Computer Science Customer Service

TYRONE RUSHING

**** ********* ****, *********, ** 30294 H: 917-***-**** ******.*.*******@*****.***

Summary

To pursue a career with a company that promotes individual opportunity and professional growth while making a positive

contribution to the organization.

Highlights

Helpdesk support High customer service standards

Floor support Telecommunications knowledge

Skilled multi-tasker Sharp problem solver

Deadline-oriented

Management

Accomplishments

20-year tenure with Morgan Stanley.

Established a reputation as a positive "Go-To" individual for the company relating to all roles.

Played an instrumental role in increasing customer satisfaction.

Continue to save the company $250k a year in cost avoidance by implementing a device recycling process

Experience

Wireless Procurement Team Lead 10/2005 to 02/2016

Cobite / Morgan Stanley New York, NY

Remotely manage five (5) employees for the Wireless Procurement Team to provide, and participate in, Tier II

Wireless Helpdesk Services for 25,000+ employees across multiple time zones

Process and confirm completion of 60+ ServiceNow Wireless Helpdesk tickets per day

Receive and conclude 70+ troubleshooting calls and emails

Support end-users with activating and troubleshooting mobile/hotspot IOS & Blackberry devices

Configuration of corporate emails to iPhone & Blackberry devices via MDM tools (Mobile Iron, BES) Establish

set-up for corporate D.E.P. Device Enrollment Plan) iPhones.

Remotely access users' devices for the download and launch of corporate applications such as MSphone,

Morgan Stanley SoftID, Bloomberg and Corporate Directory

Provision users service via carrier's web tools - VEC (Verizon Enterprise Center) and AT&T Premier

Liaison between Morgan Stanley users Upper management and wireless carriers (T-Mobile, AT&T and Verizon)

Run weekly metric reports to review and ensure SLAs for tickets, phone calls and Ariba orders are accurate

Assist users with ordering wireless equipment via Ariba (iPhones, Blackberries, Aircards, Accessories)

Lead training for users/employees to outline how to use eXperts, Cobite's wireless database and billing system

Approval/Denial of Ariba wireless purchase request

Ariba catalog administrator providing real-time updates relating to new Device SKU's, plans, and pricing.

Wireless Administrator 09/2004 to 10/2005

Tyrone Rushing Mentor 4 / Morgan Stanley Brooklyn, NY

Authorized and processed Falcon Client database tickets related to ISG and IIG SecurID distributions for remote

access, Hybrid and/or Data-Only devices and/or accessories.

Coordinated and ran monthly optimization, as well as carrier specific, reports to analyze and forecast future

spend for Blackberry device users.

Resolved Falcon Client database tickets related to Blackberry device troubleshooting and user issues.

Mailroom Coordinator 09/1996 to 09/2004

Cambridge / Morgan Stanley Brooklyn, NY

Oversaw the sorting and distributions of mailroom materials to related department

Liaison between Domestic / International shipping companies and the Morgan Stanley

Handled all equipment operations and maintenance

Managed payroll and attendance systems

Successfully managed the activities of 10 team members in multiple locations.

Resolved customer questions, issues and complaints

Education

Associates of Science: Computer Science Computer Science, Business and Mathematics

Monroe college New York, bronx

Computer Science Computer Science, Business and Mathematics

Skills

Acrobat, Adobe, Premier, billing system, Bloomberg, catalog, Computer Knowledge, Client, customer

service, Databases, database, Internet Explorer, materials, access, Office, Outlook, Enterprise, optimization, payroll,

pricing, problem solver, Procurement, real-time, shipping, sorting, Telecommunications, phone, troubleshooting, Visio

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