Customer Service Manager

David Martineau

*******-****@***.*** *** East St. Elmo

719-***-**** Colorado Springs, CO

80905

SKILLS

Help Desk Technician Help Desk Analyst

Primus Peregrine Service Center

PC Hardware Configuration PC Software Configuration

Lotus Notes 5.0, 6.5 MS Office Products

TCP/IP Network Protocol PC Troubleshooting & Repair

Windows 7, XP. 2000, 98, NT Mainframe Support

Remedy

EMPLOYMENT HISTORY

Hewlett Packard-Blue Cross/Blue Shield of Michigan Colorado Springs, CO

Technical Solutions Representative III May 2003 – July 2012

Oversaw the progression of priority incidence throughout the lifetime of the occurrence. Helped to diagnose of the cause of failure and verify the repair and restoration of service to the clients satisfaction.

Verified and updated current process and procedures and negotiated change as needed or required.

Trained Manager and Supervisors in processes and procedures

Acquired critical information for updates of the Helpdesk knowledge base.

Coached new employees in use of software, tools and Standard Operating Policies and Procedures.

Mentored younger team members towards development of skills.

Developed team members ability to accomplish and complete process verification.

Assisted co-workers with process verification for complicated issues and ticket escalations for priority and outage notification as Subject Matter Expert.

First level support for Microsoft Exchange and Networking issues to include proxy issues, TCP/IP issues.

Assisted users in second and third level telephone support on Hardware and Software issues to include new, beta and pre-beta applications and operating systems.

Created documentation and provided both training for Microsoft Office, Lotus Notes, and other job specific programs.

Hewlett Packard-Microsoft Colorado Springs, CO

Consultant/Support Specialist June 2002 – May 2003

Customer Service second level support on Hardware and Software including Windows 2003 Server and Windows XP.

Weekend POC

Subject Matter Expert for Microsoft Outlook issues.

First level support for Microsoft Exchange and Networking issues to include proxy issues, TCP/IP issues.

Acquired system critical information for updates of the team knowledge base.

Pre-beta tested Microsoft applications and operating systems.

Gateway Inc Colorado Springs, CO

Technical Support Professional II Fee Base Support 1998-2002

Provided technical support for all hardware and software applications including non-warranty and third party hardware and software. Assisted all customers with any type of tutorial issue. Assisted customers with any type of tutorial issue, on a fee basis.

Created an innovative training program which enabled the Fee Based Team to reduce unresolved first time calls by 70%

Singled out and requested by name to provide assist to the Senior Help Desk.

Provided informal Senor Help Desk support and mentoring, which contributed to Gateway's Customer Satisfaction scores going from worse to best in 31 days.

Provided First Time Call resolution by asking the right questions, listing to the customer, and applying logical problem solving approach to rapidly isolate and fix the customer's issues.

Shared solutions to difficult fixes with other team members, resulting in lower average handing times and higher customer satisfaction.

Consistently rated in the highest category on overall performance reviews.

EDUCATION

A Plus Certification

Microsoft Professional Helpdesk Course

Troubleshooting, Maintaining, and Upgrading PC's Course, CompuMaster, Colorado Springs, CO.

Gateway Management Course

Systems Management Course, Kessler AFB, MS

Advanced Data Systems Course, Kessler AFB, MS

Leadership School, Barksdale AFB, LA

Community College of the Air Force (2 years college credit towards a degree in Computer Systems information).

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