Customer Service Project Manager

Dallas Alcala

Lead IT Support Specialist

Cedar Hill, TX

******.***@**.*** - 614-***-****

Responsible Computer Technician with nearly 10 years of experience providing technical solutions through high-quality

service and support. Seeking a position in a challenging and rewarding tech environment where I can expand upon my

existing skill base while contributing to a dynamic IT team. Authorized to work in the US for any employer

WORK EXPERIENCE

Lead IT Support Specialist

Lifestyle Communities - Columbus, OH - July 2015 to October 2015

• Provided oversight and management of the overall end-user experience.

• Developed and documented procedures for ensuring consistent delivery of expectations and develops training

materials on internal software and hardware.

• Managed and prioritized helpdesk work requests.

• Identified and tested opportunities for new on existing system and operational improvements.

• Managed procurement, expenditures, charge backs, and annual budget development.

• Developed, planned, and managed projects in effort to continually improve the overall Help Desk efficiency.

• Supervised with opening new amenities buildings, including ISP/Telecom management IT Resource Coordinator

ViaQuest, Inc - Dublin, OH - October 2013 to July 2015

• Technical expert in 300+ iPad rollout for timekeeping and documentation

• Technical expert in creating images for iPad's that meet HIPAA requirements

• Managed all support requests within established Service Level Agreements.

• Supervised help desk and trained staff to ensure highest level of customer service.

• Provided documentation on start-up, shut-down and first-level troubleshooting of processes to help desk staff.

• Managed IT product roll-out and post-implementation support.

• Recommended architectural improvements, designed solutions and integrated solutions to management.

• Worked with management to create new support tools for improved communication.

• Implemented technical procedures and standards to preserve integrity and security of data, reports and access.

• Project manager oriented to lead priorities on daily basis.

• Coordinated and organized IT projects, both internally and externally, with various business lines and vendors.

• Maintained, organized, and ordered all IT equipment inventory.

• Managed creative projects from concept to completion, while managing outside vendors.

• Aligned office departments and increased inter-department communication and data sharing. Branch Technical Analyst

J.P. Morgan Chase - Columbus, OH - January 2012 to October 2013

• Point-of-contact to field technicians across the country.

• Technical support for local and national branches to diagnose and resolve hardware, software, and network issues.

• Facilitated programs around technical support to local and national branches for network security and issues.

• Member of the BTS Escalations and Feedback team for troubleshooting, resolutions, and customer service. Genius

Apple, Inc - Washington, DC - June 2009 to January 2012

- Washington, D.C., and Columbus, OH June 2009 to January 2012

• Specialized in Apple hardware and software.

• Provided technical support to unsatisfied customers with handheld devices and computers.

• Trained and informed customers on techniques to best utilize Apple technology and their personal products.

• Facilitated data transfers for customers from old to new computers and technology.

• Trouble shooting skills utilized to repair Apple hardware and software. Student Program Consultant

Taylor University - Upland, IN - January 2006 to May 2009

• Scheduled and facilitated weekly meetings with all class officers and managed a $10,000 budget.

• Coordinated, collaborated, and promoted with class officers for student programming and event planning.

• Reviewed invoices, checked requests, monitored accounts, and produced monthly budget reports.

• Assisted Director of Student Programs with the facilitation and evaluation of all campus events. EDUCATION

Bachelor of Arts in Education, Mathematics

Taylor University - Upland, IN

August 2004 to May 2008

Radio & Television Communication

Sam Houston State University - Huntsville, TX

August 2001 to May 2003

ADDITIONAL INFORMATION

Skills

MDM Apple Configuration TrackIt

Active Directory Apple Software (iWork, iLife, Bento) SQL Server Exchange Mac OS X ERP: Solomon, Docuware

AirWatch Apple Certified Macintosh Technician McKesson Operating Systems WIN 07, 08, OSX iOS Certified Caretracker Microsoft Server and Office 07, 10 Apple Certified iPad/iPhone/iPod Google Apps Shoretel Technician

Contact this candidate