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Customer Service Information Technology

New Baltimore, Michigan, 48047, United States
August 28, 2017

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Zane D. Grabowski

***** ******* *****

Macomb, MI 48042

(586) ***-****

Qualifications Profile

Technical Business Support: Experienced in troubleshooting diverse technologies. Top-notch customer service, communication, and issue to resolution skills, with a focus on ensuring user availability. Able to convey complex technologies to a variety of user skill levels.

Key Strengths: Highly capable and accustomed to multitasking and managing a variety of duties and responsibilities. Talent for quickly learning new information, procedures, and technologies. Service-oriented and flexible, as well as exceptionally organized and proactive.

Technical Proficiency:


Windows OS, MS Server, Linux, Citrix, Novell, Windows File Storage


WAN/LAN, TCP/IP, Active Directory, VPN (Cisco and Junos Pulse/Pulse Secure), Router, Switch, Firewall, RSA Token


Microsoft Office Suite, Outlook, Remote Assistance Software, Remedy and HP ServiceManager / ServiceCenter ticketing systems, Internet Explorer, Google Chrome and Mozilla Firefox, Bitlocker, Webex, Expense Online

Educational Background

Bachelor of Arts in Political Science / Public Administration, 1997 • Ohio University, Athens, Ohio

Associate Applied Science Cisco Networking Professional, Graduated Cum Laude, 2010 • Macomb Community College, Warren, Michigan

Health Information Technology Certification, 2011 • Macomb Community College/Health Information Technology Consortium, Warren, Michigan

Attained both EMR Software Support Specialist Certification and EMR Implementations Specialist Certification


Aardvark PC Repair, Shelby Township, Michigan

Apprentice PC Repair Technician (College Intern) (2009-2010)

Laptop and desktop repair and maintenance

Home and commercial network repair and maintenance

Hardware and software upgrades and installs

Virus spy, adware and scareware removal

Backup and restore procedures

General customer service responsibilities

Help Desk / Application Support Experience

Modis / Volkswagen of America - Auburn Hills, Michigan

Application Support Analyst, (Contractor) (1/2017 to 5/2017)

Analyze application data to asses performance and uncover problems

Provide level 2 support to agents unable to resolve issues at level 1 to ensure quick resolution

Work in team environment to complete testing of application according to schedule

Contributed new articles and revisions to Information Knowledgebase to better coordinate resolutions

Complete root cause analysis of application defects

Monitor data processing quality assurance and development activities

Adecco Group/ Hewlett Packard Enterprise - Proctor & Gamble Account, Pontiac, Michigan

Level 1 Technical Support Representative, (Contractor) (1/2014 to 8/2016)

Delivered level 1 support to users as an agent of the Procter & Gamble global service desk with a focus on meeting client Service Level Agreement

Documented in detail each issue experienced by users and the troubleshooting steps performed to resolve the issue

Identified issues outside the scope of the level 1 call center and escalated case or redirected the user as needed

Followed up open cases to ensure quick resolution of issues

Contributed new articles and revisions to Information Knowledgebase

Consistently achieved highest scores possible on customer satisfaction surveys

Attained a consistent FCR of 85-90 percent

Supported multiple technology tools including travel application Expense Online

Mentored new agents

Caretech Solutions, Troy, Michigan

Client Service Analyst, (10/2012 to 10/2013)

Delivered level 1 support to users for 7 major hospital / medical centers

Handled 35-40 Level 1 client service calls per day with a focus on HIPPA Guidelines and meeting client Service Level Agreements

Documented in detail each issue experienced by users and the troubleshooting steps performed to resolve the issue

Triaged/escalated emergent issues to site support

Remote installation of software/anti-virus

Consistently achieved highest scores possible on customer satisfaction surveys

Attained a FCR of 70 percent

Mentored new agents

Other Employment History

Nuspire Networks, Walled Lake, Michigan

Inside Sales Consultant (8/2006 to 4/2008)

Consulted GM dealers on GM IT Standards and data privacy acts while focusing on data telecommunications and network security solutions sales

Prepared and presented sales proposals to GM dealers for data telecommunications services, network and desktop security, and email hosting services

Consistently sold at over above required monthly sales goals

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