Customer Service Supervisor

Paul Salvi

**** ******** **** *********, ** *****

443-***-**** *********@*****.***

Operations Analyst May 2010-March2012

Dell/Perot Baltimore, MD

Identified, prioritized, and resolved problems in a Data Center environment through recognition, research, isolation, resolution, and follow-up steps. Compiled Service Desk incident reports. Assigned issues which required further investigation or vendor communication to applicable teams, working a liaison between Operations staff and other personnel.

Service Desk Analyst March 2009 to May 2010

Dell/Perot Baltimore, MD

Provided technical support for customers via phone, email and remote login software in a demanding 24/7 support environment covering serving numerous area hospitals. Duties included desktop and printer troubleshooting, password resets, and resolving issues with basic PC software as well as specialized client applications including MRDI, Azyxxi, ClariVia, Cerner MedConnect, and Centricity. Prepared extensive Service Desk incident reports. Served as a liaison between users, vendors and internal contacts as needed. Consistently resolved customer issues in a timely manner, surpassing the allotted time to increase productivity and diminish hold times. Trained and oriented designated staff as needed.

Operations Analyst February 2002- March 2009

Medstar Health Information Services Baltimore, MD

Monitored critical systems and carried out basic maintenance as needed to ensure the proper function of numerous systems, including the continuous flow of electronic medical records between area hospitals and data storage facilities. Coordinated manual backup of records and dealt with troubleshooting of technical issues, acting as tech support liaison in triage scenarios.

Automotive Reconditioning Specialist Carmax Baltimore, MD 2002

Carried out extensive cosmetic restoration of automobiles within narrow mandated timeframes.

Lab Technician Swales Aerospace Columbia, MD 2000-2002

Performed numerous specialized tasks related to the construction of satellite components and costly precision-built aerospace equipment, often under strict deadline pressures.

Kitchen Supervisor Loew's Cineplex Theatre Baltimore, MD 1999

Oversaw kitchen staff and handled various duties as needed involved with kitchen performance and customer relations.

Relevant Skills

Strong knowledge and support experience with Microsoft Office (Word, Outlook, Excel).

Exposure to troubleshooting Windows 2000, Windows XP, Exchange, basic network troubleshooting, as well as desktop, printer and notebook issues.

Proficient with Adobe Photoshop.

Exceptional written and verbal communication skills.

Customer service experience working with internal and external customers.

Ability to work within a team environment but with limited direct supervision.

Highly motivated individual with a great capacity to multi-task and self-manage.

Ability to perform duties under established policies with care and consistency. Problem solving, communication, and listening skills are some of the qualities developed from experience as a technical support representative.

Education

Archbishop Curley High School Baltimore, MD 1994-1998

References

Tom Dixon (supervisor) 410-***-****

Robert Holguin (supervisor) 214-***-****

Odetta Kilkenny (supervisor) 301-***-****

Kris Loesch 410-***-**** Jennifer Slack 433-***-****

Robert Hunt 301-***-**** Dan Gibbons 443-***-****

Dan Rzeczkowski 410-***-****

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