Customer Service Project Manager

Edgar Arellano

*** ******* ***, #** • Buffalo, NY 14209

716-***-**** • **.********@*******.*** • www.linkedin.com/in/edarellano

IT / Project Manager

Self-starter with experience in supervising and motivating technical and non-technical staff.Provide technical services to internal and external customers including customer service, training, data analysis, report creation and presentation. Possess strong analytical, leadership and interpersonal skills. Ability to develop lasting relationships is enhanced by understanding differences in communication styles and adjusting accordingly to connect with the target audience.

Professional Experience

Saint-GobainADFORS 2013 - Present

International Customer Service Advocate

* Facilitate sale and export of technical fabrics to customers in Canada, Egypt, Europe, Latin America and Mexico

* Ensureproper customs paperwork required for each country is provided

* Interface with the consulate of the country of the importing business

* Adhere to laws regarding embargoes for all applicable countries

Inergex 2008 – 2012

Service Delivery Manager

* ManageHealthNow’sIT Service Delivery team of 20 responsible for Service Desk, Desktop and Core Application support

* Ensure SLAs (Service Level Agreements) are achieved and client expectations are set and exceeded by delivering quality and profitable services

* Ensure that specified systems, processes, and methodologies are followed to ensure effective monitoring, control and support of service delivery

* Provide scheduled and unscheduled reports, including management and account performance

* Manage service review meetings covering performance reports, service and process improvement recommendations, and service quality

Personal Computers, Inc. 2002 – 2007

Help Desk Operations Manager

* Coordinate and manage five Help Desk and six on-site Client Support staff

* Author, implement and evaluate in-house training for team members resulting in a time and cost savings by reducing training time from six weeks to four weeks

* Maintain monthly service levels at 100% for the last three years

* Reduction of average team talk time to under 3 minutes and 30 seconds

* Establish and maintain team First Call Closure rating of over 93%

* Assist in the implementation and maintenance of internal and external client reports

* Manage hardware inventory for various clients

Salomon Smith Barney 2000 – 2002

Project Leader / System Engineer

* Manage staff of six software and hardware specialists; coordinate schedule consistent with project requirements

* Analyze business processes to ensure integration of current network environment into the corporate standard

* Submit specific applications to Wintel for application wrapping

* Assist in the migration of server and workstation data from a Novell environment to an NT environment

* Coordinate the migration of e-mail accounts from HP Open Mail servers to Exchange servers

* Organize and facilitate inter-departmental and multi-site conferences

* Perform discovery and survey of Windows NT 4.0, Windows 2000 and Novell NetWare 4.11 servers

DiamondDepot.com 1999 – 2000

Senior IT Consultant

* Assist in the development of new company web site

* Create and maintain multiple corporate databases

* Train customer service personnel inuse ofdatabases

Medaphis Corporation 1998 – 1999

ER Physician Collector

* Developed intranet database to store all training and company documentation, resulting in increased employee morale, productivity and company profitability

* Manage account receivables for ER physicians in Georgia and Tennessee

* Coordinate gerontology-related charges with Medicaid and Medicare

Interactive Performance, Inc. 1996 – 1998

Call Center Manager

* Manage 105 AT&T credit representatives

* Create and implement a new bilingual department

United States Navy 1989 – 1996

Electronics Technician

* Maintain and repair ADP and satellite communication equipment

* Perform vendor evaluations for procuring transmitter parts; alternate vendor recommendation resulted in savings of over $36M per year

* Citation of outstanding performance from the Commanding Officer

* Highest possible rating during the Navy’s Inspector General inspection

Education and Training

HealthNow New York 2011 – 2012

HIPPA Privacy/Security Refresher Training

Unlimited Coaching Solutions 2009

The Four Agreements of Leadership – Phase 1-3

Rockhurst University 2008

Advanced Microsoft Excel

APM Group Loyalist Certification Services 2008

ITIL V3 Foundation

Salomon Smith Barney 2001

PC SOE Systems Administration

Supporting GCIB Technology

ComTrack

The Chubb Institute 2000

Network Engineering and Data Communication

Brainbench 2000

Network Technical Support

Computer Technician

MS Windows 4.0 Workstation Admin

State of South Carolina 1997

Transition to Leadership

United States Navy 1990 – 1995

Fundamentals of Total Quality Leadership

UHF Systems

Navy Tactical Command System

VHF Transmitters and Receivers

Cryptographic Equipment

ADP Systems

Advanced Electronics Technician

Languages

Fluent in spoken and written Spanish; understanding of French, Italian, Brazilian and Portuguese

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