Manager Customer Service

DAVID COHEN

** ***** ***** ~ Melville, NY ***** ~ 631-***-**** ~

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

TECHNOLOGY PROFESSIONAL

Highly motivated solutions-focused IT professional dedicated to providing

top-tier support and customer service, skilled troubleshooter with proven

ability to resolve issues rapidly. Customer-centric professional excellent

in telephone, written, remote and in person communications. Well versed in

a variety of operating systems, applications, and hardware with a proven

ability to master new tools and technologies.

PROFESSIONAL EXPERIENCE

THE ARX GROUP 2014-present

Network Engineer

. Build and maintain computers, servers, switches, networks.

. Telephone administrator for call centers and users.

. Liaison between IT vendors/contractors and The ARx Group.

. Responsible for building and supporting VPN, sftp and other

connections between clients and company for HL7 and other data.

. Supplied local support to users, management and ownership.

. Maintained procedures, documentation and policies for

internal/external use.

ECLARO 2013-2014

IT Consultant for Cablevision and ConEd

. Desktop deployment/migration of email platform from Novel GroupWise to

Microsoft Outlook.

. Migration from Windows XP to Windows7.

. Served as team lead/point of contact for team of contractors on

project.

. Used Remedy, HP Service Manager and other helpdesk tracking systems.

. Supplied white glove executive support to senior management.

. Deployed new equipment and performed break/fix on existing equipment.

. Supplied training/knowledge transfer of MS Outlook to full time

employees.

LUNA TECHNOLOGIES INC 2011-2014

IT Consultant/Proprietor

. Full service IT consulting firm.

. Provide onsite and remote services for multiple clients.

. Specialties include identifying cost saving measures, streamlining

processes and functions, providing superior customer

service/interactions.

. Supply specialized training/documentation services to clients to

reduce future dependencies on repeat services.

. Managed services, contract and per basis services offered.

FORSTER AND GARBUS 2010-2011

Technology Manager

. Responsible for all aspects of Information Technology for 400 plus

users at law firm.

. Managed programming, data processing and networking departments.

. Converted firm (including 300 plus phone agents) from existing system

to VoiP system with call recording and contact center solution

software.

. Streamlined/automated numerous processes to help reduce IT

expenditures and improve firm's profitability.

. Created cross-training/redundancy policies within department to remove

personnel dependencies, increase productivity and improve employee

satisfaction/retention levels.

. Created additional revenue streams for firm (online payment

processing, unclaimed funds queries, etc)

VERINT SYSTEMS INC 2005-2009

Tier Three Services Engineer

. Administration and support of Exchange, AD, BES, remedy,file servers,

Cisco Call Managers, Unity VM, VPN, WAN/LAN, UPS, door access, IP DVR

camera security system.

. IT Services Site manager for corporate and satellite offices.

. Video Conference Administrator

. Provided white glove support to executives, board members, etc.

. Served as mentor to IT Services team for training, support and point

of escalation.

. On boarding of IT Services team, assist in team morale, relationship

building, and staff retention.

. Generated/streamlined many processes and procedures for internal and

general firm use.

. Special projects include two systems integrations due to acquisitions;

1200 user domain migration; global standardization of helpdesk, video

conferencing standardization.

PAINEWEBBER, UBS, New York, NY 1999-2005

System Administrator

. Act as single point of contact as project manager for technical and

administrative projects pertaining directly to the Chairman, CEO, and

Presidents within the company (including CIO, COO, CFO and Director of

HR) totaling up to 33 top personnel.

. Provide troubleshooting, training, and technical support as required.

Function as Helpdesk and Client Manager for senior management and

direct reports. Serve as small group trainer.

. Manage various operations and projects such as video conferencing,

security, disaster recovery, technical documentation, Y2K team

management.

. Sat on multiple committees including MAC/churn/move management,

disaster recovery and redundancy team, technical compliance (powerdown

system cutover, etc).

TECHNICAL SKILLS

. PLATFORMS: Windows7, 8, XP, NT, Vista; SBS, Windows Server (03,08,12)

LINUX, MAC OS

. HARDWARE: Desktops, Laptops, Tablets, Servers, NETAPP, VMWare,

Routers, Switches, Firewalls, SPAM filters, Printers, Copiers, Smart

Phones, UPS, FSU, Door Access, Security Systems, etc.

. SOFTWARE: Cisco Call Manager, Unity VoiceMail, AD, Exchange, BES, VPN,

MS Office, Corel Office suite, Document Management/Comparison,

Payroll, Time Management, Database, Security (camera, access), Video

Conferencing, Backup, Virus Protection, Imaging, Remedy/Service

Manager and other ticketing systems, etc.

EDUCATION

Queens College, C.U.N.Y. Queens, NY

B.A. Degree in Sociology

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