Project Manager/Technical Support Specialist II Resume Estates, IL - Hire IT People

SUMMARY

A 12 year veteran of the fast paced world of Technical Support Specialist, skilled at resolving complex customer service issues in a timely manner.
Strong focus on customer satisfaction and being part of a company that holds a strong commitment to both customers and employees.
Self motivated and driven, but happy and productive as a member of a team.
Promoted to Level 2 support
Promoted to Project Manager
Developed and implemented multiple in house processes for technical support including a full knowledge base.
Developed technical documentation to assist both in house resources as well as field engineers.
Worked as a trusted adviser for the PMO on all technical matters as well as timeliness and delivery.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Project Manager/Technical Support Specialist II

Confidential, Estates, IL

Responsibilities:

Manage projects through the lifespan of the project.
Work directly with customers to fulfill their needs in a timely manner.
Support Field Technicians during all physical and software installations and configurations.
Manage multiple customers concurrently.
Manage multiple projects, budgets and deployment schedules concurrently.

Technical Support Specialist II

Confidential, Estates, IL

Responsibilities:

Manage inbound calls from technicians for all manner of support (60 - 100 calls per day).
Manage technician time lines and reporting.
Report to PMO any pertinent information or followup necessary.
Support customers and PMO with any issues or questions that arise during the lifespan of the service event.

Confidential

Staging and Integration

Responsibilities:

Setup servers, printers, switches and router in a bench environment.
Complete staging and configuration on all equipment to ensure a "plug and play" installation.
Support the installation while it is in progress to resolve any issues.