Customer Service Technical Support Management

Dan Bogosian

<*********@*****.***>

Phone Number:

Cell: 518-***-****

Address:

*** ****** **.

Schenectady, NY 12306

Objective

Utilizing over 25 years in corporate customer service: including support management, field support services, technical writing, training management, office management and level I, II,and III technical support

Relevant

Experience

TransactCampus/Quickcharge Menands, NY

Manager of Support

Dec 2015 – Present

Current Manager of Support for Quickcharge, powered by Transact Campus. Responsible for support technician service levels (Case and Phone), CSAT, QBRs for General Manager/COO, team hiring, terminations, career development, performance reviews, daily team huddle, work from home hybrid plan, IVR and IVA testing, Remote Support testing, RMA processes, Zen Desk self-help articles, scope of support, ‘QC Assist’ support invoicing and team revenue generation, OKRs.

Promoted to Director of Support Services in May 2023 for a leader in Point of Sale (POS) systems nationwide. Responsible for helpdesk team of 14 technicians. Remained Quickcharge Manager during and following merger with Transact Campus October 2024.

From December 2015 – May 2023 filled the role of Senior/Lead (Level III) Helpdesk and Implementation Technician. Responsible for software and hardware installation, software and hardware troubleshooting and repair, database integrity, knowledge base building and server maintenance for 200 customer accounts including hospitals and Fortune 500 companies, by accessing their network domains and our AWS and Prime Care cloud servers.

Responsible for time sensitive data involving payroll deductions for employee expenditures. Responsible for building customer employee import interfaces and payroll export interfaces using MDB and SQL expressions.

Responsible for building MS scheduled tasks used to automate: the processing of employee payroll, converting payroll files, importing employees into our application, running, and emailing reports.

Build MS services and registry keys for credit card processing.

Using VDI, installed and maintained four different virtual desktops responsible for maintaining security while accessing over 100 different customer account servers using over 10 different Enterprise VPNs provided by each customer IS, allowing me access to provide installations, support, maintenance, updates, migrations, and functionality improvements.

Lead collection of usage statistics through server access and database queries, used as the primary resource for the sales team to draft new maintenance contracts.

Manage all customer POS terminal hard drive gold loads, staging hard drives for new installations or hardware depot replacement. Devised a site hard drive cloning and system backup initiative, reducing downtime and man hours during hard drive replacement.

Devised the after-hours call rotation of all 14 technicians during initial hire, creating the structure for 24-hour support still used today.

Maintain the highest level of customer service, while writing and sharing case notes that have become the primary basis of our team in answering reoccurring or similarly solvable questions.

3M Traffic Safety and Security Division Latham, NY

Helpdesk Manager

Jun 2010 – Nov 2015

Helpdesk Manager for the New York State Office of Temporary and Disability Assistance Automated Finger Imaging System (NYS OTDA AFIS).

Hiring manager, personnel scheduling, training, supervision, career building and mentoring. Responsible for payroll and time management of hourly staff (9 employees): Minutia Analyst department, Project Coordinator, and Helpdesk department.

Manage installations, relocations, removals, uptime and downtime of all AFIS workstations (150 locations, 181 workstations, 1,000 supervisors/operators) and Wireless Mobil Ident III (MI3) biometric recording devices (73 locations, 149 mobile devices, 2,000 operators) within New York State. Responsible for all hardware and software maintenance, repair, replacement, physical and virtual inventory. Led the refresh of all 181 physical desktop PCs, Printers, Cameras, and Biometric Readers in year 4 of the project.

Led MI3 phase during R&D, implementation, deployment, and operational/maintenance period, including: software build installation and testing, software design change requests, hardware and software distribution, quality assurance of all hardware and software, and operative quality control. Wrote all: technical and user documentation, knowledge base building and uniformity, site survey, build sheet, and maintenance document design. Training/Presentation documentation includes: technical, operator, internal, subcontractor technician, and after hours support.

Recognized by 3M as “Master of Helpdesk” in 2011 Employee Review. Responsible for all helpdesk internal training. Responsible for AFIS change request testing and quality control. Lead Technical Writer. Authored documentation including, but not limited to; technical guides, technical presentations, end-user presentations, user manuals, test guides, test scripts, test templates, change request forms, software change notices, site surveys and co-wrote the system acceptance test plan that allowed 3M Cogent to recognize revenue from NYS. Responsible for managing and monitoring the biometric security clearance of all office personnel.

Primary support and Latham office contact for all project stakeholders (3M, HRA CAS, MIS, CMA, ECS, OTDA, ITS, NPA, ECS, PCM SARCOM, Adams Express, RTCs).

3M Healthy Living Coordinator (2013 – 2015):

Responsible for presenting, reporting, and notifying office of the 3M healthy initiative. Office required to meet an 80% participation rate. Office earns rebate and staff reduces their insurance costs through program.

Performing duties outside of scope:

Responsible for AFIS Workstation trainings (in absence of functional Trainer). Trainings occur on site at any of 59 upstate county locations and one NY, NY central training center. (Office had no functional Trainer from 1/14 through 9/14)

Responsible for Project Coordination (in absence of functional Project Coordinator) by:

Performing office purchasing, ordering office supplies, providing minutes for a weekly status meeting, paying invoices, opening purchase orders, opening and closing office accounts, serving as primary liaison for building manager and maintenance. (Office had no functional Project Coordinator from 5/14 through 4/15)

Responsible for Project Management tasks by:

Writing, delivering, and presenting weekly status reports, change request reports, and active issues reports during weekly status meeting with NYS OTDA customer. Write and provide MS project plans to customer and team (in absence of functional Program Manager). Program Manager works remotely, and visits Latham, NY office once every 5 weeks.

