Customer Service Sales

Robert S. Mossotti

** ****** ******, ***********, ** 14424

Phone: (315) 447 - 9208 · E-Mail: **********@*****.***

OBJECTIVE

Experienced IT professional seeking a position as a service desk representative or desk side tech

KEY PROFICIENCIES

Network Troubleshooting - troubleshooting local network connections

Application Troubleshooting - troubleshooting various applications including office applications

Hardware Troubleshooting - troubleshooting computers, peripherals and mobile devices

Active Directory - password resets, unlocks and making modifications to user’s accounts

Customer Service - servicing customers over the phone and via chat

Microsoft Azure - managing mobile device accounts

Instructional Design - designing lesson plans for teaching science to high school students

SCCM – pushing software to users’ computers

Organization - self organized and can manage different activities or projects simultaneously

Windows Troubleshooting - Troubleshooting windows issues for Windows 7 and Windows 10

EDUCATION

Masters of Science for Teachers Le Moyne College, Syracuse, NY 2006

Bachelor of Science Rochester Institute of Technology, Rochester, NY 2000

PROFESSIONAL EXPERIENCE

Service Desk Representative Constellation Brands Sept 2016 - Present

• Assist users with login issues such as enabling accounts, password resets and two factor authentication

• Provide troubleshooting support for hardware, local area networks and various applications

• Provide clear and concise documentation of all calls to facilitate adequate interdepartmental

cooperation and ticket resolution.

• Write Sharepoint articles outlining specific procedures to be followed by service desk representatives

•. Train new agents in job responsibilities as necessary

IT Helpdesk Bond,Schoeneck & King 1 year

• Provided technical support with computers, mobile devices and other peripheral devices

• Provided support with office applications including Word, Outlook and Excel

• Assisted with use of firm wide document management system

• Re-imaged laptops for use by faculty

• Performed cd duplications as needed

Billing, Sales and Technical Support Sutherland Global Services 3 years

• Provided Tier 2 Support to customer service agents in Turbotax

• Assisted AT&T customers with troubleshooting devices and billing issues

• Provided product and sales support to Microsoft customers

• Facilitated the sale of Microsoft products in compliance with metrics

• Attended professional development meetings as necessary

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