Customer Service Manager

Richard Goffman

* ******** ****

Yardley PA *****

Home # 267-***-****

Cell # 267-***-****

E-Mail: ******@***.***

EDUCATION

****-**** ********* **********, ****** Certificate in Project Management

1987-1988 CHI Institute

1980-1983 Northeast High School, General Studies

SKILLS

Microsoft Windows, Excel, Word, Project, Visio, switches, bridges, servers, Knowledge of TCP/IP and Lan/WAN operations, Network Configuration Management Functions,

EMPLOYMENT

1995-Pres Service Manager, Applied Micro Systems

My Responsibilities Include:

Working with multiple cross-functional projects simultaneously

Attending meetings with IT technical leads

Planning new projects, including estimates, schedules and resource allocation

Understanding the scope of system projects and ensuring they are executed collaboratively with the business

Interfacing with many internal and external systems and individuals

Customizing of pharmacy systems for specific clients

Assisting office administrators with development of policy and procedures

Diagnosing client system issues including hardware, software and networking products

Investigating microcomputer software and hardware products for potential company use

Coordinating vendor on-site services

Ensuring prompt turn-around time of user repair or installation requests in a cost-effective manner

Maintaining relationships with vendors

Interviewing new vendors to maintain competitive pricing

Facilitating the work of employees by managing corporate, local, and wide-area networks, as well as related demands of personal computers, including maintenance, repair, and training

Purchasing IT hardware for clients

1983-1995 Service Technician, Applied Micro Systems

My Responsibilities Include:

Trouble-shooting and resolving Lan connectivity problems and errors

Providing departmental assistance and performing ad hoc duties as assigned by the service manager

Providing customer service

Answering the help desk telephone

Maintaining professional competency by participating in relevant continuing education and training programs

Communicating knowledge of relevant technologies and platforms to customers and staff

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