Customer Service Quality Assurance

MATT GRABER

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

Address: *** * ****** ****** ***

City: Jacksonville

State: FL

Zip: 32259

Country: USA

Phone: 904-***-****

Skill Level: Experienced

Salary Range: $45,000

Primary Skills/Experience:

Desktop & Help Desk support Customer Service

Educational Background:

Certification, A+ Certified Productivity Point International, 07/2000 - 07/2000

Jacksonville, FL Associate Degree, Computer Science Florida Community College at

Jacksonville, 01/2009 - 01/2012 Jacksonville, FL High School, High School Diplom Wolfson

Senior High School,

05/1993 - 05/1993 Jacksonville, FL

Job History / Details:

MATT GRABER

209 E Betony Branch Way

_ Jacksonville, FL 32259 _ (904) 521- 4536 _

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

OBJECTIVE

To attain a position as a Lead Desktop Support Specialist and/or IT Tech.

HIGHLIGHTS OF QUALIFICATIONS

* 13 years of experience in various levels of customer service

* 8 years providing Desktop & Help Desk support to hundreds of users throughout the

country, earning a solid reputation for productivity, complex problem resolution and

professionalism.

* Excellent communication and diagnostic skills consistently solve problems and rarely

escalate issues.

* Proactive self-starter known to initiate process improvements to increase stability and

productivity.

* Over 9 years of experience working in a help desk and call center environment

* Known for approachability, diplomacy and calm demeanor

* Demonstrated ability to quickly diffuse heated customer situations

* Provided a leadership role in a team environment

* Supported other team members and facilitated in creating a stress reduced atmosphere

* Trained others in the use of applications and in technical support methods

* Excellent troubleshooting and logical problem solving skills

* High level of written and oral communication skills

* Demonstrated ability to meet deadlines, and set priorities

* Excellent written and verbal communication skills, with an eye for detail.

* Extremely productive in a high volume, high stress, environment.

* Self starter with a can do attitude.

TECHNOLOGIES

* A+ Certified

* Highly Proficient in Microsoft Office Suite

* Windows Proficient

* Active Directory

* Currently Pursuing Bachelors of Computer Science

PROFESSIONAL EXPERIENCE

LEAD IT TECHNICIAN SEPT

2008 - PRESENTSTERLING HEALTHCARE/HP PARTNERS

_ JACKSONVILLE, FL

Responsible for the installation, maintenance, and support of all organizational

computing resources including hardware, software, and networks. Responsible for providing

technical supervision and guidance to junior technicians and must demonstrate and apply a

high-level of domain expertise in at least one technical area.

* Provide technical supervision, guidance, and instruction to junior-level technicians to

ensure consistency with the organization's technical and quality standards. Maintain

schedule for IT Support/Helpdesk phone line to provide consistent coverage during normal

and on-call business hours.

* Demonstrate a high-level of expertise in technical area/technology (Server

Configuration & Administration, LAN and WAN, Telephone system, etc.) and assume

organization-wide responsibility for this area.

* Assess detailed customer requirements for computing resources effectively, and develop

and execute efficient plans to satisfy those requirements; escalate concerns/issues

appropriately.

* Research, develop and document organization-wide technical standards, policies,

procedures and configurations. Recommend enhancements to improve processes.

* Maintain broad operational knowledge of hardware and software and apply this knowledge

to solve common problems; appropriately seek assistance from vendors/consultants.

* Responsible for data/phone wiring to all network nodes and peripheral devices.

* Create, update, and deploy computer images and software packages for local and remote

users.

* Maintain phone system(s) for company and deliver timely responses to all related

matters.

* Provide support to local and remote users based upon an on-call rotation with other

technicians, and fulfill other functional and technical requirements as assigned.

* Perform all assigned tasks in a professional, timely, and cost effective manner.

HELP DESK ANALYST

AUG 2006 - SEPT 2008CITI STREET

_ JACKSONVILLE, FL

CitiStreet is one of the largest and most experienced global benefits provider servicing

over 11 million plan participants across all markets.

* Provide Help Desk functions to CitiStreet customers with computer or network related

problems

* Providing exemplary customer service to the employees and customers

* Reporting service interruptions with personal computers, networks, and various computer

devices

* Communicates impact and severity of service interruptions with management

* Escalating issues to the appropriate support team

* Performs rapid assessment of the customers incident and determines the best course of

action to restore service

* Problem determination and resolution

* Coordinate the efforts of and dispatch Desktop Support technicians in the field

* Vendor dispatch

* Customer interface for Desktop Support and Computer Operations

* Active directory

TECHNICIAN JAN

2006 - AUG 2006INTEGRATED EXCELLENCE

_ JACKSONVILLE, FL

Integrated Excellence is the largest provider of structured wiring and all low-voltage

prewiring services in the region, at 4,000+ new homes per year.

