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Manager Customer Service

Location:
Pomona, New York, United States
Salary:
95,000
Posted:
February 13, 2018

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Thomas Calabria

Pomona, NY

ac4goo@r.postjobfree.com - H-845-***-**** \ C- 914-***-****

OBJECTIVE:

Manage and coordinate all desktop support within the Orange Regional Medical Center. Responsibilities include, supporting a diverse population in 6 different locations 24/7 operation. ORMC is an ITIL environment that focuses on how to deliver value to the business and business units; I focus on documentation and strengthening our process to ensure a better working environment. Manage and organize the leverage of 7 technicians within and off site environment, and handle all high level executive support.

Highly skilled in Microsoft Office suites, 2003, 2007, 2010, 2011, 2013

Microsoft Access

SQL Server 2005

Market Data – Install and configuration

Windows server 2008 - Experience in Active Directory, configuring New hires, password change, Assigning Users and PC’s to groups

Asset Management – Hardware

Highly skilled in troubleshooting hardware, software, network connections, OS issues

Skilled in Desktop, Laptop and Printer hardware repair\ and printer configurations

Software install and configuration

Establish network patching connections. Identifying faulty network connections

Blackberry – activation, outlook creation, folder redirection

IPhone email configurations \ IPads setups, Air-Watch

Migration from XP to Win7 – Supported user with any issues containing to the migration, such as missing folders, network drive connection, monitor configurations, license software installs

EXPERIENCE:

NITHEALTH

IT Manager Support Services March, 2015 to Present

Hands-on Manager

Serve as point of information and direction for the service desk analysts

Provide support 3nd level support within the ORMC Hospital and surrounding building within the area

Provide support 3nd level support within the CRMC Hospital and surrounding building within the area

Provide Leadership of a team of 7 technicians Excellent leadership qualities and organization skills

Responsible for managing Projects, and deployments

Have bi-weekly meeting, improve process to increase productivity

Manage 24/7 operation \ PTO Time \

Responsible for all SLA’s within the ticketing system (CRM)

Responsible all reporting – Aged tickets, Ticket closers, Roll call

Monitoring all tickets progress from opening to closing – follow-up with clients

Tickets auditing - Checking for ticket documentation

Excellent communication and customer skills – Setting scope for service, follow-up through ticket progress

Run back-up tape on a daily, weekly, monthly bases

Cable patching in data center for connectivity

WOW repairs and deployments

Symbol handheld scanners, Zebra printers

Accomplishments:

Set standards in customer service

Open communication between team players, sharing information in resolutions

Setting standards on projects

Set standards for PC upgrades for entire hospital

Successfully implemented PC, Printer, Software, deployment for new wing

Understanding of ITIL process and procedures

Increase productivity by 60%

Project Management

A.New wing at Orange Regional Medical Center

B.New Urgent Care facility in Monroe N.Y

C.New Urgent Care facility in Catskill Region

NSCGlobal \ Morgan Stanley February, 2008 to January, 2015

Desktop Support Technician – Team Lead

Provided 2nd level support for 2000+ users within the midtown area

I have 5 years’ experience leading a successful team of 15 technicians within the Morgan Stanley environment.

Responsible for escalations to upper management – All urgent matters pertaining to complaints, outages, trending

Responsible for all SLA’s within the ticketing system (Service Now)

Responsible all reporting – Aged tickets, Ticket closers, Roll call

Monitoring all tickets progress from opening to closing – follow-up with clients

Tickets auditing - Checking for ticket documentation and applying correct TOT Coding

Managing technicians PTO time, Balancing staff at each location

Excellent communication and customer skills – Setting scope for service, follow-up through ticket progress

Excellent leadership qualities and organization skills – Have bi-weekly meeting, improve process to increase productivity

Act as a liaison between technicians, Service mangers, and upper management

Responsible for coaching technicians reasonability’s, company policy, and training

Accomplishments:

Promoted to Team Lead \ Supervisor

Lead a successful Team of 15 technicians in multiple locations

Reduce high amounts of SLA

Produce better working environment for technicians – increase productivity

Produce documentation on customer service – Technicians responsibilities and duties when communicating with a client

Sanofi-Aventis 04/2003 - 02/2008

Asset Management \Desktop Technician

Responsible for all installations, PC equipment upgrades, IBM and OEM desktop systems, servers, printers

Asset control (Hardware)

Assist and participate in planning and designed to increase productivity and efficiency in inventory control

Managed asset disposal, liquidated assets and raised receivables

Involved in migration upgrades, imaging, and installing all assets

Blackberry configuration

Coordinating Moves

PC Installs

New Hire setups

Accomplishments:

Asset control – reduce the amount of missing equipment within the firm

Refurbish equipment for resell and increase receivables

Migration project – Designed room for imaging, switches, cabling

Promoted to IMAC support

EDUCATION:

A.A.S. CCNA – Computer Networking

Suny Rockland College

B.S. Computer Information Systems

University of Phoenix



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