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Customer Service Manager

New York, New York, United States
January 13, 2017

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Motivated and customer-service driven CompTIA A+ and Network + Certified Computer System Analyst with diverse experience in (EDD) Electronic Data Discovery and litigation printing. Elicit information to troubleshoot, isolate and repair all problems. Professional expertise includes system applications, disaster recovery planning, and information protection analysis. Experience in printer operation, components care and service techniques. Installed and upgraded Operating Systems while demonstrating strong troubleshooting methods and managing drives. Able to install, troubleshoot and support operating systems and applications, as well as manage and troubleshoot network connections and wireless networks. Oversaw multiple Projects which included Document Imaging and Photocopying (from paper originals), Printing, EDD (Electronic Data Discovery), Customized Technical Formatting, Project Management, Customer Service, Administration and Wide Format Reprographics. Responsibilities included project management, labor management, travel coordination, document imaging, revenue tracking, payroll reporting, employee scheduling, problem solving, customer satisfaction, deadline compliance, and product quality.


Office Management

Teambuilding & Supervision

Staff Development & Training

Policies & Procedures Manuals

Report & Document Preparation

Spreadsheet & Database Creation

Accounts Payable/Receivable

Bookkeeping & Payroll

Records Management

Meeting & Event Planning

Inventory Management

Expense Reduction

Applications- Certified in Microsoft Word, Excel, PowerPoint 7.0 and Visio 4, Self-trained on IPRO E-Capture E-Discovery software and received IPRO & Scan2File (an Ikon office solution application) certification. Driven-1,

Rib-stone, Copy Plus, Informatik, Law 4&5, Doc-Hunter, Daegis Edge, & NetSuite

Networking – Configure LAN /WLAN/WAN/PAN (all 802.11) network routers and printers through secure WEPx, WPAx, and SSID. Install workgroups and provide Remote Desktop assistance. Network printer mapping and maintenance.

Software – Windows 8, 7/Vista/XP, Server 2008; MS Office 2013/2010; VMWare; Norton Ghost; Various Antivirus Suites; Firewalls; Remote Desktop and Help Desk Management software.

Hardware – Desktops, laptops, printers, scanners. Format, partition EIDE, SATA, SCSI, and SSD and perform data recovery and imaging.

MACHINE: Xerox copier (1090, 5090, 1050, 4271) OCE 3165, Cannon 5100, Ricoh, and OVS Copying, Docutech 40

BINDING: GBC, Velo, Spiral, Wire-O, Permanent binding Tape & Paginate


Customer Service Technical Specialist Jan 2015 – Nov 2016

Novitex - Proskauer Rose LLP - 11 Timesquare New York, NY

Experience coordinating reprographics (copy, print and scanning)

Communicate both verbally and written with customers and company personnel to resolve customer concerns/issues

Experience with manipulating data load files

Knowledge and experience with the hardware printing and scanning platforms such as Canon, Konica Minolta, Bell &Howell scanners, Fiery.

Provide technical support for the development and implementation of a comprehensive records management program at customer site.

Provide database logging, scanning and electronic filing of all customer records, documents and files.

Perform quality assurance audits on all records, film, documents.

Field Tech Level 3 April 2014 – Jan 2015

Time Warner Cable - 59 Paige Ave Brooklyn, NY

Install, service, and disconnect residential Video, Data and Voice services.

Perform underground and aerial cable service installations and disconnects.

Configure coaxial drop system to meet Time Warner Cable installation standards.

Analyze, maintain and repair residential coaxial drop system, phone wiring data network equipment and service.

Install Time Warner Cable customer premise equipment while maintaining an accurate and complete inventory of all Company-issued equipment.

Educate customers about Time Warner Cable's products and services and present them with service upgrade opportunities.

Perform personal computer software configurations.

Identify defective customer equipment and ensure a timely return to the warehouse for processing.

Communicate routine demand plant maintenance and demand construction referrals.

