Customer Service Manager

BARBARA J. LOGAN

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

Cleveland Hts, OH 44121

Cell 216-***-****

Email: acqssm@r.postjobfree.com

Skills Summary: Windows 8/8.1/ 7/Home Pro/Small Business/ Enterprise 32 and 64 bit version

Windows Server 2000,2003, 2008 R2, ESXI 5.1 Vmware 7.1

MS Office 2010/2013 all versions, Lotus Notes, MS Outlook, SharePoint

Dell/Laptops,Desktops, HP/Laptops, Desktops, Printers

Active Directory, TCP/IP DHCP Configuration, Group Policies, Vendor Management, Customer Service, Project Management, Procurement

HelpDesk/Remote/Desktop/Network/Server/Software and Telephone Support

PC Coordinator -Managing and coordinating Windows 7 Migration Project 01/2015

Cleveland Clinic -Coordinate deployment dates with Technicians

Cleveland, OH -Scheduling pickup and upgrades -Forecasting, Creating/Updating documentation on SharePoint

-Contact users on availability for machine evaluation.

-Coordinate with System Administrators with date/time to evaluate PC

-Communicate with upper/lower management on progress and reports

L2 TECH SUPPORT 12/12-8/14

ABB PA Wickliffe, OH

-Provided phone and sales support suggesting opportunities for revenue growth.

-Participated in field/site activities and provide support for field testing and troubleshooting. Vmware 7.1 ESXI 5.1, Server Configuration

-Provided Technical Support on Process Automation Open Control Systems assigned through Powerhelp CRM, Control System 800xA AC800M,

-Provided individual and/or group instruction and training to customers and staff on various products and product-related issues.

-Prepared knowledge bank, field alerts and technical change notices to document product issues, problem workarounds and procedures to assist end-users

-Provided front-line advice service to end-users on software and hardware problems. Created accounts in Active Directory, Group Policies

-Performed special projects duties as assigned (site visits, system health checks, etc).

-Controlled Tech Support case backlog according to department requirements.

-Conducted independent lab testing of case-related issues when required.

-Supported the ABB University efforts to transfer knowledge within ABB Service community, and occasionally instruct customers when assigned.

-Responded within agreed time limits for support line customers and flexibly dealt with several different problems (cases) at a time

-Managed customer issues which can originate from emails, internet, or direct conference call using webex and/or remote support.

-Participated in periodic training programs to ensure competence on assigned products.

-Listened attentively as callers describe their technical concerns and walk them through the steps to fix the problem.

-Documented activity accurately and concisely.

-Answered customer questions that are submitted via online”Forums” database.

-Supported and Resolved issues during normal business hours and after-hours (as assigned) using Remote Access

-Worked within a team of individuals that make up the service support structure, which consists of Research and Development to resolve complex technical and logistical problems while promoting and maintaining good customer relations and protecting the company's interests. Service Dispatch/Coordinator for logistics, a dedicated Regional Technical resource for technical mentoring, an Operations Manager for personnel issues and management, and various call center operations resources to assist with difficult field problems.

IT SPECIALIST

Proverb One, OH 01/12-12/12

-Project: Hinckley Township Fire and Police Department.

-Cabling installation using CAT5e/CAT6

-Manufactured routing and installation of Laptop, PC,'s and Printer setup along with configurations and drive mapping.

-Project Burger King Installation of Digital Menu Board

-Installation and configuration of new active digital menu board systems to include to include but not limited to server, modem and switch configuration.

-Intranet and Internet

-Configuration of Controllers using DHCP

INTERMEDIATE LAN ADMIN

KeyBank Cleveland, OH 04/07 – 11/11

- Asset Management/Researching, locating KeyBank lost and stolen equipment

-Saving over 100K in new purchases of equipment

-Ensuring client satisfaction of the overall PC replacement process

-Incident Management/Service request tickets using Service Manager Software

-Vendor Management/Scheduling weekly exception pickup of old equipment

-Procurement,PC Deployment (distribution) Phone support for clients and vendors,

-Use of HP Asset Management Software

-Win Server 2003, OS Win 7, Vista, XP, NT 4.0 -Maintained the data integrity of the PC Lifecycle database

-Created new processes that will help streamline the PC replacement process

-Reviewed and updated PCs with no chargeback information

-Upon Review of upcoming PC’s that are eligible for replacement, I ensured savings for KeyBank of more than100K annually in PC replacements

-Compared PC’s in the Argis and PCL databases for accuracy researched and remedy any discrepancies,

-Assisted in Disaster Recovery Site Quaterly.

