IT, Project Coordinator

Christopher L. Blanco

Henrico, VA 804-***-**** **********@*****.***

Professional Summary

Customer service-focused Technical Support Specialist with over 10 years of experience in help desk environments. Highly adept in systems analysis, diagnostics, troubleshooting, and conflict resolution. Worked with cross-functional technical teams to execute and deliver major technology initiatives and services. Highly effective communication facilitator and contributor to key partnerships, projects, and collective team objectives. Exhibits excellent organizational and problem-solving skills. Works well in team environments and displays a strong work ethic.

Skills

●Analytical and diagnostic skills

●Unisys, Unix systems

●Microsoft Office Suite proficiency

●Quality Assurance

●Working knowledge of software testing and training

●Oracle and Cloud Based Dashboards

●Product and service expertise

Work History

TLC2 Fulfillment Universal, 2015 to Current

Comcast Cable – Richmond, Virginia

●Provided first-level technical support to end users on proprietary software and applications, including installation, basic usage, and appropriate service level.

●Performed troubleshooting techniques over the phone or via web messenger to identify and resolve issues.

●Improved team tracking using excel and analytical tools to enhance data collection, analysis, and reporting.

●Manage and lead morning team calls on workflow and status.

●Utilize various systems to build, modify and reschedule work orders to resolve customer escalations in line with established protocol and performance metrics.

●Established patterns to recurring issues and provide input to the development team. Assist in training.

Receiving and Dispatch, 2012 to 2015

Dynamex – Virginia

●Coordinated materials management throughout all stages from dispatch of drivers to warehouse receipt.

●Adhered to quality control procedures, audited sales representatives, and documented quality checks.

●Managed warehouse stock and equipment inventory kept levels up to meet customer needs and tracked and recorded inventory spending and product flow.

●Created spreadsheets, invoices, and estimates with company SAP software.

Consultant, 2006 to 2012

NeighborCare Pharmacy – Virginia

●Oversee pharmacy dispatch of medication to the appropriate drivers for delivery.

●Ensured on-time delivery of prescriptions through the coordination of remote drivers in alignment with Pharmacy service level agreements (SLA).

●Management, creation, and modification of delivery driver schedule to drive efficiency based on key metrics.

Team Lead, 2003 to 2006

Pitney Bowes – Richmond, Virginia

●Oversee day-to-day operation for a team of 15 employees.

●Responsible for the preparation, documentation, and analysis of management information of key performance indicators (KPI), to ensure targets set by business objectives were met.

●Provided monthly, quarterly, and annual financial forecasting reports.

●Documented, assessed and tested business process flows and control activities to achieve quality assurance.

Information Technology Lead, 1994 to 2003

Capital One Financial Corp. – Richmond, Virginia

●Managed a team of 16 Operators and Rendering Coordinators responsible for processing credit card statements utilizing IBM 4000 Turbo Printer.

●Oversaw the change control and release management processes for all technology and infrastructure enhancements.

●Maintained and continually monitored Disaster Recovery Plan and Management Control Program.

●Initiated incident management trouble tickets to address and resolve customer-related incidents.

Education

Associates of Science: Business Administration, May 2023

J. Sergeant Reynolds Community College - Virginia

Certifications

●A+ Certified, DOS, Microsoft Office

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