Acting Supervisor Resume CAMP HILL PA - Hire IT People

CAREER SUMMARY

Ï Fourteen years computer help desk experience with 10 years in a leadership role
Ï Proven ability to work well in a team environment and interface with different
departments within the company and outside vendors
Ï Excellent customer service skills employing written and oral communications in
achieving problem resolution

WORK EXPERIENCE

Confidential,Camp Hill PA Sept 2007-March 2011
Acting Supervisor/CTC Nov 2010- March 2011

Ï Supervised weekend staff during the implementation of a new ticketing
system and the shutting down of the account
Ï As Cluster technical coordinator, handled requests for case progressions,
reassignments, call backs and escalations relative to all HP employees
on the Oracle/Sun Microsystems account.

Team Lead Sept 2009- March 2011 Ï Audit cases for procedural content and technical accuracy
Ï Review agents\' queues to ensure cases are being handled in a timely fashion
Ï Monitor and report on recorded calls for content and overall tone
Ï Schedule agent breaks, adjusting as needed due to call volume
Ï Ensure agent productivity when on the floor
Ï Assist agents with case creation providing guidance as needed
Ï Answer Duty Phone, dealing with case escalations and customer complaints
Ï Monitor \'host\' technology and report issues to be corrected
Ï Fill in for supervisor as needed
GateKeeper/Approver Sept 2008- March 2011 Ï Manage open case queue, assigning cases based on skill level and availability
Ï Update cases to be worked later as needed
Ï Assess content of cases being sent to the field for technical accuracy, approving
action plans for less experienced agents
Technical Support Engineer Sept 2007- March 2011
Ï Accept work assignments, perform/document case activity according to policy
Ï Work Government cases in separate database requiring background check
Ï Provide support and expertise on phone, using remote tools for fault isolation
Ï Create action plans for Field Engineers to follow when providing service on site
Ï Follow up to ensure that cases are resolved within the agreed upon time frame
Ï Escalate problems to appropriate resource as required

Confidential,
Rite Aid, Mechanicsburg, PA Sept 1996- August 2007
Level 3 Field Support Analyst and Team Lead July 1998- August 2007
Ï Managed call queue, making daily work assignments and break schedules
Ï Answered phones and worked cases as needed
Ï Monitored \'host\' technology and reported issues to be corrected
Ï Reviewed agents queues to ensure quick resolution/assignment to field tech
Ï Answered technical questions relating to pharmacy hardware and software.
Ï Implemented remedial pharmacy hardware training as needed
Ï Mentored new staff, providing weekly feedback to management and mentee
Ï Accessed pharmacy records in order to assist pharmacists with script issues
Ï Acted as a \'go to\' person in 2 hardware and 1 software conversion
Ï Assisted supervisor with staff evaluations
Ï Dealt with escalations, district managers and field techs when supervisor out

Level 2 Field Support Analyst Sept 1997-July 1998
Ï Provided guidance to less experienced personnel
Ï Answered phones and logged cases
Ï Assisted store personnel in resolving complex technical problems
Level 1 Field Support Analyst Sept 1996-Sept 1997
Ï Same duties as Level 2 working less complex issues.
ª 8 weeks of training in Unix OS and RiteAid proprietary systems when hired ª training provided to ensure competent support for hardware/software upgrades.

TECHNICAL SKILLS

Hardware: Sun Enterprise Servers IBM Servers Thin Client Terminals
Lexmark Optra and Sato Printers 3Com and Netgear Hubs
Biometric and Barcode Scanners VSAT Communications
Retail Point of Sale Hardware including NCR registers,
Credit Card Readers and Signature Capture Devices
Operating Systems: SCO IV, SCO V Unix
Solaris 9 and Solaris 10
Windows NT 4.0, Windows XP
Other: RapidScript Automated Filling Machines, Automated Voice Response Units

EDUCATION

Computer Learning Center, Camp Hill, PA
Computer Operations
Confidential,University, Shippensburg, PA
Data Processing

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Acting Supervisor Resume

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