Customer Service Manager

Accomplishments

Summary

Highlights

Experience

June 2013

to

Current

April 2011

to

March 2013

April 2009

to

Dante Grace

H: 314-***-****

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

Technical support professional with extensive IT background. Enjoys troubleshooting to find

solutions to technical issues.

Windows XP, Windows 7, Windows 10)

Troubleshooting proficiency

Exceptional telephone etiquette

Patient and diligent

Vast technical knowledge

Arbua VPN expert

DHCP/DNS Ethernet and Firewall

proficient

Proficient in Printers, A/V system

Microsoft Office expert

Received award for customer service recognition and ability to work well with the other

team members. Promoted to Customer Service Assistant Manager.

Elwyn Media, PA

Technical Representative IV

Provided base level IT support to company personnel. Resolved customer complaints and

concerns with strong verbal and negotiation skills. Displayed courtesy and strong

interpersonal skills with all customer interactions. Trained new employees and explained

protocols clearly and efficiently. Researched issues on various computer systems and

databases to resolve complaints and answer inquiries. Supported customers having data

connectivity issues. Provided thorough support and problem resolution for

customers. Managed IT setup and service requests for printers, VPN system, and

Java. Assisted customers with technical issues via email, live chat and telephone. Reviewed

support cases for technical and troubleshooting accuracy. Created end-user self-service tools

and documentation.

Sprint Wilmington, DE

Technical Consultant/ Keyholder

Resolved customer complaints and concerns with strong verbal and negotiation

skills. Displayed courtesy and strong interpersonal skills with all customer

interactions. Support customers with online billing and account issues. Informed customers

about issue resolution progress. Supported customers having data connectivity

issues. Provided thorough support and problem resolution for customers.Researched, resolved

and followed up on customer issues. Identified opportunities to upsell product and

services. ?Set up a class for android, blackberry, and apple to help customers to understand

their phones. Fixed issues that arise when Wi-Fi or network issues is not working on laptop.

SA IT Services St. Louis, MO

Model Banking Refresh Technician

June 2009

July 2007

to

December 2008

Education

May 2000

References

Skills

Setup Bank of America computers for different banking centers. Exchanged out the servers

for the banking center. Replaced and updated the printers. Helped with any questions the

employees had. Provided base level IT support to company personnel.

Flextronics/ Verizon Wilmington, DE

Assistant Manager of Technical Services

Managed five to eight people on a daily basis Fixed air cards, laptops and network issues

Replaced phones Assisted customers with questions they had about their phone Looked over

accounts to see how to better assist the customer on billing issue. Support customers with

online billing and account issues. Informed customers about issue resolution progress.

Hodgson Vo- Tech School Newark, DE

High School Diploma: Technical Drafting

References available upon request.

OS: Apple, Android, Windows

Networking, Aruba VPN, Uniflow, Servers, SCCM, Java

Skype Business, A/V equipment

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