Customer Service Manager
Resume:
LOUIS NADER
Bloomfield, N.J. ****3
*********@*****.***
SUMMARY:
Proficient in Server 2003/2008, Microsoft Office,Word, Excel, Power Point, Win8, Win7, Win XP, Win Professional.
More than 18 years’ experience in a help desk environment.
5 years working experience with Cisco Call Manager
Working Knowledge of Avaya PBX
Active Directory design, implementation, and troubleshooting
* TCP/IP related troubleshooting
* Firewall implementation and troubleshooting
* Performance troubleshooting
Windows Client and Server OS, Apple Client OS.
Mobile platforms (Android, iOS).
Basic network troubleshooting (TCP/IP, DNS, DHCP).
Excellent verbal and written communication skills.
Ability to communicate with all levels of management.
EXPERIENCE:
U.S. Census ( Temporary Assignment)
April 2015 – Present
Field Representative
I interview respondents to collect survey data as required for current, on-going surveys, one-time surveys, and special censuses. I am responsible for communicating with respondents, supervisors and the door-to-door surveys.
Responsibilities also include explaining the purpose of the survey and entering in accurate and complete information via laptop computer.
AUTOMATIC DATA PROCESSING February 2006 - May 2014
Service Support Specialist/Call Center
Implemented and trained clients remotely on ADP software and installed and tested all types of time clock devices (ADP500, HandPunch and 4500 Series).
Supported over 10,000 clients on the automated time clocks and software issues via telephone and remote support. Experience with Help Desk Ticketing systems and Mobile device support.
Handled a heavy call volume.
Web Conferencing.
Maintenance of VoIP systems
Resolved various Outlook and printer issues from end users.
Resolved various issues with Microsoft Word, Excel and Power Point.
Extensive knowledge of ADP payroll interfaces and General Ledger.
Provide world class customer service and maintained a 90% service level.
Provide technical support to clients regarding the resolution of product hardware and software issues via the telephone for the Time and Labor Management Product Suite.
Provide support to application users, which include installation of upgrades, maintenance, troubleshooting, diagnostics and evaluation to determine solutions and alternatives for clients.
Continually upgrade knowledge and skill base relating to new product rollouts and existing products to increase proficiency in a technical support capacity.
AUTOMATIC DATA PROCESSING April 1996 - October 2005
Senior Client Technical Analyst
Resolved client computer problems, both technical and hardware issues.
Logged and maintained call information on a UNIX proprietary system.
Fixes were both simple and complex, and some problems involved extensive follow-up.
Worked independently and with a team to maintain world class service.
GMAC January 1985 - June 1991
Credit Representative/Collector
Responsibilities included daily collections of over 10,000 accounts.
Responsible for a staff of five employees.
Able to keep the delinquency level under 2%.
Handling a high call volume of over 100 calls per day.
Field service to collect from collection accounts and repossess vehicles.
EDUCATION:BS: Business Administration, Montclair State University, Montclair, NJ, September 1978 -January 1985
Diploma: Computer Programming, Dover Business College, Paramus, NJ, October 1994 - October 1995
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