Customer Service Manager

Kevin Reilly Phone: 727-***-****

**** ******** **.

Largo, Florida 33778 E-mail: ***********@*****.***

PROFILE

IT Professional with proven ability to translate clients’ business requirements into efficient, high quality technological solutions. Excellent interpersonal and organizational skills, equally comfortable working with product development teams as well as end users. Quick to learn and apply knowledge, and identify problems from laymen’s descriptions. Enjoys challenging situations and willing to devote 110% effort in resolving them. A proven record of leadership, dependability, loyalty, honesty and reliability. Strengths include:

Applications analysis Systems troubleshooting

Operations Management Resource management

Interdepartmental coordination Staff supervision and training

Top level technical support Project implementation

Helpdesk Management

TECHNICAL EXPERTISE

Hardware: Sun Terminals; IBM-compatible PCs/Servers; HP-4957 Protocol Analyzer; QMS laser printers; EMC MultiDisk Array; IBM 4735 Communications Controller; IBM ES-9000; X-400 Gateway; IBM 4381; AS/400; 3178, 3197, and 3278 terminals; 3380 and 9335 disk drives; 3420 and 7208 tape drives; 4234, 4245, 3203-5 and 5262 impact printers; Comtrol Interface Exchange, Dell, Compaq, Lenovo & Gateway laptops and PC’s. Cable & DSL modems, ISDN & Pots lines, Nortel router/firewall, Netgear Switches & Hubs, Juniper & Bay Networks Routers, Xerox-Lexmark – IBM printers.

Software: UNIX; Sun-OS; Remedy; Lodging Link1,2 and Premiere, Windows 95/98/ME/XP/NT/2000/Vista/W7; MS-DOS; MS Office;Word; Excel, Norton Utilities; Ghost, Mcafee, Active Directory; Track-IT, RCC, Lotus Notes, Landesk Remote Control, SMS Remote Interface, WinFax; PC Plus Communications; Install Shield; VM/ESA; VTAM; RSCS; IBM SoftSwitch, Mailexchange; Visio2000; Telex; Bisync; RPG2; Cobol and HP Openview. Experienced in Voice; Data; and Document communications on large and small scale, including real time.

PROFESSIONAL EXPERIENCE

2008-2017 Hyatt Vacation Ownership Inc. St. Petersburg, Florida 727-***-****

Industry leader in Timeshare Ownership marketplace.

IT Specialist

Senior Helpdesk representative supporting Corporate and all 15 resorts plus.

Printer set up and deployment.

PBX Administration.

ACD Administration.

Lexmark forms management.

PC, hardware break fix.

PMS system management & configuration.

Hardware Inventory Management.

PC imaging, set up and deployment.

Monitor PBX / Voicemail / Call Accounting activity, correct issues.

Minor Unix Shell Scripting.

Lotus Notes & Gmail administration.

Remote support.

Blackberry activation & support.

2005 - 2007 Nielsen Media Research Oldsmar, Florida 813-***-****

Industry leader in media, marketing research and statistics.

EVS Technical Specialist

Recruit and coordinate contracts with outside vendors for equipment site locations.

VPN set up, upgrades and conversions.

Travel the US installing new equipment, repairing existing equipment, and setting up new site locations.

Install and troubleshoot communication Links, existing of cable modems, DSL modems, ISDN lines, Pots lines and Nortel 221 Firewalls.

Monitor system traffic, respond to critical failures and correct problems.

Build new towers, clone new pc’s and test and deploy.

Responsible for weekly status report, monthly inventory report, morning report, Top 75 Market Status Report, Low Code Report etc..

Create and resolve trouble tickets via Remedy.

2003-2004 SEASIDE COMPUTER SERVICES INC. Carolina Shores, NC.

Local industry leader in computer sales, service and repairs.

Manager

Manage and scheduling of employees.

All aspects of PC troubleshooting and repair.

Custom building of pc’s.

Small business networking.

Maintain existing and develop new service contracts.

Inventory Control

Major contributor to PC sales.

Maintain and develop high profile customer and vendor relationships.

Ghost drives, set up master/slave hdd’s etc.

2002 - 2003 TRITON SERVICES INC. New River Air Station, Camp LeJeune, Jacksonville, NC.

Providing the Marine Corps with all Hardware & Software computer solutions

Desktop Support Technician

Troubleshoot any and all PC & Laptop problems Marines may have.

Add systems to various Camp Lejeune Domains.

Solve connectivity issues.

Install hardware, set up PC’s.

Roll out new software and software upgrades.

Constant application of newest software patches and virus updates.

Troubleshoot Windows problems.

2001-2001 Premiere Technologies, Inc.

(formerly Xpedite Systems Inc.), Eatontown, NJ 732-***-****

Leading telecommunications company serving the travel industry and news agencies worldwide with all forms of voice and data networking technologies.

Special Projects Manager

Employment Highlights

Coordinated shutdown of multiple sites, moving all departments and equipment to new facility.

Part of team that planned and installed new state of the art computer facility, responsibilities

Including power; HVAC; facility access/security; network layout of over 200 computer racks.

Worked with outside vendors for all of the above.

Maintained HVAC, UPS, and Generators for two sites.

Responsible for secured storage and computer lab.

Built Voice and Data Cubix chassis and installed at multiple sites.

Kevin Reilly

1989-2001 Xpedite systems Inc., Eatontown, N.J. 732-***-****

Computer Operations Manager

Interviewed, hired and trained all personnel for three shifts, responsible for the same.

Hands-On manager with complete working knowledge of Sun Micro Systems and IBM Mainframes.

Developed and Documented all Operational Procedures to monitor system applications; queues and connectivity.

Responsible for monitoring over 50 domestic sites, as well as multiple sites in Europe; Japan; Australia; and the Pacific Rim; 24 x 7 x 365, and on call for the same.

Helped develop and managed our first Helpdesk department.

Managed Technical Support and Customer Service.

Troubleshot all systems problems, resolving issue or escalating to proper department, following through to final resolution.

Met with Networking, Systems Administration, Development, and company Vice Presidents on how to improve system, customer service, products and capacity planning on a weekly/ bi-weekly basis.

Worked with multiple telephone vendors on line problems and resolutions.

Created many UNIX shell scripts used for identifying system problems.

Responsible for employee progress reports and rate reviews.

PC Troubleshooting and repair

1983-1988 Automatic Business Systems, Union, N.J.

Computer Payroll Company

Assistant Supervisor of Computer Operations

Working knowledge of IBM System 36 and peripheral equipment.

Trained and scheduled operations personnel.

Ran weekly database updates and maintenance procedures.

Ran “Special Projects” for high profile customers.

Responsible for inventory control and billing procedures.

EDUCATION

School of Data Programming, Red Bank, NJ

RPG2; COBOL; and Computer Operations - Certificate, 1979

GPA 4.0

Christian Brothers Academy, Lincroft, N.J.

College prep; English, Math, Science, French etc.

References available upon request.

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