Customer Service Quality Control
Resume:
Mark M. Albergo
Annapolis, Md. 21401
***********@*****.***
*********@**.***
OBJECTIVE
A position in a technical environment that maintains and supports end
users in a Help Desk, IT, or implementation Environment.
SUMMARY
Over ten years of strong Management experience with fiscal responsibility
managing Operations helping both inside and outside customers resolve
issues in both technical And customer service environments.
HIGHLIGHTS OF QUALIFICATIONS
0. Extensive experience administering all managerial duties of running a
Help Desk including budgeting, scheduling, as well as both Accounts
Payable and Receivable
1. Strong trouble shooting experience with Windows supported software
applications used in the hotel industry
2. Proficient in the use of Windows 95, Windows 98, Windows NT, XP, and
Windows 7 Enterprise.
3. Experience with the use of the internet using Netscape, and internet
Explorer 10
4. Experience working with business software applications: Word, Access,
Excel, Heat "Help Desk Expert Automation Tool", and RTA "Real Time
Adherence"
5. Extensive Quality Control Responsibility in a Call Center and in
Operations
6. Have conducted training classes to both inside and outside customers
in multiple software applications and in operational responsibilities
7. Conducted weekly staff meetings to discuss current issues and
implementation strategies to improve the efficient operation of
business
8. Supervised staffs of over thirty employees
9. Experienced in conducting hiring campaigns and responsible for
implementing and implementing and enforcing company policies
10. Experienced installing and trouble shooting hardware as well as
installing PCs on a network. Both NT and Novell.
WORK EXPERIENCE
Call Center Staff Staunch Security Inc. 1/2008 to 8/ 2013.
Worked in the call center for a small security company supporting
installation, quality control, and trouble
shooting alarm panels and security cameras for companies up and down the
east coast and Ohio.
Senior Microcomputer Specialist Sabre Systems INC. at the US Naval Academy
8/2001- 11/2011
Participated in help desk operation serving 2500 faculty and staff and over
4000 midshipmen. Manned walk-in/phone resource center to demonstrate and
train end-users in software applications and assist end-users with error
resolution. Analyze and researched trouble calls to determine resolutions.
Provide phone and on-site technical support to Faculty, Staff, and
Midshipmen at the United States Naval Academy. Strong software product
experience including MS Office Suite 2007, and 10 McAfee Antivirus,,
Internet Browsers, GroupWise Email, MIDS (Oracle web based app), Web
Intelligence (Oracle web based app); run scripts in UNIX to reset passwords
and perform other maintenance on accounts. Update and maintain databases
for the helpdesk, warranty and inventory tracking. Worked with Active
Directory. Performed software installations and desktop configurations to
include Novell clients' 4x, GroupWise client 6.5, Windows Operating systems
including XP; loan out laptops, track all calls in Remedy, and provide
user training on the use of hardware/software/network products.
Responsible for license conformity for all licensed software distributed
from ITSD at The Academy. Also installing and configuring HP printers as
both local and network printers.
UPS Logistics 2001-2001
Worked as a Help Desk Support Specialist support assisting in both
troubleshooting and upgrading proprietary software called Road Net in both
the USA and Canada. The troubleshooting was done remotely accessing their
computer via PC Anywhere.
Baltimore County Department of Social Services: Support Tech 2000-2001
Working as part of an IT department supporting all hardware and software
for the
Main 9 floor Towson location and the surrounding satellite Baltimore County
locations.
Setting up Network workstations in both Novell and NT environments. Also
support a database on an IBM AS400 main frame.
Cyntergy World Wide Support Solutions: Call Center Supervisor 1998-1999
One of 4 supervisors in a 24 by 7 Help Desk with over 75 analysts. Did
all administrative
Tasks including payroll, scheduling, QA, as well as being responsible for
subordinates adherence to company policy. Also as part of project
supporting hostel hardware and software using 3 different Hotel Management
Systems, needed to be able to efficiently trouble shoot diagnose and
resolve issues that the clients encountered...
Prime Hospitality: Hotel General Manager 1996-1997
Responsible for complete operation of a 128 room all suite hotel. Complete
responsibility for putting together and implementing the operating as well
as the Capital Budget and insuring through a 4-person management staff that
the goals dictated by those budgets were achieved.
Courtyard by Marriott: Multi-Department Supervisor 1994-1996
Supervised 3 departments, Housekeeping, Front Desk and Restaurant. Tasks
included Scheduling, payroll, inventory, and Customer satisfaction...
Motel 6: Hotel General Manager 1987-1994
Responsible for complete operation of a 202-room hotel. Complete
responsibility for putting together and implementing the operating as well
as the Capital Budget and insuring through a 2-person management staff that
the goals dictated by those budgets were achieved.
EDUCATION
BA Degree University of Maryland
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