Customer Service Support
Resume:
James L Dennis Jr.
Las Vegas, NV 89122
Cell: 702-***-****
***********@*****.***
Objective:
To secure a position with a well established organization with a stable environment that will lead to a lasting relationships in the field of Technology that will lead to Management opportunities.
Skills:
Prioritizing, Balance, Multitasking, Industry Experience, Decisiveness, Persuasion, Flexibility, Open Schedule, Listening Skills, Business Acumen, Leadership Skills, Strong interpersonal and teamwork skills.
20+ years PC hardware/software knowledge.
Various knowledge of Microsoft PC Applications, Microsoft Windows support experience, Active Directory, Citrix, PhotoShop, Illustrator etc
POS experience (InfoGenesis or other POS Software and hardware support)
Experience with using systems monitoring software (SolarWinds or System Center).
ADP, IEX software experience and Workforce scheduling.
Excellent Platform skills, Understands how to communicate difficult/sensitive information tactfully.
Experience with AS/400,LMS, and CMS systems.
Able to facilitate, guide, train and develop and direct teams for reliable customer service and Sales Teams.
Experience:
Stations Casino Corporate IT Analyst
Oct. 2011 – Present
Helpdesk Support
Las Vegas, NV
Troubleshooting and repair service calls from internal and external end users of Station Casinos applications and Mobile application support (200 application in total).
Responsibilities also include installing new systems, facilitating training and administrating accounts and devices of the systems.
Research, diagnose, and resolve one call resolutions.
Work with 3rd party support Payment tech, Juniper Network Software & F5 VPN software installation and support.
UPS Teleservices
Jan 2010 - June 2011
ITS-Internal Technical Support (tier 2)
Las Vegas, NV
IT support for all UPS and 3rd Party Vendor Software using Netop and remote access.
AS/400 password reset and creation and maintenance.
DS/RSA Token activation and setup and password resets.
Network password resets assistance.
Telecom Support for Blackberry and wireless devices (i.e. Routers and Access Points).
Manual remediation for failed updates and installs via remote access.
Email investigations and troubleshooting for MS Outlook 2003,2007 and 2010.
Instant Messaging and Video support.
NOC support with Planned/Unplanned Wan Outages.
Imagewest Inc.
March 2009 - July 2009
IT and Creative Team
Las Vegas, NV
Oversees the administration and maintenance of the company's infrastructure.
Administration of the company's WAN and LAN.
Maintenance and administration of the company's infrastructure.
Maintenance of computer stations and software for company training programs.
Troubleshooting, systems backups, archiving, and disaster recovery and provides expert support when necessary.
Responds to escalated help desk issues.
Administration and maintenance of our tracking software.
Managed Banner and Pay-per click.
DVD and packaging artwork, and catalog creation.
Xilocore Inc.
October 2008 - March 2009
Operations Technician
Las Vegas, NV
Assist with new installation of software.
Co-Pilot Deployment, guide clients through installation and basic setup, done by GoTo Meeting Webinars.
Importation of data received through USB drives into data vaults and process the return shipping via FedEx and UPS.
Resolve issues with one call resolutions in most cases.
Advise clients about growth trends in data storage and possible solutions in a advisory role.
Regular follow up's to ensure customer satisfaction.
Regis Hairclub for Men and Women
August 2007 - February 2008
Helpdesk Support Level I
Las Vegas, NV
Helpdesk, answer inbound calls.
Identify issues ranging from POS issues, Network issues, Printer and software and PC deployment.
Research, diagnose, and resolve one call resolutions.
Work with 3rd party support Paymenttech and IC Verify and Telecom.
Handle Installation, Infrastructure and Training of new Mangers and staff.
Shift4 Corporation
April 2007 - August 2007
Customer Service Tier I Support
Las Vegas, NV
Answer Customer support inbound calls.
Identify issues defined by the customer.
Research, diagnose, and resolve.
Installations, Infrastructure and Training of customers on Shift4 products and keeping them abreast of updates and new products.
Prudential Americana Realtors
April 2006 - September 2006
Marketing Services Supervisor
Las vegas, NV
Manage Purchasing Department, Marketing Department & Mail Runners.
Track, reviews & edit all direct reports ADP timesheets & approve payroll.
Handle issues involving staff members, & perform evaluations.
Special projects assigned by Chief Brokerage Officer.
Review & approve all purchases, payments, costs to budget.
Review & approve all expense & other necessary reports.
Document any & all staff issues for personnel files.
Review and maintain reports to track received, stocked & issued supplies, parts, & reports to the Chief Brokerage officer.
1st Place Internet Advertising (SEO Firm)
May 2005 - December 2005
President & CEO
Las Vegas, NV
Takes the lead across all aspects of the company by reviewing how departments work together to reach company goals and by coming up with fresh ideas that will set the company apart from competitors
Determines the direction of a business by working with upper management and leading team members to create and implement strategies and goals
Builds a positive and productive culture in the workplace by listening to employee opinions, making adjustments, and recognizing the team's accomplishments
Communicates a vision for the company and take steps to make it a reality
Consults with investors and outside entities to decide which direction the company should go
Keeps up with current trends in the industry and modern business practices by reading periodicals and consulting with peers
Performs other decisions as necessary, such as reviewing reports, making presentations to investors and the board of directors, and examining how the company can cut expenses and increase revenue.
1st Place Internet Advertising (SEO Firm)
December 2002 – July 2005
Customer Support Manager
Las Vegas, NV
Responsible for the smooth daily operation of the outsourced customer service department. Set & maintained staffing levels. Provided internal training to call center representatives & measured performance. Supervised team of 10, including hiring, training, goal setting, performance evaluations, career development & compliance with personnel, company & financial regulations.
Handling client disputes over contracts, accounting issues etc.
Management of 3 departments: customer care, Initial client set-up, also Banner & email marketing department process & procedures.
Project Management overseas satellite office Manila project.
Key in hiring and train new employees for customer service and tech skills.
Create a proactive approach exceeding customer expectations by creating motivated, happy workforce.
Ellie Mae (formerly Genesis 2000 Inc.)
December 1999 - June 2002
Internet Service Coordinator
Calabasas, CA
Handling all inbound technical and billing calls and emails, and general account questions.
Web administration Setup of client websites, email accounts, and Domain setup and transfers.
Search engine registration.
Instrumental in creating online training program for clients.
Education:
Cal State Los Angeles
Associates
Computer Science
Los Angeles, CA
Certifications:
Microsoft User Account Management Certification
IT Security Governance
Access Control and Identity Management
Fundamental System Security
Privileged Password Security
End User: Cyber Fundamentals
Security Operations
End User: Network Security
Corporate Cybersecurity Management
Cryptography
End User Security Awareness
Intro to Infosec
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