Customer Service Management
Resume:
Joseph A. Salazar
*******************@*****.***
561-***-****(C)
Greenacres, FL 33415
786-***-****(A)
SUMMARY Experienced technician and customer support specialized in call
center solutions and customer service. Various roles have
provided the opportunity to develop strong analytical,
communication, facilitation and organizational skills.
Conscientious employee whose attention to detail and enthusiasm
contribute to any team. Dependable and hardworking individual
who learns quickly and has the ability to handle multiple tasks
well. Dedicated to professionalism and highly motivated towards
goal achievement.
Skill summary
Platforms & Development Applications
. Windows 95/98/2000/XP/Vista/Windows 7
. Windows server 2003/2008 R2
. Microsoft Office Suite 97-2013
. Mac OS X
Network Assistance & Support
. DNS, TCP/IP
. Broadband, Dial-up, Wireless, T1
. IMAP, s/POP, SMTP, Web mail, Exchange, Google apps for Business
Software Assistance & Support
. Command Software, ESP
. Corel12, CorelX3, Adobe Creative Suite
. Eme Designer (Branded Tajima DG/ML by pulse)
. BES-100E, ECSC (Embroidery Machine control)
. QuickBooks, ACT, Eme Boss (POS Software)
Machinery Assistance & Support
. BE1201, BE1240, BE1204
. GT-541, DK16, DK03
. TFMX-C1501, NEO2-Multihead-TEJTII-C1504
. Epson, Oki, Brother, HP, Ricoh, Kyocera, Dell
Server/Thin Client Hardware
. Memory/CPU/HD Upgrades
. Hubs, switches, routers
Telecommunications & Call Center
. Remote Support provided by Bomgar
. Remote Support logmeinrescue
. VMWare (fuzion/WorkStation/Player)
. CRM provided by RightNow Technologies
. BMC ServiceDesk Express (Remedy)
. ServiceNow
. Microsoft SCSM
Professional experience
Palm Beach County Sheriff's Office
August 2014 - April 2015
West Palm Beach, Florida
Lead PC Tech/Crew Chief
. Planning, coordinating and supervising the activities of the mobile
data team to assure the highest quality of IT customer service.
. Assign duties, responsibilities and monitor progress in all
Incidents/requests in the Mobile Support work queue assign to the
technicians.
. Validating that technicians are completing the work orders properly
with all the required information as outlined in the procedures to
ensure efficient service and conformance to standards.
. Providing guidance and direction to subordinates, including setting
performance standards and monitoring performance based upon SLA.
. Adhere technicians to the time frames and escalate incidents/problems
to next tier technicians where applicable.
. Review and validate that paperwork submitted by the technicians to
other departments in the organization are properly submitted and
accurately documented.
. Handling complaints, settling disputes, and resolving grievances or
conflicts, or otherwise negotiating with customers as well as other
department representatives.
. Request disciplinary write-ups for all infractions and establish
procedures to alleviate these problems.
. Providing guidance and expert advice to management or other groups on
technical, systems, or process related topics.
. Verify that technicians complete weekly survey runs and that they are
properly uploaded to the SharePoint portal
. Developing specific schedules and plans to prioritize, organize and
accomplish daily work based upon manpower and other scheduled work
activities (i.e. In-Service, vacations, trainings, etc.)
. Forecast staff, equipment, and supply requirement as well as question
all technicians on the daily progression, or lack of progression on
each work order.
. Recommend measures for improving work procedures and work performance
to increase service quality and enhance proper organizational
inventories of all assets.
. Entering, transcribing, recording, storing and maintaining data within
Microsoft SCSM.
. Perform regular inspections both in the work area and outside to
oversee the productivity of the technicians
. Develop equipment maintenance schedules and arrangements for repairs
to assure maximum availability.
. Control inventory of supplies, computers, peripherals and report
shortage to the designated personnel.
. Estimating sizes, distance, and quantities, or determining time,
costs, resources, or materials needed to perform each task by the
team.
. Evaluate new products for usefulness and suitability.
Dycom Industries, Inc.
May 2013 - July 2014
Palm Beach Gardens, Florida
Business Analyst/ITSM Associate
. Elicit and document requirements from staff and stakeholders to assist
with business cases.
. Organize, manage, and analyze requirements for accurate architecture
of configuration design.
. Ensure the stability, integrity, and efficient operation of the ITSM
Solution that supports the organization.
. Manage, configure, install and deploy various modules within the SaaS
ITSM instances (development, test and production) to achieve
customizations meeting the requirement, test cases and acceptance
criteria.
. Defining implementation plans, process change requests and executing
post implementation evaluations.
. Provide level II/ III technical support and Interface with SaaS
service provider on escalations.
. Create and maintain all system documentation, processes, policies,
customizations and training.
. Primary System Administrator for the ServiceNow platform responsible
for clones, version entitlement, upgrades, update set management and
management of authorized personnel to the hi site.
. Responsible for maintaining local ServiceNow users, groups and object
in sync with external and internal integrations as Active Directory,
LogMeIn and Gmail via JSON, JDBC, LDAP and AJAX connectors.
. Configure and deploy Discovery and CMDB with multiple mid servers
across the environment.
