VALERIE BUSCH

** ******* *****, **** *** Hillsborough NJ

609-***-**** ·

adw1tz@r.postjobfree.com

SKILLS/QUALIFICATIONS

Dependable worker with over 10 years of hands on experience

Thrives in fast-paced environment, ability to multi task and be empathic to client’s issues

Versatile, quick learner who adapts well to new situations

Self-motivated, works well with little or no supervision

Excellent customer relations and problem solving skills

Knowledge of Window, MS Word, Excel, Peachtree Accounting System, ConnectWise Manage, AIM, Teams, Outlook, IT terminology and IT Glue EXPERIENCE

11/2019 – PRESENT

IT DISPATCHER/COODINATOR

ATLANTIC TOMORROWS OFFICE

Provide answers and responds to all emergency or non-emergency calls

Assistance and relay all important information pertaining to the specific situation

Provide accurate details in each ticket – log all calls, incoming and outgoing

Answers to questions by retrieving information from necessary departments

Supervising the field technicians routes and prioritizing and organizing their daily schedules in ConnectWise Manage

Consult with supervisors and customers to resolve problems and requests for services

Preparing daily work such as schedules and making quick decisions on pulling technicians off jobs if required to be onsite

Constant communication with field technicians on status of onsite appointment, assist with further action is needed, such as sales or an engineer needs to be involved

Communication with internal departments when projects and engineering needs field services onsite in certain territories

Keeping and organizing work requests per departments

Contacting clients to coordinate out of territory services, for outsourcing to 3rd party vendor, creating work orders for Field Nation

Address issues and requests by transmitting information and providing solutions

Scheduling daily tickets that require geographical knowledge and proactively get field service to appropriate locations as quickly and effectively as possible

Review tickets track orders when tracking numbers are provided with in the tickets, ensure delivers were made and to dispatch accordingly

Move appointments or redirect technicians when it’s appropriate

Create cost efficient and safe routes for our technicians (take accountability for cost of parking and tolls)

2

Ensure technicians are equipped with all needed tools to succeed with onsite appointments

Communicate with clients with any unforeseen situations arrives such as arrival time/s have changed

Work fast and diligently when field technicians call out sick, communicate with client and reschedule when possible

Constant and steady communication with internal and clients on a daily basis

Consult with technician/s when after hours or weekend support is needed, understanding that different times demand more hours 4/2009 – 11/2019

IT OFFICE MANAGER/ADMINISTRATIVE ASSISTANT

GEAR 3 TECHNOLOGIES, LLC (AQUIRED BY ATLANCTIC TOMORROWS OFFICE)

Answered Phones and directed to appropriate department

Created tickets in ConnectWise Manage

Created invoices, performed accounts receivable, collections and bi-weekly payroll

Implemented and monitored Service Block Agreements for retainer clients in ConnectWise

Monitored and logged break fix clients SLA’s

Ordered and received all hardware and software, tracked packages as needed

Ordered office 365 licenses

Monitored SLA’s reviewed and renewed when expired

Filtered emergency and non-emergency requests

Monitored all domains, informed clients of expiration and renewed as requested

Provided excellent communication with internal, engineers, level I, II and III service technicians, project managers and vCTO’s via Teams and ConnectWise ticketing system

Monitored field service, installation, project boards in ConnectWise, scheduled technician’s for all boards

Collaborated with sales, project coordinator, vCTO’s to ensure all necessary documents are attached to tickets, including configuration sheet and project SOW

Created work orders for Field Nation, monitored their board and updated ConnectWise with detailed resolutions

Released payment to Field Nation once ticket was completed ADDITIONAL WORK EXPREIENCE

Receptionist/Administrative Assistant – Delaware Valley OBGYN, 4/02-12/03

Customer Service/Dispatcher – Cool-O-Matic Heating & Air, 9/01-3/02

Customer Service/Event Coordinator – Raritan Computer Inc., 11/99-9/01 EDUCATION

X-RAY TECHNICIAN CERTIFICATE, LIFE COLLEGE, GA

LEGAL SECRETARIAL CERTIFICATE, SOMVERSET COUNTY VOCATIONAL INSTITUTE, NJ

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