Technical Support Customer Service
Resume:
Richard C. Mancinelli
Gloucester City NJ. 08030
****.**********@*******.***
Objective
To secure a challenging and responsible position that will allow me to utilize my skills to serve your organization with experience and a high level of professionalism.
Strengths
Excellent oral and written communication skills.
Proven ability to reach goals.
Leadership
Process Improvement
Strong organizational and analytical skills.
Excellent customer service skills.
Detail oriented
Knowledge of Microsoft operating systems and Office suite.
Installation of hardware including cabling of routers, switches, and servers.
In depth experience related to large and small scale hardware refresh and upgrades.
Experience
Contracting Assignments, November 2012 – Present
Community Health Systems – Tier II Infrastructure Engineer
Traveled 100% to CHS hospitals throughout the country preparing Tier II hospital systems and hardware for Cerner
Implementation. Performed skilled and thoughtful assessment of hardware and software compatibility using broad
knowledge of hospital systems workflow combined with staff collaboration. Deployment of Single Sign on software.
Assemble mobile powered and non-powered clinical workstations. Built and configured electronic tracking boards.
Deployed CHS Images via SCCM. Assisted in all phases of hardware and software implementation up to and including
Cerner “Go Live” conversions.
Subaru of America - Desktop Support / Image Tech.
Provide Desktop Support for a client base of approximately 600 users. This included both hardware and software support of MS Win7 Operating System and Office Suite 2003. Hardware support related to IBM Desktops and Laptops. Application support of Subaru proprietary applications along with several non proprietary applications, such as Adobe, WinZip etc. Browser support of IE8, Chrome and Firefox. Imaged several laptops and desktops using Altiris deployment console, this also included transferring user data, application installation and configuration, and deployment.
Connect America – Network Administration / Desktop Support.
Create and administer Active Directory and MS Office 365 user accounts. Supported and maintained user database for Five9 Cloud Contact Center Software. Supported Salesforce CRM cloud software. Resolved day to day general PC / Laptop hardware and software issues, including Office 365. Supported and configured printers and scan to network ability for a user base of approximately 150 users.
Community Health Systems – Infrastructure Engineer.
Supported several hospitals from an Infrastructure standpoint. This included installing, configuring and supporting all phases of Cerner EHR Software implementation. Identified and discussed with hospital staff possible issues and concerns prior to “Go Live” implementation dates.
Supported Windows 7 Rollout via SCCM, Including post implementation support for the corporate environment. This included both remote and hands on support via RDP and Ultra VNC.
QVC West Chester – Altiris Deployment Technician.
Windows 7 and Hardware Refresh. Reimaged and replaced existing Desktop and Laptop computers. Deployed images and applications via Altiris Deployment Console. Documented and inventoried all assets. Provided Technical Support to approximately 3000 users during post deployment. Created and documented Helpdesk Tickets in HP Service Manager ticketing system.
Abington Memorial Hospital – Desktop Support Technician.
Windows 7 Rollout of approximately 4000 PC’s. Imaging, moving files, configuration of applications.
Catholic Health System – Windows 7 Refresh Technician. Refreshed approximately 200+ PC’s, Including migrating requested files and software to new PC’s. – Traveled to multiple locations throughout PA to install software related to Citrix connectivity. Trained client community on how to utilize the new software.
Previous Full Time Assignments
Interline Brands Inc. Support Center Supervisor, July 2011 – November 2012
Support Center Supervisor
Supervised a team of seven analysts and a Team Lead.
Supported a client community of four thousand plus users.
Provided daily reports and documentation on ongoing projects and Helpdesk Statistics.
Worked fluently with other teams within IT to reach project goals and complete tasks.
Supported client community in all aspects from cellular devices to PC and Laptop support.
Maintained consistent SLA’s as related to the client community.
Title Resource Group, November 2002 - May 2010
Senior Technology Specialist / Team Lead
Provided effective and consistent technical support.
Researched technical solutions.
Managed client side related projects.
Responsible for publishing and maintaining technical support documentation and inventory.
Coordinated and supervised all aspects of new office openings.
Managed staff of six technical support representatives.
Cendant Mortgage, June 2000 – November 2002
Technical Support Representative
Performed tasks related to resolving customer technical inquiries or issues received via telephone, in person, or email correspondence.
Interacted with customers; provided desk side technical support.
Imaged and configured both Laptop and Desktop Computers.
MAC; (move, add, change) supervisor.
Education
Burlington County College, 1983-1986
Chubb Institute, 1998
References
• Available upon request.
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