Technical Support Customer Service

Hewitt

acurqq@r.postjobfree.com

Resolution driven professional with 6 years experience, providing rapid and client focused technical support to 500

clients. Demonstrated capacity to identify root causes and direct users to lasting resolutions. Adept in articulating

Developed and implemented key training materials and procedures for new team members to the Technical

Notable Achievement: brought on to team as a Level One Tech, promoted up Level Two and then directly to Tech

Michael Mangerpan

47 Gladstone Road,

Cell: 973-***-**** -

Summary

complex technical concepts to users of varying understanding.

Highlights

Troubleshooting & issue resolution Call-Tracking Tools: Kayako Helpdesk

Phone & online support Networking: LAN & Remote Connectivity

Problem diagnosis & resolution TCP/IP

Preventative maintenance Basic Port Forwarding

Hardware configuration Linux Cron Scripting

User training & support

Internal training & support

Customer Service

Experience

Technical Support Manager

April 2009 to April 2016

EarthCam, Inc. – Upper Saddle River, NJ

Provided remote support to proprietary Linux based IP cameras

Monitored and maintained field systems

Assisted with local port forwarding set up on client's hardware

Assessed and resolved client issues

Developed custom scripts and procedures to be utilized by Technical Support team

Managed ticket escalation; responsible for delegating workflow to Level Three Techs and Developers

Responsible for training of Level One and Level Two Techs

Support team

Support Manager

Baker

June 1999 to February 2009

ShopRite of Oakland - Oakland, NJ

Oversaw bake off process for regional supermarket bakery

Delivered custom orders including, but not limited to, breads, cakes, pastry assortments and cookies

Oversaw a baking and decorating staff of 7-10 people

Maintained OSHA standards of safety and cleanliness in kitchen and sales floor

Notable Achievement: Increased weekly doughnut sales by 250%

Education

Associate of Science: Culinary Arts, 1987

Johnson & Wales University - Providence, RI

Computer Network & Security, 2009

Anthem Institute - Parsippany, NJ

NJ 07421

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