Project Manager Customer Service

LARRY JOSEPH

** ******** *****, ******* *****, NJ 07920 Cell: 973-***-****

************@*******.*** www.linkedin.com/in/larryjoseph2

SUMMARY

Experienced Technical Support Professional with an extensive IT background including Management and Supervisor roles. Strong troubleshooting skills for resolving complex technical issues.

SKILLS

Hardware and Software Troubleshooting expertise

Vast technical knowledge

Exceptional customer service skills

CompTIA A+ Certified

Experienced in all Windows OS and MS Office versions

Proficient in several Electronic Ticketing Systems

Help Desk, Remote User Support and Deskside Support for End Users.

EXPERIENCE

1998-2015 Senior Field Technical Support Representative - Tier 4

Hewlett Packard - OH & NJ

Team Lead – On Site Desktop Support for hardware, software, printers

and break-fix issues.

Delivered High Level Executive Support and Trade Floor Support.

Annually rated excellent in employee reviews.

Met all SLAs.

Annually certified in Dell Desktops, Laptops, Servers and Printers.

Achieved highest ticket count of 8-member team.

Project Manager for hardware refresh of PCs and Printers.

Project Manager for migrations to new OS (Win98 to Win2000, Win2000 to XP, XP to

Win7) utilizing SMS and SCCM.

Manufacturing Plant Production line IT support.

On-site "Smart Hands" for server related issues, including cabling and hardware.

1993-1998 Customer Service and Technical Support Supervisor

Infotel/Midwest Micro Inc. - Fletcher, OH

Supervised 125 technicians and customer support representatives for a global PC manufacturer.

Responsible for hiring, scheduling, personnel records and employee reviews.

Resolved difficult escalated customer issues.

Developed and presented ongoing training sessions to support staff.

Compiled Daily, Weekly and Monthly reports for CEO.

Counseled Reps in individual problem areas.

Organized weekly operational meetings.

Participated in weekly Executive staff meetings.

1983-1993 Retail Manager

Radio Shack - OH

Managed multiple electronic stores.

Responsible for inventory, staffing, sales growth, customer relations.

Awards include multiple 'Manager of the Month', 'Lowest Employee Turnover', and 'Sales Growth'.

2015 - Project Manager (Temp)

All Pro Wireless, LLC. - Englewood, NJ

Recruited, negotiated and on-boarded W-2 employees and 1099 contractors.

Developed proprietary in house training for eFemto installations.

Project lead for training and implementation of the eFemto installations.

On-site IT support for warehouse and field employees.

Responsible for creating and submitting close-out packages upon site

completion for multiple national cellular wireless carriers.

Managed, documented and labeled all inventory of company equipment.

EDUCATION

Business Administration

University of Cincinnati - Cincinnati, Ohio

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