References and Work History from **** to **** Furnished upon Request

CHRISTOPHER J. TOLEDO 576 McKinley St.

Passaic, New Jersey 07055

adg6kh@r.postjobfree.com

SUMMARY

Over 20 years’ experience in Information Technology, Telecommunications, Customer Service and Business Development with focus on Customer and Sales Support. Strong problem solving and effective people management skills with the ability to negotiate good outcomes. Key contributor to Customer Satisfaction with the ability to address customer needs, roadmap solutions, maintenance renewals with focus on customer retention and reference-ability. PROFESSIONAL EXPERIENCE

ACS Allport Cargo Services

Product Support Analyst - Remote

April 2019 to July 2020

Leaded in the rollout of a new global support application (Zendesk)

Created documentation (PowerPoint and videos) for both IT and end users on how to use the Zendesk application

Primary application support for end users on the Infor Nexus platform

Liaison with 3rd party vendor (Infor Nexus) to provide solutions for support tickets as well as ranking systemic bugs for faster resolution

Created documentation for users to self-diagnosis and resolve issues via Knowledge Base articles in Zendesk

Assisted with development of case metrics for management for priority review MTS IntegraTrak Inc.

Application Support, Assistant Support Manager, Trainer, Business Development January 2008 to April 2019

Worked closely with customers to monitor, troubleshoot, and configure systems

Demoed application versions to existing and new customers

Installed and trained end users on MTS application suite software

Installed software updates, patches, buffers, run diagnostic procedures and worked with third party vendors (Siemens, Cisco, Nortel, NEC)

Open/closed, escalated and distributed all tech support tickets

Ran Daily/weekly reports on technicians for weekly review

Created support procedures for technical support team

Setup conference calls to discuss potential upgrades NBC Olympics

Talent Wardrobe Specialist

February 2002 - Present

Responsible for managing a multimillion dollar talent wardrobe for NBC Correspondences and Analysts

Provided wardrobe and dress guidelines for on air talent

Aided in the selection and distribution of the talent and crew uniforms

Worked closely with show hosts and producers to insure a cohesive look among the different NBC network, cable and affiliate shows

Quest diagnostics

System Support Analyst\Trainer

January 2004 - December 2007

Provided 1st / 2nd level support for clients of the Quest diagnostics web application

Supported modems, pc’s, monitors, and routers

Supported Care360 application

References and Work History from 1990 to 2004 Furnished upon Request

Responsible for entering trouble tickets for each issue worked on throughout the day

Trained new analyst on all Quest proprietary software and ticket auditing (all locations) SKILLS

Understanding of various platforms networking, intranet, WAN, LAN. DOS, Windows 3.1/95/98/2000 - 2016/NT/XP, FTP, VPN software, NetMeeting, Check Point, Cisco, Secure link, Remotely Possible, GoToMeeting, TeamViewer Log Me In, WebEx, RDP, Remotely Possible, Remedy, Citrix ICA Client, BRO, Advantage Database, Right fax, Tiger Paw, Peregrine, Microsoft Office, Word, Excel, Outlook, Salesforce, CITRIX, PCAnywhere, NetMeeting, Knowledge of Routers, modems, and Printers. EDUCATION

Graduate of Paul VI High School, Clifton, New Jersey Completion of Electronics Course, Electronics Diploma – RETS Campus Nutley, New Jersey, Certified in AMP Cabling Products

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