Customer Service Management
Resume:
Shane Doiel-Regidor
**********@***.***
Objectives
To secure the position available, with the opportunity to learn additional skills, that offers upward mobility.
Software & Applications
-Windows OS (7, 8, 8.1,10), Windows Server (2008, 2008RT, 2012), Mac OSX (v10.9, v10.10, v10.11), ConnectWise Ticketing System, Ticket !T, ZenDesk, Desk.com Jira Ticketing System, VMWare Vsphere, ESXi (5.1, 5.5), Digium PBX, Avaya PBX, Elastix PBX Systems, Office 365 Administration, Atlassian Tools, Sophos Software, Citrix XenApp, LabTech Software, Windows Migration Tool, Acronis Software, Symantec Ghost, Remote Desktop Software( TeamViewer, LogMeIn, TightVNC), WebRoot Enterprise software. Amazon Web Servers( Installation, Setup & Management)
Skillset
-Organized & Team Player, Sophos Equipment ( Routers, AP, Server Rack Routers ), Ticket Resolution, Vendor Relations, Excellent Communication, Detailed Documentation, Prioritization of tasks, Delegation of tasks, Customer Service & End User Support, Data backup & Migrations, Data recovery & Security, Exchange Management Console, Active Directory & Group Policy, Small Office & Home Office Networking ( Installation & Setup with Sophos Products ), Project Management & Team Management ( Setup proposal & project roadmap, timeline, tasks ), Cabling ( Keystones, Drops & Patch Panel ), Citrix Application management and installations, Desktop, Laptop & Server Support, Break Fixes. Server installations & setup, Virtualization of servers and workstations.
Experience
February 2016 to Current 2016 IT Technician/Consultant
Independent Contractor Denver, Colorado
Setup business license’s and tax information. Handled all social media marketing & digital marketing strategies. Setup sales meetings and handled all sales presentations. Face to face interactions with clients. Handled break fix issues, day to day operations and ensured target machines were properly fixed and back up and running within time frame agreed upon. Setup and maintained security on client workstations. Worked with users remotely to resolve issues. Documented everything properly and maintained and created internal documentation for future techs. Worked closely with vendors. Setup project roadmaps & Project management.
August 2015 to February 2016 Ops Team / IT Engineer I
CommercialTribe Denver, Colorado
Handled issue requests from external and internal customers. Troubleshooting with API & Assisted in QA to ensure product quality. Worked with product team for data analysis. Worked with Frontend Developers. Created internal Testing environment so QA & Frontend team can test product before patching. Made sure day to day operations would run without any down time. Monitored networks & internet usage. Supported the executive team. Setup test environment for data storage, mailing system and more. Ran Project Management of internal migration of users from hosted exchange server to Google Apps as the company requested. Setup new workstations for users. Setup and managed phone system for new users. Created reports for CTO weekly for team statistics, ticketing statistics, campaign outreach & more. Setup cabling for new users.
April 2015 to August 2015 Installer
Independent Contractor Denver, Colorado
Face to face customer service, handled installation paperwork when on site ensuring all tasks were performed and completed with highest quality. Verified with customer work was completed. Took inventory of all necessary materials needed for job. Measured and cut flooring and installed with proper tools to ensure no damage occurred to any materials on job site. Ensured cleanup was done properly before leaving job site. Drove all excess materials to shop for drop off. Signed off on necessary forms at warehouse.
Oct 2014 to April 2015 IT Engineer I
Centurylink Denver, Colorado
Handle issue requests from clients in legal, human resources, and public policy departments. Data backup and recovery, OS Migrations. Handled desktop & laptop support, configure and troubleshoot applications. Updated and created documentation for new and recurring issues. To ensure all proper procedures were updated. Configure and setup peripheral devices. Handled all security clearance for user’s with active badges. Active directory & Exchange management adding new users, modifying old users and setting users in appropriate groups. Checked AP’s daily and network connectivity. Remote support for all users, monitoring workstations. Research issues using available resources.
June 2014 to Oct 2014 Self Employed: IT Services & Web services
Self Employed Denver, Colorado
Setup and installed security system and small office network re-installed all cabling. Desktop and laptop support upgraded hardware and software on machines. Fixed broken laptops replacing hard drives, screens ect. Handled client data backups. Created and managed basic website for clients to show products and services. Managed phone & PBX systems. Managed users in Office 365 Environment. Exchange management and ADUC. Installed routers & AP’s. Setup cabling infrastructure for new small offices.
Aug 2013 to June 2014 Network Operations Center Technician
D2R Solutions, Inc. Denver, Colorado
Monitored client networks, operated company helpdesk, scheduled senior technicians and helpdesk employee’s. Was a part of creating helpdesk policies and procedures to ensure utilization of helpdesk employees. Created documentation for company with step by step processes for new employees and clients. Created and managed company website and did all search engine optimization for company. Managed social networking website over looked social media marketing. Trained employee’s on helpdesk to ensure 100% utilization of time and management skills. Laptop and Desktop upgrades and repair. Data backup and migration, virus removal. Coordinated with vendors. Setup virtual servers for testing, backups, IM Client (internal).
Feb 2013 to Aug 2013 Installer
Independent Contractor Denver, Colorado
Face to face customer service, handled installation paperwork when on site ensuring all tasks were performed and completed with highest quality. Verified with customer work was completed. Took inventory of all necessary materials needed for job. Measured and cut flooring and installed with proper tools to ensure no damage occurred to any materials on job site. Ensured cleanup was done properly before leaving job site. Drove all excess materials to shop for drop off. Signed off on necessary forms at warehouse.
Education
1-20-2012 Red Rocks Community College – Studying Business & Computer Science
4-30-2007 Red Rocks Community College – G.E.D
References
Nathan Smalley – 201-***-**** (Co-Founder & CTO of CommercialTribe)
Chris Bursian – 720-***-**** (IT Team Lead CenturyLink)
Mike Zopes – 720-***-**** (IT Engineer II CenturyLink)
Ryan Cochran – 720-***-**** (Sup. Manager of OfficeMax)
Dana Randall – 303-***-**** (Store Owner VentMasters)
Nathan Henry – 720-***-**** (Sup. Independent Contractor)
John Coppola – 720-***-**** (Business Manager/ Co-Owner)
Ashley Cox – 720-***-**** (Friend)
Chris Hassis – 303-***-**** (Friend)
Salary Requirements: $40,000 Annually or $23.00 Hourly
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