Customer Service Technical Support
Resume:
Susan Jurjonas
Darien, IL *****
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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