Customer Service Management

Efrain Orsini Jr.

******.******.**@*****.*** 732-***-**** 23 Sugarbush Rd., Howell, NJ 07731

https://www.linkedin.com/in/eorsinijr

Areas of Expertise

Leadership

Manage multiple projects with DLB Associates. One project that encompassed multiple phases was switching

wireless carriers, transitioning to new devices (iOS from BlackBerrys), and implementing our current MDM

Solution, MobileIron. I also managed a major Video Conferencing project that consisted of a full deployment with

integration of current systems.

Trusted to take the lead role in troubleshooting and resolving complex technical issues early in employment and

often.

Prepare and brief monthly training outline for the Company & Battalion. Also review training plans and restructure

according to the mission or other needs.

Lead, mentor and evaluate 125 Soldiers while planning full support of all Battalion operations.

Additional Army training courses include FLR (Field Leadership Reaction), OLC (Officer Leadership Course) and

CCC (Captain Career Course) to maintain and increase leadership and management skills.

Technical / analytical

Expert with Blackberry OS, iOS, Android, and familiar with Windows Mobile platforms.

Adept in support and administration of Cisco Telepresence, Crestron, Cisco Call Manager, WebEx, Vidyo

Infrastructure and the MobileIron MDM solution.

Army training including Anti-Terrorism and the Captain Career Course that hones analytical skills, problem solving

tactics, and technical management training.

Highly proficient in Microsoft Office.

Experience

Technologist dlb associates february 2013-Present

Utilize Project Management skills to lead or assist in developing long-term strategies and plans for meeting A/V

equipment and corporate technology needs. Manage multiple projects to improve AV / IT infrastructure and improve

employee experience.

Implement, monitor and support Mobile Device Management solution (MobileIron). Support and maintain company

smartphones that include BlackBerry, iOS and Android operating systems. Also experienced with Windows

Smartphone OS and tablets.

Support and maintain in-house A/V equipment and other assets. These include but are not limited to: Cisco Codecs,

Jabber, Video Communications Server, Telepresence Content Server, Codian MCU, Crestron and Extron, and Vidyo.

Troubleshoot IT issues including desktops, laptops, printers and small scale data center tasks. Ensure local and

remote users are able to connect to the network via VPN or Citrix. Provide end-user training and assistance when

needed.

Company Commander new jersey army national guard july 2004-present

Maintain accountability and operational readiness for many different types of army equipment and property valued at

$10+ Million.

Oversee all administrative, maintenance, and logistical functions for the Company.

Command a staff responsible for units engaged in supply, service, and other logistical support.

Plan, direct and coordinate activities of personnel responsible for the receipt, storage and issue of all commodities of

supply to include food, ammunition and fuel.

Supervise, observe, analyze, and document training exercises and operations.

Create and update Standard Operation Procedures for the company.

On order, respond to state and federal contingency missions.

retail sales representative verizon wireless august 2011-february 2013

Create rapport and utilize interpersonal skills extensively with customers of diverse backgrounds to determine needs

before offering solutions.

Offer best possible total solutions package to customer, exceeding expectations and demonstrating high return on

customer investment.

Known as the go-to rep for technical issues. Resolve customers’ technical and billing issues while ensuring customer

satisfaction is the highest priority.

Consistently maintain and grow customer base, exceeding all monthly quotas.

customer service tech flextronics (verizon wireless) september 2009-august 2011

Program, troubleshoot, and test cell phones/equipment and analyze repairs to determine if extended repairs are

needed.

Provide face-to-face front line customer support and accessory sales in the technical department of a major wireless

carrier’s retail location.

Provide training and support, as well as, assist in creation of schedule for all associates.

Instruct customers on proper use of their mobile devices while documenting customer interactions in multiple

platforms.

Assist in sales of Phones/Tablets/HPC by explaining their value and determining what would best fit the customer’s

needs.

Education

A+ Certification *Projected september 2015 comptia

Understand fundamental knowledge of PC / Laptop hardware and OS, troubleshooting, networking and mobile

devices.

MS in management may 2013 njit

GPA: 3.42

Related coursework: Project Management, Strategic Management, Decision Support Systems

CPE in management essentials dec 2011 njit

GPA: 3.2

Related coursework: Information System Principles, Managing Technological and Organizational Change

bs in business management may 2008 Rowan university

GPA: 3.2

Related coursework: Management Information Systems, Integrated Business Software Tool

Efrain Orsini Jr. - References

******.******.**@*****.*** 732-***-**** 23 Sugarbush Rd., Howell, NJ 07731

https://www.linkedin.com/in/eorsinijr

LTC Robert Martinez – 609-***-****

LTC Martinez was my Battalion Commander in the 250th BSB. I have been under

his command for approx. two and half years as a Lieutenant and Captain.

1SG James McGoonan – 973-***-****

1SG McGoonan has a part of my leadership team for the past two years.

Jose Mirabal – 732-***-****

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Jose was my Verizon Wireless manager for two years, and has known me for six

years.

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