Customer Service Call Center

Dwight L. Menchion

**** ********* **, *******, ** 33510 ·

Cell: 813-***-****

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

SUMMARY OF QUALIFICATIONS

Skilled in the role of End User Support, Customer Service and Face-to-Face and Phone Sales.

Call center Supervisor Experience

EDUCATION & TRAINING

Brewster Technical Graduated 2009

Brandon High School, Brandon, FL

Graduate

Insight Global – Tetratech

-Enterprise Service Support Tampa, FL. (5/13/2024-9/18/2024)

This position was a Hybrid Role. I dealt with Tetratech PC, Mac, IOS and Android end users. We handled Active Directory issue, adding user to groups in for VPN access and Office 365 licenses. Installed different software for different users via SCCM. Ran Powershell scripts when needed. Handle Office 365 issues. Helped New and existing employees with MFA issues. Created VM accounts and setup RDP for users. I was also responsible for removing access to employee’s that have been terminated from employment. I also did VPN and Sharepoint troubleshooting. I added printers for users either through printer server or manually. Most of the user’s either were contractors for the US Military or DOD. Also, would have to go to the Tetratech office help with server cleaning.

Johnson Service Group-Moffitt Cancer Center

-Desktop Support Tampa, FL. (11/18/2019-02/02/2024)

Migrating PCs from Windows 7 to Windows 10.

Explain and document technical issues in a clear wat to end user’s.

Handle request and incident tickets through Cherwell Service Management.

Identify, log and resolve technical problems with software applications, PC hardware, printers and scanners.

Deploy and install desktops, laptops and docking stations, while practicing good cable management of computer systems.

Excellent Customer Service in Face-to-Face, Telephone or Electronic interaction with Customers, Good language, communication and problem-solving skills.

Resolve requests and incidents within SLA guidelines.

TEKsystems-Dell-Ford

-Windows 10 Migration Support Tampa, FL. (08/19/2019-08/28/2019)

This was an 8-day contract position.

While on a contract for TEKsystems working for Dell I was responsible for helping my team do a Microsoft Windows 10 Migration at the Ford Financial building in Tampa, FL.

My duties included building monitors out of the box, backing up end user’s domain accounts, and replacing the monitor and workstations and restoring the domain accounts for the users.

Think Anew

-Desktop Support Associate Tampa, FL. (11/08/2018-06/14/2019)

While working at Think Anew I answer support calls and emails from Nurses, CNA’s and other employees of nursing homes and assisted living facilities.

Working here I am responsible for handling support calls and email through the Auto Task Ticketing System.

I watch the facilities for critical alert, in which we would have to call the ISP and conference in the facility to find out why a switch, router, AP or PBX is down.

I would create and support Active Directory Accounts and SCCM.

I was responsible for setting up and supporting printers for customers. Printer brands like: HP, Canon, Xerox, Konica Minolta, Kyocera, Ricoh.

I would get calls to support: Windows 7 to Windows 10 Migrations. Handled Citrix Files setup and Support, VPN Setup and troubleshooting, Virus/Malware Support, Check Scanner support, America Health Tech (AHT) Passwords, locked accounts and server errors and Configure Scan to email.

Working at Think Anew I am also required to work on call shifts on the weekends and some nights.

I some case the PC issue is a hardware issue and cannot be repaired over the phone, we have the customer ship the device to us for repair.

Pomeroy Infrastructure Optimized

-Service Desk Support Analyst Tampa, FL. (11/8/2017-06/15/2018)

Used Service Now ticketing system to created and update tickets and handle un-assigned tickets for SLA and escalation purposes.

All responsibilities included answering inbound calls from bank associates, creating support tickets and calling associates back to support issues and closing tickets.

Resumed-unlocked passwords and logins for applications like Mainframe, FDR, RDS, Global Plus, Intrader, Proof Point, and WebEx Assistant.

I also did password resets for Good Mobile and RSA Security.

I was also responsible for helping UMB associate get connect remotely though the VPN.

I also supported Outlook, Excel, Active directory, Windows, Citrix and SCCM.

Sometime associate needed guest WIFI account created for guests.

Troubleshooting experience with MS Office 2010, 2013, and Office 365.

Convergys, Tampa, FL. (12/20/2016-06/25/17)

-Client Support/Floor Walker

While working for Convergys I was responsible for providing client support to H&R Block retail and online clients, while following the correct path to best help the client.

Provide floor support and help associates on difficult calls or irate clients.

Originally, I started this position as a temporary employee through Kelly Services.

Staples, Brandon, FL. (01/29/2015-04/21/2016)

-PC Tech/Customer Service Sales

While working for Staples I was responsible for helping customers find the best printer, computer, laptop and or accessories for their favorite devices.

I would also handle pc repairs and or upgrades of both the hardware and software nature.

And while doing these responsibilities gave great customer service.

Moffitt Cancer Center-Desktop Support Supervisor: John Hurst 813-***-****

TEKsystems-Dell-Contact Manager: Jason Fair 586-***-****

Convergys-Team Leaders-Gus 612-***-****; Jose 813-***-****

Staples-Store Manager Tonya Czyz or Tech Supervisor Matt 813-***-****

Contact this candidate