Joseph T. Kirwin III

Customer Success Advocate/Technical Assistance Representative

ad2i30@r.postjobfree.com • 847-***-****

LinkedIn • Huntley, IL

Summary

Highly analytical and performance-driven specialist with extensive experience in overseeing and implementing technological systems and providing exceptional customer services across various industries. Proven track record of delivering top-notch service and exceeding customer expectations. Versatile professional with a solid understanding of troubleshooting technical issues and effectively communicating complex information. Diligent and organized, ensuring timely resolution of client inquiries and concerns. Highly skilled in problem-solving and adept at finding innovative solutions to challenges. Exceptional interpersonal skills, fostering positive interactions and seamlessly collaborating with cross-functional teams.

Areas of Expertise

Problem Identification & Resolution

Technical Troubleshooting

Analytical & Critical Thinking

Product Knowledge

Team Leadership & Development

Customer Engagement

Communication & Collaboration

Strong Service Mindset

Relationship Building

Organization & Time Management

Productivity Enhancement

Reporting & Documentation

Technical Skills

Microsoft Windows; Microsoft Office; Microsoft 365 Enterprise; Mac OS; PC/Mac/HP Thin Client; HP & Ricoh Printing; Skype; Teams; Zoom; Google Suite; ConnectWise; ServiceNow; Dropbox; SharePoint; Android & iOS; Cisco Telephony

Professional Experience

JPM Chase & Co, Elgin, IL 2022 – Present

Transaction Specialist II

Support lockbox services to wholesale (corporate), public sector, and government clients, assuring the highest customer satisfaction. Foster trust, safeguard sensitive information, maintain client confidentiality, and ensure effective data-keying strategies to reduce errors.

●Process large volumes of transactions while applying accurate data-keying strategies, routinely exceeding defined efficiencies metrics in productivity, defect rates, and time utilization.

●Train and coach colleagues on lockbox services, resulting in improved accuracy rates of account processing and customer satisfaction.

●Conduct detailed Quality Control checks of 850+ completed transactions daily to ensure 100% order accuracy and provide real-time, constructive feedback to peers for continuous improvement.

Liberty Mutual Insurance, Warrenville, IL 2021

Automobile Claims Adjuster

Communicated information effectively in challenging circumstances to customers during property loss and provided support throughout the claims process. Conducted comprehensive interviews to gather all relevant details and accurately documented incidents for processing.

●Assured efficient resolution of claims and boosted customer experience as a licensed professional to deliver auto claims service to clients via telephone, email, and SMS text messaging within a remote call center setting.

●Facilitated swift claims settlements by coordinating vehicle damage inspections, participating in deductible discussions, and arranging rental car and related coverages.

Delta Millwork, Woodstock, IL 2019 – 2021

Operations Manager

Showed valuable expertise in daily business operations, including hands-on manufacturing and precise installation of bespoke cabinets and millwork to offer exceptional products to satisfied clients. Provided IT support for the company's hardware, addressing and resolving hardware-related issues to ensure optimal functionality of technological infrastructure.

●Streamlined manufacturing processes and optimized installation procedures, resulting in reduced overall project completion times and increased profitability.

●Conducted comprehensive employee training sessions on Microsoft 365, improving productivity and ensuring secure access to essential resources.

●Developed and executed marketing strategies on Facebook and Instagram, resulting in increased brand visibility and expansion of customer base.

Unicarriers Americas Corporation, Marengo, IL 2016 – 2019

Systems Analyst

Collaborated with stakeholders to devise and implement IT solutions and best practices, streamlining business functions and improving overall efficiencies and cost savings. Translated requirements into high-quality, scalable, and extendable solutions through discovery, performing analysis/design, testing, documentation, and end-user training to maintain and improve overall Information Systems.

●Facilitated the implementation of a Finite Element Analysis (FEA) hardware and software solution, resulting in significant reductions in rendering times of small to medium simulations conducted in-house Engineering vs. outsourcing.

●Coordinated proposals for Managed Service Providers to replace the aging fleet of multifunctional and B&W printers and legacy telecommunications systems at headquarters.

●Developed and led formation of Factory Store IT Field Services initiative for onsite, bi-monthly support of 70+ users based in the New England Region.

●Negotiated telecommunications contracts, implemented a cloud-based, leased phone system, and eliminated unnecessary T1 circuits and POTS lines, reducing monthly expenditures by $2700 for factory stores.

Verizon Wireless, Rolling Meadows, IL 1998 – 2016

Technical Analyst

Provided tier 2 assistance virtually and onsite to internal customer base, call center operations, retail outlets, and remote diverse locations to troubleshoot complex technical issues and ensure optimal performance, documenting issues and results, striving for one-call resolution. Managed and maintained inventory of a wide range of IT components, including PC and Thin Client systems, iOS devices, POS peripherals, VoIP telephony systems, servers, and Cisco network equipment. Performed general maintenance, enhancements, UAT, troubleshooting, and RMA of related hardware.

●Delivered seamless transition of call center relocation, ensuring zero interruption to critical systems and services to 1200+ users, acknowledged by executive leadership for exemplary efforts.

●Implemented the employment of over 1K HP Thin Clients to call center base ahead of schedule and served as subject matter expert on HPDM, an enterprise-class Thin Client Management tool, enabling effective remote administration, desktop configuration, imaging, patching, troubleshooting, and remote power management.

●Managed multiple projects introducing best practices and tools to the end user community, improving overall client satisfaction by decreasing subscribers' average hold/wait time.

Additional Experience

Business Services Analyst Assistant Manager, Loss Prevention Technical Assistance Consultant Customer Service

Consultant, Ameritech Cellular and Paging Services, Schaumburg, IL

Education

Bachelor of Science in Business Management

State University of New York, College of Business and Economics, Plattsburgh, NY

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