Customer Service Software

ChristopherSchuh.com

Christopher M. Schuh

*** ***** **, *** *** Saint Martin, MN 56376

***********.*.*****@*****.*** 320-***-****

http://www.christopherschuh.comObjectives

I want to be able to share my knowledge with others and to make others believe that they have the knowledge and expertise within themselves to excel. I want to show people how to utilize the tools surrounding them such as technology. I want to show them how these tools and skills can aid and enrich them in their life journeys rather than an obstacle that they have to overcome. I want to help individuals feel comfortable with technology and improve skill sets rather than being intimidated by it.Professional HistoryFebruary 2002 – PresentCreative Memories (Saint Cloud, Minnesota)Technical Services Specialist (December 2005-Present)Responsibilities:Create queries and collections for software deployment and reporting in MS SMSMaintain, document and perform monthly audits to department inventoryPerform system diagnostics to inventoryInitiate and regulate user on boarding and off boarding proceduresTroubleshoot hardware, software issues and VPN issuesBackup images and re-image machinesUpdate, track and communicate issues through HEAT incident tracking softwareDesign and implement databases for department functionsAdd and update department procedures/instruction in wiki based department web siteDocument and properly dispose of legacy/defective equipmentTroubleshoot issues through telephone, email or in-person visitsSystems & Planning Associate (December 2004-December 2005)Responsibilities:Testing new hardware and softwareCreate, modify and distribute metric reports concerning the Call CenterMaintain and audit systems for staffMaintain and provide necessary resources for Call CenterTroubleshoot problems with Call Center computers and Call Center specific programs such as CIC and WitnessTechnical Consultant Service Representative (July 2002–December 2004)Responsibilities:Troubleshoot problems with Creative Memories software and applications such as BusinessMate, WebMate, and CMC NetworkTrain Consultants at Creative Memories through events and conference calls on the use of Creative Memories programsDesign and present training material for new employees and department presentationsInterviewing of new Technical Consultant Service RepresentativesDesign and maintain Access database and paper records for software license transfersTesting of new software and applications Answer Consultant’s inquiries via phone and email and answer escalated Consultant callsConsultant Services Representative (February 2002–June 2002)Responsibilities:Answer inbound and outbound calls to assist Consultants Use SAP and Summit to handle Consultants’ concernsJuly 2004 – September 2004Rasmussen College (Saint Cloud, Minnesota)Help Desk AssistantResponsibilities:Troubleshoot problems with Rasmussen College computersAssist students and faculty use computer equipmentMaintain computer lab and library equipmentRe-image office equipment as neededMarch 1994 - November 2000Fingerhut Companies (Saint Cloud, Minnesota)Quality Review & DevelopmentResponsibilities:Evaluate the quality of service to the customer via WitnessCreate and distribute learning tools & instructional packetsMaintain detailed service records of employeesCreate and conduct presentationsEducationCapella University (Minneapolis, Minnesota)Program: Bachelor of Science, Information TechnologyMajor: Web Application DevelopmentEstimated Graduation Date: December 2010GPA: 4.0Minnesota School of Business (Saint Cloud, Minnesota)Program: Information TechnologyActive Dates: July 2005 – December 2005 GPA: 4.0Rasmussen College (Saint Cloud, Minnesota)Degrees: Network Support Specialist, A.A.S.Wide Area Networking Specialist, A.A.S.Graduation Date: September 2004GPA: 4.0AwardsCreative MemoriesSeventeen Excellent Customer Service AwardsRasmussen CollegeNine Consecutive Quarters on the Dean’s ListNine Highest Score in Class AwardsCertificationHelp Desk AnalystAchieved April 2005InterestsDatabase and web design with Access, MySQL and HTMLHome server/intranet design and maintenance with Windows Server 2003Technology podcasts such as This Week in Tech and Security NowInvolved in social networking in sites like Linked In, Digg, My IT ForumsLogic puzzles and games such as SimCity, Sudoku, Zelda and Guild WarsDigital photography and digital scrapbooking

I've missed more than 9000 shots in my career. I've lost almost 300 games. 26 times, I've been trusted to take the game winning shot and missed. I've failed over and over and over again in my life. And that is why I succeed.

- Michael Jordan

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Christopher Schuh ©2008

Christopher Schuh ©2008

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