Customer Service Project Manager
Resume:
Joseph Winchester Borwick
**** ******** ******, *******, * N 38111
******.*******@*****.***
Systems Analyst
Work
SergeMD
H isto
Memphis, T N
ry
M a rch 2012 – May 2013
Provided customer service and support to doctors, nurses, lab technicians,
and other medical professionals for desktops, laptops, network access
(wired and wireless), scanners, fax machines, label printers, card scanners,
m ultifunction printers, office software, and Electronic Health Record
(EHR) software (AllScripts, eClinicalWorks, NextGen). When unable to
resolve client issues, reached out to different company departments and
p roduct vendors to find a solution quickly. Managed client accounts
t h rough Active Directory. Responsible for VPN, RDP, and Cit rix connection
setup. Managed company inventory. Prepared desktops and laptops for
d ispatch, including imaging (using G4L), install of company files, data
m igration, and selecting correct settings. Ran a series of morning checks to
verify client services were running and fully functional.
• Managed inventory project (documenting and cataloging all
Methodist equipment in 20+ clinics)
• Managed PC Prep Project (preparation of 200+ desktops [estimate]
and 100+ laptops for dispatch)
• Worked with a team to take down, move, and setup an IB M server
on-site
Systems Analyst/Customer Service Representative (Technology)
Office Depot
Memphis, TN
August 2010 – March 2012
Performed PC maintenance on customers' PCs, including virus removal,
part upgrades, data backups, and data restoration. Provided highly
detailed customer service in multiple departments to provide an easy
shopping experience. Performed as a "Personal Shopper" in the technology
department to help customers find the r ight product. Suggestively sold
warranties, services, and other add-ons. When not in the technology
department, managed the Copy and Print Center.
• "Head" technician for the last six months of employment
• One of only two employees permit ted to perform maintenance on
i nternal PC parts
• Top seller in the technology department
• Only full-t ime, non-manager in the sales department
Payroll Administrator
U.S. Census Bureau
Memphis, TN
June 2010 – July 2010
Managed confidential government employee information. Processed and
audited employee paychecks. Extensive filing and data entry.
U npaid I n te rn
FedEx Customer I dentity Account M anagement (C IAM)
Memphis, T N
Februa ry 2010 – July 2010
Shadowed a project manager for five months while his team developed the
FedEx Enterprise Customer Master Database, learning how a high-scale
p roject team functions. While researching project components needed
d uring the planning phase (such as project schedules, requirements, and
r isk management protocols), was put in charge of the project's wiki and
data dictionary.
• Created project wiki, a reference for all project developers and
p roject heads on the different components of the Master Database
• Created data dictionary connecting values from several different
databases and defining their role in the new Master Database
1.
S kills M ic rosoft Certified in Excel (Certification #: C551-5367)
2. Hardware: M ultifunction P r inters/Scanners/Fax: A mbir,
B rother, Canon, DocketPORT, Dymo Label Printers, Epson, Fujitsu,
HP, Kodak, Konica Minolta, Kyocera, Lexmark, Oki Data, Samsung,
Xerox, Zebra Label Printers. N etwork: 2Wire, Cisco, D-L ink,
Netgear, and SonicWALL. P Cs: Custom built, Acer, Asus, Compaq,
D ELL, HP, and Lenovo desktops and laptops. P C H a rdwa re:
CPUs, fans, heat sinks, network cards (Ethernet and Wi-Fi), hard
d rives, memory, motherboards, sound cards, and video cards.
O ther: I BM servers, surge protectors and battery backups.
3. Software: A ntivi rus: AVG, CCleaner, Kaspersky, MalwareBytes,
McAfee, Norton/Symantec, Revo Uninstaller, SUPERantispyware,
and Trend Micro Antivi rus. B rowsers: Google Chrome, Microsoft
I n ternet Explorer 7, 8, 9, and 10, and Mozilla Fi refox. E lectronic
H ealth Records (E H R): A llScripts (limited), eClinicalWorks EHR,
and NextGen EHR (nearly certified). H elp Desk: Bomgar, Help
Desk Authority (Ticketing System), Join.me, LogMeIn, Microsoft
Remote Desktop, ShowMyPC, TeamViewer, and Vertical Wave.
M ic rosoft: Access, Active Directory, Excel (Certified), OneNote,
Outlook, Outlook Express, PowerPoint, Project, SQL Server, Visio,
V isual Studio, Windows Registry, and Word. V PN: C isco VPN
C lient, Cit rix, Forticlient Connect SSLVPN, Windows VPN. O ther:
A dobe Reader, Dropbox, Google Cloud, and Microsoft SkyDrive
C loud Storage. Fujitsu and Xerox network scanning. Symantec
Ghost Imaging. Command Console. WASP Inventory Control.
Operating Systems: W indows XP, Vista, 7, and 8. Windows Phone 7 and
8. Mac OS X 10.0 – 10.9. Mac iOS.
E ducatio Bachelor's Degree in Management of I nformation Systems
n University of Memphis
Memphis, T N
August 2008 – December 2012
4. Degree specializing in the knowledge of individual and group
behavior, information selection and in terpretation, information-
based tools including computers and communication technology,
systems design, data management, and organizational decision
making.
5. Important Courses:
6. Analytical Tools for Business Decisions
7. Applied Program Development
8. Business Communication
9. Business Microcomputers
10. Computer Hardware/Software
11. Critical Thinking in Project Management
12. Database/Information Management
13. Enterprise Architecture
14. Global Information Technology
15. Methods of Systems Analysis
16. Strategic IT Project Management
17. Systems Testing
18. Web Site Development
19.
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