Customer Service Technical Support

Jeffrey A. Clapes

* ******** **** *********, ** *6770

203-***-**** ****.******@***.*** www.linkedin.com/in/JeffreyClapes

IT Specialist / Technical Support / Analyst

Technical professional with 11+ years of experience providing routine, complex and high-level desk-side and remote technical support in a high-volume environment. Expertise in setting up, upgrading and migrating personal computers/desktops. Strong troubleshooting skills with a track record of diagnosing, analyzing and resolving critical operating systems, applications, software and hardware issues. Expansive technical knowledge with experience training and mentoring teams on best practices, systems and technologies while driving continuous process improvements. Collaborative and customer-focused with the ability to evaluate and master new technologies quickly.

Areas of Expertise and Technical Skills

Technical Support (Tier-2 & Tier-3) Desktop & Personal Computer (PC) Setup Upgrades & Migrations

Troubleshooting Issue Resolution Service Level Agreement (SLAs) IT Project Management Customer Service

Problem Management Training & Mentoring Customer Service & Support Cross-functional Collaboration

Microsoft Windows Operating Systems Microsoft Office Suite Lotus Notes

Professional Experience

Nationwide Mutual Insurance Company, Rocky Hill, CT 2004 – Present

Senior Analyst IT Operations (2013 – 2015)

Analyst IT Operations (2007 – 2013)

Technician IT Operations (2004 – 2007)

Started Nationwide as an IT Operations Technician and progressed into roles as Analyst and Senior Analyst of IT Operations. Daily responsibilities, projects and achievements include:

Technical Support / IT Operations

Support 37,000 staff; provide complex Tier-2 and 3 desk side and remote support to users including diagnosing, analyzing, troubleshooting and resolving operating systems, applications and hardware issues.

Achieve high rankings as a consistent top-performer with a track record of exceeding service level agreement (SLA) requirements by achieving 96%+ of expected resolution time while delivering the highest levels of customer service and ticket quality.

Set up and deliver PCs to users including backing up user files, restoring data and training users resulting in high customer satisfaction and low incident volume.

Install racks, network equipment, UPS, cabling and wire management in new and existing offices.

Consult with network services, desktop/systems engineering and applications development teams to restore service and identify and correct core systems problems.

Research, isolate, resolve and document problems with information systems products and services in a timely and effective manner.

Training & Mentoring

Provide ongoing technical training to customers on company technologies, infrastructure, hardware, and software applications and prepare detailed documentation on operations, procedures, and methods.

Train, mentor and guide technicians on new and existing technologies, platforms and problem resolution, resulting in shorter learning curves, increased accuracy and improved productivity.

Project Management

Managed part of a multi-state upgrade of 1800 PCs that was delivered on-time with minimal productivity losses while achieving high customer satisfaction levels.

oLed a team of 4 technicians that executed ~900 PC upgrades for field offices and remote employees to migrate and integrate newly acquired subsidiaries onto standard corporate platforms.

oCoordinated with project technicians to receive new PCs into inventory; managed equipment pickup to assure data security, installed and configured all required applications, assured functionally and ensured on-time arrival of equipment.

oPartnered with business units to schedule deployment dates and ensure each employee had the correct PC and applications; assigned technicians for deployment and provided support during the deployment process.

Issue Resolution & Catastrophe Support

Created and actively worked on problem tickets to remove defects from the environment.

Traveled to sites to provide onsite catastrophe, emergency and severe weather support providing immediate solutions and fixes to users, customers and employees equipment.

Set up storm center locations for associates to work on technical issues while better assisting our customers during crises events.

Installed network equipment, servers, printers, run network cabling for storm center.

Education

Bachelor of Science in Computer Information Systems – Quinnipiac University, Hamden, CT

Certifications and Training

CompTIA A+

Microsoft Certified Technology Specialist (MCTS) Windows 7 Configuration

Microsoft Certified Solutions Associate (MCSA) Windows 7

Microsoft Enterprise Desktop Support Technician (MCITP) on Windows 7

Apollo Root Cause Analysis

Kepner Tregoe Problem and Incident Management

SANS Hacker Guard

Lenovo / IBM / Toshiba Warranty Repair Certified

Continuous Improvement Champion

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