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Customer Service Management

Wellington, Florida, United States
January 02, 2019

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ADDRESS: **** ********* ******, ***** **** Beach, FL 33411 (looking to relocate)

PHONE NO: 561-***-****




Systems: Windows 2000/XP/VISTA/7/8/10, Server 00/03/08/12, Mac OS

Hardware: Firewalls (Watchguard/SonicWall) / Routers - Switches (Netgear, Linksys, Tp-Link, Cisco) Backups (Local Cloud WD/Seagate), and 20+ years of break/fix experience on ALL pc/laptop/apple products.

Software: VMware, Exchange, MS Office, Teamviewer, Avast!, Malwarebytes, Superantispyware, Symantec Ghost, Acronis Backup, LogMeIn, Acrobat, ActiveDirectory, Carbonite, OneDrive, Google Drive, Etc.

Certifications: A+, Net+ MCSA, MCP


Entrepreneurial spirited, innovative technologist with 15+ years of executive level experience identifying, qualifying, building consensus for, and implementing enabling technologies and enterprise systems that facilitate business processes and strategic objectives. Adept at identifying training needs; coordinating through IT solutions; and facilitating, coaching, and measuring the effectiveness of learning. Proven success in managing multiple large-scale infrastructure projects across matrix environments, and multi-phased, complex migration that address technology, people/organization and process change. Powerful blend of technology vision and business acumen results in consistent development of powerful business strategies supported by cost effective, high performance IT infrastructures and applications. Excellent communication and relationship building skills with an ability to prioritize, multi-task, and work with a variety of internal and external stakeholders. Exceptional leader, motivator, and team builder who is goal-oriented and excels in a fast-paced, high pressure environment.


IT Strategy Development, Virtual Technologies, Network Engineering, Talent Acquisition & Training, Systems Integration, Database Support, People Management, Help-Desk, Customer Orientation, Relationship Management, IT Service Delivery Systems, Continuous Process Improvement, Organizational Development, Employee Development, Project Management, Staff Recruiting & Retention, Performance Management, Conflict Resolution, Documentation & Reporting, Project Scheduling, Team Building & Leadership, Project Budgeting & Cost Controls, Quality Assurance, Strategic Planning/Execution, Vendor Management, Change Management, Contract and Negotiation, Complex Problem Solving, Team Building & Mentoring, Client Relations & Presentations, Workflow Planning, Productivity Improvement, Executive Decision Making, Customer and Personal Service, Risk Management, Vendor Management, Change Control Management, Strategic & Tactical Planning, Acquisition Target Analysis, Commercial Due Diligence, Competitive Intelligence, Business Development, Project Management, Value Chain Analysis, Management Development, Performance Evaluation and Workshop Facilitation



PC Pros, LLC, West Palm Beach

2009 to Present

Responsible for web design, data retrieval, wide variety of troubleshooting, network system repair and installation, sales, design and build customized systems, tutoring (in person and via phone).

Ensure high quality execution of all technology services and coaches others to do so, to minimize rework.

Provide training and coaching to associates as required both in the area of technology services and on the sales floor.

Assess problems and identify and implement corrective solutions.

Offer software and hardware support including set up, testing, auditing, troubleshooting and installation.

Provide premium customer service with a full range of technical troubleshooting services for their networks and workstations as well as remote troubleshooting and assistance.

Provide technical support in troubleshooting and solving a vast array of concerns.

Worked with clients to analyze computing and network needs and implemented appropriate solutions as well as maintenance and development of bug fixes and patch sets for clients’ computers.


PC Lan Techs, West Palm Beach, FL

2008 to 2009

Managed tech bench in-house. Maintained day-to-day hardware and application systems focused on providing support to local and remote staff.

Installed, configured, troubleshoot, and repaired computer workstations and local area networks, monitored performance, diagnosed and resolved problems.

Excellent troubleshooting and customer service skills to quickly meet their needs.

Recommended hardware and/or software solutions for short and long range goals. Researched options available and implemented.

Maintained a positive working relationship with all enterprise departments to optimize working relationships and communication.


Brannon & Gillespie, Wellington, FL

2006 to 2007

Responsible for the design and relocation of network system during large remodeling project; concierge service provided for data back-up, data retrieval.

Managed technical services, data center, purchasing, client-facing technical support, infrastructure, architecture, disaster recovery/business continuity, etc.

Introduced methods for tracking project management, workload planning and corporate business performance metrics.

Collaborated with business and IT partners to support requirements identification, development, testing, and implementation of projects.

Ensured all work requested was reviewed, sized, scheduled, tested, and implemented through the appropriate governance oversight process.

Developed IT standards and policies designed to streamline desktop and software support.

Instituted steering committee to align IT initiatives and improve organizational operations.

Initiated data and network disaster recovery plan to support business drivers, timeframes, and budgets.


Schumacher Automotive, West Palm Beach, FL

2005 to 2006

Responsible for administration of 500+ computers at multiple dealerships, management of technology purchasing and inventory, wiring of network in new Hummer building, resetting of entire server room, recovery of lost data, nightly server back-ups.

Oversaw and coordinated technology direction and strategy, process and quality improvement.

Managed IT corporate standards compliance, asset management, project planning and management, budgeting, forecasting, and customer relationship management.

Led & drove the ideation and development of innovative solutions and project managing their execution.

Aligned key stakeholders, facilitate consensus, and manage cross-functional teams to ensure that assessment / implementation activities are executed efficiently and successfully.

Created and analyzed trending reports and performance metrics, which improved service levels and helped identify business process improvement opportunities.

Directed IT teams in designing, building, implementing, managing, supporting and enhancing key technologies.


Ranger Construction, Corp., West Palm Beach, FL

2004 to 2005

Management of 200+ remote and local computers, supervision of Help Desk, daily operations check, management of servers in Florida and Virginia, trouble shooting, systems back-up.

Developed systems that met user requirements by performing system analysis and database design. Translated business requirements into technical requirements.

Developed process improvements and other enhancements that improve operational efficiency as well as ensure data security.

Collaborated with management team to identify long-range information systems needs and establish priorities for system upgrades and modifications aligned to organizational goals.

Installed and developed security baseline policy & documentation procedure.

Performed security validation, penetration testing, and other technical tasks to identify risks.


Office Depot, Wellington, FL

2001 to 2004

Extensive customer service, sales, inventory, department set-up for brand new store, and numerous projects as assigned by Assistant and Store Managers.

Coordinated the manager’s schedule and ensured they are made aware of issues that need immediate attention.

Screened calls, prioritized mail and maintains follow-up system to ensure completion of each task or project.

Awarded as “Employee of the Month”.


Crown Computers, Corp., Royal Palm Beach, FL

1999 to 2004

Offered complex troubleshooting, repair, and design of several systems, service calls, networking, network administration, and technical assistance for customers.

Provided direct customer support to resolve customer problems/questions as quickly as possible while providing the highest level of service.

Updated tickets, provided status updates and follow up resolutions to customers.

Provided on-site deployment of laptop and desktop computers per client specifications, assuring proper setup and functionality of all computers and network equipment.



Associates Degree in computer networking





Steve Jilek: 561-***-****

Jonathan Cecil: 561-***-****

Bob Levine: 248-***-****

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