Customer Service Manager

Lamont D. Wright

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

Baltimore, MD 21229

Mobile: 240-***-****

Email: *******@*****.***

OBJECTIVE: Seeking a career position where I can use my skills and experience.

SUMMARY OF QUALIFICATIONS:

Experienced IT Asset Inventory Specialist with direct experience monitoring the IT asset lifecycle and taking appropriate steps to ensure that company-wide inventory process is accurate.

Skilled at conducting and leading extensive property audits, preparing and analyzing reports and maintaining Fixed Assets Database tracking systems.

Supervise, train and delegate tasks to team members to maintain acceptable standards in productivity, quality, and customer-service standards; Possess strong oral, written and interpersonal skills with a focus on high quality customer service.

Proficient in Microsoft Office Suite 2010 (MS Project and Visio); and Remedy, experience with ITIL service operations and Flexera (SAMS) over 3 of experience with these skillsets.

Research and resolve issues regarding equipment return disputes or claims of lost or stolen assets

Participated in WindowsXP to Windows 7 migration project of 2,500 laptops and desktops; scheduled and designed the rollout phase of new equipment for Hardware Refresh Project

Assisted the Privacy and Security department with a successful update deployment of McAfee Endpoint Encryption software for all field laptops

Reset passwords, unlock user accounts using AD, SCCM

Average a ticket completion of 50 -60 tickets a day using Remedy

EXPERIENCE:

Horseshoe Casino, Harrah’s Inc.

Security Ambassador February 2017 - Present

Investigate and detect any criminal activity in the casino environment

Maintaining records and preparing reports of investigation for management.

Provide oversight and guidance relative to matters of casino security as required

Appear as a witness or complainant in court proceedings

Attending and assisting with security functions during special events held at casino

Liberty Personnel Services, Inc.

Support Analysis January 2017- February 2017

Primarily be responsible to receive equipment, unbox, swap out old PCs, Wireless Access Points, Laptops, etc. and replace with new equipment under the onsite

Responsible for troubleshooting Network Printers Windows 7, Active Directory

Deployed over 500 desktop/laptops within the allotted contract for the position.

Assisted in Network switches upgrades for Senior Long Term Assisted Living Facilities

Inovalon, Inc., Bowie, MD

Lead Asset Management Specialist February 2014- November 2016

Desktop Support Analyst January 2012 – November 2016

Asset Management Specialist December 2011- February 2014

Ensured that fixed asset transactions are processed accurately and consistently met SLA’s

Serves as the MedNet Site Manager, which entails managing document libraries, granting user access to specific libraries and/or documents

Resolves problems, complete audits and recommends procedural changes in an efforts to streamline processes that may enhance efficiency in process

Maintained company software licenses using tool FlexEra electronic to keep inventory of all company licenses. (+3 years exp.)

Audit fixed asset tracking controls and the Fixed Asset System (FAS) Inventory modules to ensure they are functioning accurately and as designed; databases are in balance and system outputs/results are accurate

Maintain the company Fixed Asset Systems (FAS) inventory module by using the Configuration Management Database (CMDB) and other resource systems in tracking equipment throughout the product life cycle

Perform FAS data entry/upload audits and resolves data anomalies found in the database

Prepare weekly management reports and analysis, on equipment inventory, equipment recovery efforts, including other asset tracking reports as needed by IT leadership and third party vendor reports for Finance and product owners for planning and budgeting purposes

PROFICIENT in facilitating meetings as a subject matter expert and TRAINED interdepartmental and intradepartmental customers

Spearhead company-wide inventory audits of computer equipment and peripheral for office-based associates, remote associates and third party vendors under contract with the company.

Research and resolve issues regarding equipment return disputes or claims of lost or stolen assets

Participated in Windows XP to Windows 7 migration project of 2,500 laptops and desktops; scheduled and designed the rollout phase of new equipment for Hardware Refresh Project

Assisted the Privacy and Security department with a successful update deployment of McAfee Endpoint Encryption software for all field laptops

Performed high-volume imaging of desktops and laptops for the organization. Tested, troubleshot and repaired returned equipment. Provisioned new employee hardware equipment and configured workstation setups.

