Customer Service Resume NY - Hire IT People

SUMMARY

Highly organized management professional with the proven ability to manage multiple responsibilities and projects within a fast paced environment. Strong leadership of people and processes, optimizing capacity and capability of technical staff through ongoing coaching and mentorship.
Service oriented and customer driven, offering a combination of technical, analytical and business skills. Ability to coordinate and direct various phases of project efforts in liaison with all levels of executive management and department heads.

PROFESSIONAL EXPERIENCE

Confidential, NY

Customer Service

Responsibilities:

Retail Sales Associate for Luxury Brand Women s Shoes
Inventory Control and distribution for all brands including Michael Kors, Cole Hahn, Halston, Stuart Weitzman, Eileen Fisher, Kate Spade, and others.
Product distribution and presentation on the selling floor
Customer Service for product returns and exchanges, credit applications, and internet transactions.
Advanced Technical Services, 4 Irving Place, New York 06/15 9/15
Customer Service Sourcing Manager - Con Edison Account
Perform SLA Management for seven major Con Edison locations in NYC, Rockland, and Westchester that include SLA attainment purposes utilizing two major tracking tools (Autotask, Remedy)
Manage a Team of 10 Technicians for onsite support at all Con Edison locations for Helpdesk Tickets, Break/Fix Services, Consumable Delivery Services, T&M Support for Out of Scope Service, and any additional IT Support for DBR Activities
Provide all Human Resources Duties, including Performance Evaluations for all Team Members and guide performance for Career Goal Attainment
Coordinate Resource Management for services on External Accounts utilizing Team Resources as required
Provide customer with Monthly Metrics Reporting statistics

Confidential, Long Island City, NY

Customer Service Delivery Manager

Responsibilities:

Perform all Human Resources Activities including Hiring, On Boarding, Benefits Consultation, Reductions in work force, Temporary Resource allocation, Retirement/Termination management
Built and led a successful team of twenty - seven technicians for Second and Third Level Helpdesk Support, Network Support LAN/WAN, and PC desktop (Microsoft/XP/Win7/Lotus Notes/Office 2010) installations.
Provided network infrastructure support in a CISCO/AT&T environment that included MACs for a customer base of over 4500 customers in the NY/NJ region.
Performed SLA Management for five major NYC MetLife locations that included reporting to upper management for SLA attainment purposes utilizing two major tracking tools (IBM Lotus Notes/Task Tracker, Remedy).
Supervised the Executive DBR activities at various locations for desktop and server Business Continuity exercises.
Managed a team of Break/Fix Technicians for the support of all hardware in the environment utilizing the Alliance management tool.
Developed best practice documentation for site support technicians to assure that SLA parameters for the desktop and printing environments were met.
Coordinated the Break/Fix Technicians to maintain all current IT and Vendor Certifications (e.g., HP, Lenovo, and Xerox).
Server Team Manager of Technicians that maintained Enterprise Regional Server Support for hardware, applications, data migrations, software updates, and server tech refreshes in an HP, EMC, and Microsoft environment.
Interact with Software Distribution management team to discuss coverage and support for major software releases to the enterprise and sales environments.
Monitored the Extended Service Agreements for various Executive Groups in the NYC Region including Corporate, Legal, and Alico LOB in the NYC tri-state area.
Provided project management for DBR Activities supporting the Executive Group at several locations in the tri-state area.
Maintained the utilization of the Symantec Live State Recovery Tool for all DBR Exercises on a regular basis. Included in these efforts were maintenance and software updates for the current tool.
Conducted reviews and performance evaluations for employees including: target setting goals for the entire staff through the companywide enterprise tool.
Responsible for implementing training and technician certification for all employees under my management.
Handled key initiatives for the resource management of various projects including most notability the enterprise wide migration to Office 2010. Resource allocation included hiring temporary technicians using the Corporate Enterprise Tool.

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Customer Service Resume

NY

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