Project Manager Customer Service
Resume:
Jason Coppola
** ******* ****** • Stamford, CT 06902
Phone: 203-***-****
OBJECTIVE
To contribute to team results by welcoming new and different work requirements; exploring new opportunities to add value to the organization; helping others accomplish related job results while complying with legal requirements and corporate policy
QAULIFICATIONS
Fifteen+ years of information technology experience with extensive hardware and software install and maintenance. Superior communication and people skills established through company training in customer service and problem resolution. A deep felt desire to serve the customer, resolve problems and provide a complete IT support solution. Possesses excellent working knowledge of client server network fundamentals. A self starter that is well organized and capable of multitasking with numerous responsibilities while meeting required deadlines.
TECHNICAL QUALIFICATIONS
Windows XP; Windows 7; Windows8, Office 2007; Office 2010; Office 2013; CISCO IP Communicator; CISCO Phones; Service Manager; Reflections; Exceed; Rapid SQL; Seagate System’s; Front Page; MS Project; Simplicity, WebEx, Cisco Any Connect, MS Visio; MAC Support; IPad Support; IPhone Support, Android Support, Business Objects, SAP, Oracle; Decade; Fitch Terminals; and all Thomson Reuters Internal Apps ( 3000XTRA, Eikon, DataStream, Thomson 1, Meta Stock, and RM )
WORK EXPERIENCE
2015 – Present IBM Time Square, NY
Senior SSR on the Thomson Reuters Account
Senior Technician at Thomson Reuters supporting all laptops, desktops, mobile devices and VPN certificates for office, home and remote users.
As a Senior Technician I am responsible for maintaining SLA compliance, documentation, customer satisfaction and productivity within the team.
Provide support for all Thomson Reuters user in 3 Time Square and some remote sites. Training new techs on all the Thomson Reuters processes and builds.
Direct interaction with customers on all levels with issues they are experiencing, resolve issue in timely manner to the customer’s satisfaction. Trained users in equipment and application use.
Provide customer and technical support to 2000+ Thomson Reuters
Provide ongoing mentoring, training, scheduling and support of desktop technicians which includes cross training technicians to handle backfills for Thomson Reuters
Responsible for meeting with Project Manager to discuss account updates, projects, customer issues and cost reduction measures.
Proven PC Software and Hardware troubleshooting and installation skills.
Strong knowledge and experience with Thomson Reuters products, Microsoft OS and Applications.
Provided on-site enhancement, upgrade, and support services of Thomson Reuters WIM Image, drivers, patches, applications, and WiFi Setup for Thomson Reuters new One Wireless and One Print.
Working knowledge of email servers and clients in a corporate environment.
Hands on experience with Service Manager 7 and 9.
2013 – 2015 Thomson Reuters Time Square, NY
Senior Technician Thomson Reuters Desktop Support
Senior Technician at Thomson Reuters supporting all laptops, desktops, mobile devices and VPN certificates for office, home and remote users.
As a Senior Technician I am responsible for maintaining SLA compliance, documentation, customer satisfaction and productivity within the team.
Provide support for all Thomson Reuters user in 3 Time Square and some remote sites.
Direct interaction with customers on all levels with issues they are experiencing, resolve issue in timely manner to customer’s satisfaction. Trained users in equipment and application use.
Provide customer and technical support to 2000+ Thomson Reuters
Provide ongoing mentoring, training, scheduling and support of desktop technicians which includes cross training technicians to handle backfills for Thomson Reuters
Responsible for meeting with Project Manager to discuss account updates, projects, customer issues and cost reduction measures.
Proven PC Software and Hardware troubleshooting and installation skills.
Strong knowledge and experience with Thomson Reuters products, Microsoft OS and Applications.
Provided on-site enhancement, upgrade, and support services of Thomson Reuters WIM Image, drivers, patches, applications, and WiFi Setup for Thomson Reuters new One Wireless and One Print.
Working knowledge of email servers and clients in a corporate environment.
Hands on experience with Service Manager 7 and 9.
2008 – 2013 Siemens / ATOS Valhalla NY
Team Lead / Contractor Thomson Reuters Desktop Support
Team lead of 5 technicians in New York City Metro Area on the Thomson Reuters account.
As Team Lead am responsible for maintaining SLA compliance, documentation, customer satisfaction and productivity within the team
Provide support for all Thomson Reuters remote sites.
Direct interaction with customers on all levels with issues they are experiencing, resolve issue in timely manner to customer’s satisfaction. Trained users in equipment and application use.
Provide customer and technical support to 1000+ Thomson Reuters Markets Staff both desk side and remotely.
Act as a resource and liaison between clients and support department.
Provide ongoing mentoring, training, scheduling and support of desktop technicians which includes cross training technicians to handle backfills for Thomson Reuters
Responsible for meeting with Project Manager to discuss account updates, projects, customer issues and cost reduction measures.
Proven PC Software and Hardware troubleshooting and installation skills.
Strong knowledge and experience with Thomson Reuters products, Microsoft OS and Applications.
Provided on-site enhancement, upgrade, and support services of Thomson Reuters WIM Image, drivers, patches, applications, and WiFi Setup for Thomson Reuters new One Wireless.
Working knowledge of email servers and clients in a corporate environment.
Hands on experience with Service Manager.
2003-2008 IBM Global Services White Plains, NY
Team Lead / SSR - Thomson Reuters Desktop Support
Team lead for White Plains and Boston for all technical issues and customer complaints.
Lead the overall functional planning at major Campus site in the areas of schedules, costs technical risks and solutions.
Work directly with the customer to determine new process and equipment requirements.
Provide customer and technical support in a large corporate environment.
Act as a resource and liaison between clients and support department.
Responsible for SLA compliance, customer satisfaction and productivity.
Responsible for maintaining written documentation of daily site operation
Provide mentoring, training, scheduling and support of desktop technicians – as well as train technicians to handle backfills for Reuters
Excellent PC Software and Hardware troubleshooting and installation skills.
Work with the Helpdesk to resolve incorrect ticket assignments.
Strong knowledge and experience with Microsoft OS and Applications.
Deployment and testing of OS images, drivers, patches and applications
Working knowledge of email servers and clients in a corporate environment.
Hands on experience with Manage Now Ticketing software.
Responsible for meeting with Project Manager to discuss account updates, projects and customer issues
Negotiate PCR work with customer and Project Manager as well as determine the number of resources required for each project.
1997 - 2003 Reuters of America White Plains, NY
Systems Support Engineer
Hardware Repair - System Boards; Hard Drives; LCD’s; Memory; Projectors and other Misc.
Accountable for troubleshooting and Installing the following software - NT 4.0; MS 2000 professional; XP; Windows 7; Office 97; Office 2000; Reflections; Exceed; Rapid SQL; Seagate System’s; Front Page; MS Project; Oracle; Decade; Fitch Terminals; and all Reuters Apps
Built PC’s for end users
EDUCATION
Stamford High School Stamford, CT
High School Diploma 1997
MEMBERSHIP
F.B.L.A - Member of the Future Business Leaders of America
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