Customer Service Manager

XERYUS IVORY

**** ******** **** **** • Waukegan, Illinois 60085

224-***-**** • ***********@*****.***

SUMMARY OF QUALIFICATIONS

Excellent and proven customer service skills

Strong written and oral communication skills

Ability to be flexible with schedule as appropriate to technology business needs

Capacity to implement and plan new innovative ways to increase efficiency and productivity

Quick learner with ability to learn proprietary applications

Compelling leadership abilities, and able to motivate team members effectively and find the best in everyone around

Strong analytical and problem-solving skills

CERTIFICATIONS

CompTIA A+

Network+ (in progress)

Microsoft Certified Professional (MCP): Exam 70-270 (in progress)

TECHNICAL EXPERIENCE

Windows XP and Windows Vista/7 operating system installations/ local machine settings and network configuration

Active Directory administration including tailoring organizational units and group structure

Administer and troubleshooting DNS and DNS clients; implement local security policies; create local user and group accounts; manage user accounts and groups

NTFS folder and file level permissions to grant user access

Strong Microsoft Outlook experience

Experience using and troubleshooting Adobe Reader & Internet Explorer

Troubleshoot TCP/IP connectivity with Windows XP/Vista/Windows 7

Managing domain servers and troubleshooting clients

Configure and use remote access services; update network communications

Document and track all peripherals and network issues

Install, configure and troubleshoot multi-function printers and mass storage devices

Backup and restore files; recover data and deleted files

Install and troubleshoot PC components and Windows XP and Windows 7 installations

Significant experience performing skills, operations and procedures in virtual environments (Virtual PC and/or VMware)

TRAINING

Computer Systems Institute Diploma: Networking Career Program Gurnee, IL 2012

WORK HISTORY

Advocate Condell Hospital, Host/Food Service Worker Libertyville, IL 2010

Accountable for timely delivery of patient meal orders

Implement new ways and techniques and developed new routes to help ensure timely meal deliveries for a floor of 50+ patients

Drastically improved patient satisfaction scores (Press-Ganey Survey) from the 60th percentile up to the 94th percentile.

Awarded highest patient satisfaction scores in department for June and July

MicCheck Productions, Assistant Manager/Tech Support Orlando, FL 2010-2011

Setup & configured wireless networks in office/ home

Help manage and maintain MAC books

Responsible for sending out company memos for clients and prospective clients

Arranged meetings with new and old clients as well as musicians and other artist

Conducted incremental and weekly backups of music and other company related data

Consolidated Communications, Help Desk/Sales/Technical-Dept Charleston, IL 2008- 2009

Provided technical support for 150-200 users in corporate environment

Created and devised different packages to sell the customers based on customer feedback and active listening

Assisted customers on a daily basis with any technical support issues

Fervent ability to multitask calling and having conversations with upset customers while inputting their information in 5+ complex proprietary programs.

EDUCATION

Eastern Illinois University, Charleston, IL

Business Management/ Information Technology 2008-2009

Computer Systems Institute, Gurnee, IL

Networking Career Program 2011-present

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