Senior Support Manager

CISCO M. CARRIG

Averill Park, NY ***** **********@***.***

PROVEN SKILLS

- Experienced Senior Support Engineer, Network Engineer, and Service Manager

- Over ten years of experience resolving complex software and hardware issues from mobile devices to Internet backbone troubleshooting

- Resolves customer issues and escalations according to company guidelines

- Quickly picks up complex technical concepts and presents them in layman’s terms

- Technical writing experience using common formats (PDF, HTML, TXT, DOC, PPT)

- Experienced in preparing reports and analyzing production with senior management

COMPUTER SKILLS

Platforms: Windows (all), Macintosh OSX (all), UNIX, MCSE 2000 Training

Networking: Advanced working knowledge of Internet concepts and protocols; BGP, CSS, DNS, Ethernet, Frame Relay, HTML, HTTP, Hubs, OSPF, PPP, RIP, Routers, SMTP, SNMP, Switches, TCP, NAT, VPN, WAN, Wireless LAN.

Hardware: Troubleshooting, Repair, Implementation, Configuration, Cabling

(Experienced beyond Net+, A+)

Software: MS Office Suite, Remedy, Lucent PBX, Kayako, Comm100, Symposium, WebEX, GoToMeeting, VNC, SugarCRM, Salesforce CRM, Authorize.net, BugZilla, Mantis, Photoshop Suite, Camera Raw Workflow

WORK EXPERIENCE

SUPPORT AND QA MANAGER Bespoke Software, Inc. Sep 2011- Dec2011

- Helped customers install, setup and utilize a volunteer database software solution with web and touch-screen kiosk components

- Alpha and Beta tested new releases as well as suggested improvements

- Obtained a working knowledge of all products weeks ahead of prior hires; position eliminated due to an unexpected lull in new client activations as well as sales

SUPPORT MANAGER Mohawk Fine Papers Mar 2010-Apr 2011

- Acquired LabPrints March of 2010; Coordinated relocating, migrating, and merging all IT resources (phone system, email for multiple domains, and servers)

- Supervised, trained, and managed a staff of 7 for positions in technical support, customer service, billing, and sales

- Supported the launch of two boutique e-commerce websites offering digital press services for general consumers. www.pinholepress.com and www.pinholepro.com

- Position was eliminated as focus shifted to volume instead of customer service

SUPPORT MANAGER LabPrints Solutions LLC Aug 2006-Mar 2010

- Promoted from Support Agent to Support Manager within 90 days of being hired, and supervised 7 agents who responded to 70 phone and email tickets per day

- Maintained, supported, and trained 100 national print labs, 12,000 photographers, and over 15 album manufacturers who used our server and client software solution

- Coordinated software releases and online training for all users, performed Alpha & Beta testing, and prioritized internal and external feature requests

- Attended national tradeshows, networked with our strategic partners, and was primarily in charge of the setup and take down up our multi-media 20’ booth

EXECUTIVE ASSISTANT Eckerd Pharmacy Mar 2004-Jul 2006

- Hired, trained, and supervised 15-25 staff including maintaining all computer systems, on-site photography lab, pharmacy, grocery, and season departments

- Salary and career expectations were not being met

INTERNET SALES MANAGER New Country Motor Group Apr 2003-Feb 2004

- Met all sales objectives and generated referral sales ahead of industry standards

- Salary and career expectations were not being met

GENERAL CONTRACTOR Self-Employed Feb 2002-Mar 2003

NETWORK ENGINEER III PSINet Inc. Aug 1996-Jan 2002

- Promoted from Customer Support to Team Leader within 6 months, then to Network Engineer III in 2000

- Resolved 99% contract, service, and technical escalations

- Five Team Leaders supervised over 50 tiered support agents providing 200,000 international customers with the following services: dialup, T1, SONET, dark fiber, domain hosting, email, Citrix, VPN, firewall, and secure intranet connections

- Expanded afterhours international support from 3 agents to 7 and reduced afterhours ticket closure durations from 3 days two one

- PSINet President's Club Award, 2000 (2 chosen annually from a staff of 1,500)

- PSINet was sold to Cogent Co. in January of 2002 eliminating over 450 local positions

EDUCATION

SUNY Institute of Technology at Utica/Rome Dec. 1997

Degree: BS Accounting GPA 3.0 (Computer Science Electives)

Direct Vendor Training: Cisco, Xedia, Proteon, Microsoft (MSCE)

References available upon request

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