Customer Service Desktop Support
Resume:
Paul J. McBride
*******.****@*******.*** ************@*****.***
Highly organized, self-starter with a strong background in Help Desk, Product Support, Logistics &
Project Coordination, Customer Service & Customer Service Management, Insurance, Corporate Training, coupled with multiple skill sets transferable to any industry; proven history of success in organizing, collecting, analyzing and triaging
data; leveraging interpersonal communication skills & conflict resolution skills to negotiate and/or
problem solve; history of success in conceiving and implementing actionable concepts, creating
guidelines and strategies to stimulate project deliverables.
Education/Affiliation(s)/Competencies:
2009 Bachelors of Arts, Speech Communication University of Central Florida
2009 Bachelors of Science, General Biology University of Central Florida
2005 Associates of Arts, English St. Petersburg College
2002 Diploma, General Studies Lakewood High School
2014 Master Certification, Business Analysis & Project Management Villa Nova University
Tutor; Adult Literacy Center St. Petersburg, FL
Mentor; Pinellas County School Board Pinellas County, FL
Skills:
Content & Knowledge Management
Customer Service Management
Tier I &II Troubleshooting
Data Analysis
Product Support
Special Process Coordination
Business Analysis
Project Coordination
Asset Management
Implementation Best Practices
Troubleshoot MS Suite
Proprietary Software
Installer of Desktop, Server and Web Application
08/ 2020 - Present United Protective Services Houston, TX
Security Guard
Patrol premises regularly to maintain order and establish presence; Monitor and authorize access/entrance to buildings or parking structures; Secure a;; exits, doors and windows after end of operations; Check surveillance cameras periodically to identify disruptions or unlawful acts.
04/2020 - Present A Better Way Home Health Services Houston, TX
Home Health Aide Provider
Helping patient with daily functions, such as dressing or taking a bath; Housekeeping, such as vacuuming or doing laundry; Grocery shopping and cooking meals; Scheduling doctor's appointments or other meetings and organizing transportation; Teaching patient self-care skills.
08/2018 - 01/2020 Consultant Tampa Bay, FL
Freelance Work Supplemental income while addressing health concerns and disabilities.
Administrative Support
Desktop Support and consulting
Tutor – Math, Science, History English
10/2016 – 06/2018 Wolters Kluwer, TeamMate Tampa, FL
Product Support Analyst
Engage functional and technical application support as well, address installation and configuration issues via telephone, email, customer portal and/or remote session.
Provide application, OS, infrastructure, and database support via phone, email and remote sessions.
Efficiently and effectively troubleshoot and resolve complex technical issues.
Test & identify to raise to the corresponding development team.
Professionally and collaboratively communicate with developers, database administrators, etc. to resolve customer problems as required.
The knowledge of relational database schema and concepts.
Configure testing environments to recreate the customer environment using VMware based virtual machines.
Monitor voice and email messages.
Test applications prior to public release, as requested.
12/2014 – 06/2018 KForce Tampa, FL
Contractor, IT Professional
Engage functional and technical application support as well, address installation and configuration issues via telephone, email, customer portal and/or remote session.
Conducts software upgrades, facilitates operation system migrations as well, the corresponding and configuration (Win 10/ Office 365).
Addresses and resolves incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
Responsible for maintaining and expanding a database of pre-written content to improve proposal quality and optimizing the database structure and record management system ensuring ease of access and data integrity.
Analyzes and resolves incidents and requests regarding use of application software or hardware.
Logs and tracks incidents and requests from identification through resolution.
Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
Establish IT metrics, maintain service levels and metric reporting.
Analyzing, reviewing and planning methods of transforming existing data into other database formats as well, responsible for the loading of data into other
Contractor, IT Professional
Coordinated the resolution of general IT issues including: website navigation, application updates, install, configure, update, troubleshoot, diagnose and resolve issues with PCs, laptops, network connectivity, password resets, printers and peripheral equipment.
Provide end-user technical support and desk side assistance for internal users.
Responsible for troubleshooting issues, creating tickets, and advising users of the appropriate actions.
Responsible for troubleshooting issues, creating tickets, and advising users of the appropriate actions.
05/2013 – 09/2014 Cognosante, Inc. Riverview, FL
Corporate Trainer
Develops curriculum and provides new hire and refresher training.
Lead training initiatives and projects to ensure progress on learning goals and objectives.
Conducts classroom training on system functionality as it relates to insurance and the rollout of the Affordable Care Act.
05/2011 – 03/2013 Universal Healthcare Saint Petersburg, FL
Project Coordinator
Conceptualizes & implements special projects to increase overall productivity for Provider
Relations as well, coordinates variables along the Project Management team such as: scope, resources, guidelines, budget and business analysis.
Maintained knowledge of current CMS Marketing Guidelines (Medicare Managed Care Manual Chapter 13 and Enrollment and Disenrollment Chapter 2).
02/2011 – 10/2009 Fidelity Information Systems St. Petersburg, FL
Contractor, Fraud Prevention Analyst
Analyzed metrics in order to identify abnormalities and compared fraud data with data systems to identify emerging trends.
Collaborated with fraud management for completion of special projects as well, identified potential fraud risk.
05/2006-01/2009 American Automobile Association Heathrow, FL
Dispatcher
Monitors routes, updates call logs, contract vendor to facilitate service, record call information
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