Take a look at my skill set.
It speaks of a well-rounded technical person with expert customer service skills. I have hands on support experience as well as a background in management.
I possess excellent listening and communication skills, both verbal and written. I am versed in conflict negotiation skills and problem resolution skills.
My joy is in really helping others. How could I benefit your organization?
Are you looking for someone to be a professional? to own the problem and the resolution?, to be a representative of your organization as a reflection of the excellent customer service you are determined to provide?
I am that person! I am interested in challenging Support positions.
CAREER OBJECTIVE
A challenging position that will allow me to use my extensive Customer Service, and Problem Resolution skills in a support service role.
HIGHLIGHTS OF QUALIFICATIONS
20+ years of experience working in the Information Technology Field for both as a Technician and as a Technical Manager. Extensive Customer Service experience with an emphasis on problem resolution and conflict negotiation with demonstrated successful results. A dedicated hard-working team player and leader, skilled in multi-tasking, prioritizing and achieving results.
Computer skills include: Supporting all models of Laptops, PC¡¦s and Printers, both personal and network printers. Blackberries, AudoVoxs and TREOs.
Software supported includes: Microsoft Office Suite Windows 98, NT, 2000 & XP. MS Exchange and Groupwise E-Mail / Fax SR Administrator, Novell Administrator, NT Administrator.
Help Desk Software supported includes: Remedy, Track-it, DK helpdesk, Royal Blue Help Desk, Incident Monitor 24/7 and Filemaker.
PROFESSIONAL EXPERIENCE
6/2004 -11/2005 Jackson Enterprises, Santa Rosa, CA
Support Services Manager
Manage a team of six employees (3 HD Technicians & 3 PC Technicians)
Provide supervision and management to ensure quality customer service for Help Desk Requests and Hardware Repairs.
Purchase all requested hardware and one off Software requests for the entire Enterprise
Manage the Microsoft SA and Select Agreements.
Hardware/ Software implementation, QA and support
Vendor Management
Budgeting for Departmental needs
Created and Implemented all IT Policies and Procedures
Manage 6 Employees
7/2000 - 8/2001 Sega of America, Dreamcast, San Francisco, CA
Technical Services Manager
Managed full support IT Department, Network Administration & Management, Desktop Support and Help Desk.
Implement Company wide projects
Inventory Management
Vendor Management
Created and Implemented all IT Policies and Procedures
New and Proprietary Application Support.
Managed 7 Employees
7/1999 - 7/2000 Alternative Resources Corp working @ The San Francisco Museum of Modern Art , San Francisco
Information Services and Support S Manager
As a consultant, my responsibility was to institute a full service Information Technology Department, including Network, Desktop and Help Desk support.
Created and implement process and procedures and then trained SFMOMA personnel to take over.
Implement Enterprise Projects
Vendor Management
New and Proprietary Application Support.
Managed 3 Employees
5/1997 8/1999 Williams - Sonoma, San Francisco, CA
MIS Help Desk Supervisor
Implement Microsoft exchange company wide for 500 users
Troubleshoot, analyze, resolve and report any hardware/software problems
Work Closely with help desk staff and monitor call and repair outcome
Hardware/ Software implementation, QA and support
Vendor Management
Budgeting for Departmental needs
Managed 6 Employees
4/ 1983 - 7/1997 Wells Fargo Bank, Roseville ,CA
Operations Analyst
Execute necessary operator commands, with the RDS and Tandem subsystems, to control local hardware as well as remote POS lines, Terminals and ATMs to ensure the highest possible state-wide ATM availability for the Wells Fargo ATM Network.
Additional Experience/ Certifications
Emergency Medical Technician Valid to 03/08 License # 02-041
CPR Certification Valid from 1/06 ¡V 01/08
Certified Phlebotomist Never Expires 12/02
ECG Certified Never Expires 12/02
Medical Terminology
Reserve Firefighter, Contra Costa County Fire Protection District
May 02 July 03
7/02 10/04 Kaiser Permanente, Hayward, CA
Emergency Medical Technician / Unit Assistant
Assist Doctors and RNs in providing Basic Emergency Care
Education
2001 2002 Los Medanos College, Pittsburg Major: Fire Science
04/22/02 Contra Costa County Fire Protection District Fire Academy Graduate
01/02 Hospital Consortium, Emergency Medical Technician Graduate
References available upon request
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