* Installation of all low voltage lines, including cat 5, RJ6, and all security wires.

* Terminate all phone and cable connections

* Install all security, including control panel, keypad, siren, and all window and door

contacts.

* Activation of all security for customer

* Testing the system and instructs the customer on the operations of their new security

system.

BRIDGE & SIGNAL SUPPORT TECHNICIAN

JAN 2002 - JAN 2006ADT SECURITY SERVICES, INC

. _ JACKSONVILLE, FL

America's #1 home & business security company protecting homes, businesses & the

government.

* Maintenance of all alarm based receiver equipment.

* Assisting field technicians in a variety of receiver, phone line, or alarm panel

problems.

* Maintenance of all office personal computers.

MASS MARKET TEAM MANAGER

JUL 2001 - JAN 2002ADT SECURITY SERVICES, INC

. _ JACKSONVILLE, FL

* Responsible for 15 employee Call Center Monitoring Alarms.

* Monitor dispatch consultants.

* Evaluate employees one on one based on individual stats.

* Coach and assist in the development of team members.

* Interview applicants to be considered for employment.

DATA SUPPORT SPECIALIST & SPECIAL PROJECTS

SEPT 1999 - JUL 2001SECURITYLINK FROM AMERITECH

_ JACKSONVILLE, FL

* Perform data entry of new account information.

* Perform data entry of account modifications.

* Resolve customer issues regarding data integrity.

* Assist field representatives in account information, by modifying data as needed,

placing accounts on and off "test" statuses.

* Responsible for the high profile account which require daily maintenance such as

passcard changes, call list changes, and any monitoring problem, which may occur.

EMPLOYEE DEVELOPMENT COORDINATOR

APR 1999 - SEPT 1999SECURITYLINK FROM AMERITECH

_ JACKSONVILLE, FL

* Assisted in facilitating of new hires.

* Monitored and provided detailed documentation employee attrition rates.

* Developed and coached new employees during new hire introduction period.

* Assisted new employees that were not meeting new employee expectations by working with

them on a one on one basis to further train and advance their skills.

* Managed new employee evaluations during employee's first 30 days of employment by

documenting progress, strengths, and areas for improvement.

QUALITY ASSURANCE REPRESENTATIVE ADMINISTRATOR

NOV 1998 - APR 1999SECURITYLINK FROM AMERITECH

_ JACKSONVILLE, FL

* Monitored employee performance by silent observing telephone conversations.

* Documented results of calls for employee evaluation and coaching purposes.

* Provided status reports of individuals and entire scope of individuals that were

monitored.

* Assisted in the development of Quality Assurance Software used for tracking and

documented the results by providing input on certain data to be maintained.

ASSIST LINE REPRESENTATIVE

MAY 1998 - NOV 1998SCOTT ALARM

_ JACKSONVILLE, FL

* Assisted customers with technical concerns by providing first line of troubleshooting

over the telephone.

* Handled escalated phone calls.

* Tracked customer complaints and technical calls by documenting and inputting data into

several databases.

* Acted as dispatch & receiving supervisor during staffing shortages.

ALARM DISPATCHER

APR 1997 - MAY 1998SCOTT ALARM

_ JACKSONVILLE, FL

* Reacted upon customer alarm signals by dispatching appropriate authorities.

* Dealt with "911" type situations ranging from medical, burglary, and fire type calls.

* Received and processed incoming customer calls by routing to appropriate department

and/or personnel.

ELECTRICAL ENGINEER APPRENTICE

MAR 1996 - APR 1997SOUTHERN ATLANTIC ELECTRICAL

_JACKSONVILLE, FL

* Installed electrical cabling, piping, panels and related equipment in

commercial/industrial environments.

* Coordinated supply needs during jobs as needed.

NIGHT STOCK MANAGER

SEPT 1995 - MAR 1996

WINN DIXIE_ORANGE PARK, FL

* Prepared and coordinated inventory needs by inspecting current inventory and incoming

inventory.

* Managed crew of 5 employees to stock store as needed.

* Provided necessary paperwork/documentation to management.

EDUCATION & CERTIFICATIONS

* 2007

- Present St. Johns River Community College - Completing Associates degree to

transfer

for Bachelors

in Computer Science

* 2005

- ITT Tech Computer Science / Networking

* 2001 - Productivity Point International - A+ Certification

* 1996 - Florida Community College at Jacksonville - Basic coursework.

* 1993

Wolfson Senior High School - High School Diploma.

REFERENCES AVAILABLE UPON REQUES

Contact this candidate