Customer Service Management

Zeph Launius-Socha - Phone: 480-***-**** - Email: ****.************@*****.***

Professional Summary:

Hands on, results oriented professional equipped with over five years of computer-related success and extensive experience in IT Operations and Service Desk. Demonstrates a unique combination of strong technical, leadership and interpersonal skills proven by effective interaction with management, customers, and team members.

Information Technology Experience:

Discount Tire – Operations Analyst, November 2014 to Present

●Highly diligent admin focused on minimizing downtime for the enterprise scheduling program Automate and its downstream systems.

●Highly trusted individual entrusted to train and onboard 5 of the 7 current members on my team

●Effectively and coherently handled mass company communications for things involve downtime management, impacted services, as well as root cause analysis to upper levels of management.

●Assisted in support of the Hybris eCommerce Omni Channel software suite as a Jr. Admin, tools utilized included: AWS EC2, SWS monitoring, OPsworks Deployments, Cloud watch logging, and ELB management.

●Hands on frontend SAP support utilizing java based netweaver during initial rollout to stores.

●Very adept at all Windows productivity applications including but not limited to: Word, Powerpoint, Excel, Lotus Notes, Trim

●Microsoft Windows desktop expertise from Windows 98 to Windows 10

●Various Linux distributions such as Fedora and Ubuntu

●Over one and a half years experience supporting a custom built java Point of Sale backend

●Some Iseries (as400) knowledge

●Familiarity with mobilepass VPN token management

Discount Tire – Help Desk Analyst, November 2013 to November 2015

●Provided various support duties to our 900+ stores while also performing as the primary escalated point of contact on all SAP/Inventory Management related issues during a migration from previous custom software

●During transition phase reduced the amount of process related calls by 34% over a monthlong period through the creation of various knowledge articles in Service Now

●Resolved issues with computer systems including drivers, hardware, and software via phone and the landesk management tool

●Prioritized escalation of high priority issues to Tier 2 resources

●Worked with the escalated specialist team to put out company wide communication as well as handle problem management

●Worked with the Network Specialists to establish the first circuit specific troubleshooting group to support the stores, the structuring of this being a precursor to what would later become a full Network Operations Center

●Utilized ticket history reporting in order to refine in expected call/wait times for our customers

Discount Tire – Adjustment technician, April 2012 - November 2013

●Processed defect tires for credit reclamation with manufacturers

●Worked hands on with many vendors to streamline the adjustment process

●Took control of the OE wheels program and optimized it to be twice as efficient in order to meet our customers demands

●Frequently worked on the road to support the adjustment drivers and stores on site

Education:

●Linux Academy - Working On AWS Certified Solutions Architect - Associate Level

●Linux Academy - Completed Linux Essentials

●Lettered In Theater

●Lead 20 people in the Technical Department of the Fine Arts program for 3 years

●Sandra Day O’Conner High School (2010 - 2013)

Special Skills:

●Highly self-motivated worker

●Meticulous attention to detail

●Excellent verbal and written communication skills

●Always striving to learn something new, as well as the ability to do so quickly

●Excellent customer service skills

●Equally capable in a team or solo based environment

●Off hours experience

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