Print Production Specialist (contract) Jan 2014 – April 2014

Quest Group LLC station at PwC - 300 Madison Ave New York, NY 10004

Tax Processing of printing out multiple PDF files, assembling the PDFs according to state tax guidelines that are provided, quality checking (such as tax ID numbers and Corporate names), and binding them according to the client's habitual state.

Assist on setting up client’s personal laptops or desktops by installing print driver to configure setting on industrial printers such as Xerox and Cannon using assigned IP addresses to computers & laptops.

Configuring security setting using MCaFee ePO (end point encryptions) and Laptop lock combination

Setting up VPN internet for both LAN & WAN

Report status of print projects to supervisor through tracking production sheets

Utilizing IBM same time contact for email

Quality control each Docket printed according to tax ID, corporate names and proper signature indicators for each forms while providing finishing process such as proper packaging.

Lead Quality Control Technician Jan.2013 – Jan. 2014

Daegis the eDiscovery Company – 17 Battery Park New York, NY 10004

Ensured quality of all deliverable leaving the shop from formatted data to loaded files using Netsuite

Performed quality control procedures in all converted images using source for random comparison

Checked all coding using Database Text software for exact field naming and formatting

Managed data acquisition and delivery to vendors and verified data integrity

Utilized Daegis proprietary software (Export tool), Netsuite, OpenAir and Citrix (cloud document transfer) MS Access, Excel, Word, Outlook, Lync, I-pro, Concordance, 3rd party tiff conversion software, True Crypt, Nero, Textpad, WinZip, FileZilla, and Ifran view.

Shift Manager / Customer Service/ Project Coordinator Jan 2012 – Jan. 2013

Document Technology Inc.- 64 west 48 street New York, NY 10036

Provide excellent client service to all end-users at the site

Increased Imaging output by emphasizing proper scan methods and individual accountability

Demonstrate proficiency in explaining all products, services, turnaround times, delivery schedules and guarantees to the client

Schedules personnel to ensure compliance with performance standards and makes sure contracted hours of operation are covered without incurring overtime

Maintain all records and reports pertaining to production and volumes at the site

deal directly with customers either by telephone, electronically or face to face

Production Floor Manager / Project Coordinator April. 2007 – June 2012

Driven-Inc. – 708 3rd Ave New York, NY

Managed a team of 3 sets of shift, 1st 2nd & 3rd shift Managers & their employees included 7 document specialist and all responsibilities in the production floor from printing and binding equipment to meter readers, and equipment maintenance management

Worked with the sales team to evaluate large scan projects, maximize resources and manage to meet all deadlines

Oversaw technical performance required to assure an efficient operation in new asset management and digital capabilities

Handled vendor negotiations, supply ordering, payroll, employee scheduling and labor management, team building, cross-training and development of employees.

Ensure all printing & binding equipment are properly maintained by Manage all responsibilities from Meter Readers, to Equipment Maintenance Management

Administer the technical activities required to put new asset management and digital capabilities smoothly and efficiently into operation.

Shift Manager / Graphics Supervisor 1998 – April 2007

Ikon Office Solutions Legal Document Services – 40 Broad street New York, NY 10004

Supervised 23 operators in all facets of the operations, including small and large graphic projects, data manipulation and software utility creation

Loaded data and imaged from CD and other media sources and converted and manipulated data for uploading into firm's database systems

Performed complex tasks associated with OCR, PDF conversion, CD-ROM, DVD creation and image printing.

Provided direction and support to project team while monitoring and reporting on progress of all projects

Assistant Branch Manager / Office Manager 1997- 1998

Kinko’s - 60 w 40th street New York, NY 10014

Management of business planning priority setting, creating staff schedules preparation of co-worker’s performance appraisals, compliance with company policies.

Assisting the branch manager in all areas of the branch. Additionally perform various administrative functions such as purchasing, setting up new customer’s accounts, preparing bank deposits.


Per Scholas –Bronx, NY 2014

CompTIA Certification – COMP001020728932

Devry College – Long Island City, NY 2000

A.A., Business Management

Holt Computer Training – New York, NY 1998

Certified in Microsoft Word, Excel, PowerPoint 7.0 and Visio 4

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