-Responded to requests and questions that are sent to the Enterprise Procurement -Support Services e-mail box

-PC/Laptop redeployment software, hardware, network configurations.

-Serviced clients/vendors with asset scheduled exception pickups

-Provided desk side, remote and network support for clients using Dame Ware

-Created New Accounts in Active Directory

-Used Peregrine Service Client call tracking software to generate trouble tickets

-Tested Printer Optimization Project, Teller 21 project (VeriFone)

-Managed PC Disposal Procurement Replacement- 800 Site Dell/HP Hardware

-Activated Blackberry setup and configuration

-Assisted Project Management Team with Media Removal Project

HELPDESK ANALYST

PC TECHNICIAN

Chilcote Company Cleveland, OH 01/05-04/07

-Hardware/Software Deployment on Dell/HP Hardware

-PC Repair, Computer Maintenance and Server Backup

-Telephone Support for customers and vendors

-Upgraded and repaired 75 PC’s saving the company 150K in new purchases

- Managed IT department in the absence of Mgr. and Director training clients on use

of hardware and software overseeing Network Administrator and Programmer

-Maintained Phone System Avaya Communication setting up user accounts

-Configured/Imaged desktops using enterprise CD /Symantec 10

-Created User Accounts in Active Directory

-Software Support Microsoft Office Suite 2003 / Outlook email

-Supported 1,500 employees using Track IT call tracking software

- Helpdesk, Desk side and Remote support using PCAnywhere/VNC

-Win Server 2003, OS Win XP, 2000, NT 4.0 MAC OS 9

TECHNICAL SUPPORT

SPECIALIST

Case Western Reserve Univ. School of Medicine 06/01- 01/03

-Supervised 300 Students of HCEM Program Lab Sessions Software Support

-Managed Lab Exam/Orientation Sessions

-Software Support, Hardware/ Software Deployment

-Performed Network Configurations

- Imaged Laptops and Desktops

-Maintained Network Printers

-Maintained Hardware Inventory

-Trained Clients/Students on use of Hardware/Software

-Liaison between manager and technicians assisted manager with projects and technicians with PC repairs on Gateway and Dell hardware

-OS Win XP, 2000,

TECHNICAL SUPPORT

Cuyahoga Community College Highland Hills, OH 11/00- 06/01

-Software Support MS office 2000 products

-Trained Students on correct use of Hardware/Scanning

-Configured and Imaged Machines

-Supported Students on IBM and MAC systems

-Maintained Network Printers

-OS Win XP, 2000, MAC OS 7

HELPDESK ANALYST

McDonald Investment & Key Corp. Cleveland, Ohio 11/98- 11/00

-Performed Diagnosis/Resolution of Hardware, Network/Printer Problems

-Managed Level 1 helpdesk team of 7 in Mgr.’s absence

-Trained Clients on Supported Products

-Software Support MS Office Suites and in house software

-Performed Network Password resets/ Active Directory

-Used Applix Call Tracking software to generate trouble tickets

-Performed On-Site, Desk side Customer Support – Limited Site Visit

-Telephone Support and Software Support

-Support MS Exchange and Outlook

-Server Support using Server Manager

-Special Projects/ Roll out Win NT, 95, to Win 2000 using Dell Hardware

-Supported 25,000 employees on a helpdesk team of 10

-Remote support using SMS, OS Win 2000, 95, NT 3.5/ 4.0 MS DOS

EDUCATION Associate’s Degree in Computer Studies from Cuyahoga Community College

ALG CCNA/ICND completed course work pending CCNA Certification

KeyBank Corporate Training Windows 2000 Professional MCSE 70-210 Installation/TCP IP, XML and SQL Customer Service

ABB University System 800xA Administration and Installation, System 800xA with AC800M Hardware Maintenance and Troubleshooting, System 800xA Improving Engineering Efficiency, System 800xA Engineering with Control Builder, Control Loop Tuning Methods, Composer Engineering Software Tools, Microsoft Windows Technologies for Industrial IT Using Windows 7, Microsoft Active Directory for Industrial IT using Server 2008, Acronis Disaster Recovery

New Horizons Computer Learning Center completed course work CompTIA Network + (Exam N10-005) (Element K) (HV)

AWARDS *ABB Nominated and Winner of Team Salute Award 2013*

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