KEY ACCOMPLISHMENTS/AWARDS:

Promoted to Lead Asset Management Specialist after successfully and consistently executing the duties of an Asset Management Specialist

Certificate of Appreciation for Outstanding Team Player

Spot Award for diligently completing a high priority project

Implemented an alternative imaging method (Microsoft SCCM) for the machine fleet that increased the successful provisioning production rate by 70%

Anthem, Richmond, VA

IT Helpdesk Representative August 2011-December 2011

Delivered, tagged, set up, and assisted in the configuration of end-user PC desktop hardware, software and peripherals (IT Asset Management).

Identified, diagnosed, and resolved Level One problems for users of the mainframe, personal computer software and hardware, District network, the Internet and new computer technology in a call center environment; communicated solutions to end-users.

Reset user passwords.

Provided one-on-one end-user problem resolution over the phone for District approved Personal Computer (PC) software.

Diagnosed and resolved end-user network or local printer problems, PC hardware problems and mainframe, e-mail, Internet, dial-in and local-area network access problems.

Assisted Network Technicians in creating materials for end-user frequently asked questions.

C3 Utilities, Hampton, VA

Line Locator May 2011-August 2011

Identified existing underground cable routes using provided locating equipment

Ensured the client’s facilities were protected at all times during construction

Submit daily and weekly reports via computer-excel programs

City of Petersburg Utilities Department– Petersburg, VA

Line Locator February 2010-May 2011

Trace main waterlines for construction projects

Complete work orders sent in by residential or commercial/business customers, including but not limited to shutting off valves to main water lines, testing water and locating water leaks

Vangent – Chester, VA

Seasonal Contractor Customer Service Representative August 2009-February 2010

PROFICIENT receiving incoming telephone inquiries in a courteous and professional manner. Maintained appropriate documentation of phone inquiries

Maintained a current understanding of the processing procedures to respond to numerous phone inquiries

Reported problems that occurred and assisted with the resolution and utilize databases and written materials to look up and provide information to telephone inquiries

Set departmental staffing and time parameters

Comfort Inn Suites - Petersburg, VA

Assistant Manager, Housekeeping August 2008-June 2009

Night Auditor/Security April 2008-August 2009

MANAGED and trained 15 housekeeping personnel, purchased supplies and equipment, managed inventories and coordinated payroll

Assigned schedules and duties, inspected work, and investigated complaints regarding housekeeping services

Made recommendations to improve service and ensured efficient operations

Prepared reports concerning room occupancy and departmental expenses

Asset Security: Guarded, patrolled, and monitored premises to prevent theft, violence, or any infractions by employees

HealthPort – Virginia Beach, VA

Service Specialist January 2007-June 2008

Scan Representative October 2006-January 2007

Accomplishment: Promoted within 3 months to the Service Specialist position reporting directly to the Operations Director.

Managed 15-20 Scan Representatives sent out to various facilities to conduct medical records scans into the HealthPort systems.

Visited new medical facilities in the area to obtain the new account for the facilities in the Virginia area.

Conduct site visits and scanned chartings into their EMR systems.

Carried out responsibilities in accordance with HealthPort and client/site policies and procedures, including HIPAA state/federal regulations related to operations, and labor regulations.

Maintained working knowledge of the existing state laws and fee structure.

Completed and sent in weekly activity reports by the end of each payroll.

IH Services – Petersburg, VA

Account Manager May 2004-October 2006

Planned, directed, and coordinated the work activities for cleaning contracts in accordance to company policies.

Inspected client accounts, identified action plans and corrected problems pertaining to productivity and efficiency.

SUPERVISED 10 employees for the Wal-Mart Distribution Center account.

Hired, terminated, and conducted employee discipline and maintained the budget analysis.

Military Service

United States Marine Corp – New River Air Station, Jacksonville, NC

Lance Corporal November 1992-Honorable Discharge July 1995

Successfully completed Marine Corp Boot Camp at Paris Island, SC.

Served in varying administrative management roles/duties, including but not limited to, completing incoming and outgoing orders, MANAGED the processing of the payroll system for New River Air Station base, maintaining service record books, coordinating airline accommodations for soldiers and serving security details for standing posts and guests on base.

EDUCATION:

ITT Technical Institute, Alexandria, Virginia March 2010- December 2011

Major: Computer Network Systems

Fraud Waste and Abuse

HIPPA

Security Awareness

Pursing ITIL Certification

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