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Customer Service Manager

Location:
Las Vegas, NV
Posted:
March 10, 2019

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Resume:

James A. Weber

Las Vegas, NV *****702-***-**** • ac8qk8@r.postjobfree.com • LinkedIn

QUALIFICATIONS PROFILE

Results-oriented professional with strong experience of implementing, administering, securing, and troubleshooting technical and network issues.

Information Technology (IT): Extensive experience on the techniques, policies, operational procedures, and technologies to design, implement, administer, secure, and troubleshoot IT hardware and software.

IT Support & Leadership: Dynamic history resolving IT problems, applying troubleshooting methodologies, and applying relevant policies and procedures to effectively secure and monitor IT systems and devices.

Project Management: Expert at project scoping, team building, collaborating with key stakeholders, managing deadlines and priorities, understanding and articulating priorities, architecting solutions, and delivering results.

Key Strengths: Excellent communicator, leader, and team player with the innate ability to handle pressure and complete multiple tasks in an operational support environment.

Proficiencies:

Technical:

Microsoft Office, Internet Explorer, C4 System Manager, Composer, WMC, CMS, Telnet, Putty, HotSOS, OPERA, LAN WAN

Core:

Networking, Project Management, Troubleshooting, Training, Budgeting, Customer Service, Process Improvements, Cross-Team Collaboration, Operations

EDUCATIONAL BACKGROUND

Currently Pursuing:

Bachelor of Science in Information Technology – Ongoing

Grand Canyon University, Phoenix, Arizona Cybersecurity Emphasis

Associate of Science in Computer Networking Systems – 2005

IIT Technical Institute, Henderson, Nevada Honors Graduate

EXPERIENCE HIGHLIGHTS

Aria Resort and Casino, Las Vegas, Nevada, 2009 – Present

Electronics & Network Technician, Facilities Department, 2012 – Present

Lead installation, maintenance, and upgrade Control 4 systems, networks, Wi-Fi access points, connectivity panels, Cisco switches, televisions, and Crave touchscreen hospitality network and devices. Troubleshoot and resolve guest usage issues.

Appointed lead on developing new device implementation plans.

Increased customer service ratings from 77% to 89%.

Package & Freight Specialist, Business Service Center, 2009 – 2012

Coordinated all package and freight duties, delegating tasks to loading dock personnel. Assisted guests with package and freight needs. Created and facilitated new Package and Freight Specialist training to fill crucial skill gaps.

Rewrote the Package and Freight Training Manual to align training methods with training needs.

Developed and implemented the Business Center Convention tracking spreadsheet template to streamline workflows.

Recognized for providing superior customer service, improving service scores from 65% to 96%.

Freelance, Las Vegas, Nevada & Los Angeles, California

Information Technology Analyst, 2006 – 2009

Provided clients with IT infrastructure design and LAN WAN solutions. Drafted proposals and detailed project from concept through testing and deployment.

Assisted ITT Technical Institute with an IT infrastructure proposal to unite 5 Southern Texas Colleges under a single WAN.

Helped Lejon Fuches Inc. enhance security systems with a LAN system design utilizing T1, T3 carrier lines and fiber optic technology.

Career Note: Also worked as a Product/Inventory Control Manager and Store Manager at Toys “R” Us from 1997 to 2006 and as an Operations Manager at Aeronautical Services, Inc. from 1990 to 1997.



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