Customer Service Assistant Manager

Jackwin D. Thorner

***** **** ******* **.

Pearl River, LA 70452

Cell Phone: 985-***-****

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

SUMMARY

As having more than forty years experience in servicing many disciplines of electronic equipment, developed excellent customer service skills as well as maintaining excellence in customer satisfaction. As a technician, have proven success in technical repair of analog and digital equipment and a team player in a workgroup environment with leadership abilities. Have working knowledge of computer hardware and Windows operating systems and perform service work on computers and networks and have been in assistant manager positions several times managing fairly large groups of people. I was also an owner of my own computer service business for 6 years so have an understanding of that side of the business as a technician and a salesman.

WORK HISTORY

November 2015 – Present, Advanced Office Systems

Servicing and performing preventative maintenance on Toshiba copiers, Lexmark Printers and Hewlett Packard printers in the greater New Orleans area including the Northshore. Service both black and white and color devices both in copiers and printers. Got formal certification training from Toshiba. I handle primarily the major oil refineries in Meraux and NORCO but also serviced equipment in the Greater New Orleans area. Performed all task required and paperwork.

June 2008 – November 2015, ID Group Inc.

Installing and servicing security software and hardware components and also performing preventative maintenance on required equipment as required by the company. These components include printers, embossers, digital cameras and some older computer’s provided by the company. Maintain a parts inventory and do timely paperwork as required. I work from my home as this is my office because I am a remote technician with very little supervision. I maintain a big area as I work all of southeast Louisiana working mostly with IT personnel and also security personnel in hospital’s and most of the casinos and public schools in my area but other types of customers as well. Generate sales leads as required to upgrade outdated equipment and sell supplies as required.

February 2004 – June 2008, Contracting to National Account Companies, Charter Cable, and Self-employed

Since May 2004, signed on with national account companies to do contract work of installing network systems based off of Windows XP Professional and Windows 2000 Professional in a POS environment. While performing these installs, ran the high speed cabling and tested the systems after setup. Performed partition deletion and creation of hard drives on systems required and checked hard drive integrity before finishing work of installation. During this period, built and sold personal computers and installed various software in these systems and tested. Performed numerous service calls on computers in the residential and commercial environment with emphasis on viruses, adaware, and spyware. Repaired hardware problems as required including media backup and component replacement. Installed several wireless systems in homes and businesses and performed printer service as required. Diagnosed many problems with Internet connectivity and e-mail access. Presently contracting to Charter Communications as service technician.

April 2007- July 2007, Northpark Carwash Inc.

Hired as an assistant manager with company and learned and performed all aspects of the carwash business and taught new hires their roles as they were hired into the business. Observed all employees work habits daily and instructed. Performed all required paperwork and closeout of the books daily and made daily deposits. Handled quite large sums of money each day and performed customer service to customers who had complaints. Also performed maintenance on all equipment dealing with the carwash and had to mix chemicals daily for use in the wash.

July 2005 – January 2006, Precision Imaging Solutions

Performed service and preventative maintenance on networked printers in a hospital environment. Serviced Hewlett Packard, Lexmark and Xerox printers, both monochrome and color. Performed monthly meter reads on all printers and maintained an inventory of parts and supplies. Performed all paperwork required through e-mail. Kept up maintenance of company car, laptop computer, Hewlett Packard printer and company provided tools.

November 2003 – February 2004, Field Service Technician, Systech Inc.

Performed service and preventative maintenance on POS equipment at several national chain stores in Louisiana and Mississippi. This included registers, thermal printers, laser printers, dot matrix printers, computers and cabling in network environment.

July 2003 - October 2003, Field Service Technician/InstalIer, BEF Corporation

Responsible for installing and servicing Fuji Color Mini Labs at Wal-Marts and Sam's Club in Louisiana. This included several models of film processors and five models of paper processors. Responsibilities include installing/servicing the Alladdin Digital Media Processor as well. Used Windows 2000 Professional operating systems exclusively on this equipment.

October 2002 - July 2003, Field Copier Technician, Gulf Coast Office Products

Responsible for servicing and performing preventative maintenance on all the new digital line of Ricoh and Savin high volume copiers. Helped other technicians with problems as required.

February 2002 - October 2002, Customer Service Engineer II, Banctec Corporation Responsibilities include servicing and performing preventative maintenance on the IBM 3890 Document Check Sorters at Bank One and Whitney Bank. On 24 hr. call two days per week and took emergency calls during this period. Performed required paperwork and interacted with customers. Security clearance was required to enter the complexes.

June 2001 - February 2002, Field Copier Technician, Gulf Coast Office Products

Responsibilities included servicing and performing preventative maintenance on all digital Ricoh and Savin copiers in New Orleans metro area and the northshore. In a short time, developed good communication with customer base and drove down high call rate. Performed required paperwork.

March 1997 - May 2001, Lead Technician, Qualex Inc.

Responsible for servicing and performing call maintenance practices on Noritzu and Gretag Imaging one hour labs within a four state area. Performed maintenance on the digital Kodak Picture Maker as well. Improved customer satisfaction to immediate customers and met required expectations. As Lead Technician, responsible for ensuring other technicians had proper field training and knowledge of equipment serviced, handled irate customers and problem machines. Became somewhat of a field specialist on the new digital Gretag Imaging lab. Performed administrative duties as required and was an assistant manager for eight months overseeing the New Orleans operations.

September 1978 - March 1997, Senior Customer Service Engineer, Xerox Corporation

Performed service on Laser Fax machines, Low Volume Copiers, Mid Volume Copiers, and Upper Mid Volume Copiers. Developed excellent customer service skills through training and hands on experience and received numerous awards for Excellence in Customer Satisfaction. As Mid Volume engineer, was considered by my peers to be a field specialist. Field trained new service engineers after completion of school. Contracted to Xerox Corp. for about six months working exclusively on the Northshore servicing Low Volume and Mid Volume Copiers.

EDUCATION

Toshiba Laptop Certification, Toshiba University, March 2005

Personal Computer Repair Diploma, Foley-Belsaw Institute, October 2002 Advanced Electronic Diploma, Elkins Institute of New Orleans, November I977 Business Administration, Southeastern Louisiana University, 1974-1976(No Degree)

High School Diploma, Pearl River High School, May 1974

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