. Configure custom roles via ACLs and roles to fit the business unique
needs.
. Deployed Incident Management, Change Management, Reports, CMDB,
Discovery, SLAs, Service Catalog, CMS and survey modules to over
16000+ users and 115 licensed users.
Dycom Industries, Inc.
April 2009 - May 2013
Palm Beach Gardens, Florida
Lead Operations Engineer
. Investigate and resolve advanced hardware/software problems of
approximately 120+ internal users and 10000+ external users.
. Interview users to collect information about problem and lead user
thru diagnostic procedures.
. Log and track calls using problem management database by BMC.
. Develop technical solutions related to computer, networks, printers
(HP, Ricoh, Brother, Dell, Epson, Sharp, Kyocera, Imagestic) and
software for development engineers, technicians, and customers.
. Create workaround procedures when standard procedures have failed and
ensure issues are resolved in a timely fashion.
. Escalate urgent problems requiring more in-depth knowledge to
equipment vendor/manufacturer or proper internal portfolios.
. Review, analyze, and evaluate information technology systems
operations.
. Respond to telephone calls, email and personnel requests for technical
support.
. Assist in the installation, maintenance, and general support of
software, hardware (Dell, Lenovo, Panasonic, HP) and equipment.
. Troubleshoot and resolve Outlook PST issues and OST issues.
. Active Directory account creation, account modifications, password
reset, unlocking account and disabling account.
. Exchange server account creation, account modifications.
. Google apps for business account creation, account modifications and
management.
. Terminal service support on server 2003/2008.
. Asset Purchase, resale and disposal.
. Software and hardware tracking.
. Perform quarterly reviews to approval documentation for SOX
compliance.
. Virus and spyware removal.
. Operating system reinstallations and reimaging on desktop, laptops and
tablets.
. Manage and perform monthly reviews on the security camera systems
(OnGuard by Lenel).
. Manage and perform monthly reviews on the Badge access system (OnGuard
by Lenel).
. Complete monthly generator checks.
. Alarm system account creation, account modifications.
. Cell phone and smart phone support.
. Create bootable media for Imaging desktop, laptops and tablets.
United Franchise Group (Sign A Rama)
June 2008 - March 2009
West Palm Beach, Florida
Technical Support Representative
. Investigate and resolve advanced hardware/software problems of
approximately 700 users.
. Interview users to collect information about problem and lead user
thru diagnostic procedures.
. Log and track calls using problem management database.
. Troubleshoot advanced support issues regarding industrial sewing and
garment printing machine.
. Develop technical solutions related to computer, networks, printers
(HP, Brother, Dell, Epson) and software for development engineers,
technicians, and customers.
. Create workaround procedures when standard procedures have failed and
ensure issues are resolved in a timely fashion.
. Escalate urgent problems requiring more in-depth knowledge to
equipment vendor/manufacturer.
. Review, analyze, and evaluate information technology systems
operations.
. Respond to telephone calls, email and personnel requests for technical
support.
. Assist in the installation, maintenance, and general support of
software, hardware (Dell, Sony Vaio) and equipment.
. Troubleshoot and resolve Outlook PST issues.
Authentium, Inc (Command Software)
September 2006 - June 2008
Palm Beach Gardens, Florida
Software Technical Support Engineer I
. Investigate and resolve advanced software problems for computer users
(over 1M users).
. Interview users to collect information about problem and lead user
thru diagnostic procedures.
. Log and track calls using problem management database (RightNow
Technologies).
. Troubleshoot advanced support issues escalated by level one
technicians.
. Develop technical solutions related to software and setup errors for
development engineers, technicians, and customers.
. Create workaround procedures when standard procedures have failed and
ensure issues are resolved in a timely fashion.
. Escalate urgent problems requiring more in-depth knowledge to
appropriate internal resources.
. Review, analyze, and evaluate information technology systems
operations.
. Respond to telephone calls, email and personnel requests for technical
support.
. Assist in the installation, maintenance, and general support of the
Software.
. Active Directory password resets.
The Answer Group "TAG" July 2006 -
September 2006
North Lauderdale, Florida
Technical Service Engineer
(Comcast\Gateway
account)
. Responded to telephone calls, email and personnel requests for
technical support.
. Investigated and resolved hardware and networking issues.
. Provided phone support to end users on a variety of issues.
. Documented, tracked and monitored the problem to ensure a timely
resolution.
. Supported, tested, and troubleshot hardware and software problems.
. Responsible for walking customers with little or no knowledge of
computers or their operation through using expert trouble shooting
skills to repair the computers or internet connectivity over the
telephone.
. This included support of all Microsoft Operating Systems and
Applications.
education
. Bachelor of Business Administration with specialization in business
information Systems (Devry University Ft. Lauderdale, Florida) Pending
completion
. Army basic training and Human resource specialist education (ARMY Fort
Jackson, South Carolina)
. CompTIA A+ Certified IT Technician (Comptec West Palm Beach, Florida)
. 38 Credits of Computer Science/Liberal Arts (Westchester Community
College Valhalla, New York)
. High School Diploma (Yonkers High School Yonkers, New York)
LANGUAGES
. Fluent in Spanish
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