Customer Service Help Desk

Education

Minnesota State College – Southeast Technical

Micro Computer Support Technician - Certification

University of Wisconsin – La Crosse

Bachelor of Science – Marketing

Professional Experience

Saint Mary's University of Minnesota, Winona, Minnesota

HelpDesk Manager, Micro-computing Technician

J.C. Penney Co., Inc., La Crosse, Wisconsin

Specialty Sales Manager, Merchandiser Trainee,

Senior Family Shoe Department Supervisor, Sales Associate

Habitat for Humanity Restore – Winona, Minnesota

Volunteer

Leadership

Trained Help Desk Technical Assistants on HelpDesk procedures, application changes, and customer service

Developed and led a self-reliant team of HelpDesk Technical Assistants who strive to increase the level of customer satisfaction within the Help Desk and Information Technology department

Expanded Help Desk Technical Assistant responsibilities within the HelpDesk and Information Technology

Empowered Help Desk Technical Assistants to make decisions to serve the customer quickly and effectively

Served on the Help Desk Institute's (HDI) Desktop Support Leadership Council in 2010

Customer Service

Overcame customer concerns while providing customer satisfaction

Resolved a variety of customer questions and issues with positive educational outcomes

Identified and created efficiencies in Help Desk support which lowered support time by 25% or more

Supported end-user challenges with software, hardware, and infrastructure

Created and maintained Help Desk FAQ and support/training material resulting in 20% fewer calls

Skills

Managed Information Technology Help Desk support process and student employees

Customer service skills: Service recovery, complaint resolution and maximizing customer satisfaction

Troubleshooting assistance with customers for various technology needs over the phone, via email, in person, and utilizing various meeting software: Zoom, Go To Assist, Google hangouts, remote support

Operation of computer software including: various Windows operating systems, Microsoft Word, Excel and PowerPoint, incident tracking software, learning/course management software, end user oriented use of Active Directory, DHCP, network access control software, end user device connectivity to network (wireless), various other miscellaneous task picked up over the years.

Consistent resource for various printing issues or service, operational questions within IT area, knowledge accumulator, and inquiries on how to handle various situations or needs

Development of leadership, communication, and customer service skills via various seminars and conferences

Computer Training/Knowledge

Desktop/laptop support, application and hardware troubleshooting, basic server functions focusing on the tasks directly affecting users, providing online application customer support, and network printer setup and support

Usage and end-user support of Microsoft Office software and other various applications

Provided training for JC Penney management peers and associates on application software and Windows

Achievements

Consistently achieved Customer Satisfaction Survey goal of 15+ positive responses per month

Presented "Improving Customer Service with Help Desk Training" at the Annual Midwest Regional Educause Conference

Developed and continued use and improvement of the summer training program for Help Desk Technical Assistants

Evaluation and improvement of Help Desk operations and processes to effectively serve customers

Worked with vendor to implement Managed Print Services process which saved about 10-15% in various costs annually

Worked with vendor and third party contractor to implement replacement ticket tracking software which should result in 5-10% man hour savings

Brian K. Behling

1813 Gilmore Ave

Winona, Minnesota

55987

Mobile: 507-***-****

*************@*****.***

www.linkedin.com/in/brian-behling

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