Customer Service Data Analyst

ROBERT ALOYSIUS ARNOLD

Coraopolis, PA, ***** 412-***-**** ***@****.***

IT CONSULTANT IT SUPERVISOR

Accomplished, dynamic and analytical IT Specialist with a wide and varied knowledge of technical systems, databases, management, and customer service. Proven track record of success in dealing with clients on all levels consistently exceeding client expectations. Effective leader, communicator and problem solver with a consultative and structured approach to time-driven solutions.

SKILLS

Planning Documentation Organization Working Independently Multitasking Attention to Details Consulting Training Training Materials Development Customer Service Creativity Problem Soling

TECHNICAL SKILLS

Network

Basic network troubleshooting, working knowledge of ISO model

SolarWinds, Datadog, Wireshark, SiteScope, and Scrutinizer. Thing Worx.

Windows

Basic Windows troubleshooting.

Virtual Server CPU, storage, memory

Microsoft Office Visio, Windows 2000, 2003, XP, Vista, 7,8

EXPERIENCE

Supervisor, IT

Thermo Fisher Scientific

08/21 – 07/23 Pittsburgh, PA

Successfully supervised a professional IT team addressing daily corporate and employee needs i.e., scheduling, training and 24/7 support.

Participated in the development of a million-dollar investment to improve Smart Connected Services processes resulting in upper-level management approval to be implemented worldwide.

Spearheaded a campaign to collect missing customer contact data by investigating all sources thereby increasing customer contact information by 1000%.

Recognizing team communications issues; developed customer interaction training programs allowing team members to comfortably interact with domestic and foreign customers, increasing positive customer feedback by 200%.

Developed training materials that provided insight with company tools and products, ultimately raising team confidence levels, dramatically improving team efficiency.

Constructed approved master control documents such as SOP and work instructions for Smart Connected Services (SCS) while participating in project development with senior management.

Monitored telemetry of customer assets, utilizing Thingworx and Splunk to determine asset health; sent notifications when issues appeared offering troubleshooting procedures.

Robert Aloysius Arnold ***@****.*** Page Two

IT Specialist

RAI

02/2009 – 08/2023 Pittsburgh, PA

Diagnosed, troubleshot, and resolved hardware, software, or other network and system problems, and replaced defective components when necessary to complete client projects.

Successfully managed, trained and directed multiple teams for large and small IT installation and repair projects.

Developed relationships with customers earning trust and respect resulting in a continuous increase in business flow.

Maintained dedicated and efficient procedures to ensure communication operations for critical mobile data vehicles for remote sites in five states gaining customer confidence when issues developed.

Data Analyst

QBE

02/2012 – 08/2013 Moon Township, PA

Verified Condominium Flood Insurance policies and payments. Used various research sources to acquire most current policy information.

Provided due diligence to ensure accurate and timely documents using SQL queries.

ADDITIONAL RELEVANT EXPERIENCE

Bear Stearns, Schaumburg, Il

Account Executive

Conferred with potential customers regarding financing needs and advise customers on types of financing available. Monitored customer preferences to determine focus of sales efforts. Advise clients on market conditions, prices, mortgages, legal requirements and related matters.

Represented company at trade association meetings to promote products.

Received numerous awards at regional and national levels for recognition in sales and customer satisfaction.

RAI Chicago, IL IT Contractor

Managed daily projects and scheduling of several teams. Managed new and existing accounts. Generated new business. Completed projects for various clients.

Switched standard ballast lighting systems to electronic decreasing electric usage by 25%.

EDUCATION

Bachelor of Science (BS), Information Science and Technology /Application Integration

Penn State University-State College, PA

Associate of Science (AS), Information Science and Technology

Community College of Allegheny County – Pittsburgh, PA

Associate in Specialized Technology / Electronic technology

Penn Technical Institute

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