Customer Service Manager

Darren Kless

** * **** **. **** Hill, PA *****

T: 717-***-**** E: ***********@*****.***

Objective

To secure a position in this corporation that offers challenges and opportunities for career growth and development. To apply my skillset and expertise in management, customer service, and corporate teamwork to contribute to the companies continued success.

Experience

Highmark Inc. July 2012- Present

Sr. IT Infrastructure Technician

- Monitoring, operating, maintaining, troubleshooting, installing and configuring IT infrastructure equipment.

- Monitoring and use of HP Service Manager

o Creating tickets and sending to appropriate assignment groups

o Tracking all calls and incidents

- Customer Service

- Website assistance

- Troubleshooting of the Highmark VPN

o Assisting remote users

- Running back ups on Data Center floor

- Updating spreadsheets/email correspondence with all Highmark related companies

- Identifying and resolving problems affecting electronic output- both hardware and/or software related.

o Hardware maintenance for customers, vendors, support staff, and customer engineers

Colony House Family Restaurant March 1999- Present

Manager

- Training new employee

- Managing money operations

- Managing kitchen staff

- ServSafe Certified

- Resolving disputes and ensuring customer satisfaction

- Providing inventory of stock items

- Opening and closing restaurant

- Receiving and processing orders from wait staff

Cumulus Media 93.5 WTPA with Coffey and Amy August 2008-January 2009

Morning Show Intern

- On air personality

- Assisting with setup and organization of radio show

- Controlling the board between blocks for show setup

- Editing show for promos

- Creating commercial spots

Education

Shippensberg University December 2007

- Bachelors of Arts Degree in History

- Minor in Philosophy

Skills

- Initiative

- Self- Motivated

- Problem solving/ analytic skills

- Listening and communication

- 5/5 Job review rating for current job at Highmark- Described as “role model for others” by supervisor

- Proficient in Mainframe z/OS, Oracle, IMS

- Profit software system

- Using OPX cart builder and manager

- Proficient in Cool Edit Pro

- Windows Word and Excel Proficient

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