Customer Service Manager

BLAISE A. RASTELLO

*********@*****.***

EDUCATION

Pima Community College, Tucson, Arizona

Post Degree Certificate-Secondary Education, May 2006

University of Phoenix, Phoenix, Arizona

Masters of Business, October 1991

Northern Arizona University, Flagstaff, Arizona

Bachelor of Science, May 1978PROFESSIONAL EXPERIENCEDirector of Technology/Instructor, Fenster School. Tucson, AZ, 06/03-PresentComputer Teacher:-Teach General Introduction to Computer CoursesTeach Desktop Publishing Course using Adobe In-Design and Microsoft Publisher. This class creates the annual school yearbook.Teach Web Design Course using Microsoft Front Page and Adobe Dreamweaver. This class creates and maintains the school intranet web site.IT Manager-Manage and maintain two Windows 2003 server school Local Area Networks and all computer equipment in the Computer Lab, Writing Lab, Library and Classrooms. Approximately 85 computers. Webmaster for two school web sites; https://www.edline.net/pages/The_Fenster_School and .Chaperoned Student Tour group during spring break to Europe in 2005, 2006 & 2007BUSINESS EXPERIENCEWebmaster

http://www.tucsoncelticfestival.org/ http://www.teachingcouple.netMicrosoft Windows XP Technical Support Mgr, Convergys, Tucson, AZ 8/01-08/03Provide Technical and Customer Service Management for a Team of 25 Support Professionals (SP s)Preside over team meetings and require SP s to present weekly mini technical presentationsComplete call coaches, cases coaches, one on one meeting s with the SP s.Coordinated the XP (I)Learn self paced training program during the XP pre-launchDeveloped the XP pre-launch ramp schedule and minimum skills Coordinated the Escalation Team and Consult Line candidate interviews & selection Coordinate the XP project cross training of the currently cross trained 9X/XP SP s to ME Windows 2000 & NT Server Tech Lead, Convergys, Tucson, AZ 6/00-8/01 Provide Technical Service and Management for teams as neededCreate constructive and positive feedback to increase engineers overall successPerform coaches and provide tech support and training as neededMicrosoft Certified Professional (MCP) in NT Server, NT Workstation, Windows 95 and Windows 98 Microsoft NT Workstation Technical Support Mgr, Convergys, Tucson, AZ 2/00-6/00 Provide Technical and Customer Service Management for a Teams of 12-20 in the NT ProjectPerform call coaches, preside over team meetings and provide tech support and training as neededManage engineer s case loads and case documentation Participate in Weekly Management Meetings with Microsoft Microsoft Technical Support Engineer, Convergys, Tucson, AZ 2/98-2/00Provide Technical Support Services for Microsoft Windows 95 & 98, Plus, IMU & NT WorkstationAuthored Microsoft Knowledge Base Article Q192835 Fatal Exception OD Using Copy Disk Command Numerous Customer Service compliments through Microsoft Surveys and direct comments from customersSupport projects worked; Win95, Win98, Callback Team, IMU, Win98 Plus General Mgr/Owner, Steamboat Marketing & Management, Steamboat Springs, CO 5/82-9/93Initiated a successful property management and real estate businessManaged lodging reservations for winter and summer visitorsNegotiate annual contracts and service levels with Homeowners AssociationsFacilitate and chair regular business meetings with Board of DirectorsDevelop and deliver annual operating budgets for Board of Director approvalDeveloped and implemented the telecommunications needs for the businessDeveloped and implemented the computer needs for business including a Novell LANWrote reservations application program for the businessTrained, supervised, and evaluated 25 employees and real estate sales agents Other Business ExperienceOwner/Manager, El Dorado Landscaping, Tucson, Arizona, 8/96-3/98General Manager/Owner for Commercial Landscaping CompanyDeveloped and converted manual office operations to a computer based operationOwner/Manager, Benson KOA Campground, Benson, Arizona, 7/95-5/96Determine Operating Policies, Budget & Franchise ComplianceOversee the cafe, bakery and catering operationsResponsible for initiating and implementing Employee PoliciesOwner, Steamboat Messaging Service, Steamboat Springs, Colorado, 7/90-7/01Start-up operation; Voice Mail/Messaging computerized serviceOwner, Resort Pay Phones, Steamboat Springs, Colorado, 10/85-4/87Start-up operation; private pay-phone business at the Steamboat Ski AreaPartner, Diversified Insurance, Steamboat Springs, Colorado, 10/82-6/84Operations manager for three property/casualty offices in Steamboat Springs, Hayden & Dillon, ColoradoCIVIC & POLITICAL EXPERIENCE

Routt County Commissioner, Appointment, Steamboat Springs, CO 5/94-1/95Colorado Cattlemen s Association Representative for countyInitiated Land Preservation Subdivisions for the countyCity Councilman/President Pro-Tem, Elected twice; City of Steamboat Springs, CO 11/89-5/94Land Trust Representative for the cityCoordinated many open space purchases for the cityFounding Member, Kids Voting Colorado [501 (c)3 Corporation]

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