Customer Service Technical Support
Resume:
David Keller
***** ************ *** #*, ******, FL 33928
**************@*****.***
Professional Summary
Experienced IT professional with a strong background in project coordination, customer service, and technical support. Skilled in managing low voltage projects, resolving complex issues, and ensuring high levels of customer satisfaction. Adept at coordinating resources, maintaining clear communication channels, and driving continuous improvement in service delivery. Core Competencies
- Project Coordination
- Customer Service Excellence
- Technical Troubleshooting
- Resource Management
- Issue Resolution
- Vendor Relations
Professional Experience
ProTel Communication
Low Voltage Service + IT / Project Coordinator
ProTel Communication, Fort Myers, FL February 2025- Present (1099 Contractor)
- Coordinate and dispatch service calls for telecommunications and IT support.
- Provide customer service and technical support to clients regarding phone systems, network issues, and related technology.
- Manage scheduling and communication between field technicians and clients.
- Assist with troubleshooting issues related to Microsoft 365, Microsoft Azure, and other IT services.
- Maintain accurate records of service requests, work orders, and job completion.
- Support installation and maintenance of phone systems, cabling, and surveillance Low Voltage Service + IT / Project Coordinator
Entech, Fort Myers, FL April 2017 – February 2025
- Manage full lifecycle of low voltage projects, including network infrastructure, telecommunications, audiovisual, and security systems
- Coordinate service requests, schedule appointments, and oversee technician activities
- Develop and maintain project plans, schedules, and budgets, ensuring timely completion and client satisfaction
- Serve as primary point of contact for clients, leading solution review meetings and participating in project planning
- Oversee bidding process, resource allocation, and vendor management for efficient project execution
- Prepare and present weekly status updates and service reports to stakeholders and management
- Maintain proficiency in reading blueprints, schematics, and technical drawings HIPAA Certified MSP Service Coordinator
ITVantage, Inc., Fort Myers, FL November 2011 - August 2021
- Acted as single point of contact for all client service requests
- Coordinated IT support groups to maximize utilization of billable resources
- Managed service request intake, scheduling, and dispatch according to SLAs
- Improved client service, perception, and satisfaction through efficient request turnaround
- Monitored resource schedules and reported utilization to Service Manager Senior Help Desk Analyst
Chicos-FAS, Fort Myers, FL - November 2012 - April 2017
- Provided Tier 1 and Tier 2 support for over 1500 retail stores
- Troubleshot POS systems, kiosks, networking, VoIP phones, and iPads
- Managed self-service tickets and achieved high first-call resolution rates
- Managed and coordinated urgent and complex support issues
- Developed and refined escalation processes to ensure smooth information flow
- Provided data and reporting of KPIs and trends to IT department and stakeholders MIS Manager
Hyatt Regency Coconut Point - August 2007- November 2012 As the IT Manager I was responsible for the effective operation and security of all information technology systems within the Hyatt Regency. This role ensures uninterrupted hotel operations by managing infrastructure, supporting users, and maintaining compliance with corporate and regulatory standards.
Managed and maintain hotel computer systems, servers, network devices, and all related IT peripherals. Coordinated installation, upgrades, and configuration of IT hardware and software. Ensured appropriate system access, user account management, and support for all hotel departments. Troubleshoot and resolve daily IT issues to optimize technology performance across guestrooms, event spaces, and administrative offices.
Maintain disaster recovery and business continuity plans. Implement and monitor cybersecurity policies and data privacy protocols in compliance with PCI-DSS and corporate requirements.
Manage IT inventory and documentation, including hardware, software, service contracts, and vendor relationships.
Support, train, and guide hotel staff on essential IT functions and emerging technologies. Senior Help Desk Analyst.
IBM/Maersk Data Morristown New Jersey. March 2000 - March 2007
- During this era, Help Desk Analysts were regarded as the critical first point of contact for IT issues, focusing on a blend of technical expertise and customer service. Key aspects included timely problem resolution, diligent record-keeping, and helping users evolve with changing corporate technologies.
- As a Help Desk Analyst for IBM/ Maersk Data during this era, my primary mission would have been to ensure the smooth operation of desktop and business-critical IT systems supporting both local users and, in some cases, global Maersk operations. This included providing front-line technical support, troubleshooting, and escalating more complex issues as needed.
- Receive and document incoming requests for assistance via phone, email, or in person. Accurately collect user details, system information, and the nature of the problem
- Diagnose and resolve hardware and software issues, such as PC and peripheral malfunctions, network connectivity problems, email configuration errors, and application performance issues[
- Identify problems that require escalation to higher-tier support or specialized teams (especially after Maersk Data’s acquisition by IBM in 2004). Follow up with users to confirm resolution and document completion of tasks
- Walked users through troubleshooting steps to promote self-sufficiency, answer ‘how-to’ questions, and create or update internal help sheets or FAQs to reduce repeat queries Education
Westfield High School 1987
High School Diploma
Upsala College East Orange NJ 1991 Bachelor of Business Administration (BBA) Chubb Institute of Technology Parsippany NJ 1999
Diploma in Network Administration
Contact this candidate