Customer Service Engineer
Resume:
January **** to January 2014
January 2004 to January 2009
Jason Ventura
Professional Profile
Accomplished Sr. Customer Engineer with a rapidly increasing range of industry experience looking to bring
strong instincts and a proven record of procedural compliance, process management and strong operational
skills to a rapidly growing company. Seeking challenging position with opportunities for expanding upon
existing skill base.
alifications
Active Directory
Ariba P2P
Asset Management
Process Analyst
Windows 7
Windows XP
Microsoft Office
ServiceDesk
Strong organizational skills
Seasoned in conflict resolution
Customer Service expert
Inventory control familiarity
Invoice processing
Client-focused
Adaptive team player
Experience
NSC Global formerly ATOS\ McGraw-Hill Financial
Procurement Analyst
Lower Manhattan NY,
Interacted with S&P and Capital IQ procurement teams as well as third party vendors to follow-up on
shipping statuses and expedited orders.
Accurately logged all daily shipping and receiving orders.
Established requirements for new systems and modifications.
Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
Developed and maintained positive customer relationships.
Responded to customer service emails in a timely and effective manner.
ATOS Formerly Siemens IT Solutions (Hoffman –La Roche)
Process Analyst
Nutley NJ,
Creation of interactions and incidents in HP Service Manager ticket system for any hardware or software
related issues.
Understood and adhered to incident and problem management policies.
Ensured that resolutions were consistent with standards and did not introduce additional conflicts.
Helped identify and implement innovation solutions for customers.
Worked with peers across the IT organization to ensure high quality solutions were defined, developed and
deployed using consistent technologies and processes.
Helped IT site head for high priority escalations and ensured the customer was immediately attended to in a
timely manner.
Siemens IT Solutions formerly Entex (Hoffman-La Roche)
IMAC Coordinator & Deployment Technician
Nutley NJ,
Responsible for ticket tracking maintenance and user escalation for multiple campuses.
Managed all aspects of new, existing and transfer users, remote users, reclaims, disposals and terminations.
Performed law holds and weekly reporting to management.
Coordinated all activities from the following positions:
Two deployment techs
Staging engineer
Reclaim technician
203 Brighton Rd, NJ Clifton, 07012 - 201-***-**** jvent1071@- (C) gmail.com - www.linkedin.com/in/jasonventura1
August 2000 to January 2004
1999
Interfaced with client partners:
Registration Desk
License Software Agents
Network Services.
Created and maintained master change tickets, including multiple work orders per interaction.
Deployment Technician
Deployed new, existing and transfer users with computers and peripherals on a SLA basis.
Tested Network connectivity, mapped printers and network drives, configured and tested software
applications.
Reclaimed equipment and updated asset database for company billing.
Entex (Hoffman-La Roche)
Logistics Coordinator, Asset Tracking Management and Move Coordinator
Nutley NJ,
Provided desk side and the customer with all computer hardware related items, such as desktops, laptops and
other IT-provided peripherals including monitors, docking stations, motherboards, memory, keyboards, mice,
etc.
Managed all functions in Service Access and H.P websites.
Updated internal databases and complied critical inventory reports.
Asset Tracking Management
Provided asset tracking on all IT desktop-related equipment for over 5000 users.
Worked in Active Directory and SharePoint database ensuring all assets were accurate for reporting and
billing.
Maintained and coordinated Excel spreadsheets for weekly reporting.
Move Coordinator
Responsible for all computer moves in multiple Hoffman La-Roche campuses and laboratory environments.
Performed site surveys.
Worked with other service providers to ensure limited user downtime.
Disconnected and reconnected computers and peripherals.
Configured digital senders, network printers and SAP Printers.
Special Projects
Hoffmann-La Roche campus shutdown project
Reclaimed all computer assets from terminated employees and prepared law hold backup on user data.
Inventoried equipment for scheduled employee giveaway program.
Wiped and re-imaged computers with standard Windows 7 build.
Removed computer serial assets from SharePoint database, disposed of legacy equipment, palletized and
coordinated recycling company for pickups following company SOP.
Coordinated and scheduled pickup dates for terminated employees.
Provided Excel spreadsheet to Roche IT site head.
Education
Dover Business College
Diploma - PC Support, : Electronics and Network Administration
Paramus NJ, US
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