Customer Service Support

PROFILE

Highly trained and experienced IT support professional looking for a position in a company which needs and values quality customer service and system maintenance. Maintains focus on achieving customer expectations while developing business solutions to meet a diversity of needs. Team based management style and solid interpersonal communication skills.

PROFESSIONAL EXPERIENCE

June 2016 – Present Volt Workforce Solutions/Snap-on Tools Rochester Hills, MI

Snap-on Incorporated is a leading global innovator, manufacturer and marketer of tools, diagnostics, equipment, software and service solutions for professional users.

PC Integration Support Technician

Provides support for applications based in both Citrix and SQL based software.

Phone support provided to truck technicians for diagnostic applications

Remote support via log me in, teamviewer and go to assist

Document all calls into fleet ticketing system

Support large truck service diagnostics and applications for companies such as Penske, USPS, UPS, and Waste Management.

Follow company policies and procedures.

December 2013 – June 2016 Swiss Post Solutions/Publicis Groupe Troy, MI

Shared Services company with 800+ employees who provide IT, Finance, Legal, Procurement, Real Estate, Insurance and other services to the brands of Publicis Groupe

Operations Analyst

Member of a 30-person team supporting 40,000 remote end users in a high paced, complex, and diverse international environment with a focus on first call resolution. Provide after hour support on a rotating basis for all Publicis Groupe clients.

Service Desk call center phone support. Act as a first line for troubleshooting software applications such as Microsoft Windows Operating Systems, Macintosh Operating Systems, iOS, Office Professional applications, Spyware and virus intrusion, Internet Explorer, Microsoft Outlook, VPN, Adobe Acrobat, and all other standard desktop software. In addition, provide support for in-house developed applications.

Configure VPN access using Secure VPN and Endpoint Connect for home and office wireless networks to work remotely.

Performed security administration for Novell, Active Directory, Lotus Notes, VPN, Smartphones, Tablets, laptops, desktops.

Maintained IT Service Desk systems by logging in, responding to, and closing assigned IT related incident and requests from end users utilizing the Service Now application.

Communicate with customers in professional manner in all situations while setting clear, concise, and accurate expectations for incident resolution.

Independently recognize and diffuse escalated customer situations by utilizing all resources available in a courteous and patient manner.

Consistently demonstrate ability to manage time, workload, and assignments to ensure timely resolution for customer’s issues.

Ensure a collaborative work environment is kept by updating documentation, suggesting improvements, helping others on the team, and continuing a flow of knowledge to everyone within in the Solution Center.

April 2012 – December 2013 Utica Community Schools Utica, MI

PESG (Professional Educational Services Group) and Logicalis - Auburn Hills, MI

PESG is one of the largest educational staffing companies in the world. We are partners in the education process, supporting as schools in there strive for excellence

Desktop Support Technician

Provide technical computer support to all Utica School District personnel users and providers to include the following:

Respond to requests for technical assistance via phone or electronically (tickets)

Educate end-users on how to resolve various hardware and software problems

Diagnose and resolve technical hardware and software issues

Track and route problems and requests and document resolutions

Assisted in hardware asset management during the summer of 2012 and 2013

Setup new user hardware/ software and maintain inventory

Clone computer using imaging software, maintain and test clone images

Helpdesk applications used: Web Help Desk, Ultra VNC, Remote Desktop Connection,

Landesk OS Deployment (ImageX-WinPe), Symantec Endpoint, LinX Admin

Operation Systems - Windows XP/7/8 and Apple OS X 10.3 thru 10.6,

PROFESSIONAL EXPERIENCE (continued)

March 2012 - May 2012 Oct 2015 – Dec 2015 Aug 2016 PNC Refresh Project - SmartSource

Project to refresh branch PCs, Cisco 2960 switches and/or a Ricoh multi-function printers. Wipe PCs clean by format disk process. A+ level support technicians to their branches across the country for a hardware refresh. Installation of pre-imaged equipment, new computer monitors, printers, and other peripherals.

May 2008 – July 2010 Evigna Brand Insight/BDA Inc. Madison Heights, MI

$100 million annual sales revenue Merchandise agency for more than 27 years.

Warehouse Assistant

Managed a full-service department of 30 staff members encompassing Shipping & Receiving, and Fulfillment. Monitored warehouse equipment and scheduled maintenance. Processed all international paperwork for daily international shipments. Scheduled LTL inbound and outbound shipments. Responsible for inventory control and shrinkage. Process all return orders. Evaluate staff performance and enforce company policy as necessary. Assist Operations, Client Services and Program Managers as needed.

