Call Center Customer Service
Resume:
David A. Rhodes
Experienced call center/IT help desk manager/Tech support specialist
San Dimas, CA 91773
*******@*****.***
Seeking part time, contract, on site or remote work, utilizing 30 plus years of leadership, customer service, technical support, analytical and organizational skills.
Authorized to work in the US for any employer
Work Experience
Technical Specialist
City of Pomona - Department of Finance - Pomona, CA
July 2022 to Present
Purchasing specialist - Office technology, supplies, materials, equipment and services for City departments. Manage order processes.
Support software tools/interface/account management: FMSIII, Bid Planet, Amazon Business, Office Depot Business Solutions.
Receive and review all requisitions; verify requisition documentation, check accuracy and confirm funding sources,
Manage city mail and package delivery services. Interface with USPS, UPS, FedEx and other delivery/courier services.
Manage city print services via contracted vendor; order processing, funding verification, vendor interface.
Programmer Analyst V (Citywide Help Desk Manager)
City of Los Angeles - Information Technology Agency - Los Angeles, CA
November 1990 to December 2020
Managed the Information Technology Agency’s, Citywide Help Desk staff of eight to twelve technical support members. Team managed telephone calls, electronic service requests and emails from 5,500+ primary (first level) clientele and supported 40,000+ city employees on a secondary level via their internal support staff.
Primary liaison with city contracted vendor, managing a 7.5 million dollar contract for city wide hardware maintenance/repair of 100,000+ city owned IT assets (desktops, laptops, servers, storage devices and printers).
Managed asset life cycle/refresh process for IT department, City's elected offices and departments that had no internal IT staff. Managed city wide computing asset inventory in Service Now database, including change management and report generation for public safety offices (Police, Fire, Emergency Management and their internal IT support teams).
Managed city wide access to Google Workspace tools and Microsoft Office 365, including account password resets, account setups and user attribute modifications.
Primary customer service survey/feedback developer for IT department using Survey Monkey and Google Forms.
IT department liaison with City's Emergency Operations Center in support of citywide issues impacting our government services, (COVID-19, earthquakes, wildfire and storm related issues) and citywide tactical alerts (celebrations, protests, street closure/traffic issues, etc.)
Full retirement on 12/5/2020
TICOR - Network Coordinator
Ticor Realty Tax Services - Diamond Bar, CA
June 1987 to November 1990
Primary liaison with Southern California/Nevada/Arizona government authorities (counties, cities, special districts) to obtain property tax record data to process on behalf of our customers (banks, savings and loans, credit unions, etc.) that had impound accounts with borrowers.
Education
Diploma in Computer Systems and Programming
Computer Learning Center - Los Angeles, CA
February 1986 to September 1986
Bachelor's degree in Physical Education, Recreation and Leisure Studies (Minor: Public Administration and Finance)
California State University-Los Angeles - Los Angeles, CA
October 1979 to March 1984
Skills
Do you have any of these top skills employers are looking for?
SAP
Oracle
Market research
ERP systems
Supply chain
Purchasing
Supply chain management
Budgeting
Dismiss
Help Desk
-
10+ years
Vendor Management
-
10+ years
Active Directory
-
5 years
Disaster Recovery
-
10+ years
English
-
10+ years
Technical Support
-
10+ years
Microsoft Windows
-
10+ years
Operating Systems
-
10+ years
Microsoft Excel
-
10+ years
Customer service
-
10+ years
Asset management
-
10+ years
Inventory control
-
10+ years
ServiceNow
-
4 years
Survey design
-
10+ years
IT Support
-
10+ years
IT
-
10+ years
Computer Networking
-
5 years
Microsoft Windows Server
-
5 years
Information Security
-
3 years
IT service management
ITIL
Basic math
Math
Contracts
Contract negotiation
Procurement
IT sourcing
Certifications / Licenses
Certified Help Desk and Call Center Manager
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