Technical Support Customer Service
Resume:
Jeremy Kunkel
**********@*****.***
Objective: To obtain gainful and meaningful employment with a company those shares my “customer experience comes first” ideal and encourages growth and development in its employee’s, while working together to achieve both company and personal goals.
Employment History
Shoppers Drug Mart IT Service Desk
February 24, 2009 – December 21, 2014, Contractor/Full Time ITSD Agent
December 22, 2014 – September 26, 2015, Full Time ITSD Analyst
ITSD Analyst Role:
Provided exceptional IT Agent role support for inbound calls, emails and tasks in addition to the following new responsibilities.
Acted as Specialist for eClienteling application and Corporate iPad’s to identify top call drivers, update existing Knowledge Base documentation and develop support templates.
Developed and designed training documentation and presentation for eClienteling and iPad, delivered training to IT Service Desk.
Completed trend analysis and problem determination, leading to financial and resource investment plan to resolve root issue and restore service levels.
ITSD Agent Role:
Provided primary point of contact to over 3500 employees in 1200 retail stores, corporate and regional locations.
Supported access points, ensured continuing connectivity to wireless/handheld devices.
Analyzed POS Controller configuration and repaired or escalated issue as necessary.
Diagnosed laptops, desktops on Windows XP and printers at the corporate and regional locations.
Reset passwords for retail management and corporate users when needed.
Analyzed and troubleshot Interactive Voice Response (IVR) issues on Unix/Linux servers.
Troubleshot printers, PDT handhelds, routers, UPS backups and retail management computers via remote.
Troubleshot registers, PIN pads, register printers and scanners.
Troubleshot purchasing & receiving on the Merchandising Management System (MMS).
Adjusted supply errors for inventory count & pricing integrity in MMS.
Provided assistance with escalations from Incident Escalation team and Team Leader’s for various issues for POS and hardware systems.
Worked with Knowledge Management, Team leader’s and second level groups to help identify and improve knowledge base documentation and procedures to increase level of quality for IT Service Desk.
Assisted with top 20 store investigations to identify ways to help store reduce number of calls to service desk.
Transitioned to Pharmacy POD to develop better understanding of Pharmacy systems and processes.
Was involved in providing feedback on processes and procedures through the IT Focus Group.
VMC Toronto, Apple Care USA
September 2, 2008 – February 2, 2009
Tier 1 Technical Support:
In my role as Inbound Technical Support Representative, I was responsible for dealing directly with Apple’s US customers via inbound communication.
The service I provided included helping clients resolve issues and answering questions about their Apple iPod products both for technical support and “how to use” training.
Daily duties included being punctual on my shift and breaks, logging all calls correctly, and providing the best customer service experience to each caller to maintain Apple’s high level of commitment to providing a great experience to its customers.
Other duties included reviewing online training support to stay current with all product’s and policy changes, as well as providing and reviewing any peer, manager, or quality assurance feedback to improve my performance both for the customers and Apples expectations.
Moneris Solutions
November 12, 2001 – December 14, 2007
Complex Care Associate:
Handled technical & balancing inquiries pertaining to configuration, training of equipment, education to Complex merchants (Home hardware, A&P, ESSO ECT) on processing transactions, placed calls for replacement equipment, verified transactions, reviewed account information, updated profiles, etc.
Strong understanding of key systems, such as Connex, Help Outlet, Merchant Direct, POS, RMS, Outlook, Basic Excel and Power Point, and an ability to manage multiple systems at one time.
Involvement with various company committees and focus groups to help address new tools and procedures to improve work environment.
Responsible for 3 month Fax verify project to update fax numbers on file for IB merchants
Man Power, CIBC Merchant Help Desk
May 2001 – October 2001
Level 1 Financial and Technical Support Agent:
Responsible for meeting the needs and concerns of customers, as well as resolving issues which they had with equipment in a courteous fashion.
Provided flexible shift coverage by working over-night shift
Remained current and up-to-date with information on all technologies, services and equipment.
One of ten contract people offered contract extension to provide additional phone coverage once company switched to Global Payments Solutions
Volunteer History
June 1998-August 1998
Bolton Family Camp
Recreation Facilitator
Primary duties included creation of recreation plan for adults during their stay. This included open forum meetings to present and collect ideas for activities, also orientation of camp facilities.
Processing of ideas and creation of schedule for activities over camp session, participation with entire camp staff in planning of camp wide activity day.
Responsible for all preparation of materials needed for activities, i.e. supplies, van ride to town, and booking of rooms for activities with camp director.
Duties also included maintaining written reports detailing recreation plan, execution of plan and the outcome, all to be used for evaluation of activities, my performance and future activities, completion of final program evaluation and outline for future Recreation Facilitator to follow as guideline for next season.
September 1997-May 1998
Serve Canada
Team Member
Responsible for 1 on 1 Tutoring in math, spelling and supervision of grade 3 students, three times a week in class.
Involved in planning and facilitating educational sessions for small groups in a team environment weekly and by weekly.
Developed and presented, “Living on a Budget” Workshop to fellow volunteers. Workshop included preparation of educating tools such as handouts, spread sheets and lists of contact for non-profit organizations that provide house hold items to those in need. (I.E. furniture, dishes, and clothing) This material was then used in workshops run at Salvation Army by Serve team members.
Education History
George Brown College Course: Community Worker September 1998-June 1999
Completion of G.E.D Grade 12 Equivalent June 1998
Hobbies and Interests
I enjoy books, computers and fun outdoor activities such as softball. Interests include politics, community issues such as poverty and environment concerns.
*References available upon request*
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