Manager Software

John C. Stine

*-**** ** ***** ****** E, Toronto, ON, M1L 1W3 416-***-**** Email: *******@*****.***

Objective:

As a highly motivated and accomplished customer relations professional with over 15 years of intensive experience in a dispatching and customer support environment, I am eager to introduce my credentials and the kind of contribution I can offer to your organization.

Qualifications:

Intensive knowledge in multi-tasking, trouble-shooting and efficient problem resolution

Excellent at diffusing potentially volatile situations

Ability to communicate clearly and concisely in order to solve issues

Very comfortable with adapting to proprietary software

Excellent record-keeping and organizational skills

Experience with dispatching and effective communication

Professional Experience:

Dispatcher, Rogers Communications, 2011 – Present

Monitor location of technicians to make sure of appropriate staffing according to district

Make contact with customers when rescheduling appointments

Communicate with technicians throughout the day to ensure work completion

Close and open service calls with applicable notation

Process and evaluate information received, prioritized calls and dispatched required staff

Call Center Specialist, Compass Group Canada, 2007 – 2010

Dispatched technicians to sites with faulty equipment and follow up on status

Dispatched housekeeping to sites needing servicing

Trained new employees on operation of proprietary software

Ran reports on open and completed issues

Worked onsite as temporary employee for BCHydro assisting with dispatch and space planning

Collected and input mechanical inventory for several BCIT campuses

Composed documents outlining operating procedures

Call Center Specialist, Apogen Technologies, 2006 – 2006

Provided software support for 3000+ Windows NT and XP clients

Assisted with proprietary software for NIST

Used Remedy Action Request system for call tracking

Provided loaner laptops for clients on travel and assisting with offsite access via laptop

Assisted clients logging into NIST network from home

Created and modify passwords for clients’ accounts

Systems Analyst, Systems Plus, 2004 – 2006

Provided software support for 3500+ Windows NT and XP clients

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Assisted with usage, installation and troubleshooting of software, both commercial and proprietary

Used Remedy Action Request system for call tracking and generation of reports

Assisted clients with hardware problems including all peripherals such as printers, scanners, modems, keyboards, speakers, external drives and laptops

Dispatched technicians to troubleshoot issues pertaining to hardware and software

Acted as team lead in a call center with 8 other technicians

Monitored number of open tickets and progress of tickets

Worked with employees to plan scheduling of breaks and hours to ensure adequate coverage of help desk

Acted as back up to department manager

Assisted with interviews of prospective employees

Systems Analyst, RGS Associates Inc., 1999 - 2003

Provided software support for 6000+ Windows 9x, NT, 2000 clients

Assisted with usage, installation, and troubleshooting of software

Used Remedy Action Request System for call tracking

Updated and maintain Remedy database for call tracking and asset management

Provided one-on-one software instruction

Assisted clients with hardware problems including all peripherals such as printers, scanners, modems, keyboards, speakers, external drives and laptops

Dispatched technicians to install printer cartridges or to provide face to face support for clients

Used Novell Administrator and User Manager for Domains

Calculated daily and weekly statistics for NAVSEA Call Center

Acted as supervisor for call center with 10 employees

Monitored tickets to make sure they are taken care of properly and efficiently

Planned employees’ breaks and work schedules

Assisted with interviews of prospective new employees

Education:

Cornell University, Ithaca, NY, Bachelor’s Degree

Applications:

Microsoft Outlook, Word, Excel, SupportMagic, Remedy, Norton PCAnywhere, Intel LANDesk Management, Microsoft Systems Management Server Version 2.0, Paperport, Internet Explorer, Firefox, Adobe Acrobat, Eudora, Lotus Notes, TeamOps (proprietary to Compass)

Other:

Completed course in Project Management

Help Desk Institute Analyst certification

Completed and passed Remedy Administrator certification course

WHMIS certified

References Available Upon Request

Contact this candidate