Technical Support Customer Service

ROBERT T. SAFLARSKI

*** ***** ****** *****

Wheeling, IL 60090

***.*********@*****.***

A challenging position combining Technical Support and Customer Service and where I can utilize my proven communication, organizational, and administrative skills in the technological areas of Information Technology.

SUMMARY OF QUALIFICATIONS

●Three plus years of technical support using Honeywell Prowatch, HDCS, AVA Cameras, Alarmnet 360

●Eleven years of successful experience in Technical Support and Customer Service in the Education Field.

●Hands on experience with multiple hardware and software utilizations and Operating Systems including Microsoft Windows, Mac OS, iPad, and other mobile devices.

●Administration experience using Active Directory, Zoom, Microsoft Office 365 and Teams meetings.

●Consistent record of increasing customer satisfaction through planned contact.

●Completed CompTIA A+/Network+ certification training. Completed Cisco CCNA certification training.

●More than sixteen years of successful experience in retail and wholesale sales with strengths in integrating technology with customer interaction.

PROFESSIONAL EXPERIENCE

Security Technical Support

Active Alarm Company, Lake Zurich IL. 3/21 – present

●Responsible for main technical support for the company’s largest customer, Oak Street Health

●Responsible for updating and maintenance on Honeywell ProWatch for that customer

Help Desk Analyst

Township High School District, Buffalo Grove IL. 8/20 – 3/1/21

●Responsible for training of new students, staff and faculty on using all of District 214’s classroom and office technology including iPads, MacBook Air and Konica Minolta Copiers

●Responsible for Tier 1 and 2 customer support and issue escalation. Provided support for over 2000 end users

Help Desk Analyst

Trinity International University, Deerfield, IL. 10/2009 – 9/2020

●Responsible for procurement and management of 50+ printing devices across university campuses for over 1100 end users. The lines included Canon Image Runner Advanced and HP LaserJet’s

●Was named Employee of the year (Wayne J. Kijanowski Award) Dec 2018

●Responsible for training of new students, staff, and faculty on using all TIU’s classroom and office technology

●Successfully completed work for A+, Network + and CCNA

●Responsible for Tier 1 and 2 customer support and issue escalation for 1500 end users across 4 campuses.

●Successfully maintain a 92% one call resolution rate.

●Worked with Technical Support and Networking Administrator on numerous in-house projects including recent migration of 6000+ accounts to Google Apps

●Responsible as user liaison during recent campus conversion to Google Apps.

●Responsible for maintaining the Informational Technology Web Pages of TIU.edu

Technology Support Specialist – part time

Elmhurst University, Elmhurst, IL 02/20 - 03/21

●Responsible for Tier 1 and 2 customer support and issue escalation and currently support over 1300 end users

EDUCATION

Wm. Rainey Harper Community College

Associate of Applied Science program- Major: Electronics Minor: Math, Computer Science

CompTIA A+ and Network+ Certification-2009 and Cisco CCNA certification classes 2016. Completed several professional skill enhancement seminars and workshops. Fields covered were the use of computer technology, sales, and customer relations.

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