Customer Service Management
Resume:
JOHN P. CSENCSITS
www.linkedin.com/in/johnp-csencsits
Colorado Springs, CO
**********@*****.***
Technical Skills
Windows Server, Linux, UNIX, VMS, Exchange, VMware/vSphere ESX, Hyper-V, Ethernet Network, TCPIP, VoIP, HP Blade servers, WAN/LAN, Direct Attached Storage (DAS), Network Attached Storage (NAS), Storage Area Networks (SAN), DNS, TCPIP, FTP, TLS, SMTP, ITIL, Virtual Remote Connection, Clustering, Enterprise Storage, Enterprise Servers, System Management, Application Testing and Release, Support Contract Management, Mission Critical Data Center Operations, Enterprise Configuration Management, Patch management, Project Management, Training, Documentation Creation.
Professional Experience
Hewlett Packard Enterprise, Colorado Springs, Colorado December 2012 to Present
Senior Storage Customer Support Consultant
-Provided Senior Level Technical support for Enterprise Virtual Arrays and 3par Enterprise SAN Storage
-Diagnosed and resolved customer storage related issues including performance, capacity, redundancy, throughput, network, configuration including hosts in order to meet or exceed customers’ expectations
-Provided support for Individual contributor specialists and management for global solutions support centers
-Grew team efficiency by developing work goals and department projects
-Increased ability of customers and technical resources to self-resolve issues by producing technical work instructions, user guides, troubleshooting manuals and tech tips for a series of diagnostic software packages
-Assigned, coordinated and performed Alpha and Beta mode testing of diagnostic software. This increased revenue, product visibility and customer loyalty
-Instrumental in the successful release of numerous software products designed to analyze and predictively notify about computer/storage hardware failures. This provided customers the ability to not require constant monitoring of technical issues
-Increased customer satisfaction and loyalty by training a variety of internal, external customers and support specialists on how to install, use and or troubleshoot a variety of software and hardware products
-Ensured customers would see increased value for their investments by verifying new software was compatible with other programs already in use
-Optimized customer operational performance by evaluating work load and capacity of computer systems
-Increased customer productivity by providing feasibility data to support expanding and enhancing computer operations
-Spearheaded efforts to produce a global support organization for software diagnostic tools. Thereby increasing customer corporate efficiency
-Increased product quality by applying knowledge of programming techniques and computer systems such as reading computer printouts, log files, code streams and observed display screen to detect syntax errors during program test
-Consulted with customers to identify current operating procedures and clarify program objectives
-Increased support team knowledge by facilitating technical forums. Purpose of which was to train, update, advise senior level support technicians on the latest findings and directives for our diagnostic software packages
-Increased company revenue by defusing dissatisfaction and managing customer problem escalations from inception to conclusion
-Exceeded Service Level Agreements by performing problem analysis, resolution and or management of caseloads
-Increased product quality by modifying code to correct error translation and problem resolution steps
-Exceeded customer service expectations by expediting accurate and timely solutions to Mission critical customers
Hewlett Packard Inc, Colorado Springs, Colorado Jan 2008 – Dec 2012 -promoted
Storage Support Consultant
-Managed technical resources for product development to increase revenue
-Increased customer satisfaction by directing requirements generation, evaluation, testing and implementation of software application
-World-wide Subject matter expert on software/hardware analysis product. This provided a single point of contact for internal and external customers.
-Managed Escalated customer difficulties to resolve and retain customer loyalty
-Bridged gap between Customer Service organization and Development engineering in order to represent customer prospective of the products
Compaq Computer Corporation, Colorado Springs, Colorado July 2002 – Jan 2008 -promoted
Software & Systems Support Specialist I to IV
-Improved productivity by creating software indexed library for hardcopy documentation
-Drove improvements in processes to provide industry leading customer service
-Decreased required customer intervention by spearheading a proposal for automation of event analysis and notification
-Directed a change in management and technical resource mindsets that automation would improve productivity, SLA’s and Customer SAT.
-Increased inter-team collaboration by assisting with requirements generation, testing and release of software application
-Improved electronic remote connection abilities
Digital Equipment Corporation, Colorado Springs, Colorado Jan 1988 – Jul 2002 -promoted
Customer Services Lead Specialist
-Processed Incoming Customer issues
-Route incidents to appropriate organizational department
-Instrumental in streamlining processes to exceed SLA’s
-Interviewed and On boarded new employees
Digital Equipment Corporation, Colorado Springs, Colorado Aug 1983 – Jan 1988
Senior Computer Assembler IV
-Assembled, Calibrated, Inspected and Tested Hard Disk Drive Assemblies (HDA)
-Managed Cleanroom personnel to meet quantity and quality requirements
-On boarded new employees on Assembly and Cleanroom operations.
EDUCATION
Colorado Technical Institute, Colorado Springs, Colorado
Courses toward Bachelor of Sciences in Computer Sciences
DeVry Technical Institute, Phoenix, Arizona
Courses toward Bachelors in Electronic Engineering
ADDITIONAL TRAINING
Storageworks Enterprise Virtual Array (EVA) technologies, 3PAR Enterprise Storage, VAX and Alphaserver Troubleshooting, Blade Server Configuration and Management, Application and Software troubleshooting for Windows, VMS, LINUX, and UNIX, Application Management for Windows servers, VMware and Linux servers, Network management, VMS and Tru64 UNIX System Management, VMS Cluster management.
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