Customer Service Manager

Tiffany L. Lepke

**** ***** ****, *******, ** ***16

Cell – 330-***-****

*******.*****@*****.***

I have a proven track record as a Project Manager for an online food carry out company where I launched sites, increased customer revenue and improved company profits. In addition to my IT expertise, I have strong customer service and problem resolution skills. I also bring expertise in business systems, communication, benefit administration and all phases of business management. My responsibilities include assuring all technical equipment and programs are functioning properly and the day-to-day business operations are being properly performed.

https://www.linkedin.com/pub/tiffany-lepke/105/507/a48

Education:

University of Phoenix – March 2009

Associates of Science in Information Technology

Skills:

Extensive Customer Service and Troubleshooting Experience

Experienced in analyzing workflow, catching up and maintaining work

ACT!

ScorPEO

GoldMine

Proficient in Microsoft Word, Excel, Live Meeting, Outlook

Power Point and other Microsoft Office Suite

Microsoft Vista

Proficient in all office equipment

XP Desktop Installation Training – Certificate Received

Typing 70-85 accurate wpm

10-key by touch

Lotus Notes Administrator

Work History:

12/13 to present FedEx Services

Senior Technical Lead

Troubleshooting, configuration, database administration, and repair for server, network, infrastructure and email.

Triage issues and service requests via phone, email and chat.

Authorized to research and implement fixes for new issues.

Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups.

Write training manuals.

Deprovisioning of end users upon termination.

Train computer users.

Maintain daily performance of computer systems.

Ask questions to determine nature of problem.

Walk customer through problem-solving process.

Install, modify, and repair computer hardware and software.

Clean up computers.

Run diagnostic programs to resolve problems.

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

Install computer peripherals for users.

Experience on Active Directory, User creation and deletion, Group Policies.

Create and administer various shared resources e.g. Distribution Lists, Directories.

Create and administer LAN accounts of the users.

Perform Password Resets.

Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization

Follow up with customers to ensure issue has been resolved.

07/13 to 12/13 AT&T U-verse

Provide Level Tier 2 Tech support to AT&T’s new and existing customers

12/12 to 6/13 Temporary Positions

Mancan Staffing Agency – Purchasing Expeditor

Office Team – Shipping Coordinator

09/09 to 12/12 ONOSYS Technologies (a LivingSocial company)

Account Manager

Working directly with C-level clients, managed launch-projects for major national accounts from conception to completion; never missing a launch date. Responsibilities included, database set-up, developing menus, securing art work, websites, POS integration with Onosys software, assuring SSL properly functioning, site testing, partnering with development team for issue resolution, keeping clients and Onosys management apprised of project status. After “live” integration, provided support for clients including menu set-up, changes and updates, failed faxes and printer issues, assigned minor or major issues to proper support unit.

06-09 to 9-09 NSA Technologies

Data Entry Operator

Credit card charge offs

11/08 to 6/09 Ajilon Professional Staffing, LLC

Independence, Ohio

(Contracted to various employers)

11/07 to 10/08 Group Management Services 330-***-****

Professional Employment Organization Offering Services in Benefits, Payroll, HR - Benefits Administrator

Benefit Administration including COBRA Administration, Rate Renewals, Statement Reconcilements, CSEA Compliance, Employee Enrollment/Terminations, Enforced Company Policies with Clients, Interfaced with Client Services, Account Managers, Sales Reps, Finance and Executive Management to assure all functions were coordinating appropriately and all work was being completed timely. Taught self ScorPEO and became most proficient user in office

8/06 to 11/07 DeVore Technologies 440-***-****

Beachwood, OH

Technical services, training and development firm

Executive Assistant to CEO

Certified Pearson Vue Administrator

Access Database Management for Microsoft Training for high-profile clients such as Cleveland Clinic, University Hospitals, National City bank and others

10/05 to 07/06 Mentor 4/Aerotek Temp Agency 216-***-****

(Contracted to Unisys for Dept of Veterans’ Affairs)

VA Hospital

10000 Brecksville Road, Brecksville, OH 44141

Provided fast, accurate data entry of classified/confidential data

7/04 to 10/05 Yellow Roadway Technologies 330-***-****

1077 Gorge Blvd, Akron, OH 44310

Asset Administrator

Affiliated Computer Services lost the service contract to Yellow Roadway Technologies I was retained by Roadway to perform same responsibilities and functions as with ACS below

10/99 to 7/04 Affiliated Computer Services 330-***-****

(Contracted to Yellow Roadway Technologies)

557 Tallmadge Road, Akron, OH 44310

Data Entry Administrator

Migrated 400 users from Windows 2000 to Windows XP

Assigned critical applications

Rolled out M700 laptop to 935 users

Loaded applications to servers

Maintained physical inventory of computer lab

Identified and documented software running on all servers

Managed database tracking of hardware/software assignments providing 100% accuracy

Assured hardware returned to inventory or decommissioned/destroyed upon termination of users

Wiped hard drives clean

Installed hardware/Assisted with hardware/software user issues

Updated mainframe backlog of 6000 records in 4 weeks

Administrative Support to Server Services Manager

Administrative Support to Director of Infrastructure

Administrative Support to Manager of Project Services

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