Customer Service Technical Support
Resume:
Jon Perkins
Email: *********@********.***
Address: **** * *****
City: Chicago
State: IL
Zip: 60645
Country: USA
Phone: 773-***-****
Skill Level: Management
Salary Range: $85,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Jon Perkins
*********@********.***
Linkedin http://www.linkedin.com/pub/jon-perkins/13/b80/643
2844 W. Touhy Unit# B
Chicago, IL 60645
Skilled Systems Administrator with a deep understanding of technology, its application and use by clients, serving in a client facing customer service capacity to drive user adoption. I am looking for a company where I can continue to grow and use my versatility to its fullest extent, building on my talent for creating innovate ways that make a customer`s job easier while researching and helping to develop new technology.
Experience
Upstairs Solutions
2006 - Present
Director of Client Services
Customer Support:
* Integrate technology with client service to ensure customer support and needs are met with product innovation
* Manage the technology configuration for all new clients into the company`s Learning Management System (LMS) - database to track employee record and policy compliance
* Oversee and manage all relationships with more than a thousand current, ongoing key contact customers in the post-acute care industry including skilled nursing homes, assisted living, home health and independent living
* Manage a technical support call center for all clients, overseeing 3 full-time staff that address more than 40 calls/day and 80 online inquiries/day
* I was able to maintain our call center staff at the same level while our client base grew from 10,000 end users to its current level of 150,000. This was done by making the site much easier to use, creating self help tools, and reducing average support call length by 30%
* Develop database protocols and train all new clients on the use of Learning Management System
* Implement and host key customer service communication efforts including bi-monthly feature webinars, users group conference calls, and feature tutorials sheets
* Work as liaison between customers and development team
Technology Support:
* Setup and maintain all servers and staff computers for both onsite and remote employees
* Manage 2003 functional forest which includes four domain controllers mixed between 2003 and 2008r2, and three application servers
* Support a network of three physical locations connected with a mix of MPLS and IPSEC tunnels on a single domain
* Performed customer needs analysis and then developed specifications of new features to be developed to meet those needs.
* Request, test and approve all new features of LMS platform.
* Manage software development team in creating SCORM compliant training in native flash for all customer training modules
* Provide top tier technical support as needed to both internal staff and client configurations
Performance Network Solutions
2001-2006
IT Consultant
* Built and maintained networks for clients with very diverse implementations including, single and multisite, remote staff and custom software needs
* Installed, configured and repaired all aspects of client technology from servers to workstations including switches, routers, wireless and remote access
* Served as primary Microsoft Exchange technician
* Organized and conducted user training seminars
* Trained all new technical employees
Lewis Carpet
1999 - 2001
Network Administrator
* Managed network and database administration for data entry department
* Implemented an inventory and pricing control system for more than 2,000 products while accommodating new introductions and retired product lines
* Managed Windows 2000 domain, email and website all hosted locally for 35 employees
* Implemented Citrix server farm for remote access and deployment of thin client solutions
* Managed pervasive database for custom built applications
* Migrated network from NT to 2000
Technology Proficiency
* Microsoft NT, Server 2000 / 2003 / 2008
* Windows 98, NT, 2000, XP, Vista, Windows 7
* Exchange 5.5 thru 2003
* Wireless technologies, primarily Cisco
* Remote access solutions ranging from terminal services to Citrix and hardware/software VPN solutions
* Fluent in Active Directory and Group Policy
* SCORM
* Action Script 2.0
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