Customer Service Representative

Marc B. Wolf

*** ********** **.

Langhorne, Pa **047

1-610-***-**** (cell)

****.*.****@*****.***

Summary: Entry Level Business Analyst/Project Coordinator with

extensive academic experience in individual and team based projects

analyzing everything from business processes to systems. I just recently

finished an accelerated BA course in Information Systems where I heavily

used Microsoft Visio to create many different types of diagrams in order to

convey how systems work (for example Use Case, Activity, Sequence, and

Class Diagrams). For my teams Capstone Project (like a graduation project)

we found a local nonprofit company and asked them what their main issues

were, analyzed them and came up with multiple solutions for them. We also

had a class on IS Strategic Planning where we worked with the same company

gathering information and trying to align their business side to their IT

side. I am highly motivated to find not just a job but a career in the IT

or IS field and I love problem solving and making things simpler and more

convenient for end users. I have worked alone and on a team, over phone

and face to face with customers at prior jobs and have worked with all

levels of managers, whether tech related or not.

Education: Penn State University. Graduated 2004

Bachelors in Telecommunications

Muhlenberg University: Graduated Nov. 2014

Bachelors in Information Systems

- Key Classes

o Team Management (Project Management)

o Hardware and Software

o IT Management

o System Analysis and Design

o Intro to Programming and Database Design

o System Implementation, Data Analytics

Technical Skills:

- Knowledgeable in Tableau, SQL Server, Java

- Proficient in Microsoft Visio

- Proficient with UML Diagrams and language

- Proficient with Microsoft Word and Power Point

Soft Skills: - Strong verbal and personal communication skills

- Able to work well in team environment

- Decision making, critical thinking, organizing

and planning

- Adaptability and able to function in high

stress situations

- Customer service skills

- Willingness to learn new tasks as they arise

Experience: T-Mobile

May 2007 to June 2012

Technical Service Representative

- Proactively solved technical and customer problems

- Performed high end level 2 technical support

- Escalated to vendor as necessary

- Technical focus on Smartphones, Tablets, and Routers for

the VOIP service

- Focused on customer needs

- Responsible for keeping individual training up to date and

current

- Responsible for understanding competitor's products, and

services

- Mentored and trained new hires.

- Provided support for teams of up to 15 people and handled

customer

Muhlenberg

Information Systems Cohort

o Capstone project helping Lehigh Valley Center for

Independent Living

- Responsible for analysis requirements gathering

- Performed executive and upper management demos

o Worked on Business Analysis of specific Wells Fargo

daily processes

- Documented various processes using various diagrams

(Activity, SIPOC, Spider, Value Chain)

- Analyzed data for process improvement

o In depth analysis of Croydon Mattress Factory

- Interviewed Executives of the company

- Wrote analysis of company including the background of

the company, how the company functions and

improvements that can be made

- Created a SIPOC and Value Chain Diagram

References:

Vinny Marzella - Lead Retail Consultant 1-570-***-****

Catherine O'Neil - Senior Application Developer at PPL 1-908-***-****

Greg Bott - Director of Development at LVCIL 1-610-***-**** ext.120

Joe Michener - Director of Employment Services at LVCIL 1-610-***-****

ext.131

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