Customer Service Technical Support
Resume:
Marc Brenowitz
*************@*****.***
Summary
Experienced system administrator, has done everything from help desk, desktop support, network
administration, Exchange administration, iOS, documentation, training, and help desk
management.
• Active Directory, TCP/IP, DNS, DHCP, network admin, system admin, desktop support,
software, hardware, LAN, imaging, Microsoft Office, Outlook, Windows 7, Windows XP,
Windows server, Dell, HP, Lenovo, iOS, Mac OS X, Salesforce, Exchange,
implementation, mobile, tablet, iPad, laptop, printer, purchasing, disaster recovery
planning, and routers.
• 21 years technical support experience.
• 10 years help desk experience.
• Seven years knowledge manager experience: documentation, knowledge bases, training,
processes, communication, & coordination.
• Five years help desk manager: technical support, customer service, developing staff
skills, training, goal setting, coaching, monitoring, handling escalations, reporting to
executive level management, KPI, SLA, detail oriented, establish priorities, develop
strategies, and organize resources.
Career History
Amplify (previously Wireless Generation). June 2011 to May 2014. Alpharetta, GA.
Knowledge Coordinator
• Knowledge manager managed numerous projects building and refining technical,
business, and communication processes, documentation, and knowledge bases at an
educational assessment firm.
• Continually updated & edited knowledge base of over 1400 active articles and how to
videos.
• Coordinated with Product Development, technical support and pedagogical support help
desks, Account Management, Sales, and Professional Services to insure immediate
internal transfer of new information about product updates, new products, and technical
and account issues.
• Insured teams understood the time frames and processes by which other teams worked,
building solidarity and awareness, enabling far more effective coordination of response
and proactive planning to handle technical and account issues.
• Built effective communication and response processes within and across teams to
facilitate continual distribution of information and rapid response to information requests.
At start, customer facing teams had no idea about many facets of new products and
technical issues as reports were not comprehensible to non-programmers. By end had
built a daily consolidated knowledge list explaining all issues in non-technical language; list
now also includes Marketing information, product update links, and other information
needing a wide internal audience. Instigated Product Development teams to produce
monthly update information in our wiki.
• Coordinated Product Development & Marketing so all customer facing and internal
documentation for customer facing teams is consistent in language, so customers receive
clear and consistent information no matter what source they access.
Amplify (previously Wireless Generation). October 2008 – May 2011. Alpharetta, GA.
Manager, Customer Service
• Managed one to two technical support & customer service help desks with total staff of up
to 33 (average 25), supporting 290,000 customers on various applications and issues.
These help desks were the equivalent of a Tier 1/Tier 2 help desk with a first contact
resolution of average 95%.
• Personnel management, reporting, managing schedules, training, motivating, and
mentoring. Seasonal business required hiring of over 25 temps once to twice a year and
training them, within three weeks, to a high standard.
• Continually updating knowledge base and other documentation, coordinating work with
other teams, building communication and business processes to establish timely response
to technical and customer service issues (moved the involvement and response time from
three weeks to less than two hours). The robust knowledge base, very strong initial
training, and continual monitoring and feedback allowed a help desk that consisted of
temps and FTE's at a three to one ratio to function very strongly.
• Established escalation processes involving Account Management and Sales to insure
rapid response to customer issues. Created escalation specialists within the help desk to
handle issues for strategic customers.
• Numerous projects building and refining technical, business, and communication
processes at a rapidly growing educational assessment and instruction firm.
Amplify (previously Wireless Generation). March 2007 – October 2008. Alpharetta, GA.
Help Desk Supervisor
• Help desk supervisor for an educational technology company. Managing 6 to 23 technical
support/customer care analysts on a help desk.
• Numerous projects building and refining technical, business, and communication
processes at a rapidly growing educational assessment firm. Built training process and
documentation for new hires. Personnel management, reporting, managing schedules,
training, and continually updating knowledge base and other documentation.
Amplify (previously Wireless Generation). March 2006 – March 2007. Alpharetta, GA.
