Susan Jurjonas

**** **** ****

Darien, IL *****

630-***-****

Onward Technology contractor for Jarden Safety and Security (First Alert) – Aurora, IL

Consumer Affairs / Technical Support Representative – 09/2014 to 05/2015

Provided technical support and customer service on selection, installation, use and problem resolution for fire alarms, carbon monoxide alarms and other safety products

Handled 50 to 65 inbound calls per day in fast-paced, team oriented call center environment

Documented all calls in Jarden’s proprietary call tracking system

Adecco contractor for Sharp Electronics – Romeoville and Warrenville, IL

Technical Support Representative - 06/2007 to 08/2014

Provided technical support for consumer electronics to electronics technicians around the country, by telephone and email in fast paced, team oriented, call center environment

Handled 25 to 40 inbound calls per day, in addition to providing support via email, making outbound follow-up calls, and repair “triage” recommendations for service dispatches

Documented all calls and emails in Sharp proprietary call tracking system

Functioned as the team lead in scheduling, inter-department communication and escalated problem research and resolution

Expert level knowledge of televisions, microwave ovens and other consumer electronics products, including RS-232 serial port control and TCP/IP internet access

Created product procedural and troubleshooting documentation using MS Word and Powerpoint, trained, monitored, and guided new hires

Drew upon broad general knowledge and specific electronics knowledge to solve problems and guide technicians in product trouble shooting and repair

Voted call center Employee of the Year in 2012 by management staff

Handled escalated calls from repair technicians, installers and consumers

Tracked ongoing issues using MS Excel and reported results to management

Spherion contract for Hewitt Associates - Lincolnshire, IL

Customer Service Representative - 09/2006 to 05/2007

Handled life insurance enrollment and problem resolution

Successfully handled escalated calls when necessary

Jewel Food Stores/American Stores - Melrose Park and Oak Brook, IL

Senior LAN Engineer – 06/1995 to 07/1997

Technology Project Specialist – 03/1990 to 06/1995

Advanced to team lead and supervisor of 6 technical professionals

Responsible for desktop and laptop PC operating systems and application standards for Microsoft Windows

Responsible for Netware 4.x file server management at 5 Chicago area locations totaling over 100 end-users

Project lead on Netware 4.1 upgrades, NDS tree merge and Netware Connect remote access projects

Installed and supported Local Area Network using Ethernet, token ring and TCP/IP

Supported modems and printers using RS-232 serial port communications

Evaluated, selected, ordered, installed and supported PC hardware, software and peripherals including network cards, hubs, modems, tape drives, hard drives, printers, 3270 emulation, communication and remote control products

Provided 3rd level support for and resolved desktop and network issues

Trained 2nd level support and operations staff in the use of software and equipment

St.Paul Federal Bank (bought by Charter One, later US Bank) – Chicago, IL

Systems Programmer / Senior Systems Programmer – 07/1986 to 03/1990

Responsible for system updates and disaster recovery implementation

Responsible for mainframe operating system software

Acted as project lead on 3725 FEP front end communications controller upgrade

Implemented new mainframe and FEP at disaster recovery site

Responsible for CICS database tables and CICS system tuning

GC Services – Chicago, IL 2 years

Technical Services Programmer – Chicago, IL – 05/1984 to 07/1986

Computer Operations and Help Desk, advanced to DBA and Systems Programmer

Coordinated vendor service calls for multiple client sites

Wrote software and installed software at client sites

Maintained database definition tables

Education

B.S. Computer Information Systems, Northeastern Illinois University - December 1983

Additional Graduate-level Computer Science coursework, DePaul University

Coursework in Electronics, College of DuPage

Skills

MS Office, Word, Excel, Powerpoint and Outlook

MS Windows, DOS, FTP, RS-323, TCP/IP, PC hardware

AC/DC electronics

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