IT Supervisor
Resume:
Matt J. Moody
Salem, OR *****
************@*****.***
SKILLS
Customer Service
Computer Skills (Microsoft Office)
Data Entry
Database Management
Multitasking
Communication Skills
Team or Independent Worker
Organization
Multiline Phones
Problem Solving
EXPERIENCE
Customer Service Rep
Followed scripts to answer customer questions and improvised/located correct information when the question was not in the script.
Conferred with customers by telephone, live chat, email, or in person to provide information about products or services, enter orders, cancel accounts, or obtain details of complaints.
Checked to ensure that appropriate changes were made to resolve customers' problems.
Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Completed contract forms, prepared change of address records, or issued service discontinuance orders, using computers.
Referred unresolved customer grievances to designated departments for further investigation.
Contacted customers to respond to inquiries or to notify them of any planned adjustments.
Retail
Described merchandise and explained use, and operation.
Computed sales prices, totaled purchases and received and processed cash or credit payment.
Answered questions regarding the store and its merchandise.
Took inventory or examined merchandise to identify items to be reordered or replenished.
Stocked shelves, racks, cases, bins, and tables with new or transferred merchandise.
Received, opened, unpacked and issued sales floor merchandise.
Information Technology (IT)
Worked 40 hours a week from August 2019 to March 2020 and from May 2020 to present 37.5 hours per week in IT.
As a non-IT clerk, worked 40 hours a week from May 2019 to August 2020.
Conferred with customers via telephone, email, and Skype to both determine IT issue and relay troubleshooting information via person to person and ITSM.
Troubleshooted various laptop, iPad, iPhone and desktop IT issues using various software provided to IT department.
Contacted and related information about customer IT issues to Tier 2 and Tier 3 support.
Worked in both a team environment and individually to solve IT issues.
Integrated processes learned from different departments (administration, field operations, recruiting, and IT) to troubleshoot customer’s IT issues.
Discussed ideas to be implanted and negotiated final version with other employees in department to better be received by other departments.
As OOS, delegated work to subordinates to give them necessary experience and test their ability to do the job.
Helped train subordinates by making sure they had all the necessary access to IT programs and walked them through different jobs required to be done in IT.
Supervised 12 subordinates by assigning work and explaining those assignments to each clerk when more the work required more than one person to complete.
Communicated with diverse employee populations various concepts and job-related processes.
Helped to develop project to monitor 3000+ devices (iPhones, iPads, laptops, desktops, monitors, Cisco phones) by using Excel and ITMS.
Discussed with fellow IT supervisors (other OOS and ITM) progress of clerks and what new responsibilities they have earned.
Responsible for managing the payroll for 4 clerks on day shift by verifying hours worked and submitting time and expense.
Reviewed and analyzed payroll reports to verify the correct information was entered by 9 am
Formed and maintained relationships with co-workers (subordinates, peers, bosses) at both the ACO level and RCC level
Identified and resolved problems during the daily IT schedule and was able to clearly communicate what the problem was and what the appropriate action was
Required to file documents for devices being returned by and given to other employees while also checking device for all necessary accessories.
Assisted in opening the IT department on daily basis (M-F 7 am) when on day shift.
When on night shift (5 days a week closed at 9:30 pm), assisted in closing the department on a nightly basis
Was sent to set up another IT department and installed workflow procedures
Provided interim ITM support. Trained and assisted incoming ITM/IT staff.
Advised ACOMS/RTs/Managers on policies and procedures.
Recruiting Manager
Worked 40 hours a week starting August 2020 to end of appointment
Responsible for 10 field employees (recruiting assistants), 1 office supervisor (OOS), and 6 office clerks
Assigned work and dealt with issues that required talking to upper management and other departments
Attended events to evaluate and meet field employees
Created and implemented more efficient processes for scheduling the recruiting assistants (RAs) under our office and other offices
Set schedules for recruiting department
Delegated recruiting tasks to both the OOS and clerks
Attended management meetings and implemented what was discussed
JOB HISTORY
Recruiting Manager U.S. Census Bureau Salem, OR 08/20 to present
Clerk/OOS U.S. Census Bureau Salem, OR 05/19 to 08/20
Customer Service Rep Harry & David Medford, OR 10/12 to 01/13
Cashier/Stocker McLanahan’s Student Store State College, PA 09/06 to 07/07
Sales Representative Bank of America State College, PA 09/05 to 07/06
EDUCATION/CREDENTIALS
Penn State University BS – Criminology State College, PA 2007
References Available on Request
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