IT Customer Support

CLARENCE JACOBS

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

Alpharetta, GA 30004 Tel 770-***-**** Mobile 404-***-****

SUMMARY OF QUALIFICATIONS

Strong managerial background and ability to think outside the box to create vision and identify and exploit opportunities.

Hard working and disciplined approach reinforce capability to structure opportunities into tactical solutions.

Successful organizational relations up to C-level Multi-media presentations.

Experienced in customer support and service (via phone, email and face-to-face), sales (hardware, services and systems), management (supervisory and project), negotiation (contracts and labor), budgeting and planning.

Skills include:

Network technologies including: TCP/IP, Routing, ARP, DHCP, Security,Wireless, DNS, SSL/TLS, SMTP, HTTP/HTTPS, IGMP, and SNMP

Knowledge and use of LINUX/UNIX

Windows knowledge including Active Directory and SQL Server

Configuration & installation of network switches, routers, and servers

Configuration setup, optimization, spanning tree, multicasting and interconnectivity of wired and wireless systems

Command line troubleshooting

Graphics & Design

Microsoft Office Suite

PROFESSIONAL EXPERIENCE

HEWLETT-PACKARD-Alpharetta, GA (2012-present)

Technical Solutions Consultant

Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user’s contacts and proactive notification systems.

Respond to service, product, customer relations questions on subjects such as features, specifications and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).

Resolve incoming internal or external businesses and end user’s problems via telephone and e-support.

Articulate both in writing and verbally case summary, resolution and add to Knowledge Management System (KMS).

Proactively assist customers to avoid or reduce problem occurrence.

EASYLINK SERVICES- Norcross, GA (2009-2012)

Customer Service

Provide IT support for enterprise messaging services for a range of customers worldwide in insurance, health care, technical services, banking, logistics and oil exploration industries.

Provision new accounts/users, traffic management and message error tracing and correcting.

Products supported include UNIX and web based EDI transactions and on demand messaging services.

BANDREX/ROBINETTE CO - Guadalajara, MX (2005-2009)

Account Management

Contracted to transition accounts from Robinette and develop new ones.

Developed direct sales channels and implemented strategic sales and marketing plan which included trade shows, advertising and route to market initiatives.

Identified and developed new markets and business.

Prepared and made presentations to customers on product technical issues, research and development efforts and quality assurance.

Designed and executed strategic plan in meeting and exceeding company goals.

Responsible for all new business marketing (shows, ads, promo material) and direct account selling.

SLEEVECO - Dawsonville, GA (1999-2005)

National Accounts (2004-2005)

Lead activity to identify, target and develop accounts and improve sales activity in Midwest and West.

Recruited and trained sales reps.

Technical support on sales calls.

Business Manager (2002-2004)

Prepared five year marketing plan.

Managed Research and Development testing and material qualifications, developed all internal specs.

Established new accounts in distilled spirits, automotive, beverages and household chemicals industries. Managed two shift operation. Set up and administered production and quality procedures, accounting system and facilities management. Set up a 20K sq. ft. facility specifically designed for contract labeling.

Directed product handling, equipment purchases, and supplier alliances.

Developed and patented 2 new products.

Product Manager (1999-2002)

Identified and qualified prime target accounts, lead development, direct sales calls, selling new accounts and recruiting distributors.

Expanded business from negligible to over $6MM in sales.

E-BEAM - Cranbury, NJ (1996-1998)

Sales Manager

Managed accounts for supplier of irradiation services to the pharmaceutical, nutritional, semiconductor, wire & cable and gemological industries. Position included new sales development (cold calling, lead development, contracting) and marketing including advertising, trade show management and sales/marketing budgeting and management.

Improved corporate reputation by providing technical support to number one account.

Developed and implemented account profitability evaluation system.

Created and implemented new business tracking and evaluation system.

FUJI SEAL/INTERSEAL – Fairfield, NJ (1986-1996)

Technical Sales (1986-1988)

Marketing and Sales (1988-1992)

Contractor representative (1993-1996)

Enhanced designs and sold new line of packaging equipment

Managed packaging elements for Fortune 500 consumer products new product launch.

Increased sales 7% to 12M in stagnant market.

Strengthened operations and organization through intensive staff development.

BURMAN LAMP – Paterson, NJ (1984-1986)

Vice President of Operations

Managed day-to-day operations of paint, wire forming and assembly plants for decorative lamp manufacturer.

Directed all purchasing, labor relations (Teamsters Union), production optimization, and logistics and sourcing.

Managed three shift production on mainly non-English speaking labor force.

Organized transfer of production line to Far East.

Introduced new product line with first year revenues of $2.4 million.

GILMAN PAPER – St. Mary’s, GA (1980-1984)

Plant Manager (1982-1984)

Assistant Plant Manager (1980-1982)

Managed overall running of three-shift operation in bag plant, identifying, justifying and implementing cost savings and capital improvements.

Prepared budgets and annual capital investment plans

Negotiated union contracts and handled day-to-day personnel relations.

Turned around an unprofitable production plant, adding new accounts and significantly reducing production costs.

EDUCATION

BS, Mechanical Engineering Cornell University-Ithaca, NY

HP-ATP Certification

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