Customer Service Support
Resume:
Anthony Rizzo
Millville, NJ *****
*********@*******.***
Computer Support, Network Support, Business Administration, Managerial Accounting, Managerial Operations, Employee Development
Summary
I wish to contribute outstanding technical and management skills with a strong commitment to achieving your company's goals in an IT/Management support capacity. I will achieve this by utilizing my education in Business Administration and my over 15years of Information Technologies work experience as well as my current and ongoing university studies in Information Technologies for Business at Capella University. I have the drive and passion that will promote an environment of professionalism and success.
Experience
Pro Computer Support (PCS), Buena, NJ 2014 to 2014
Help Desk Support Analyst
Act as a single point of contact for domestic and international support calls and emails from clients regarding IT issues and inquiries.
Logging and managing work orders and technician's calendars for on-site service appointments.
Maintain an asset database and track changes to inventory.
First and second line support, troubleshooting of IT related problems including software and hardware issues as well as mobile devices and related peripherals.
Remote troubleshooting of basic network issues.
Utilizing service desk call logging software known as connect wise.
Take ownership of user problems and follow-up the status of ongoing issues on behalf of the user and communicate progress in a timely manner.
Maintain a high degree of customer service for all support incidents and adhere to all service management principles.
Provide basic Microsoft Office support and training to clients as needed.
Provide statistics and reports for the weekly service meetings.
Publish support documentation to assist staff with troubleshooting support and training as needed.
Responsible for Active Directory User Management and Policy Deployment
IPhone and Blackberry account and email management on enterprise structure.
Vineland Board of Education, Vineland, New Jersey 2009 to 2014
Computer Service Technician
Responded to, prioritized, and evaluated incoming phone and email request for technical assistance from teachers and staff.
Provide immediate and accurate support that promotes a safe and friendly work and learning environment.
Check in new computer equipment upon arrival, inventory and install as appropriate.
Network infrastructure maintenance: cabling as needed, repair cabling as needed, maintain patch panels, and reboot and configure network switches as needed.
Maintain a licensing database and all software purchased and used.
Set up computer labs to accommodate students and faculty use and needs.
Continue training/installation of new and existing educational software.
Install network cabling from classroom/office to patch panel to network switch.
Administer user accounts in active directory.
Set up network servers for user directories and print servers.
Set up and maintain wireless networks and access points throughout the buildings.
Repair and perform maintenance on all existing PCs and printers.
Comcast Cable, Vineland, New Jersey 2000 to 2009
Senior Support Analyst
Responded to, evaluated, and prioritized incoming phone and email requests for technical assistance from users experiencing hardware, software, network, other computer related, web, and Telcom downtime.
Provided prompt, accurate, and reliable support to users, employing a high degree of customer service skill and technical expertise while ensuring customer satisfaction.
Applied troubleshooting techniques and resources to resolve user and hardware issues in a timely manner, eliminating long periods of downtime.
Contribute ideas to improve customer service and suggest ways for second level support to interact with customers and remain in the loop.
Frequently resolved issues with little or no supervision.
Quickly addressed new tasks and rapidly resolve customer problems.
Created boilerplate/template server maintenance documents to be sent out to users some new documents and not me to be created each time.
Logged incoming calls and emails to solution center into call tracking database.
Escalate trouble tickets to specialized staff resolution.
Install and maintain a stable cat five a backbone.
Install maintain multimode and single mode fiber optic cables.
Education
St. Augustine Prep High School, Richland New Jersey 1994
H.S. Diploma, College Preparatory Courses
GPA: 3.0. College preparatory high school that instilled business and social values and skills into its students to achieve the highest level of success in college studies and graduate studies.
Cumberland County College, Vineland, New Jersey 2004
Business Administration
GPA: 4.0. This major specializes in the well-rounded business leader strong in business ethics, business law, managerial accounting, employee development, and business law.
Capella University, Minneapolis Minnesota 2014
B.A., Information Technologies and Business
GPA: 4.0. This specific major focuses on the use and development of information technologies within the business environment. It incorporates the development and maintenance of infrastructure, applications, and hardware to maximize profits through successful operations to benefit all stakeholders involved. Received Deans list for 2015 winter semester.
Skills
• Analytical skills: I'm able to solve issues that might not have a clear solution. Mabel to experiment and use trial and error to troubleshoot issues.
• Communication: I am able to ask questions and listen to customers in order to find out the issue, explain the problem in a clear and understandable way, and give them options for repair or replacement.
• IT Skills: using diagnostic tools to assess and monitor computer systems requires knowledge of IT skills.
• Dexterity: computer repair technicians user hands to manipulate objects within the computer as well as with the infrastructure in place and organization.
Volunteer Work
Self-Initiated, Vineland New Jersey 2000 to 2015
Computer Repair
Provide computer and sulfur repair services to those who may not be able to afford services from a company or organization in which a cost is involved.
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