Customer Service Manager

Dwaine Fredericks

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

Brooklyn, NY 11234 Telephone: 347-***-****

EMPLOYMENT EXPERIENCE

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Planned Parenthood- New York, NY

Helpdesk Support,-1- 2 tier

• First point of contact to answer help desk inquiries within New York corporate office, as well as several affiliates’ offices.

• Provided excellent customer service while resolving day-to-day software and hardware problems,

also did basic administration of computer accounts and passwords.

• Monitor voicemail, e-mail messages and related information for support inquiries.

Will troubleshoot basic networking issues.

• Knowledge of Avaya telephone sets and Terminal Translation Initialization (TTI)

• Experience using “Ghosting” machines.

• Understanding of: VPN

• Troubleshoot printer, copier and fax issues. Replace toner cartridges.

Maintain inventory of PC equipment.

• Good phone etiquette and customer service skills

• Contact vendors for technical support, returns and repairs.

• Assist IT Manager in ongoing projects. Also set up machines for cloning using Acronis true image software and Microsoft Deployment System.

• Manage user’s accounts using Active Directory, and MS Exchange Console.

The Bachrach Group

DKMS Americas, - New York,NY 11/09 –02/10

• Managed vendor relationships, including but not limited to; office equipment, carriers and office supplies

• Dealt directly with customers either by telephone, electronically or face to face

• Knowledge of Patch Link and Vipre.

• Open, sort and route incoming mail, answer correspondence, and prepare outgoing mail.

Williams Lea; New York, NY 6/08 – 6/09

Temporary Office Assistant at Marsh and McLennan

• Responded to questions from callers and walk-ins, assisted faculty with any technology problems in offices

• Served as backup IT Tech, configured Pc’s also preformed retrieval of laptops, and projectors for meetings

• Able to adapt new technologies as fast as possible.

• Handle and resolve customer complaints

• Determine source of computer problems (hardware, software, user access, etc.).

• Prior experience and implementation of TCP/IP, DHCP and DNS

• Basic familiarity with firewalls, switches and routers

United State Military Service (Army) 08/97 – Present

Served thirteen years, and was promoted to the rank of Captain

ACCOMPLISHMENTS AND AWARDS

• Captain in the United States Armed Forces (ARMY). Successful completion of the Engineer Repair Course

• Received United States Armed Forces Award for Pride and Professionalism.

• Certificate for Outstanding Achievement for Dedication to Duty and Selfless service

• Received the Army Achievement Medal

EDUCATION

University Of Canterbury – Bachelor Of Information & Technology Degree 9/09

George Wingate High School; Brooklyn, NY – High School Diploma 7/96

SKILLS- Proficient in Microsoft Office Suite, Windows XP/NT/Vista/Win7. Blackberry/ Iphone Ipads (BES) Setup, and Video and Conference calling set up experience using Nefsis or Cisco Call Manager. Web browsing

Help desk software i.e “Track It” “Footprints”

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