Customer Service Manager

R L J

** ***** ***** ****, ***** Grove, NJ ***** • Home: 973-***-**** • Cell: 908-***-**** • ***.******@*******.***

Professional Summary

High-performing leader and IT Services manager with more than fifteen years' experience in computer operations

and technical support and a passion for customer service.

Completed over two thousand computer integrations locally and remotely throughout the fifteen years exceeding

expectations and delivering on time results for the workplace environment. Maintained high level for open incidents

that meet or exceeds SLA requirements. Fifteen years providing tech support to thousands of local global users,

earning a reputation for productivity, complex problem resolution and professionalism. Seven years managing a

technically diverse staff local and remote through the delivery of a high level, consistent and responsive help desk

services. Excellent communication and diagnostic skills, reputation for productivity, decisiveness, innovation,

complex problem resolution and professionalism. Proactive self-starter known to initiate process and system

improvements to increase system stability and staff productivity. Managed team to maintain local infrastructure.

Three years as Regional Change Coordinator, role responsible for entering and maintaining focus on changes within

the environment following ITIL standards.

Skills

Incident management Software & Hardware Installation

Managing SLA Computer Migrations

Attention to detail Asset Management

Team leadership System Integration Planning

Change management Advocate of change

Results-oriented Troubleshooting, Problem Solving Hardware

Diagnose, and Repair

Work History

EngageIT Manager, 06/2016 to 12/2016

TEKSYSTEMS (Client C3i Inc.) – Jersey City, NJ

Responsible for direct oversight of on-site contract workers.

On boarding of the EngageIT Program client project.

Responsibilities include managing personnel, client communications, reporting, customer service, and

maintaining quality standards and SLAs.

Responsible for Desk side Support services, Walk-Up Support, Procurement support and asset management,

and Identity management.

Managerial responsibilities included Team management, manage and achieve client business requirements per

agreement.

Ensured all ServiceNow tickets are responded to accurately and in timely fashion.

Foster and developed the partnering relationship with team members and clients.

Generated workload and statistical reporting for open tickets, and SLA management.

Manage all escalations throughout the IT environment. Managed staff scheduling, training and performance

IT Site Services Manager/IT Manager, 01/2005 to 07/2015

DSM Services USA Inc. – Parsippany, NJ

Maintained or exceeded SLA based on agreed terms between IT and DSM.

Led bi-weekly Service planning meetings to develop team strategies and define project goals.

Managed project to update users' workstations to windows 7 across several local and remote sites in the US and

Canada.

Managed upgrade of sales force team to Windows 7 on their laptops with minimal downtime.

Set up new employees workstations laptop, desktop, phones and peripherals.

Managed hardware break fixes for laptops, desktops.

Coordinated users requests for validity before sending to the service desk for processing.

Ordered new hardware and software for end users.

Maintained Software licenses for local and remote businesses.

Used Eracent tool for tracking software and assets within the company.

Managed local sites infrastructure for North American Headquarters.

Trained users on new IT services, Lync 2010, Windows 7, Office 2010, Office 365, and McAfee Endpoint

Encryption.

Supported users in video conferencing setup and support for online live meetings and Lync meetings.

Supported users in migration of Outlook PST files into Outlook 365 online archive.

Scheduled asset recovery for older IT equipment including, desktop, laptops, servers, network switches.

Troubleshooting 3rd level support for the service desk. Managed local and remote Onsite support

engineers. Managed delivery of IT services at local and remote sites for sites in US and Canada.

Escalation point for service outages.

Focal point for IT related questions, issues, complaints.

Regional Change Coordinator, responsible for entering and maintaining focus on changes within the

environment following ITIL standards.

Used Active Directory to verified users accounts and or permissions for troubleshooting user incidents.

Support Hardware upgrades, installation and implementation of new Windows servers within the

infrastructure.

Inform customer of new developments, services, and scheduled service outages.

Collaboration with Global teams in Europe and China for IT support.

Identify improvements within the IT environment.

Experience with working with global teams for open issues and incidents. Maintained customer assets using

online CMDB via Remedy.

Systems Analyst, 01/2001 to 12/2004

DSM Nutritional Products Inc. (Formally Roche Vitamins Inc.) – Parsippany, NJ

Train personnel in technology use, utilizing knowledge of computers and peripherals.

Resolve issues related to Windows, network connectivity, as well as problems associated with software and

hardware errors.

Install software applications, hardware peripherals and devices, update software and hardware drivers as

needed, and upgrade computers.

Install and maintain local printers, network printers, and configure print servers/queues.

Perform daily back-ups of local servers and data recovery when requested. Project Manager for systems

integration into DSM environment during acquisition of Roche Vitamins Inc.

Created Ghost system image for use on Roche Vitamins Sales force team laptop using Sysprep with

documentation for improved system deployment efficiency.

Upgraded Remote Sales Force team OS to Microsoft Windows 2000.

Supported new VPN solution by creating install instructions and software installation for Remote Sales Force

team.

Monitored VPN environment for any user/system issues.

Created simple backup solution for Sales Force team to backup to external storage solution.

2nd and 3rd level support for Help desk related issues.

Performed hardware and software upgrades for desktops and laptops.

Sales Force remote support for IT issues.

Supported remote blend sites with third party application (Score) by setting up server at remote sites to

interface with SAP for automating production.

Train personnel in technology use, utilizing personal knowledge of computers and peripherals.

Support EnLabel labeling software on systems and Zebra printers for local and remote productions sites.

Education

High School Diploma: 1989

Bloomfield High School - Bloomfield, NJ

Certifications

2007 - ITIL Foundations v2.0

2007 - Microsoft Certified Systems Engineer (MCSE) Parsippany, NJ - Global knowledge, Morristown, NJ

2000 - Networking and Data Communications - Chubb Institute of Technology, Parsippany, NJ

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