Customer Service Technical Support
Resume:
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Christopher Adkins
Waukegan IL 60085
SUMMARY
Highly adaptable results driven individual with diverse experience in customer service, technology, shipping, receiving, heavy equipment operation, inventory control, process analysis and forecasting. Capable of quickly learning new standard operating procedures and processes. Adept to rapid acclimation to software applications of varying types and functions. Diligent professional with a strong work ethic. Works particularly well in team environments in both lead and support roles.
SKILL HIGHLIGHTS
- Knowledge of JD Edwards (WMS) - Customer Service Focused
- RemedyTM - OracleTM
- SalesforceTM - Microsoft OfficeTM
- SAPTM - ServiceNowTM
- Ticket Escalation - Software Deployment
- Active Directory - Password Resets
PROFESSIONAL EXPERIENCE
FIELD SALES SUPPORT, IT ASSET MANAGEMENT, ABBVIE INC. – WAUKEGAN IL 2017-PRESENT
Receive phone calls troubleshoot 15-20 phone calls per day for ticket issues.
Provide routine support for field users with IT related issues.
Answer, evaluate and prioritize incoming ticket requests for IT service in a professional courteous manner.
Resolve routine hardware and software problems and escalates tickets if necessary.
Utilize active directory to change passwords.
Break/Fix requests.
Refresh / Warranty expiration.
Process Advanced Exchange (AE) and Direct Exchange (DX) ServiceNow requests.
Generate license plates for equipment for IT Asset management purposes
Follow up on old tickets to in an effort to resolve and close them. 2025 Washington St. Waukegan IL 60085
(630)
394-3324
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Update and complete ServiceNow requests and update the Metrics document with the date of the request, date shipped, tracking number, service tag, etc.
Build machines for specific departments using an Abbvie Windows OS ISO
Ensure SLA guidelines are being met
Keep end users informed of progress utilizing Cisco Jabber and Microsoft Outlook.
Update and close ServiceNow requests and update Metrics documents when tasks are completed
Identify when inventory should be ordered
Coordinate with Field Sales Hardware department to process New Hire Kit requests WAREHOUSE ASSOCIATE, TIGER DRYLAC USA – ST. CHARLES IL 2015-2017
High rack and consolidate finished products using a variety of machines including Raymond stand up reach trucks and cherry pickers. Racks are approximately 7 levels high on average. Heights from 6-27FT.
Receive products into a warehouse management system known as SAP.
Pick customer orders from high rack areas using cherry pickers and high reach trucks. (LTL, UPS, Federal Express)
Label and scan outbound customer orders to be posted and sped inside of SAP.
Load and unload trucks and trailers with a forklift.
Operate shrink wrapping machine to shrink wrap pallets.
Receive finished palletized goods from production areas for stationary high rack as well as repositionable flow rack storage.
Utilize pallet jacks and forklifts to move finished product safely within warehouse.
Reprint absent bar code labels on finished products whenever necessary.
Utilize a Motorola hand held bar code scanner to scan finished products to designated high rack locations. Information is sent to SAP through the scan gun.
Process smaller customer orders via UPS Worldship and Fed Ex Ship Manager
Work closely with other company departments to coordinate finished product releases to insure adequate warehouse inventory levels at all times. WAREHOUSE ASSOCIATE, DYNASTY INTL. – ELK GROVE IL
2014-2015 (1 Year TSA Contractor Opportunity)
Load and unload trucks and trailers with a forklift
Operate shrink wrapping machine to shrink wrap pallets.
Receive finished palletized goods from production areas for stationary high rack as well as repositionable flow rack storage.
Utilize pallet jacks and forklifts to move finished product safely within warehouse.
Reprint absent bar code labels on finished products whenever necessary.
Utilize a Motorola hand held bar code scanner to scan finished products to designated high rack locations. Information is sent to SAP through the scan gun.
Process smaller customer orders via UPS Worldship and Fed Ex Ship Manager
Work closely with other company departments to coordinate finished product releases to insure adequate warehouse inventory levels at all times.
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WAREHOUSE ASSOCIATE, NAPA DISTRIBUTION CENTER – NAPERVILLE IL 2011-2014
Tag incoming merchandise with warehouse identification labels
Place pallet unloaded automotive parts on correct shelves utilizing the procedures outlined by the JD Edward’s (WMS)
Use radio frequency equipment to track all merchandise
Adhere to pick sheets and schedules to select items for shipments
Assist with monthly, quarterly, and yearly stock inventory procedures
Track merchandise at every step by tagging and scanning
Prepare items for shipment by boxing and padding correctly
Move all merchandise according to schedules and safety guidelines
Attend all employee meetings and training workshops to maintain knowledge of warehouse procedures
LATTER YEARS PROFESSIONAL EXPERIENCE 2002-2010
CUSTOMER SERVICE, SIEMENS HEARING INSTRUMENTS – PROSPECT HEIGHTS IL 2009-2011
Receive finished hearing aid devices ready for shipment
Generate warranty cards for each hearing aid device to be included in shipment
Place hearing aid devices and all relevant documentation into appropriate packaging
Work closely with customers and audiologists to insure product viability
Correspond regularly via e-mail and telephone with insurance companies and other parties
Generate appropriate shipping labels via UPS WorldshipTM or Fed Ex Ship ManagerTM TECHNICAL SUPPORT, INFINITY LENDING – DEERFIELD IL 2007-2008
Investigated, diagnosed, and resolved customer service requests in a timely and professional manner
Builds relationships and creates a welcoming environment for all clients
Monitors and responds quickly and effectively to client requests and IT project deadlines
TECHNICAL SUPPORT, DOVENMUEHLE MORTGAGE – LAKE ZURICH IL 2005-2007
Resolving hardware requests and incident, break/fix tickets
Utilized data backup and recovery tools
Resolve routine hardware and software problems.
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TIER 2 TECHNICAL SUPPORT, KRAFT FOODS CANADA - GLENVIEW IL 1998-2005
Receive phone calls from end users and support a variety of requests.
Attended regular trainings related to new software or helpdesk operations
Update information in SupportWorks.
Provides assistance to customers remotely and with on-site technical support. WAREHOUSE ASSOCIATE, UNITED PARCEL SERVICE
EDUCATION
WILLIAM RAINEY HARPER COLLEGE – PALATINE IL
Computer Information Systems major.
NON-PROFIT WORK
INDEPENDENCE CENTER – WAUKEGAN IL
Built and donated an interactive site for individuals with mental disabilities. It is known as The Independence Center Navigator. The site is available at www.rebrand.ly/navigator. The Independence Center has a computer lab that consists of 9 desktops. Utilizing a Kiosk Chrome Extension from the Chrome webstore, this website is displayed as the incumbent desktop at all times instead of the traditional Windows 10 desktop. The Navigator allows users to safely navigate the internet and interact with a variety of other resources in a controlled environment.
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