Customer Service Technical Support
Resume:
Bridgeport, CT – *****
Mark Perry
(203) 507 – 9911
***********@*******.***
IT Professional Computer Office Technology
Results-driven IT Support Customer Service Excellence Leadership & Supervision Troubleshooting & Resolutions
Solutions-oriented, process-focused, and highly-resourceful ‘Information Technology Support’ professional with comprehensive experience in IT and non-IT, client-facing and service-centric roles, within various sectors. Network+, A+, and Security+ certification candidate with an Associate degree in Computer Office Technology, and skills in delivering prompt and professional IT support to end-users, including troubleshooting, installations and maintenance.
Leadership established through supervising Field Technicians to complete daily service requests, resolving escalated installation & service requests, training staff on service deliveries, and managing special projects
Employed quality management best practices in daily tasks, with a focus on issue resolution, continually improving customer service & satisfaction scores, and coordinating resources to support operations
Fast-track advancement based on consistent contributions to organization’s customer service and technical support operations, along with performance excellence, reliability and overall execution
Poised to ensure system agility and achieve success in reducing down time with strong ability to understand software and hardware systems/process, and quickly master new information technology concepts
Confident and poised in interactions with all ages and levels of individuals.
Detail-oriented and resourceful IT and customer service-focused professional skilled in spearheading, organizing and completing multiple project simultaneously while managing teams and operations
Core competencies
Staff Supervision / Training and Seminars
Prompt Resolutions for Escalated Queries
Technical Support and Troubleshooting
System Installations, Maintenance, and Upgrades
Special Projects Management
Online Technical Issue Resolutions
Information Management and Assurance
Effective Communications and Presentations
Professional Work History
Cablevision (DBA as Altice U.S.A). Stratford, Connecticut 2009 – 2016
Dispatcher Lead
Delivered quality-focused, technical support and resolution to issues related to installation and service of all company products, while supervising a team of 24 to perform daily technical support operations. Ensured Cablevision scheduling and routing was accomplished with accuracy and all technical support staff received the required amount of jobs per day. Coordinated with technicians and end customers, while maintaining end-to-end transaction of reports.
Earned Employee of The Month award several times during tenure among team of 1600 technicians, for delivering superior technical support and strategically resolving escalated customer inquiries
Continually monitored and ensured dispatch operations achieved and maintained required or better ETA and Go Back resolution percentage; coached, guided and mentored field technicians
Performed on-site support and educated customers through the entire installation process from inception to completion; created training seminars to improve training functionality and learning transfer
Surpassed or met dispatching practices and procedures inclusive of repeat trouble calls, trouble calls on installs and job on-time completion rates while efficiently handling escalations
Actively participated and chaired team meetings to discuss strategies and goals for efficient call handling,
Accomplished special projects, as assigned, within timelines and as per requirements
Optimized systems, processes and operations while leveraging technology to improve the internal communications experience; modified accounts to reflect customer changes and corrected internal errors
30 Stevens Street, 305
Bridgeport, CT – 06606
Mark Perry
(203) 507 – 9911
***********@*******.***
Professional Work History Continued…
Royal Bank of Scotland (RBS) - Bridgeport, CT 2004 – 2009
Customer Quality Assurance (QA) Analyst
Emphasized on all quality assurance aspects of efficient telephonic service deliveries (call center), and evaluated customer service calls between representatives and clients. Earned fast track promotions based on stellar performances, and employing quality management practices during daily call analysis functions.
Reviewed and audited telephone interactions along with investigating customer survey responses; identified areas of service improvements and developed programs to improve the overall customer experience
Acknowledged for upgrading bank software to improve employee productivity; recommended improvements in customer communications, processes, system functionality to efficiently resolve issues
Performed mock calls with new hires post-training to determine readiness for moving into support
Conducted group coaching sessions addressing service quality deficiencies and improvement opportunities
Worked in a constructive, non-biased, and collaborative manner by establishing positive work relationships and demonstrated professionalism and expertise in a dynamic environment
Spherion Technologies - Woodbury, NY 2003 – 2004
Technical Support
Delivered qualitative and superior online technical support to valued clientele, earning praise, trust, and customer confidence. Simplified technical issues for customers with internet connection issues. Instituted systems and processes, & developed and measured against quantitative metrics to improve overall productivity.
Recorded details regarding customer conversations, prepared MIS reports for decision making, and managed weekly schedules, along with escalating grievances to respective departments
Achieved measurable success contributing to KPI’s, quality assurance and profitable online technical support operations, and remained driven to ensure customer satisfaction and loyalty
Warehouse Manager / Distribution Coordinator Distribution Medical Company 1995 – 2002
Achieved continuous promotions through performance excellence at the medical distribution company starting as a driver and earning increased responsibilities as the Warehouse Manager. Maintained strong relationships with pharmacists and hospital personnel, and led a team of 9 to direct warehousing operations.
Calibrated machinery, coordinated dispatch drivers to deliver projects on schedule, organized daily processes and strategically planned business functions to execute on all aspects of shipping, logistics and operations
Contract Work History
Independent Technology Service Provider @ Dice.com 2004 – 2005
Demonstrated high quality, results-driven, prompt, and professional customer service and support to instill confidence in technical advice and directions
Managed multiple software-focused engagements from inception to execution encompassing transitioning software, updating hardware and setting up network systems
Education & Certifications
Associate of Arts (AA), Computer Office Technology, Minor: Liberal Arts 1996 – 1998
Business Informatics Center, Valley Stream, N.Y.
Computer Science - State University of New York College at Old Westbury 1987 – 1989
A+ Certification (Expected July 2017) Network+ Certification (Expected June 2017)
Security+ Certification (Expected Sept. 2017)
Technology Proficiency
Microsoft Office Suite (PowerPoint, Excel, and Word), Remedy OS/Environments: Windows 95/98/2000/XP
Hardware: PCs, hard drives, memory peripherals, Wireless devices (Laptops, Tablets, Smart Phones)
Networking: TCP/IP, DHCP, DNS, POP
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