Customer Service Sales

J Michael Horgan

*** ******** *****, ***. ** • New Rochelle, NY 10801-4539

914-***-**** • *********@*********.***

PROFESSIONAL PROFILE:

IBM/Zacson Customer Service Tech Agent Employee of the Month for January 1996.

IBM/Zacson Star Performer Award for Customer Service 1995.

Highly skilled PC Technician/Software Instructor and Consultant.

Strong knowledge/experience with information technology.

Master level Proficiency Microsoft Office 2013/2010/2007/2003 Suite applications – Word,

Excel, etc. Very familiar with setup of email accounts in Outlook and on Smart Phones.

Proficient with graphics programs, web design, flyer / business card design, etc.

Studying for the CompTIA A+ certification.

Board Member – NAMI-Westchester 2011-2012

EXPERIENCE:

3/10 – Present J Michael Horgan / /Various Clients / Wainwright House, Inc. Westchester County, NY

IT Support (Website upkeep, etc.), Fixing PCs and working with Networks

* Provided state-of-art technology assistance to this special spiritual center, e.g, upkeep of

www.wainwright.org, also pivotal in startup of upkeep of NAMI-Westchester website of

which I am a Member of the Board, and other individuals’ and organizations’ websites.

Helped innumerable clients enjoy an enhanced computer experience.

* Encouraged and inaugurated the obtaining of new hardware and software to replace outdated

system units and small network.

* Repaired “dead” systems, made sluggish computers operate better than new; replaced / added

hard drives, blu-ray drives, etc., etc. (Apple- and IBM-type).

* Maintained and reestablished networks and their link to the net.

* Created eblasts for mass mailing, using e.g., iContact, designed Newsletters, business cards,

greeting cards, post card fliers, fliers, websites.

4/07 – 5/10 Search for Change, Inc. Norwalk, CT

Computer Trainer & Instructor / Vocational Counselor

* Provided state-of-art technology assistance to this satellite of New York office.

* Encouraged and obtained new hardware and software to replace outdated system units for

both staff and students.

* Teaching students with mental illnesses computer skills with goal of garnering employment.

* Focus on Microsoft Office, Excel, Word, Graphics programs & typing instruction.

* Facilitated clients writing and formatting effective résumés and cover letters.

* High level of patience and empathy for disabled consumers.

7/96 – 4/07 Michael Horgan New Rochelle, NY

Consultant

* Fixed many scores of computers, cleaning up viruses and clutter, replacing hard drives,

replacing laptop adapter cards, installing appropriate memory, swapping out motherboards,

setting Windows parameters, running chkdsk, regedit, msconfig, etc., Now working with 8.1.

* Temporary Tech Trouble Shooter at Computer help desk for ING financial corp.

* Provided accurate and detailed information to tech support.

* Trouble shooter providing telephone support to respond to challenging phone tech questions.

* Delivered marketing materials to various regional Gymnasiums and Health Clubs.

* Assistant Manager at fledgling Art store front, promoting disabled and other art creators.

1/94 – 6/96 Zacson Corporation/IBM Corp. Thornwood, NY

Customer Service Tech – Inbound

Star Performer Award 1995

Applied knowledge of IBM products and services to resolve end-user’s IBM issues.

Handled inbound IBM sales campaigns (e.g., for leasing AS 400 machines)

Worked Direct Marketing sales projects to categorize companies for potential tech support

contract, leasing mainframes, etc., with minimal management direction.

Collected information regarding customer’s identity and IBM issues / needs.

Utilized and maintained various information databases, initiating the development of a Help

File to assist customer service personnel in resolving calls.

Customer Service Agent Employee of the Month for January 1996

3/91 – 8/93 IBM Technical Journals Department White Plains, NY

Editorial Assistant (clerical) – IBM Journals

Worked on IBM’s mainframe computers to access system wide applications.

Assisted editing of technical manuscripts, e.g., on cooling technologies for new mainframes.

Coordinated Certificates-of-Appreciation for the authors of these manuscripts / technical

journals (peer-reviewed journals) articles (e.g., Benoit Mandelbrot).

Generated graphical data-analysis of IBM Journals’ value, e.g., How many of these articles

were quoted by other Peer-Reviewed and other non-Peer Reviewed journals

3/87 – 3/91 Search for Change/QUIP White Plains, NY/Norwalk, CT

Computer Instructor & Trainer / Vocational Counselor

Instructor for individuals with mental disabilities and learning disabilities for computer

software and hardware basics.

Assisted Consumers in developing proficient corporate office skills.

Developed, wrote and executed computer tutorials and lesson plans.

Maintained on-going student progress records.

Provided technical assistance for Search for Change, e.g., constructing Lotus spreadsheets,

and translating files between applications.

2/86 – 2/87 Metropolitan Assistance Corp. / Victims Service Agency New York, NY

Clerical, Tech and Software Support

Designed automated FICA disbursement program on Computer Associates financial package

(using Computer Associates mainframe software on a Data General Midrange).

Re-formulated data for new application-system / upgrade, proofed this data, etc.

Provided on-going computer technical assistance to department.

EDUCATION:

1977 Holy Cross College Worcester, MA

Bachelor of Arts in Philosophy

Contact this candidate