Customer Service Support

CONTACT

Address : Orlando FL *****

Phone : 407-***-****

Email : ************@*****.***

SKILLS

Basic IT support

Disaster Recovery Planning

Risk mitigation

Customer service expert

Project Management

Inventory oversight

Clear oral/written communication

Organizational skills

Waterfall methodology

Scrum

Budgets

Staff education and training

Data collection and analysis

Customer service

Processes and Procedures

Complaint resolution

Administrative support

Documentation expertise

Agile

SOFTWARE

MS Office Suite Including Word,

Excel, Powerpoint, Access, Outlook

Adobe Professional Including Acrobat,

Reader

Adobe Creative Suite Including

Photoshop, Dreamweaver, InDesign

ServiceNow

LanDesk

Jazz Communications Software

Hotsos Service Enterprise Software

Xpresso

Adaco Purchasing Software

Epicor ERP

Adobe Lightroom & Aperture

FEMA Response and Recovery

Automated Tracking System (FRRATS)

Recovery Information Management

Systems (RIMS)

PROFESSIONAL SUMMARY

Highly ambitious and performance driven IT Supervisor with an unparalleled work ethic. Strong capacity to manage multiple projects on strict timelines that adhere to the company's brand and values. Experience steering and directing all aspects of operations, including administration, budgeting, and equipment maintenance. Versatile at collaborating with coworkers, vendors and leaders on projects and in challenging situations.

ACCOMPLISHMENTS

3 Time Winner Employee of the Month Loews Hotels at Universal Orlando

2 Time Winner Employee of the Quarter Loews Hotels at Universal Orlando

Multiple nominations for Employee of the Year Loews Hotels at Universal Orlando

Opening Project Team for Universal's Cabana Bay Beach Resort

Opening Project Team for Loew's Sapphire Falls Resort at Universal Orlando

Opening Project Team for Universal's Aventura Hotel

Opening Project Team For Loews Endless Summer Surfside and Dockside Inn and Suites

WORK HISTORY

IT INVENTORY SUPERVISOR, 03/2007 to Current

Loews Hotels At UO - Orlando, FL

Process, scan and distribute all incoming and outgoing IT assets for each new lease and opening hotel.

Tracks and updates IT assets across a campus of 9 buildings worth over 25 million dollars

Negotiate shipment schedules with vendors to for deliveries and to maximize storage for efficiency

Document thoroughly all incidents in ServiceNow. Relate, link, and assign incidents to the appropriate teams and escalate when systemic issues when needed.

Repaired computer equipment to keep jobs moving smoothly, informing hotel departments of major hardware failures

Collaborates with vendors to locate replacement components and resolve advanced problems.

Helped streamline repair processes and update procedures for support action consistency

Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution

Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team

Provides technical support to the company iPhones and IPads.

Negotiated policies and contracts with vendors to achieve optimal pricing and consistent availability

KATHRYN FORD

Automated Deployment Database

(ADD)

Disaster Assistance Replacement

Assistance Consideration (DARC)

National Emergency Management

Information System (NEMIS)

Disaster Assistance Employee, 08/2004 to 01/2006

Department Of Homeland Security - ORLANDO, FL

Assisted in Disaster Recovery for Hurricanes Charley, Frances, Jean, Ivan, Katrina, Rita and Wilma

Conducted 15-25 phone interviews with applicants to determine eligibility for funding and temporary housing resources

Submitted federal reports documenting housing claims to help victims to secure grants and other government resources

Recognized by management for providing exceptional customer service and was promoted as an Administrator finalizing housing for applicants

Resolved conflicts between applicants and caseworkers. Deescalated conflicts by listening and providing creative solutions to housing needs

Maintained excellent attendance record, consistently arriving to work on time. Worked 80 hours weekly, during Hurricane Katrina to assist with the disaster victims in MS

EDUCATION

Photography

The Art Institute of Pittsburgh - Pittsburgh, PA

Environmental Control Technologies

University of Akron - Wayne College - Orrville, OH HOBBIES

Photography, Reader, Podcast Listener, Animal Lover, Anime Enthusiast

.

Contact this candidate