Customer Service Manager
Resume:
Gary Krajewski
*** **** **** ****, ********, RI *2816
Phone (Cell): 401-***-****
Email: ********@*****.***
********@*****.***
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Summary
Over 10 years of experience in web design and development, Windows desktop
support, network connectivity support, and technical support customer
service, both in the corporate and non-profit sectors. Looking for a
position within IT Desktop Support, Windows Support, Outlook Support, in
the Helpdesk and/or customer-facing environment.
Work Experience
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Technical Support Engineer
Schneider Electric
January 2013 - March 2014 (1 year 3 months) West Kingston, RI
. Assist customers with product selection and configuration
. Provide first level support to our Medium Business and Small Data Center
market
. Design single phase product configurations; hardware and software; NMC
. Identify and develop business opportunities to increase IT efficiency and
productivity
. Triage, troubleshoot issues related to Network Management Cards, NMC
software, network connectivity, TCP/IP
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Information Technologist
University of Rhode Island
February 2012 - November 2012 (10 months)Kingston, RI
. Performed daily maintenance and data cleanup within the Advance/AWA
database management system
. Registered and supported alumni email, and interacted with students and
alum in resolving any issues with security and registration
. Researched to gather most up to date information on students, alumni,
prospects, and other entities using LinkedIn, AlumniFinder, White Pages,
and other tools
. Built and ran lists for internal personnel (Alumni Relations, Special
Events & Programming, and other colleges on campus)
. Used Microsoft Access as a tool to run queries against the internal
database to gather specific information based on a predetermined set of
criteria
. Performed ongoing data updates within the internal database, including
entity addresses, contact information, and employment
. Managed bouncebacks and unsubscribes from e-blasts and invitations
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Technical Support Analyst
UnitedHealthcare
October 2006 - February 2012 (5 years 5 months)
. Provided first call resolution support for Windows operating system
issues, hardware issues, printer issues, network connectivity problems, and
any issues or reports of outages for servers, in-house applications, and
vendor software.
. Provided helpdesk technical support for all internal United Healthcare
employees and external vendors, world-wide.
. Provided support and troubleshooting for RSA Security for remote clients
. Resolved issues with network printers, local printers, and scanners
. Provided technical support and triage for Cisco Routers, Cisco SSL VPN,
modems, and standard VPN connectivity
. Triaged and resolved security issues with logins, password security, anti-
virus definition updates, and access administration issues with program and
system security
. Reported all high-priority Level 1 and Level 2 incidents to Incident and
Senior Management for critical response and resolution
. Triaged and troubleshooted issues with Windows security, Active
Directory, and Windows roaming profiles
. Supported issues with PDAs, Blackberrys, and other smartphones
. Supported issues with Enterprise Email and Enterprise Mobile Email
Servers
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Web Designer and Desktop Support Tech
University of Rhode Island
September 2004 - August 2006 (2 years)Kingston, RI
. Created, designed, maintained, and updated web pages and whole websites
for on and off-campus programs, departments, events, and activities
. Collaborated with university faculty, staff, and students to gather
information and data
. Supported faculty, staff, and students with their computers, printers,
network problems, and software (Microsoft Office products, Adobe products,
etc)
. Designed web sites using Microsoft FrontPage and Dreamweaver
. Created database-driven webpages to collect data from end user input via
forms, ASP, Access, and HTML
. Worked with and supported student employees and interns with on-campus
projects using technology and design
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Cashier
Shaw's Supermarkets
September 2003 - September 2004 (1 year 1 month)Warwick
. Was responsible for handling, counting, and managing registers
. Provided front end customer service to direct customers
. Supported self-checkout technology and provided customer service in that
area
Web Designer
John Leyden's
2001 - 2003 (2 years)
Skills
Desktop hardware support, Windows XP/7 support, Microsoft Office, Microsoft
Frontpage, HTML, CSS, Visual Basic, Internet Explorer support, Printer
support, Internet/VPN connectivity support
Education
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University of Rhode Island
Bachelor of Arts (B.A.), Communication Studies; minor in Business
2001 - 2006
References
Paula Santos
Specialist, Public Programming and Special Events
University of Rhode Island
73 Upper College Road
Kingston, RI 02881
*******@*******.***.***
Relationship: Manager at URI from 2004-2006
Mark Wood
Professor
University of Rhode Island, Cancer Prevention Center
10 Chafee Road
Kingston, RI 02881
*********@***.***
Relationship: Manager at URI from 2004-2006
Marcia McKenna
Manager
United Healthcare
475 Kilvert Street
Warwick, RI 02886
Relationship: Supervisor at United Healthcare from 2006-2012
Tim Leyden
Insurance Agent / Owner
Tim Leyden Financial Insurance
3657 Post Road
Warwick, RI 02886
Relationship: Supervisor at Big John Leyden's/Field of Screams from 2001-
2005
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