Customer Service Manager

TECHNICAL DISCIPLINES

HARDWARE: Cisco Wireless Configuration, Network infrastructure, Cat5 Cabling, Closed Circuit Camera System Installation, Refilling Printer Toner and Configuration, sonic wall firewalls, speakeasy voice over IP phone systems, T.V. installation, Phone block installation,

SOFTWARE: Microsoft Windows (2000,xp,7,10, server 2000, 2003, 2007), Microsoft Office including Front-page 2000, 2003, 2007, Symantec Ghost imaging, Access Database creation and management skills, Service Center, Novell, Acronis imaging software, deep freeze pro, Med-manager, Symantec endpoint, M.O.S.S, MediSoft, IRIS ticketing system.

CAREER SUMMARY

Experienced helpdesk analyst with proven technical problem solving capabilities, strong work ethic and excellent customer service skills

PROFESSIONAL EXPERIENCE

Compucom/Atos/Johnson & Johnson 9/2016 – 4/2017 West Chester, PA

Desk Side Support Level 2

I was a member of the Desk Side Support team for Johnson & Johnson. I handled software support and problems. Hardware issues included but not limited to changing out the hard drive, replacing FRU parts on Lenovo products. Email support for end users. Also deploying machines for the refresh program, new hire employees, and break-fix tickets. Maintaining updated ticket status and resolution. Documenting any and all resolutions for all problems completed. I helped in orginazing our machines and inventory.

TekSystems/WellSpan 1/2016– 5/2016 York, PA

Deployment Technician

I was part of the desktop deployment team. We were responsible for setup, installation, and deployment of all PC’s and peripherals. We were also responsible for projects regarding computer deployments and migrations. I was tasked with the responsibility of creating, maintaining, and updating an Access database for a migration project. During the migration project I was the team member responsible with imaging over 500+ for the new company that was purchased.

Comcast 11/2014 – 5/2015 Horsham, Pa

CAE 3

I was a phone support specialist for the Central time zone for business customers. My duties included but not limited too, helping customers with billing questions. Fixing problems with Television issues. Resolving issues with internet and phone.

Atos/Siemens Medical Systems 11/2012 – 11/2014 Malvern, Pa

Team Lead

I was a member of a deployment team. We are countable for deployment of upgraded laptop and desktop machines to the Siemens Medical employees. My duties include, but are not limited to, completion of 5+ computer builds per day. Resolution of issues that arise during completion of each imaged machine. I personally am responsible for communicating with the technician that builds our images. Testing those images after completion of the image process. Releasing those images out to the rest of the deployment team. Now during a new project for Atos. I am one of three team leads whom is responsible for day to day operations of the project. I also have been the unofficial Access database administrator for managing their databases.

Star Career Academy 11/2010 – 11/2012 Berlin, NJ

Network administrator

I was part of a team that supports eight trade school campuses. Each campus has different technology and different internet connections. We are setting up all campuses to be VPN to the corporate office. Along with computer support, we also take care of phone systems, audio, video, and printer support. We also install all software needed for classes and

Computer Aid, Inc. 10/2009 – 10-2010

Help Desk/Level I 4/2010 – 10/2010 Newark, DE

I have worked for Siemens health care on a database project. We are verifying and cleaning up data within their SAP system. I also created instructions documents for our process. In between our verification of the data, I was creating Access databases for Siemens to gather information for them.

Help Desk/Level I 10/2009 – 4/2010 Malvern, Pa

Technical phone support for Wyeth Pharmacia client. In which we resolve printing, VPN, and login issues. We supported Service Center for our ticketing software. Microsoft office for Word, Excel, Access, and PowerPoint supported. Novell Group support for E-mail accounts. I have also been cross trained in supporting the field sales representatives. I graduated from the Vericenter training course for software testing.

Quest 6/2008- 6/2009 West Norton, PA

Helpdesk Support Technician

Resolve computer issues with Quest lab programs. Escalate issue to tier-2 staff if not able to be resolve by first level support. Resolve issues with AD login credentials troubleshoot and configure wireless issues for VPN connections. Document all calls taken with in the Peregrine ticketing system. I also, created an Access database to help streamline the information of the help desk statistics.

Trend 6/2005- 6/2008 King of Prussia, PA

Helpdesk Support Technician

Resolve issues with the website errors, windows settings and problems concerning with the company website

Communicate between the members and the broker reciprocity manager what the agent needs to complete to get the information on their personal website.

Manage about 5 Microsoft Access Databases of statistical data for Trend

Katharine Gibbs School 8/2004 – 6/2005 Norristown, PA

Work Study

Performed maintenance of computer hardware including laptops, desktops, projectors

Assisted with upgrades and oversight of all operating systems

Wal-Mart 10/2001 - 1/2004 Hilltown, Pa

Customer Service Manager

Responsible for maintenance and repair of front-end registers

Facilitated returns on all technical equipment

Designed store displays.

Sub-Time 4/2001 – 10/2001 Norristown, Pa

Assistant Manager

Responsible for inventory oversight, management of all shifts, scheduling meetings, creating and designing of the website

Kmart Inc. 5/1998 – 7/2000 Eagleville, Pa

Front-end Supervisor

Responsible for all aspects of the front end registers including maintenance and repair of front-end registers. Maintained cashier schedule

EDUCATION

Katharine Gibbs School Graduation 2005 Norristown, PA

Associates Degree/ Specialized Technology with concentration in Personal Computer and Networking Technology

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