Customer Service Manager

MICHAEL S. ALFORD **** McGuire DR. Kennesaw, GA **144

Email: ********@*****.***

Phone: 678-***-****

Objective:

To join a well-reputed organization as a professional Desktop/ IT Support

Specialist. To add value and drive success for internal and external

clients by applying my technical knowledge, outstanding customer service

skills, hands on experience and love of technology

Summary of Qualifications:

-1.5 years experience in Desktop Support.

-Completed and passed CompTia A+ Hardware exam

-Skilled in Maintaining, troubleshooting and repairing computers, Laptops

and peripherals, keyboards, video cards, and hard drives

-Win XP and Win7 experience

-Extensive work configuring VDI's

-Active directory and service manager experience

-Lotus notes

-Experience leading Technology training sessions

-Very strong Customer Service Background

Accomplishments

-Revamped the laptop configuration process in order to increase efficiency

and accuracy.

-Trained 3 new Desktop support techs that have brought value to the

company.

-Lead classes of over 100 New Hires in Technology 101 sessions.

-Played a key role in a large XP- Win7 migration. (2000+) machines.

Education and Training

-Tech Skills: Computer Repair and Networking program 06/02- 06/03

-Volunteer Work: Conducting a Continuing Education course, Public Speaking,

and PR.

-10 + Years customer service experience

EXPERIENCE

Kforce - PwC: 05/12-current

Desktop Support Technician

Ensure continuity of computer system services for users by providing the

technical expertise, assistance, and project coordination necessary to

install computer software products, modify and repair hardware and resolve

technical problems. Duties include:

- Provide Desktop support

- OS Migration from XP to Win7

- Configure New Hire Computers

- Troubleshoot existing computers

- Install and Maintain Peripherals (Phones, Printers and Monitors)

- Configure VDI Machines

- Provide user assistance using Active Directory and Service Manager

- Log and Resolve Trouble tickets

- Lead New Hire Trainings

XACT BUSINESS SERVICES: 06/09 - 05/12

Director of Operations

Sole Proprietor of small business designed to offer world class

administrative support, account management and customer service for both

large corporations and small businesses. Strong leadership, self motivation

and organizations skills utilized.

-Turned profit in 1st quarter of operation

-Successfully secured several new contracts

Morgan and Associates: 06/08 - 06/09

Licensed Insurance Agent

Contracted to drive sales and retain business in a small family owned

agency. Found great success in building relationships, client education and

retention.

-Added 300k to book of business in 1 year

-Initiated new customer service guidelines used to improve client

retention.

ABN AMRO MORTGAGE GROUP: 06/02- 07/06

Mortgage specialist / Business Analyst

Investigate background and financial history of Mortgage firms who wished

to sell our financial products. Strong investigatory and relationship

building skills needed in order to be successful.

-Worked on panel to rewrite underwriting guidelines. Saving the

company thousands of labor hours in redundant work and bad business

relationships.

-New Hire trainer

Contact this candidate