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Sales Customer Service

Havertown, Pennsylvania, United States
September 30, 2019

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John F. Merz


SUMMARY: IT Support/Project Management professional with 15+ years of technology experience. High-energy, confident professional with an infectious enthusiasm for customer service. Experienced supervisor and technical educator possessing strong commitment to team dynamics and problem solving.

EDUCATION: University of Pennsylvania, Philadelphia, PA

Masters Degree in Liberal Arts, August 2006

Saint Joseph’s University, Philadelphia, PA

B.S. in Management & Information Systems, May 1999

EXPERIENCE: A Second Chance, Inc. Philadelphia, PA

Lead BTS Analyst, Philadelphia Office Jan. 2019- Present

Provide top level computer and mobile support for over 160 employees

Work with various vendors to ensure technological needs are met for a growing coroporation

Trouble Network connections on site, via data closet and troubleshooting network switches

Oversee Door Swipe Access via KERI 900 software

Oversee access via Active Directory for Philadelphia employees

Provide remote assistance via Remote Desktop, LogMeIn and DameWare applications

Support Life Size software and hardware, to ensure video conferencing needs are met

Document various tasks and created a SOP for the Philadelphia Office

Created documentation and taught various IT skills classes, including MS One Drive, Excel and Life Size

Instruct new hire orientation on the various technological requirements and needs of the organization

Assisted with the implementation of the STAR2STAR VOIP phone system, and perform light troubleshooting via the Star2Star Portal

Update and Troubleshoot a computer lab and various conference rooms to ensure all systems are functional.

San Jose State University, San Jose, CA

Senior Technology Innovation Consultant Oct. 2017- July. 2018

Work as the communication liaison between School of Business and Central IT for departmental needs and goals

Supervise a staff of 5: 4 student workers and1 Full Time employees to ensure technological needs in School of Business are address and long-term goals are accomplished.

Remote Managed access to Lucas College of Business Servers permitting access to folders and files as necessary

Support Faculty and Staff of Lucas College of Business with their technological needs and requests.

Chief Communication for College of Business regarding technological projects and security issues.

Work with the Financial department to design layout of new computers while keeping within budgetary limits

Primary person who communicates and ensures that department is under CSU compliance for all documentation, inventory and security updates.

Creator and maintainer of all google email groups for department.

Oversee that all computer learning labs and spaces are up to date with images and ensure that projects needed in rooms are completed promptly

Comcast/NBC Universal, Philadelphia, PA

Team Lead, Systems Analyst Feb. 2017- Aug. 2017

Provide superior advice to other team members with trouble tickets

Assist Sales Agents and Regional Sales Managers with issues pertaining to orders processed in Order Lab.

Maintain and managed trouble tickets and generated daily reports in Sales Force of support patterns.

Generate bi-weekly/monthly reports of escalations patterns and presented findings to department leads.

Hosted WebEx sessions educating users on how to navigate Sales Force and Order Lab systems.

Used Tableau, Replay, Order Lab, Common, and E-Slam applications daily to troubleshoot tickets

Wrote documentation to train new users of system and for onboarding new team members.

Edited, created and disabled user accounts as needed.

Determined opportunities to cross train other team members and set priorities for ongoing assignments.

Southeastern Transportation Authority (SEPTA), Philadelphia, PA

Technology Services Supervisor Jul. 2016- Feb. 2017

Monitored daily backups on IBM Mainframe System

Assisted users via Telephone, Remote Desktop and in person with Computer difficulties

Reset and Assisted users with gaining Access to Citrix Sessions

Added/Removed users from Groups via Active Directory

Created documentation for users to abide by with various applications

Supervised Full-Time Staff to ensure daily duties and project goals are met

Ensured FTP daily batches are successfully transmitted successfully

University of Pennsylvania, College House Computing, Philadelphia, PA

Information Technology Support Specialist Feb. 2001 – April. 2016

Develop training documentation and teach training material to student employees

Taught non-credit courses on Microsoft Office

Taught new hires Penn supported technology

Pioneered and directed extensive training session throughout the College House System: Meet and Greet with I.T. and Tech Talk Series, Computer and Health Device Fair, ITSS Office Hours

Presented at annual ResNet Symposium regarding training courses and innovative technology developed at University of Pennsylvania

Top support specialist for 11 college houses on campus that contain over 4000 users

Supervised 18 managers and over 90 part-time students in supporting residents with various computing needs

Configured PC’s with Windows 7,8,10, MAC OSX, and various mobile devices

Deployed MAC/PCs for Faculty and Staff in our department using ImageX imaging software

Tested and Communicated issues with Networking department regarding wired and wireless upgrades done in the College Houses

Communicated and represented department regarding computer security violations (compromises, copyright infringement) with Security department

Strategically outlined and planned training sessions for student workers, and with onboarding Faculty and Staff

Worked with various Vendors (Apple, Lenovo, Dell, Aruba, Cisco) to express needs and ensured they were done by project timelines

Installed RAM, Network Cards, Hard drives, and various other types of hardware

Supported Cisco and Juniper Switches

Supported Cisco and Aruba Wireless Access Points

Supported VOIP Phones

Content developer and layout architect for Drupal, SharePoint and PHP Websites

Supported Microsoft O365, Office, Works, Internet Explorer, Firefox, Chrome, Outlook, Eudora, Thunderbird, Webmail e-mail editors and various software applications

Assist faculty, staff and students with various computing issues

Coordinated and supervise student staff supporting over 4000 summer residents living in the College House system


COMPUTER SKILLS: Proficient support skills with Windows Vista, 7/8/10 MAC OSX/IOS machines, knowledge of various mobile devices, Microsoft O3655, Office, Works, Word Perfect, Lotus Notes, Eudora, Front Page Editor, Dreamweaver, MacAfee and Symantec Virus Scan, Outlook, Eudora, Mozilla Thunderbird e-mail applications, Internet Explorer and Mozilla Firefox Internet browsers, ImageX imaging, Adobe products. Knowledge of Drupal, SharePoint and PHP websites with respect to content and layout, HEAT Ticketing System, Spiceworks and IBM Mainframe environments, and Citrix Web Access, Tableau, Replay, Order Lab, Common, ESLAM, Salesforce and SharePoint, ISupport Applications, DAMEWARE, Log Me In and LifeSize software systems.

228 Glendale Road, Havertown, PA


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