Customer Service Representative

Gaetano Presume

Scotch Plains, NJ *****

(***) **2 – 9353 ******@*****.***

OBJECTIVE

To obtain a position where I can maximize my management skills, expand my expertise in project management while

working with a team that promotes professional and personal growth.

WORK EXPERIENCE

SANOFI, C3i, Bridgewater NJ 08/2011-Present

SR. Helpdesk Analyst

• Provide comprehensive multilingual technical support services to customers and service providers.

• Assess reported issues promptly.

• Self-monitoring of Remedy tickets to insure proper escalation and resolution of issues consistent with helpdesk SLA’s.

• Communicate effectively with several IT Infrastructure support groups to appropriately escalate issues and follow up

on issues to drive resolution customers.

• Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness, and

timeliness.

• Update the service desk website using interwoven.

• Assist Service Desk Management with reporting and analysis tasks.

• Lead weekly Analyst staff meetings as necessary with all 15-25 team members.

• Primary Airwatch Administrator/support contact for user accounts.

• Provide executive support to CEO, President, CIO, CFO, SVP General Counsel, and SVP Human Resources.

• Cross Platform Support MAC OS, Windows, and virtual platforms.

• Set up Good for Enterprise on IPhone and IPad for client

• Manage a group of four analysts while being accessible to the entire service desk for assistance needed

• Reset VDI for clients.

CRI, Fairfield, NJ 02/2011 - 05/2011

Customer Service Representative/Tech support

• Troubleshoot network, video and audio issues with tech support field reps.

• Brought online/offline fire tides and wireless routers in mall LCD displays.

• Use Voodoo ticketing system to document and track more than 15 cases daily and provide resolutions to issues.

• Worked closely with field technicians and clients to bring networking system, audio and video back up.

HESS/Technisource, Woodbridge, NJ 08/2010 - 09/2010

Help Desk support

• Provided telephone support to all Hess gas stations throughout the nation.

• Supported Hess network system linking their pumps, vending machines, registers, and safe, training pcs and back

office pcs together.

• Used HEAT as a tracking system application to troubleshoot, escalated and resolved tickets using applications like

Officetrax, Appworks and other HESS proprietary applications.

Pfizer Inc./Dendrite International, Bedminster, NJ 08/2004 -

12/2008

Help Desk Analyst

• Provided direct multilingual telephone support to the Pfizer Field Force including the company’s proprietary website

applications with single call resolution.

• Worked as a liaison between the client and the field representatives to investigate and provide resolution to

applications or system errors, accessing client’s computers remotely to troubleshoot and resolve end user issues.

• Spooled down patches updates and upgrades, performed system monitoring, troubleshooting, back-up and restoring

sensitive company data and other computer -related tasks.

• Performed computer -job processes within assigned schedules and timeframes.

• Daily Support of the Executive Groups corporate and home assets

• Used Windows 2003 environment to support client and complete other job related or supervisor-assigned tasks.

• Prepare support documentation for new application or processes prior to implementation.

• Confirm and update customer profile information as needed.

• Managing RSA Token ID for clients

• Run Daily Operational Hand Off Reports

• Reset Users Avaya Voicemail Password

• Provide training and mentoring for new Service Desk Analysts.

Bristol Myers /Spherion Skillman, NJ 06/2002 – 05/2004

Customer Help Desk Support

• Performed troubleshooting of both hardware and software for Bristol Myers Field Force.

• Answered, resolved or escalated field force representative inquiries with T&E related issues

• Accessed representatives’ laptops remotely to install /uninstall and troubleshoot equipment including printers, PDAs

and Blackberries.

• Used Active Directory to create, modify and remove user accounts, change passwords and process e-mail address

changes.

Sprint pcs/ Kelly services /Livingston, NJ 10/2001 – 04/2002

Customer Service Representative

• Responsibilities included but not limited to: going to various retail stores to educate the field representatives regarding

Sprint’s technology, promotions, and new features on Sprint products.

• Responsible for hundreds of customers’ registration to the Sprint network.

Help Desk / Technician 05/1999 –

08/2001

CompUSA, Springfield, NJ

• Responsibilities included but not limited to: computer hardware repairs (desktop/laptop) for customers.

• Installed software, hardware and operating systems.

• Setup hard drive and troubleshoot personal computers using Windows 95 XP operating systems.

• Answered customer inquiries concerning computer issues, sold computer upgrades and new technology.

EDUCATION

Master of Science in Management Information Technology Management 02/2014

Colorado Technical University, Colorado Springs, CO GPA: 3.81/4.0

TECHNICAL SKILLS

• •

CRM software, Heat Network fundamentals certification, C++, A+ certified, Mac

• OS.

Voodoo ticketing systems

• •

Microsoft Windows NT, XP (2003), Windows 7/Vista, DRA, SAP admin, SQL, Visual Basic, Unix

• •

DELL, HP/Compaq, IBM/LENOVO, desktops/laptops HP Scanners and printers/ Badge printing,

• •

Active directory, Clarify, Remedy/Promise Network Administration, Client, Java programming

• •

Fluent in speaking, reading, and writing English, Microsoft Office Suite, Microsoft Project, Microsoft Visio,

Haitian Creole, and French.

Contact this candidate