Customer Service Technical Support

CHRISTOPHER W. MACVICAR

*** ********* **** ****: (908) 874 – 4670

Hillsborough, NJ 08844 Cell: 908-***-****

***********@*****.***

OBJECTIVE

To obtain a position that will leverage my management and customer service skills to be a valuable asset to your organization. WORK EXPERIENCE

Intralinks 7/04 – 11/15 New York, NY

Senior Technical Support Analyst (Level 2.5)

Provided customer service for the Intralinks website and applications through direct client contact (email, phone, and chat), escalations from the Tier 1 support staff, and escalation from other TSAs maintaining a consistent 92% customer satisfaction survey result on 1200 to 1500 inbound incidents daily.

Interfaced with Intralinks Product Management, SWAT, Development, and Tier 3 support as a pivot point for escalations, assisting with researching and resolving issues using Intralinks Applications.

Monitored workflow and triage of inbound email, chats, and client telephone calls into the call center.

Trained new and existing Global Support agents on the use of Intralinks applications and Client Services processes.

Client Services Analyst (CSA)

Responsible for assisting in the implementation of the CSA Pilot Program at Intralinks providing process and certification feedback.

Managed daily workflow and Task Scheduling.

Monitored inbound end user feedback to pro-actively address user’s concerns with Client Services or the Intralinks production applications.

Monitored existing and developed new Policies to clearly identify and resolve gaps to reinforce and improve Intralinks service delivery plan.

Provided customer service for the Intralinks application via telephone, email, and chat based support with better than average industry standard statistics.

Responsible for assisting client managers in a limited Project Manager capacity via telephone roll-over procedure.

Customer Care Associate (Client Service Representative)

Provided customer service for the Intralinks application via telephone and web based support.

Off shift work - modified 3rd and Swing shift positions maintaining an excellent service record.

Ramesys Hospitality, Inc. 1/98 – 1/03 So. Plainfield, NJ Manager, Tech Services

Responsible for hiring, training, curriculum, and performance reviews

Supervised the building/refurb of PCs and peripherals

Tested new technology to determine compatibility and cost efficiency

Maintained an extensive database regarding licensing, hardware registration, RMAs, and shipping/receiving log

Assistant Manager, Tech Support

Managed a telephone support department of 25 people supporting 2500 customers with industry standard call statistics

Responsible for employee scheduling, performance reviews, and training in the use of call center software.

Developed policies, procedures, and FAQs for Support Department Quality Assurance Specialist

Implemented company-wide Y2K compliance for entire customer base

Tested and updated client’s software/maintained extensive software database CORE COMPETENCIES

Windows / Citrix / Unix / Linux MS Office Suite Facebook / Twitter/Skype/Reddit MAC desktop / IOS / Android IE/Chrome/FF/Safari JIRA/ Confluence API / XML Support Lotus Notes Adobe Acrobat / Photoshop Fiddler / Charles HTML/CSS Remote Desktop/WebEx/Team Viewer

EDUCATION

1997 Susquehanna University Selinsgrove, PA

B.A., Music Business (Arts Administration)

ORGANIZATIONS

• Hamilton Square Brothers In Harmony – International competitive barbershop chorus

• Phi Mu Alpha Sinfonia – Professional men’s music fraternity

• Lafyette Lodge #27 – F&AM

References available upon request

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