Project Manager Customer Service
Resume:
Corbin Jr. *
JAMES R. CORBIN JR.
Virginia Beach, VA 23464
y84o8l@r.postjobfree.com
KEY SKILLS AND COMPETENCIES AMPLIFIED
• High managerial/supervisory acumen; effectively manages, educates and trains others
• Excellent at multitasking and prioritizing tasks
• Proven history of managing projects successfully
• Experienced MIS Technician and System Administrator
• Maintaining and monitoring network hardware and software
• Facilitating and supervising network support, servers/clients, and network security measures
SYSTEMS SUPPORTED AND USED
• Active Directory/Open Directory; Exchange Server 2007; AS400/Class; VM Ware; Windows Server 2003
& 2008; Spectrum; Solarwinds; RDP/VNC; MS Office; Windows 9x/NT/2000/XP/2003/Vista/7, Mac 9/OS
X; MAC/PC Peripheral Installation/Maintenance; IP Security DVR Systems; NAS
PROFESSIONAL EXPERIENCE
DRIVETIME, Chesapeake, VA 2007 to 2012
Regional Technology Coordinator/Project Manager (promoted from Field Support Technician II)
• Served as the IT point of contact for all IT related projects, new sites builds and re-models.
• Effectively communicated cross-functionally with business owners to establish project timelines and scope
of work.
• Performed all work necessary in order to successfully implement projects within established timelines.
• Opened over 20 new sites, consisting of dealerships, call centers, and vehicle inspection centers, in less
than two years.
• Developed strong relationships with vendors, business owners, and co-workers to prepare new sites for
device deployment both remotely and on site during all project phases.
• Responsible for determining technology needs, ordering, and configuring equipment.
• Enlisted supplemental assistance from vendors when necessary to complete equipment deployment
consisting of PCs, phones, copiers, printers, thin clients, and infrastructure devices.
• Oversaw vendors and provided detailed scope of work and support documentation to facilitate successful
project completion.
• Utilized strong analytical abilities to troubleshoot devices and networks to resolve issues ranging from
moderate to complex.
• Position has evolved from a Field Support Technician into the more encompassing and demanding role of
Regional Technology Coordinator (RTC). As a Field Support Technician, I was responsible for
approximately 15 sites and 300 users involving desktop, server, and IT equipment implementation and
maintenance. In the RTC role, I am responsible for over 100 sites and approximately 3000 users in
addition to project management role.
HOTSPOT, LLC, Norfolk, VA 2006 to 2007
IT Director/MIS Technician
Managerial duties included:
• Responsible for managing, hiring and training technical staff for digital signage company.
• Demonstrated strong written and verbal communication skills while serving as the company liaison for
contracts and clients.
• Delegated various tasks which included but were not limited to the following: deployed technical staff for
client trouble tickets; hardware deployment and maintenance for printers, IP devices, PCs, Macs, touch
screen monitors and plasma displays.
• Served as main point of contact for clients.
Technical duties included:
• Regularly performed network configuration and administration for Active and Open Directory servers on
Windows and Mac OS X.
• Utilized a keen attentiveness to detail, accuracy and completeness to evaluate custom software.
• Provided network troubleshooting and offered solutions based on findings.
• Maintained office phone system including moving extensions and configuring voicemail.
Corbin Jr. 3
• Deployed and created media and content using SQL, VNC, Photoshop, Flash and After Effects.
• Displayed strong communication skills while fielding questions and solving client queries.
CANON I.T.S., Chesapeake, VA 2001 to 2006 2001 to 2006
Senior Technical Support Representative (promoted from TSR1)
• Conducted training for new hires, current employees, and also served as a peer mentor offering advice and
fielding questions.
• Generated departmental technical documents for previously undocumented issues.
• Demonstrated excellent customer service skills by resolving escalated calls for the Quality Control
department.
• Provided end of the line technical support and resolved nearly all customer issues avoiding refunds/returns
while maintaining customer satisfaction.
• Recordings of my calls were used during employee training, and trainees were directed to utilize my
techniques to resolve customer dissatisfaction.
• Established a new resource center, which supported all computer OS versions and aided in technician
troubleshooting by providing a test bed for all Canon software.
• Designed, developed and implemented the Canon Training Manual which is still in place today.
• Selected by management to beta test new software.
• Implemented customer e-mail evaluation inbox.
Duties while acting as Interim Supervisor:
• Managed call queues, and ensured that service level goals were met.
• Independently managed Canon camera call center for approximately six months.
• Carefully monitored and reviewed TSR quality scores to increase TSR confidence and improve customer
satisfaction.
Duties as a TSR1:
• Provided superior customer support for printers.
• Established a new camera department within one month of hire date; responsible for handling incoming
calls related to advanced issues for film and video cameras.
EDUCATION
• Chesapeake Center for Technology, Chesapeake, VA - F.C.C License - 1996
• Great Bridge High School, Chesapeake, VA - High School Diploma - 1996.
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