Customer Service Manager

Location:

Niles, OH

Salary:

50,000.00

Posted:

May 25, 2014

Contact this candidate

Resume:

Clarissa L. Ford ** N. Pleasant Ave.

Niles, OH **446

Home: 330-***-****

Cell: 330-***-****

Email: **********@****.***

OBJECTIVE

To secure a challenging IT position where I can apply my knowledge and

extensive experience. And, to learn new skills and gain experience to Hard Skills

advance my career.

Microsoft

EXPERIENCE Office

Support &

Help Desk Team Lead August Troubleshooti

2009 - Present ng of

Talmer Bank and Trust, formerly First Place Bank, Boardman, Ohio versions

2003, 2007 &

Provide day to day support for Talmer Bank and Trust staff regarding IT 2010

infrastructure. (including

Access &

Monitor both Cisco ACD Agent call queue and Service Manager ticket Visio)

system on a daily basis and address when there are periods of limited

coverage with staff due to Deskside Support and Projects. Web

Create schedule for Service Desk team for lunches so there is Development

continuous coverage of phones and tickets during lunch periods. using

Work with Other Team Lead and Help Desk Manager to review monthly Macromedia

reports and find performance issues and address. Studio 8,

Point of escalation for First Level Service Desk on issues that cannot Microsoft

be resolved within 20 minutes. Take this pportunity to provide training Expressions

so future issues can be resolved at First Level. Web 2, Adobe

Worked on Hardware Refresh project for 2 large formerly First Place CS4 Web

Bank locations. Completed project a week ahead of schedule with limited Premium,

issues due to upgrade. Was onsite to address minor issues as they arose Aptana

and handle them quickly and efficiently. Hardware Refresh project was a Studio,

swap with new equipment running Windows 7 to coincide with a company Notepad++.

wide Windows 7 migration.

Involved in interview process when hiring Help Desk Analyst staff. Web design

Reviewed resumes to pick candidates for interview also.ons and

Performed Performance Improvement Plan meetings with staff not meeting programming

performance requirements to assist them in meeting expectations. in HTML,

Maintained corporate desktop/laptop software images resulting in HTML5, CSS,

consistent configurations, improved efficiency and happy internal CSS3, ASP,

customers. (First Place Bank) Javascript

Create and maintain images for systems requiring outside standard

configuration due to job function. Following same imaging criterion to Multiple

maintain efficiency of the end product for the user with limited loss Internet

of productivity. (First Place Bank) Browser

Debug and repair a wide variety of IT equipment and software Support &

applications which resulted in fewer calls to 3rd party vendors and/or Troubleshooti

cost avoidance. ng

Moved to Corporate office to be the In house IT presence for that

location. The office holds the highest support volume of all 61 Programming

locations. My skills, knowledge and abilities were required for this using

office to meet the critical and time sensitive needs of the location. Microsoft

(First Place Bank) Visual Studio

Trained and coached new IT service desk staff. All trainees exceeded .NET 2003 and

performance standards within 60 days and maintained a high level of 2008

customer service and support. NetBeans

Created and shared procedures and shortcuts to remotely resolve Eclipse

technical issues which improved support efficiency of the IT support

team. Windows

Acted as proxy for the IT Service Manager to cover vacations and out of XP/Vista/7

office days ensuring the Technical Support Department delivered Support,

consistent customer service by making decisions and taking appropriate Administratio

action. n &

Work with Engineering on servers housed at the corporate location used Troubleshooti

as a secondary data center. ng

Perform tape backups using Backup Exec (multiple versions) for servers

at the corporate location. Troubleshoot backup failures to have the Windows

issue resolved before the next scheduled backup. Follow Backup Server

retention procedures and off site retention process for weekly backups. 2003/2008

Administratio

Regional Onsite Warranty Technician February 2009 - June 2009

QualxServ, Cookeville, Tennessee Active