Customer Service Manager

Jerry Jean-Louis

IT Level * Service Desk Analyst

Skokie, IL

****************@*****.*** - 224-***-****

• Analyze, diagnose, and resolve computer hardware, software, and operating system related issues

• Install, troubleshoot, and maintain network connections, network segments, and internet connections

• Document issues and escalate solution implementations where necessary

• Proper documentation formatting skills

• Foster teams, and implement team building strategies

• Adapt to change, and stay focused while working independently or on a team

• Dynamic problem solving capabilities

• Resolve technical issues efficiently and effectively

• Enjoy confronting new challenges

• Deliver quality on site or remote customer service and support for diverse system users

WORK EXPERIENCE

IT Level 2 Service Desk Analyst

United Airlines Inc - Elk Grove, IL - November 2011 to January 2014

Managed user accounts issues such as lockouts

• Did minor troubleshooting on all servers as local admin including e-mail, files server, Active Directory, DNS,

and DHCP issues

• Provide computer technical support 80,000+ airline employees

• Provide application support for multi United specific software platforms

• Assisted users with password reset for main frame applications: Shares, Apollo, and Unimatic.

• Supported pilots with IPad issues

• Supported end users with an email migration to a new server which included creation of new .ost files, and

linking current .pst files

• Supported wireless SSL VPN connectivity issues for remote users

• Created trouble tickets for hardware and software issues

• Analyzed issues and was able to complete/close calls with minor assistance or determine if calls needed to

be escalated, utilizing the HP Service Manager ticketing system

• Provide Excellent customer service

IT Support Technician

Barbeau Enterprises - Elgin, IL - October 2011 to November 2011

Imaging, Synchronization T400 IBM ThinkPad's laptops

• User testing (email, internet access, host connectivity, customer connect, blackberries)

• BOIS configuration

• Old hard drive destruction

• Installation of branch capture units

• Testing branch capture units with users

• Configure outlook 2003

• Provide IT Tech support to all bank personnel, troubleshooting, and resolving all work station issues to ensure

maximum operational efficiency.

• Set up new PC work stations for new employees and perform installs and upgrades for current staff as needed.

Stock Picker-Shipping Clerk

High Sierra Sport Company - Vernon Hills, IL - 2006 to 2010

Maintained effective productivity of two Distribution Centers

• Created invoices for both billing and crediting accounts

• Maintained all incoming and outgoing shipment records accurately

• Confirmed that proper merchandise was pulled and supplied to the customer

• Kept all records up-to-date and meticulously maintained

• Effectively supervised the day-to-day operations

Inventoried computers, monitors, phones, printers, scan guns, and scanners

• Prepared new computers for deployment

• Trained staff on software and hardware usage for approximately 30 employees

• Research new hardware and software though different vendors

• Manage printers queues and deployments

• Maintain printers, routers, and other network equipment

Sales Associate/Back up Cashier

Guess Factory Outlet Store - Gurnee, IL - 2006 to 2007

Strong customer service interaction facilitating client retention and new business referrals

• Attractively stocked and organized goods

• Received or disbursed cash related to payments received

• Trained and coached new cashiers for success in their roles

Customer Service Representative

M.C. Glass Company - Skokie, IL - 2005 to 2006

Used customer service techniques in person or by telephone

• Ordered and scheduled installation/ demolition of products

• Reconciled accounts payable and accounts receivable

• Encouraged and promoted future transactions for the company

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