Utilized UPS, UPS Trade Direct, Fed-X and DHL computerized tracking systems to help reduce shipping costs

Re-organized warehouse pick locations to optimize frequently ordered items

Improved inventory control capabilities by assisting in creating asset program

Software used: Windows XP, Microsoft Word, Excel, Evigna inventory programs

April 2007 – May 2008 Genesys Health Park Grand Blanc, MI

GHS, a member of Ascension Health, a leading health care provider in mid-Michigan

Desktop Support Technician

24 x 7 environment. Monitored and ensured that various computer systems, servers, network, and communication lines are operating correctly. Ensure proper documentation and procedures are available and followed. Perform in-depth problem investigation. Run computer jobs and perform necessary backup procedures. Process, print and distribute data accurately. Make prompt professional decisions as necessary. Assist users with prompt and courteous hardware, software and telephone support. Log calls, contact and follow up with appropriate service vendors. Assist other IS groups when necessary.

Server reboot and physical checks performed on hourly basis

Tape storage devices include IBM 3584 using IBM Trivoli Manager

System procedures include Cloverleaf, Mestamed, Softmed, Chartscript, Kronos, Cerner

Desktop support included internal communication for Severity 1 and Severity 2 issues

Utilized Windows XP, Vista and Windows 2003 Server Operating Systems

Hardware used: Lexmark printers, Zebra Thermal, several monitor types

Software used: 3rd party applications, Microsoft Word and Excel 2003

Covered most weekend shifts and twelve hour shifts

January 2007 – April 2007 Jackson Hewitt Waterford, MI

Privately owned tax preparation company

Tax Preparer

Provided individual federal and state income tax preparation, and facilitated related financial products. Used Windows XP and tax based programs for customers

August 1995 – October 2006 MSX International Auburn Hills & Lincoln Park, MI

MSX International (MSXI) is a global provider of outsourced business solutions, integrating automotive best practices, technology, and information.

Computer Operations Supervisor

Management authority includes laser and digital print along with HP 3000 and Network application processing. Responsible for day-to-day operations including staff supervision of 10. Determined print schedule and updated print applications when needed. Make sure daily and nightly batch processing ran to completion. Maintained disc space allocation for HP 3000, local networks and provided file retention.

Centralized mainframe processing to reduce $30,000 in costs

Authored and maintained all ISO Project Documentation for Computer Operations

Internal ISO Auditor from December 1995, through June 1999, member of the ISO Quality Control Steering Committee

On call support for midnights and weekend personnel

Utilized Windows OS's (95, 98, NT 4.0, 2000, XP), HP 3000 mini-frame OS- MPE & MPEX, HP Exstream sun, Accuzip, PC Anywhere, Real VNC, Norton, McAfee, MS Office 2003 (Word, Excel, Powerpoint), Docexpress Solimar print director

Printers used: Xerox - Docucolor 12, 2060, 4635, 6115, 6135, 6180, Doc 92c, IBM - 4000 Info Print, Infoprint Color 130)

Trained computer operators and operated all printers

Team lead for Print operations relocation from Auburn Hills to Lincoln Park in 2005

TECHNOLOGY

Macintosh OS/iOS

Windows 7 & 10

Hardware: Lenovo HP Apple Samsung

Office 2011 2013 O365

Active Directory Domino Novell

SharePoint 2010 2013

BOX Drop Box Accellion MFT

Lync/Skype Sametime Slack Yammer

Service Now

Bomgar

Altiris Zen Works

Cisco Agent Desktop (UCCX)

Cisco WFO & QM

ACHIEVEMENTS

CCNA - Cisco Certified Network Associate - Dec 2011

MCTS – Microsoft Windows 7, Configuring - June 2012

CompTIA A+ - 220-801 - November 2013

HDI Customer Service Rep – December 2015

EDUCATION

Oakland Community College, Farmington Hills, MI

Associates Degree: Computer Science

Baker College, Auburn Hills, MI

Certificate: Healthcare Information Networking - Cisco Broadband/Healthcare IT (1-2011 thru 9-2011)

Global Information Technology, Southfield, MI

Microsoft Certified IT Professional training (3-2012 thru 10-2012)

Macomb College M-TEC, Warren, MI

Certificate: HITPRO – Health Information Technology Professional

Technical/Software Support (7-2012 thru 12-2012)

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