(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Professional Summary

A highly organized and detail oriented individual with a strong background in customer service, computer operations and information technology. Experienced in the training and supervision of company associates while displaying diplomacy and tact. Strong leadership, analytical, and problem solving skills with excellent written, oral, and interpersonal skills. Proven the ability to adapt to new concepts and responsibilities. Ability to multi-task, organize and prioritize projects in a time-sensitive and fast-paced environment. Proven ability to work independently and in a team environment, as well as working effective with all levels of employees within an organization.

  • Desktop Support
  • Data Center Operations
  • Citrix, Unix, Linux, HPUX, MVS Jes2, Vax VMS, Outlook, Windows
  • Policy and procedure modification, Problem resolution
  • Team management
  • Supervision
  • CDL Class C License
  • Security License
Villanova University Villanova, PA \ Project Management Capstone, Expected in 01/2009 No Degree : Information Technology Project Management - GPA :
Villanova University Villanova, PA Expected in : Information Technology Project Management - GPA :
Villanova University Essentials Of Project Management Villanova, PA, Expected in 09/2005 No Degree : Information Technology Project Management - GPA :
Work History
22Nd Century Technologies - Customer Service Representative / Internet Repair
Chelsea, MA, 10/2020 - Current
  • 'Managed over 50 customer calls per day
  • Increased sales by 10%
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Recommended Internet equipment to customers, thoroughly explaining details.
  • Entered customer interaction details in to track requests, document problems and record solutions offered.
  • Resolved customers Internet Problems by recycling equipment, as well as scheduling repair tickets for field technician visits.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services and company information.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Arrow Electronics - Mail Service Courier
Durham, NC, 05/2020 - 08/2020
  • 'Managed over 100 deliveries per day.
  • Handled receipt, storage, identification and delivery of all products for clients.
  • Established lasting relationships with customers by delivering packages on time, interacting professionally and responding promptly to questions.
  • Greeted recipients, delivered packages and parcels and acquired proper signatures for all deliveries.
  • Picked up packages and made deliveries promptly, exceeding prior delivery records.
  • Communicated route progress to Supervisor, noting traffic and construction issues to avoid delays for critical deliveries.
  • Successfully maintained clean, valid driver's license and access to reliable transportation.
  • Increased sales by 10%.
Verizon Communications - Project Management
City, STATE, 05/2006 - 05/2019
  • Project / Vendor Management: Developed service documentation, training materials, and trained technical teams to internally support, and diagnose all issues on over 500 servers running on various OS platforms.
  • The team was able to provide a 99% first time fix rate on all hardware repairs.
  • Responsible for arranging site access for all vendors.
  • Responsible for time management of vendors.
  • Responsible for opening new hardware cases with various vendors for Verizon.
  • Responsible for preparing and documenting dispatch completion, and failure reports as well as tracking and reporting all daily, weekly and monthly activities •Responsible for overseeing projects, managing purchase orders for all upgrades •Responsible for resolving IT problems, products and critical issues.
  • Responsible for the SLA with all vendors within the Verizon footprint •Responsible for dispatching various vendors to sites across the northeast region for Verizon vendor dispatch team End to End, : •Responsible for the handling of server hardware upgrades and achieved a greater than average success rate of 98%.
  • Performed post test data analysis to understand root cause and improve system performance.
Verizon Communications - Tour Operations Manager
City, STATE, 02/2004 - 05/2006

Responsible for staff scheduling •Responsible for first tier problem resolution and support escalation.

  • Responsible for supervising, assisting, cross training and overseeing system engineers and consultants provide highest level of customer service and satisfaction.
  • Responsible for providing solutions to work related issues.
  • Reported issues to higher management with great detail, resulting in 99.9% Availability
Verizon Communications Inc - Systems Engineer
City, STATE, 04/1997 - 02/2004

Effectively Monitored the E911 system running under Unix platform. Referring outages; API link outages; trouble shooting problems; loading daily back up tapes for numerous systems and reporting whether successful

•0perated, and monitored IBM Risc6000 systems running under AIX platform

• Performed monitoring on circuits nodes, TCIP network connections, FP alerts, Command post alerts and routers for over 100 applications for Bell Atlantic midrange operations using automated remote access workstation

•Responsible for escalating problems; running backups; performing system shutdowns; system reboots; setting up bridge calls, pages, and editing scripts files

• monitored midrange operation sentinel monitors, and web Gu for efficiency

•Performed logging and reporting for all problems to upper level management

•Performed trouble shooting on applications, and the following hardware Sun, HP, IBM, Dell, and intel platforms.
• Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects.

  • Suggested and implemented new systems, continuously checking for accuracy and functionality during changes.
  • Communicated status updates to affected parties when issues arose.

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Resume Overview

School Attended

  • Villanova University
  • Villanova University
  • Villanova University

Job Titles Held:

  • Customer Service Representative / Internet Repair
  • Mail Service Courier
  • Project Management
  • Tour Operations Manager
  • Systems Engineer


  • No Degree
  • Some College (No Degree)
  • No Degree

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