Customer Service Project Manager
Resume:
WILLIAM W. WAGNER
Fairless Hills, PA 19030
e-mail- *******@*******.***
PROFESSIONAL SUMMARY
Innovative professional with Managerial and Technical Call Center experience. Proven demonstrated initiative, creativity and success. I have over 18 years in the IT and Customer Service fields. I am looking to expand my horizons. Have technical writing and previous management experience.
CERTIFICATIONS: Windows 7 Desktop, A+, Novell CNA
PROFESSIONAL EXPERIENCE
Law School Admission Council Newtown, Pa July 2013-May 2015
Systems Analyst
Support of over 250 users. Desktop support, Network connectivity, peripheral support. Installation of all software programs, configuration and set up of systems and user accounts for new employees. Support and resolution of all user issues on the desktop level. Research and reporting of extended user issues from initial call to final resolution. Reporting of issues and resolutions on the LSAC knowledge base. Support of MS office, Outlook, all specialized applications including programs created for exclusive use of LSAC programmers and other personnel.
Call Center activities;
Assist prospective law school candidates with issues regarding navigation of the LSAC Candidate website;
Sign up and registration, law school applications, reporting of institutions attended, adding recommenders and evaluators and requests for letters of recommendation and evaluations, sign up for the LSAT exam, all other facets of candidate support and reporting.
Assist recommenders and evaluators in submitting letters of recommendation and evaluations for law school candidates on the LSAC Recommender website. All other facets of assistance in a help desk setting.
Strong focus on attention to detail and superior customer service skills. Strong interpersonal skills. Dealing with difficult callers and resolution of their issues to their satisfaction. I pride myself on my ability to assist anyone no matter difficult the person may be and turning the call around to have them be calmer and satisfied with the resolution of their issues.
Sabre Systems 09/07- 05/2012
Sabre Employee Manager
Direct and coordinate operations for seven employees. Scheduling, mentoring, employee yearly reviews, certification compliance, organizational integration, reporting, recordkeeping, metrics, and all other managerial duties. Excellent leadership, management, oral/written communication, interpersonal, intuitive, and analysis skills. Thrive in both independent and collaborative work environments. At ease in high stress, fast-paced environments with emerging and multiple responsibilities.
Technical Support Desk Specialist
Provide Help Desk support for the Naval Supply Center, Philadelphia, PA.
I pride myself in the abilities and experience I have, especially in the customer service and communication fields.
Identifying multiple end user issues to access their needs, accuracy and relevance of information. Ability to resolve many user issues to alleviate escalation of tickets. Strong Customer Service skills. Thorough and conscientious attention to detail. Interface with members of Senior Staff and Managers. Immediate escalation of Senior Staff issues to ensure timely resolution. Attention to detail, as well as excellent oral, written and communication skills. Creation of Magic Service Desk tickets, route to the appropriate departments.
Twice received Top Branch employee award and spirit of J-6 Helpdesk award.
Ajilon Consulting 5/05- 6/06
Technical Support Specialist
Desktop, Network and Printer support for the City of Philadelphia
Installation of operating systems, network connectivity, MS Office Suite, Lotus Notes, and customized software Support of desktops for all network users (approximately 1000)
Installation, and support and repair for all printers in network Environment: HP Desktops, Compaq Desktops, Windows XP systems, all standardized programs for City configuration, HP, Okidata, Digital and IBM printers
Mednet Healthcare Technologies 1/00 – 10/04
Project Manager/Technical Support Specialist
Managed multiple departments, and supported over 150 users on a Windows 2000 network. Responsibilities include: Coordination of pre-sales support of Cardiac Testing Programs including; Conference calling with salespeople and clients to discuss configuration, network consultation, installation logistics, phone line connectivity, training coordination, network connectivity, backups (Network and using Iomega backup), meetings with upper management to discuss project facilitation, upgrades, new sales and support activities.
Use of MS Project to set project timelines. Arrangement of travel logistics, setup of shipping arrangements, coordination of project logistics with clients and IT personnel.
Travel throughout the nation for installation and training of clients.
Dell Desktop and laptop configuration HP Printer installation and support.
Active Directory administration of users and computers. Network connectivity using TCP/IP, and DHCP. Installation and support of MS Office 2000 Suite, MS Project, McAfee Virus Scan, and proprietary cardiac testing programs (Cardiostation).
Installation and administration of MS Outlook. Imaging systems using Norton Ghost for desktop migration and
backup.
Internet user configuration and administration.
Administration of Verizon Phone system.
Remote support via PC Anywhere. Imaging systems using Norton Ghost for desktop migration
Technical writing for minimum requirements, extended warranties, program installation, upgrade migration and training materials
Helpdesk level 1, 2, and 3 support for programs backups printing, etc.
Coordination and remote support of program migration, customizations and upgrades, and remote installation of SQL patches.
Setup of VPN clients, and management of internet-based Phillips Zymed Holter testing programs.
Installation and configuration of Checkpoint Firewall-1, including discussion of requirements and HIPPA regulations with clients and IT Personnel.
Administration of testing and reporting systems with our technicians.
dNet Systems 10/95 – 12/99
Systems Engineer
CHMC 3/93 - 10/95
Project Manager/Computer Technician
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