Customer Service Information Technology
Resume:
Certifications:
**/**** **** *** *+ Certified Technician
**/**** ********* ********* ****** Specialist (MOS)
**/**** ********* ******** ************ (CBP) in Customer Service
Technical Skills:
PCs: Microsoft Windows and Office Suites, Active Directory, Salesforce, VMware, LiveLink,
Microsoft Outlook/Exchange, Enterprise Connect, SharePoint, WebEx, SAP, VPN
Cisco Jabber, Cisco Agent Desktop, Tivoli Identity Manager, Citrix NFuse, SCCM, SNOW
Mainframes: Operations System Support, J.D. Edwards (ERP), Oracle PeopleSoft, AirWatch, Jira
Education and Training:
Graduated Kaplan University Davenport, IA.
03/2013 Bachelor of Science Degree in Information Technology
09/2008 Focus: HOPE Information Technology Center Detroit, MI
PC Technology Program, CompTIA A+ Certification
Courses Completed included; Customer Service, Communications and Team Building
Proficiency Skill level training in Microsoft Office 2007 Suite
CCNA Discovery: Networking for Home and Small Businesses
CCNA Discovery: Working at a Small-to-Medium Business or ISP
07/1980 Wayne County Community Detroit, MI, MI
Associate Degree of Applied Science - Computer Data Processing
Experience:
8/2022 - Present Stefanini PC Technician - Ford-Dell PCR Allen Park, Mi
Performed data migrations, pushing software and changing out laptops, using various tools for remote access and communication with users
Performed installation and setup of equipment, including rack mounted servers.
Installed programs/software using SCCM based on specific needs of the user.
Assited Users with New Device Setup migrations and troubleshooting.
Customer Facing and interaction experience with collecting and disbursement of
assets for renewal or reclamation.
4/2019 - 8/2019 Randstad Technical Analyst - McKesson Corporation, Installation Services Livonia, Mi
Provided technical support to internal or external networked/ desktop systems.
Installed, configured, and troubleshoot workstations, and servers in a heterogeneous environment.
Maintained password security, data integrity, and file system security.
Communicated highly technical information to both technical and nontechnical personnel.
Recommended hardware and software solutions, including new acquisitions and upgrades.
Used Salesforce to process service requests and communicate requirements with other departments and personnel.
12/2017 - 06/2018 Mphasis Technical Support – Proctor & Gamble Service Desk, Auburn Hills Mi
Logging/Validation of all contacts Call Handling Database with Service Now.
Resolved a high percentage of customer problems using the relevant tools and systems.
Managed end to end, all calls logged, providing regular updates to customers.
Invoke Escalation Procedures within defined time frames.
01/2016 - 03/2016 OpTech Help Desk Support Technician Auburn Hills Mi
●Provide Level 1 support for Comerica Bank Employees, used Service Desk to create
and track incident tickets and Cisco Agent Desktop to handle incoming calls.
●Troubleshoot technical issues reported by Clients ie Outlook, Active Directory (resets), ITIM (resets) Perform multiple technology support activities and resolves client problems due to system issues.
●Ensure appropriate tools, techniques and standards are being utilized to meet client needs.
09/2015- 08/2022 Plum Market Grocery Team Member Bloomfield Twp. Mi
●Ensure the dry grocery, dairy and frozen sections of the store are well stocked.
●Assists in receiving, storing and stocking of products while ensuring proper rotation and quality.
●Ensure the dry grocery, dairy and frozen sections of the store are well stocked.
●Effectively communicate with Guests, Team Members and Store Leadership.
10/2014- 09/2015 Dependable Computer Services Computer Technician Detroit Mi
●Self-Employment as CompTIA A+ Certified Computer Technician.
●Provided computer repair and technical consultation to PC customers.
2/2014 – 9/2014 Strategic Staffing _ Technical Consultant Detroit, Mi
●Wayne County Call Center Technician, Provide 24X7 support to Wayne County employees.
●Provide Level 1 support for all authorized software and hardware.
●Security Administration for Active Directory, PeopleSoft, JDE and Network access.
●Creation of Trouble Tickets (in HEAT system) for each call received.
9/2012 – 11/2013 Focus: HOPE E.A.A. - Computer Support Specialist Detroit, MI
●Provide Computer Support Services to schools in the E.A.A. Public School District.
●Troubleshooting and maintenance of computers, notebooks and other equipment.
●Track support tickets and work orders using SpiceWorks I.T. Management Application
08/2008 – 08/2012 Focus: HOPE Connect Your Community Corps Member Detroit, MI
●Conducted computer/Internet training to participants in the CYC program.
●Prepared and distributed computer equipment provided support and troubleshooting for students.
●Managed caseload for former students, assisted with outreach, orientation and customer service.
09/2003 – 02/2008 Miller Parking Company LLC Valet Attendant/Shuttle Driver/Ticket Auditor Detroit, MI
●Transported employees and packages between hospital locations via Shuttle Bus.
●Executed audits of parking tickets received, facilitated Customer Service and Accounts Receivable.
●Performed troubleshooting, technical support, and maintenance to company’s computers.
●Improved Guest Services at a prominent Detroit hotel, worked private parties and events.
05/2001 – 12/2002 Computers and Electronics Enterprises Marketing Manager/ Consultant Detroit, MI
●Developed and implemented the company’s advertising and marketing strategies.
●Electronically organized Inventory Control System.
●Enhanced customer service and support with timely solutions.
●Assisted parents, students and staff as the Help Desk Agent for Detroit Public Schools Department of Student Transportation.
11/1998 – 01/2001 Blue Cross Blue Shield of Michigan Lead Programmer Analyst Detroit, MI
●Completed system analysis, design and coding of IBM COBOL application programs and other related Job Control Language (J.C.L.).
●Developed testing plans, testing environments and production implementation plans.
●Primary liaison for user areas and external clients for new projects as well as implemented changes to existing systems.
Contact this candidate