Manager Technical Support
Resume:
James Bitakis
Albuquerque, NM 87114
ac1wxx@r.postjobfree.com
Career Summary: Technology Consultant consistently finding success as an expert clients can rely on to not only resolve any issues they may have with devices and infrastructure, as well as acclimate them to a level of comfort and understanding that unlocks the full potential of their devices and tools resulting in increased productivity.
EXPERIENCE
Information Technology Contractor, Teksystems 4/30/2017 - 8/20/2017 Was able to quickly adapt to changing business environments to meet the needs of my clients. Provided quality technical support at an efficient pace while in high pressure environments, including assisting doctors and nurses at Lovelace hospitals and clinics. Provided additional services in the form of reliable data and testing of the new EMR software being released. Was able to provide support and direction for my teammates starting day 1 by possessing a strong IT background, in a variety of applicable skills.
Elite Representative, Customer Engineering Services 6/5/2014-7/15/2016 Performed detailed setup of Cisco switched networks including: workstations. Kiosks, printers, and servers, while never interrupting the 24 hour business of our biggest retail clients. Ensured proper installations with top quality each time by verifying 800 pt checklists. While operating under intense time and budget constraints, was able to manage a brand new group of inexperienced individuals to a successful project completion each week. Ensured the staff was comfortable and efficiently used equipment by providing in depth technical training at each location after setup completed. Assumed the position of “Elite Rep”, to provide ongoing oversight of ideal operations, training, communication, and skill enhancement for client staff in my territory and beyond.
Senior Specialist, Technical Care T-Mobile USA 09/25/2009-1/8/2014 Excelled in providing an efficient resolution for direct and adjacent issues reported by our customers., and improving their overall experience by showcasing the finest aspects of our products through hassle free, easy to understand, technical education. Supported my team by sharing best practices that were easy to adopt and customize, which led to an increase of quality consistency in those areas across the team. Provided technical training for newly advancing representatives into senior care, while performing tech training was able to successfully leverage my personal soft skills to be used with the delivery of of the the new technical information to ensure our top tier techs sounded confident immediately. Took an active role as a subject matter expert in the company's new resource “The Community” a forum and product knowledge base providing self help for customers and employees.
Customer Account Executive, Comcast 8/18/2008-09/21/2009 Ensured a quality and exciting experience for all subscribers. Effectively built rapport and brought value to customers while leading the care team in sales for most of my tenure. Responsible for ensuring my team members understood their duties and how to be effective, and checking their work orders quality assurance.
Lead Server, Chili’s 01/31/2007-08/9/2008 Responsible for training new hires with concerns to policies. core values, and expectations. Coordinated daily operations and closing duties for waitstaff. Created a friendly and comfortable dining experience for all guests.
Technical Support Representative, AOL LLC 01/06/2006-11/15/200 Responsible for providing support to customers unable to properly use AOL software. Ensuring there was ample floor support and coaching for other representatives. Found resolutions to problems subscribers came across while attempting to use our service.
Store Manager, West Mesa Subway 03/15/2002-12/14/2004 Promoted to store manager the first day my age allowed. Trusted with managing a business with 11 employees. Responsible for training and developing all new hires. Effectively managing inventory and labor costs. Executing all day to day operations.
CERTIFICATIONS
Cisco Certified Network Associate CCNA
Cisco Certified Entry Technician CCENT
Comptia Network+ Certified
Comptia A+ Certified
Currently testing for Cisco's Network Professional Certification, Expect to complete CCNP this year.
Proficient with installation and operations of the most popular linux distros.
Taken Multiple Courses dealing with real world network defense.
Advanced with windows in a desktop and server environment.
Experienced Android technician since release of original G1.
Provided support for Microsoft Windows since dial-up internet, and remain an avid windows insider.
Familiar with aged and evolving hardware standards for client support and as a custom hobbyist.
Well versed in Microsoft Office including Microsoft Excel, Powerpoint, Word, Outlook, and Publisher
Experienced with working with Apple IMAC and mobile IOS systems
AWARDS
First rep in my division with CES to be formally recognized amongst my peers, winning management's incentive the coveted “Thank You Award”
Invited to multiple recognition banquets and retreats for consistent top performance
Recognized as the Top representative in my department nationally for 2011 T-mobile’s INLIST
Consistently stay in the “Jefferson Wolf Pack” for multiple months
Recognized multiple times as a T-Mobile Tech Care “Top Performer”
Awarded Several “MCIP” Bonus Compensations
Consistently named in the list of Comcast Cares Top Ten Sales Performers over a twelve month period
Featured as “Best of the West” for the Southwest Region of Comcast for the quarterly review: Cares Connection
EDUCATION
University of New Mexico, Albuquerque, NM
Freedom High school, Albuquerque, NM
REFERENCES
Ishmael Roumba Technical Cell Lead CES 575-***-**** ac1wxx@r.postjobfree.com
Steven Welch Business Analyst T-mobile US 505-***-**** ac1wxx@r.postjobfree.com
Denia Griego Tech support Manager T-mobile 505-***-**** ac1wxx@r.postjobfree.com
Rick Breden President at Essentials LLC 505-***-**** ac1wxx@r.postjobfree.com
George Bruce Chief Operations Officer RRPS 505-***-**** ac1wxx@r.postjobfree.com
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