Customer Service Project

SOJAN PULICKAL

***-* *.**** ******, Camp Hill, PA 17011

Phone: 248-***-**** Email: ***********@*****.***

SUMMARY

Client Services Team Lead with over 24 years of Client Services experience. Areas of expertise include

project planning, create solutions development. Proven ability to contribute to company strategy, develop

solutions that meets the client’s needs, establish long-term relationships. Motivated, strategic and client

savvy, detailed oriented, adaptable with teamwork skills.

PROFESSIONAL EXPERIENCE

Blessy Virtual Service, Michigan

Customer Service Rep 10/2011 – 05/2012

Working as customer service representative in small business care. My responsibilities include assisting

customers with technical and billing issues.

Dialogue Marketing Inc. Michigan

Customer Service Rep 10/2010 – 05/2011

Assisted in customer service in a wireless company with billing, technical support, activations and

maintenance.

Chrysler LLC, Michigan

Client Systems Supervisor 6/02 – 12/08

• Responsible for managing the corporate hardware repository.

• Utilized innovative ideas to achieve significant cost savings.

• Responsible for MACD (Move, Add, Change and Disposal) of PCS, printers, projectors, plotters

and disposal of Hardware such as IBM, SGI, HP, Control Data workstations.

• Led creative team of 5 to develop technical and creative solutions.

• Managed multiple projects to ensure milestones, goals and deliverables are met within timelines.

Presented solutions to various groups from executives, to end users with positive response.

• Manage daily customer inquiries and resolved all the issues in a timely manner.

• Managed PC assets during global PC transition period. Recycled and refurbished old PCs to keep

user downtime to the minimum.

• Achieved improvement in customer satisfaction during my tenure and deepen client relationships

with proactive service.

• Managed and scheduled PC project to full satisfaction of all users, Departmental Managers and

Customer Service Representatives.

• Solved daily trouble tickets, managed hardware moves in and out of the complex.

• Printer maintenance and installations are being handled.

• Managed WMS (work management system) working with various facilities building area

managers.

Asset Management Team Leader 6/01 - 6/02

• Managed the final phase of lease return of IBM, SGI, HP workstations to leasing companies in

time.

• Wiped out workstation hard drives adhering to Sarbanes-Oxley(SOX) Compliance.

• Organized all the old Computer Hardware disposals in alliance with SCAD (Surplus Capital Asset

Disposal) system of the company to its highest standards.

Graphics Hardware Team Leader 1/99 – 6/01

• Team leader for graphics hardware group responsible for UNIX workstation Installation and lease

returns.

• Responsible for data migration to new workstations.

• Led a team of 8 members for timely three-year lease returns of all workstations.

• Reduced annual engineering expenses by careful study of Hardware and Software utilization.

• Worked with different Hardware vendors to plan in advance for future hardware architecture.

• Reallocated workstation based on utilization reports to optimize engineering productivity.

• Resolved issues related to CATIA workstations.

Specialist Input Output Development & Support 9/96 – 1/99

• Developed and supported digital imaging (Cactus).

• Trained/Managed bargaining unit personnel in digital imaging.

• Supported in-house and remote plotters and printers.

• Started trimming, mounting, laminating in-house, which was done previously by outside

companies, saving tremendous amount of money.

• Improved plotting I/O functions.

• Made digital imaging functions on line. Replaced Macintosh based digital imaging with

advanced system.

Business Process Analyst 05/94 – 09/96

• Implementation of corporate printer plan.

• Replaced RGB Printers with Ethernet printers. Trained users for the new printers.

• Assisted manufacturing areas for printer project and implemented 1995 CAD project.

Systems & Programming Analyst 12/92 – 05/94

• Developed expertise in application development using the VAX computer system in “C”

programming and documentation.

• Engineering standard system installation. Helped to set up change control procedures for

application development for Technical Data Management.

• Achieved user satisfaction with VAX applications and took appropriate action.

Scientific Programming Specialist/Shift Supervisor 05/85 -12/92

• Provided technical problem determination and resolution.

• Maintained computer equipment and software applications by resolving hardware, software or

other problems associated with the operation of various mainframes.

• Analyzed, diagnosed and monitored software and hardware operations and production schedules

to maintain job stream and improve system utilization.

• Established standard procedures and contingencies.

Operator Analyst 01/84 – 05/85

• Monitored all needed operational functions done on clusters CAD, TSB, DMS, TSA, DSO, PTA

and PTB.

• Operated 32 CDC mainframes of various models and DEC, VAX 8530 and 8250, IBM 9377,IBM

3090 & CRAY.

• File backup, restores and maintenance. Diagnosed and resolved hardware software problems.

PROFESSIONAL DEVELOPMENT AND EDUCATION

Certificate in Computer Programming in Operations, Control Data Institute, MI

Masters in Management Univ. of Kerala. India

Bachelors in Chemistry Univ. of Kerala, India

REFERENCES

Available upon Request

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