Customer Service Manager

Eddie Hernandez Brooklyn, NY 718-***-**** **.*****@*****.***

Skill Summary:

• Bilingual: Fluent: English/Spanish. Intermediate: Portuguese (Brazil)

• Experienced in Apple, Windows and Linux Operating Systems (RedHat)

• Clean Drivers License

• Extensive Customer Service Experience

• Familiar with Microsoft Suite, Photoshop, Final Cut Pro

• Keyboard 35 wpm

• Will Travel

Experience

LaGuardia College Long Island City, NY 1/2011 -7/2011

IT Department (intern)

• Monitored help desk ticketing system for any technical computer issues submitted by college staff

• Created custom Cat 5/6 cables to accomplish individual projects

• Installed new computers in “Smart Classrooms”

• Installed and upgraded software on computer systems as needed

• Connected newly installed computers to the network system and verified that proper

communication, withing the network, was established

Brooklyn Army Terminal Brooklyn, NY 2/2013 – Present

Concierge

• Provide warm and curious greeting to all tenants upon their arrival and departure.

• Direct new guests to their destinations when needed

• Addressed any issues and/or discrepancies of any kind to by providing accurate information or

forwarding them to the proper authorities

• Provide exceptional customer service even in potentially stressful situations

Union Hall Bar Brooklyn, NY 6/2008– 2/2013

Food Service Manager/Host

• Managed kitchen employees by adding and scaling hours as needed. .

• Investigated and resolved issues regarding food quality, service, or accommodations.

• Scheduled and received food and beverage deliveries, inspected delivery contents in order to

verify product quality and quantity.

• Monitor food preparation methods, portion sizes, and garnishing and presentation of food in order

to ensure that food is prepared and presented in an acceptable manner.

• Review work procedures and operational problems in order to determine ways to improve service,

performance, and/or safety.

• Provide creative input on new ways to use social media, print media and special events in order to

promote the venue and increase sales

Partsearch Technologies New York 3/2001 – 5/2008

Resolution Specialist

• Managed the companies electronics and appliance parts database

• Resolved customers issues regarding orders and website functionality via email, chat and by

phone

• Researched our database and the Internet for uncommon, hard to find parts.

• Worked with the IT department team to test and document user end issues with our website.

• Supervised a call center of 25 service professionals when needed

• Worked in the development team to create procedure and applications to improve the work-flow

within departments

Education

LaGuardia College Long Island City, NY 2010 - 2013

AAS in Computer Operations :Network Administration and Security

Relevant Coursework:

Windows Network Operating System UNIX Network Operating Systems

Network and System Security Computer Repair & Network Maintenance

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