The College of St. Rose and Living Resources Albany, NY

Adjunct Professor – Fitness Instructor

Apr 2009 – Dec 2015

Adjunct Professor and Fitness instructor in the College Experience Program (CEP), funded in partnership by Living Resources and the College of Saint Rose to educate young adults with special needs, and foster the ability to live independently. Student body of nineteen. Construct food plans, provide nutritional advice, grocery store guidance, devise exercise programs, and counsel students. Facilitate and nurture an environment which rewards teamwork, dedication, hard work and kindness through customized fitness programs, fitness games and food management.

Dan’s Fitness Capital Region, NY

Entrepreneur/Owner

Apr 2009 - Present

Owner and operator of dansfitness.org. Offsite / in home personal training, focusing on bodyweight exercise, stretching, boxing fitness and food management.

Send Word Now Schenectady, NY

Customer Support Manager

March 2008 – June 2010

Responsible for the training and mentoring of the customer support team. Active participant in the department hiring process. Manager of 87 global accounts, from Fortune 100 companies to local municipalities, with the leader in SaaS Emergency Notifications, On-demand Alerting, and Response Services. Portfolio included leaders in Education, Manufacturing, Retail, Financial, Energy, Transportation, Government, Pharmaceutical, Entertainment and Media. Trained and implemented customizable software features and alert notification lists. Exclusive trainer of the mobile device application. Primary writer of knowledge base, best practices, and training documentation for clients and internal staff.

IntraLinks, inc. New York, NY

Training Associate/Service Delivery

Nov 2002 – March 2008

Trained and supported global clients on the design and building of IntraLinks digital “cloud based” workspaces. Functions included adding participants, uploading, organizing, updating and accessing confidential and classified files, which had major impact on; global markets, government decisions, and pharmaceutical drug releases. Managed the weekly importing and exporting of life sciences pharmaceutical reports, including training and testing the Mumbai team. Writer of instructional documentation. Trained internal support staff. Certified and mentored new hires. Led database cleanup of bad data. Assisted in Quality Assurance and Quality Control. Global clientele from five business platforms; syndicated loan deals, merger and acquisition negotiations, private equity reporting, corporate services and pharmaceutical organizations.

Nelson Information – Thomson Financial

New York, NY

Help Desk Lead/ Support Services

March 2001 – November 2002

Supported and trained customers on CD-ROM applications; Nelson’s Institutional Marketplace, Nelson’s Directory of Investment Managers, Plan Sponsors and Pension Fund Consultants on CD, and IRA Analyst. Assisted product development in the initial web-based version 1.0 of the Marketplace application. Provided online demonstrations and trainings on all products and services. Processed and ran FTP to send files to buy-side and sell-side data collection firms on a scheduled basis. Responsible for controlling and maintaining data export schedule. Trained internal customer support and data export employees.

Camdens, Inc. White Plains, NY

Sr. Customer Support Rep

Sep 1999 - January 2001

Created presentations for sales team. Trained support reps. Wrote training manuals for support reps and sales team. Fulfilled customer orders and requests. Quality Control and Assisted in the Quality Assurance of web store and customer service policy.

Education

SUNY Binghamton College

2015 - Lean Six Sigma Green Belt

SUNY Purchase College, Purchase, NY

1997-2001 BA History earned in 2021

Westchester Community College, Valhalla, NY

1996-1997 A.A. Humanities

AMFPT Certifications

Personal Training, Sports Nutrition, Senior Fitness

American Safety Training Institute

CPR and AED Certified

Technical Skills

Operating Systems

Microsoft Windows 95/98/4.0/2000/XP/Vista/7/10/11, Server 2012, 2016, 2019, MS-DOS

Project Management

Microsoft Project

Microsoft Visio

Miro

Word Processing and Publications

Microsoft Word

Adobe Acrobat and Reader

FoxitReader

PDF Redirect

Spreadsheets, Analytics, Databases

Microsoft Excel

Microsoft Access

Minitab

SQL Server Management Studio

MYSQL Workbench

Query Analyzer

FoxeBASE Query

Crystal Reports

Presentation

Microsoft Teams

Slack

Zoom

Microsoft PowerPoint

Citrix gotomeeting

GotoAssist

Bomgar/Beyond Trust

Microsoft Placeware Live Meeting

WebEx Meeting

Skype for Business

TeamViewer

Graphic Design

Adobe Photoshop

Gimp 2

MS Paint

MS Snipping Tool

Greenshot

Email

Lotus Notes

MS Outlook

Google Calendar

Other Software Skills

Zendesk, Five9 phones, Confluence, Jira, PagerDuty, Concur, Dynamics D365, Salesforce, Avaya IP Office/Manager and Voicemail Pro, PS Tools, WinSCP, UGM, Remote Desktop Assistance, Microsoft Windows Server Domain (Active Directory, DHCP, Windows Update, Group Policy), Windows Server Manager tools, Windows Backup and Restore, MS SCCM, VMWare, Cisco VPN, Microsoft Virtual PC, Symantec Ghost, Intershop-Enfinity, SystemCare, Remedy, Great Plains Dynamics, Right-Now, Best Practical RT, GLPI, Proprietary applications by; Nelson Information, IntraLinks, Send Word Now, 3M Cogent and MM Hayes, inc, and Transact Campus

Hardware

Familiar with Wireless, Mobile Devices, Routers, Access Points, Switches, Print Devices, Web and Email Filters, Monitoring Devices, Office Phone System Management, Proprietary 3M Cogent Biometric Scanners, POS Systems

References

References can be made available from Transact Campus, MM Hayes inc., 3M Cogent, NYS OTDA, HRA CAS, NYS Residential Treatment Centers, the College of Saint Rose, Living Resources, Send Word Now, Send Word Now clientele portfolio, IntraLinks, inc,,Thomson Financial.

Contact this candidate