Customer Service Manager

Location:

New York, NY

Posted:

July 01, 2014

Contact this candidate

Resume:

Jeffrey R. Gomez

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

1-347-***-****

Objective: To obtain a challenging position that allows me to

utilize my management, and organizational skills to

better the company and my personal skills.

Employment:

Orient-Express Hotels INC - Gmail and NY System Manager

(Nov 2012 to June 2014)

* Maintain support queues for global Google Apps

services, including general administration, migration of

domains and mail accounts, as well as technical liaison

between OE principle sites and Google

* Provide worldwide messaging, email, and

telecommunications support to our users.

* Telephony Support - Mobile/Data - corporate account

management

* Provide desktop, mobile device and basic technical

support to our NY based team and some remote users

throughout North America, Microsoft Office Suite, Windows

XP & 7, Windows 2008 Server Mac OS X

* Strong commitment to high-quality customer service and

strong work ethic

* Proven leadership ability to motivate and distribute

tasks to team members in a team-oriented environment

* Excellent written and verbal communication skills

including interpersonal / customer service skills

* Superior analytical and problem-solving abilities with

keen attention to detail

* Ability to perform effectively in a fast paced, multi-

tasking environment while maintaining a high level of

service

* Effectively participate and provide 24 x 7 production

support on a rotating basis or when called upon

* Working knowledge of current Windows Server technology,

Apple/Mac technologies

* Experience with DHCP/DNS/WINS/FTP, Solid understanding

of TCP/IP

* Prioritize projects based on the needs of the business

Kramer, Dillof, Livingston & Moore - System

Administrator/IT Manager (April 2010 to Nov 2012)

* Presented regular updates of IT infrastructure and

business system performance to senior management

* Ensured effective IT policies, procedures and standards

are implemented and followed throughout the company.

* Oversaw the relationship with external vendors to

assure best pricing, service options and quality delivery

of services

* Managed the desktop support for executive and senior

management

* Resolved all desktop and server issues, managed, create

and distribute images using Ghost

* Responsible for delivering support through telephone,

desk-side visits, email, and remote.

* Maintained IT licensing and statutory compliance within

the company

* Proposed and prioritized projects based on the needs of

the business

* Developed, implemented and supported IT Infrastructure and

business systems.

* Active Directory configuration and administration, created

network topology documentation

* Designed and implemented network overhaul plan that involves the

following changes:

* Installed and configured a Sonicwall NSA device with CFS

* Integrated a file server and upgraded the firm's database

system

* Replaced our DSL line with a 3MB Ethernet cable

UpwardBound Travel - Network Administrator (May 2008 to

March 2010)

* Determined Hardware or Software resolutions

* Trained staff on PC and Network basics to function

seamlessly with our infrastructure

* Liaison between third party vendors and in house

* Managed roll out of laptop or desktop PCs as needed

* Managed implementation of VOIP system

* Implemented and managed a weekly and monthly

maintenance plan

* Implemented and manage company Daily, Weekly, and

Monthly backup rotation

* Installed and configured network and local printers,

faxes, scanners, and VPN software for remote users

* Simultaneously resolved technical issues through phone,

email, voicemail, and instant messenger

* Support onsite and remotely on PC and MAC on multiple

platforms

* Primary support analyst for company Blackberries,

Treos, iPhones and handheld users

* Configured and reset passwords on Microsoft Active