Customer Service Manager

Sean McKenzie **** Haverwood Ln #***, Dallas, TX *5287 469-***-****

*/** – present Asbury Automotive (via Modis) - David McDavid Platform Texas

Primary Desk Side Support agent for 7 dealerships and 5 body shops

PC re-image, PC upgrade, PC install

Printer install

Remote desktop support

Microsoft Office 2010 support

Active Directory account management

Microsoft Exchange account management

Cisco IP Phone configuration

Network/PC upgrade projects

Hardware requests, Network Cable drop requests, Precisio n Body shop equipment

install

IT presentation and travel

2/12 – 6/14 CompuCom (AstraZeneca account) Dallas, TX

Skills:

ComputaCenter VPN

AstraZeneca VPN

Active Directory

Exemplary Soft Skills

Computer/Laptop hardware troubleshooting

Microsoft W indows XP/ W indows Vista/ Windows 7 troubleshooting

OpenScape System specialist

Remedy on Demand System specialist

IMAC Coordination

Microsoft Office

Professional Writing and Presentation

Public Speaking and Presentation

Remote Desktop troubleshooting

Responsibilities:

Training/Mentoring team members regionally

Training/Mentoring team members globally

Knowledge Creation and Approval for Knowledge Base

Global Cooperative SRM build for Remedy on Demand – creation of ticketing

and filing program to meet measurable for AstraZeneca

Technical Support of Level 1 Analysts and Desktop Support

Process Support of Level 1 Analysts and Desktop Support

Call Center Ticketing and goals (SLA and KPI)

Customer Service Skills

Desktop Resolutions/Communications

Mentorship/Training of new hires

Level 2 Team Manager – IMAC team, RSA SecurID Team

Global IMAC Coordination

4/11 – 1/11 The Computer Merchants (Raytheon Account) Coppell, TX

Skills:

Raytheon VPN

CSC VPN

Lotus Notes

Active Directory

Mainframe account management

Directory Services

Exemplary Soft Skills

Microsoft Windows XP/Vista/7 troubleshooting

RSA Administration

BES Administration (Blackberry)

Avaya Phone Configuration

Remote Desktop troubleshooting

Responsibilities:

Call Center Ticketing and goals

Customer Service Skills

Desktop Resolutions/Communications

Mentorship/Training of new hires

Real Time Chat Services

Top 5 rated agent

Sean McKenzie 4804 Haverwood Ln #821, Dallas, TX 75287 469-***-****

10/10 – 3/11 AmeriTraining (ATT Account) Richardson, TX

Skills:

Ipdslam, Inid, FFTN, FTTP training

ATT OMS, BBNMS, SDP, G2 training

Telephone, Cable, Internet technology

Microsoft Outlook troubleshooting

Microsoft Windows XP/Vista/7 troubleshooting

Remote Desktop Services

Responsibilities:

Customer Service

Business resolutions

Premise Technician resolutions

Order/Dispatch responsibilities

Call Center AHT, customer rating, and OS goals

Other Valuable Experience:

TelVista (Verizon Account), Farmers Branch, TX – 4/2010-9/2010

FOH Manager, Forever Resorts, Big Bend National Park, TX –– 8/2007-7/2000

Youth Minister, various US locations – 7/97-2/07

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