Customer Service Project Manager
Resume:
Nicole Ewig
Milwaukee, WI 53215
*********@*****.***
http://www.linkedin.com/pub/nicole-ewig/20/202/317
WORK EXPERIENCE
*/**-******* *****’s: Beverage Management
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Customer service, cash-handling and balance of money drawers
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Mix and serve drinks
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Inventory and analyze product sales for marketing
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Study online behavior to suit business needs
2/11-2/12 Manpower, Kohl’s Corporate: Store Systems Support, Consultant
•Work directly with service vendors to ensure accurate and timely service
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Help develop reporting mechanisms to measure service levels
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Assist the helpdesk department and end-users by performing a timely closure of assigned incidents
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Act as a liaison between retail stores and other IS teams
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Assist with various special projects including working with stores to track down missing equipment and verify equipment is being returned on a timely basis. Other miscellaneous projects
9/08-4/10 AT&T: Tier 2 Technical Support Specialist
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Support Specialist with AT&T U-Verse (IP based television, internet and telephone)
•Walked Technicians through connecting home LAN and wireless networks
•Use of various Windows and Apple operating systems
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Used past technical training to troubleshoot connectivity issues on multiple levels
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Worked with daily metrics on calls and monthly metric goals to which I exceeded levels
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Sales of upgrades and additional technical services
8/07-10/08 P.C. Cilicon Solutions: Contract Engineer
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Support for all major platforms of servers, hardware Maintenance
•Support for terminals, workstations, routers, cabling, VOIP installations, smart jack circuit testing, T1 installation and testing, support for all major server platforms
•Support workstations, POS equipment, parts replacement, wireless design and implementation, and on-site labor
1/08-5/08 InterConnect Communications: Data/Network Engineer
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Support for network and data for installation of Nortel IP or digital phone systems
•Support & Network analysis and configuration of equipment including IP phones, routers, switches and VPN connections. Management and implementation of Nortel telephone systems/voice mails, including hardware and software
•Troubleshoot network problems and installation of cabling required for proper network functioning including termination of cables, installation of patch panels, face plates and CAT5E cable runs
•Provide PC support for installation or configuration of software related to IP or digital phones
10/07-1/08 Elan Financial Services, U.S. Bank Project Manager
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Support for conversions of newly purchased credit card portfolios to Elan’s credit card program
•Prepared project implementation steps and documentation as appropriate; developed a conversion timeline; ensured a smooth implementation of project; maintained a formal conversion process
•Lead conference calls to identify conversion goals, project steps and procedures; foster cooperation and involvement from client and processor
•Identified and analyze conversion needs; develop project plans; ensure timeliness were met.
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Act as a liaison between the Elan Relationship Manager, client, internal contacts, ICS and processor
3/07-10/07 TekSystems, Kohl's Corporate: Store Software Support Analyst, Consultant
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Support for IBM techs on site on POS installs, troubleshooting networking problems, software & hardware issues, buyer relationships
•Support with assisting technicians with hardware installs verifying and adding MAC addresses, adding and deleting registers in Active Directory
•Support for server rebuilds, new store set up from construction to grand opening
•Support for outside vendors
07/06-03/07 BestWay Movers: Operations Manager
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Responsible for payroll, scheduling of staff, new customer set up, creating routes for move jobs
•Responsible for handling business accounts and booking estimates, setting up new pc’s for office moves
•Responsible for all marketing aspects, editing multiple websites, sales & dispatching
•Support of all office & monetary functions of the business
04/05-07/06 The Safe House: Manager
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Responsible for processing payroll, processing multiple financial excel spreadsheets and organizing employee data
•Support for balancing money throughout the establishment and overseeing all daily operations on the floor
•Support for back-up and maintenance of pc’s and servers
•Support of two different POS systems, including updates and upgrade of POS system
•Assisted with all marketing aspects and mass emailing
12/03-04/05 G.W. Jaws: Beverage Management
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Cash handling, customer service, balancing money drawers
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Mixing and serving drinks
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Opening and closing of establishment and other assigned duties
11/01-11/03 Whyte Hirschboeck Dudek, S.C: Applications Analyst, Tech Support
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Support for 200+ end users for software, hardware and networking issues
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Responsible for back up of all systems
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Windows XP rollout, imaging, setting up new servers
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Part of an entire office move into a new building, planning and implementing all systems
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Responsible for laptops, handheld devices, desktop computers, printers and cabling
EDUCATION:
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University of Phoenix, Waukesha, WI: 11/2004-05/2007
Bachelor of Science, Business Management
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Bryant & Stratton College, Milwaukee, WI: 09/1999-01/2001
Associate of Science, Information Technology
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