Help Desk Team Lead/Knowledge Coordinator
• Team lead for a technical support team of five.
• Knowledge resource for team. Reports. Documentation. Created and expanded
knowledge base.
• Dual role, also a knowledge manager facilitating sharing information between
departments.
Amplify (previously Wireless Generation). October 2004 – February 2006. Alpharetta, GA.
Customer Care Analyst
• Technical support help desk with a strong customer service element.
• Palm Pilots, network and internet connectivity, educational assessment software
Spherion Professional Services. June 2003 – September 2004. Atlanta, GA.
Technical Operations at the Coca-Cola Customer Communications Center
• Help desk, call center, central clearinghouse for all technical issues for Coca-Cola
Company nationally. Supported various applications.
• Build, enable, track, and document business and technical processes and communication
channels to resolve customers’ computer system issues.
Freelance Consultant. October 2002 – June 2003. Charlotte, NC.
Freelance Consultant
• Computer and network consulting for businesses and home users.
• Planned and implemented computer projects to fulfill customers’ needs.
• Trained people.
Kaiser Fluid Technologies. August 1999 – May 2002. Charlotte, NC.
Network Administrator & IT Coordinator
• Managed network, desktop support, & projects for manufacturing firm.
• Organized a disjointed MIS department into a managed IT system; created working
computer & business systems and processes from chaos.
• Established relationships with reliable resellers, technical support, consultants and
contractors.
• Planned, researched, and implemented new hardware and applications to replace 4-5 year
old, unorganized and unplanned legacy systems. Wrote corporate money requests,
coordinated with various departments for projects including installations, implementations,
upgrades, and new hardware.
• Managed hardware and software standards, procedures, policies, IT procurement, &
inventory.
• Exchange server administrator.
JLS Technology. July 1998 – June 1999. Charlotte, NC.
System Administrator
• Contract to Bellsouth Advertising and Publishing (BAPCO) System Administrator
supported salespeople, managers, clerks, executives, and traveling salespeople in several
major sales offices & numerous regional sales offices.
• Carried offices through transitions to all new computer systems. Rolled out over three
hundred PC's and laptops. Windows NT, Microsoft Office, Outlook, Internet Explorer,
Netscape.
• Travel to regional sales offices throughout Carolinas to provide support and handle
migrations.
• Sole support for three sales offices for six months.
JLS Software Services. May 1996 – May 1998. Atlanta, GA.
Help Desk Analyst
• Contract to Hewlett Packard.
• Technical Support Help desk supporting 6000 internal customers.
• Resolved various computer and software issues to ensure my internal customers would be
able to do their jobs.
• Call volume & resolution rate over double help desk requirements. Set standard for team.
• Special projects including project champion & piloting knowledge/processes tools.
ADP. May 1995 – April 1996. Atlanta, GA.
Software Implementation & Support Specialist
• First line of customer contact.
• Trained and supported clients on payroll software.
• Provided proactive technical troubleshooting.
• Highest rated on customer surveys, and highest percentage of clients started.
Infoline. March 1994 – December 1994. Atlanta, GA.
Account & Sales Support
• Created account services department and built organizational & tracking systems for
entrepreneurial start up.
• Coordinated vendors, shippers, manufacturers, customers to insure installation of
electronic advertising system.
• First line of customer contact, provided technical troubleshooting, developed & maintained
customer databases, created corporate reports, updated accountant & president on
progress of installations.
• Managed all installations, monthly ad selection, & shipping.
• Oversaw installation of electronic advertising system in 125 locations.
Buypass. September 1992 – March 1994. Atlanta, GA.
Help Desk Analyst
• Help Desk, technical support, communication skills with wide variety of people involving
rapid analysis and problem solving.
• Benchmark customer service/technical support person used to set standards of
performance.
• Served as technical resource for other reps.
Education
The University of Georgia, Athens.
BA, English. Graduated 1991.
Certifications
MCSE, Windows 2000 (Expired)
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