Customer Service Project Manager
Resume:
Dale-Earl Robinson
*** ***** ***** ******, **. Vernon NY 10550
****************@*****.***
Summary: A well-organized and forward-thinking team player with exceptional analytical and project management skills. A solid performer with the proven ability to execute targeted results and tasks with a consistent track record of success in meeting and exceeding organizational goals.
Education: Walden University
Master's Degree in Information System Management (2014)
Academic Honors, 4.0
New York Institute of Technology
Bachelor of Science Degree in Computer and Electrical Engineering
Polytechnic Institute of New York University
Majored in Computer Engineering
Skills and Strengths: Excellent oral and written communication skills
Self-motivated, flexible, dependable, organized
Proficient in Microsoft Office 2010 Applications, Adobe Captivate
Software and Operating Systems: Windows 7, Visio and MYSQL database
Language: C++, Java, HTML
Work Experience: All Sector Technology Group
Implementation Technician (9/2011 – 4/2015)
Provide customer service to internal and external clients
Solve problems creatively and efficiently
Collect information about the caller and problem, recording in the SendTrac helpdesk ticketing system
Advise user and attempt first level problem resolution where appropriate
Interface with Field Operations per the process for prioritization and dispatch of resources
Collect and compile business and functional requirements from customers
Use Microsoft Office 2010 applications and Visio to create implementation guides, use cases, functional specifications, data specifications, mockups and data mapping for proprietary software modules
Maintain, create, and update account profile for customers and staff in proprietary software module
Maintain and update company and client WordPress sites using HTML
Use Izenda to run queries for clients
Use Adobe Captivate to create user training videos
Conduct teleconference training utilizing Webex and JoinMe
Prepare reports for management based on organization/customer/problem/resolution breakout
Provide coverage for Helpdesk number, taking calls/emails as Tier 1 and/or Tier 2 Support
FEGS WeCARE Helpdesk New York, NY
Patient Care (Helpdesk) Analyst 3/2005 – 9/2011
Data Analysis
Troubleshoot and resolve proprietary database issues for all WeCARE sites
Maintain, create, and update account profile for customers and staff in proprietary system
Authorize access to company database
Grant account authorization
Perform queries for company projects
Organizations /Activities: National Society of Black Engineers, ORAC Writers, HYPHEN.
References:
Shana Kay Watson (Monroe College, Senior Admissions Counselor) 646-***-****
Edward Richards (AllSector Technology Group, Project Manager) 718-***-****
Auris Pearl (AllSector Technology Group, Implementation Supervisor) 646-***-****
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