Customer Service professional with 15 years in technical and customer support roles. Effectively identifies problems using advanced troubleshooting skills. Possesses team leadership skills and has experience in staff supervision, primarily as a backup to Management. Dedicated, loyal, focused, team player, willing to learn in order to have an opportunity for growth and career advancement, while also contributing to the company's goals.
Highlights
Microsoft Office
Lotus Notes
HP Service Manager
Cherwell Service Management
Managed Print Fleet Services
TRIM (Records Retention)
Pitney Bowes Arrival Package Tracking System
Fed-Ex Service Manager
UPS Shipping Manager
QuickBooks
Troubleshooting proficiency
Proficient in Printer Repair
Microsoft Word Certified
ISCET Electronics Systems Associate Level 1, 2, and 3 Certified
Customer Service Oriented
Basic knowledge of networking, software updates and installation
Education
Eastwick CollegeNutley, NJExpected in 2016 ā āAssociate Degree:Computer Technology and Electronics - GPA:
RETS InstituteNutley, NJExpected in 2006 ā āBusiness Operations Diploma:Business Operations - GPA:Earned 3 Honor Roll diplomas for maintaining
Earned 3 Honor Roll diplomas for maintaining a GPA of 4.0 or higher.
Became a certified MS Word Specialist.
Graduated with a Business Operations certification.
Harrison High SchoolHarrison, NJExpected in 2000 ā āHigh School Diploma:General - GPA:
, Expected in ā āHigh School Diploma: - GPA:
Experience
The Millennium Group/LDI/Atlantic Health - Print Management Coordinator City, STATE, 2013 - Current
Act as a first responder for all HP, Brother and Lexmark printer issues on site, maintenance and repair of all hospital printers (cleaning, toner replacement/installation, paper jam removal, maintenance kit installations, print tests), oversee all repairs by other LDI technicians, delivery of toner to every department within the hospital as well as delivery to surrounding remote locations as needed, pickup of used toner and shipping to LDI warehouse for recycling purposes, ensuring that printers are properly maintained via daily quality inspections, maintain and monitor inventory of all necessary printer supplies and report to Operations Manager, place service calls to LDI Customer Service as required for accounting and billing purposes, light networking, generating configuration and other various reports from printers to obtain all pertinent information on devices, interface daily with various customers (either in person, telephone or email) on printing issues, liaison between MMC and LDI, daily interaction with LDI staff and management, IT department staff and IT management regarding daily agenda or issues, make any recommendations to management on equipment upgrades or improvements, assist IT department as needed, other duties as assigned by management.
Monitoring of ticket queue using HP Service Manager and Cherwell desktop software (for incident, problem, change, service request/interaction), acknowledging all service tickets assigned by the help desk, documenting and updating all progress as required, assigning tickets to appropriate party, resolving issues as they arrive in the queue, closure of all tickets once resolved, meeting Service Level Agreements (SLA) as required.
Updating all toner delivery information using the LDI Managed Print Fleet system, editing and updating any information pertaining to a printer (New location, new asset tag number, contact information, meter reads, etc.), reporting any updates back to LDI management so information can be updated in LDI database.
Participate in online and off-site training pertaining to job functions as assigned and required by LDI management (Certified in Service Excellence Training on HP, Brother and Lexmark printers).
Universal Technical Institute/Mercedes-Benz USA - AT Facilities Support Coordinator City, STATE, 04/2011 - 11/2012
See Customer Service Tech Specialist responsibilities
Pitney Bowes Management Services/Mercedes-Benz USA - Customer Service Tech Specialist City, STATE, 07/2005 - 04/2011
Reprographics Maintenance of copiers (cleaning, toner replacement, paper jam removal, keeping paper bins loaded with paper, sending service repair and toner request tickets to IT if needed), printing and assembly of training materials, set-up/break-down classrooms, coordinating coffee orders for students and instructors, Shipping/Receiving, weekly inventory of office supplies Vehicle Fleet Administration (Duties include retrieving mileages; service dates/needed service and fuel levels), assisting with tool inventory and parts returns, assisting with vehicle pick-ups and drop-offs to nearby Mercedes-Benz dealers and facilities
Assist with support of Diagnostic Equipment - updating 18 to 20 Star Diagnostics units
Maintain inventory of Star Diagnostic units and multiplexers - including cleaning, charging, updating software, obtaining license keys for software, returning out-of-lease units to Germany
Responsible for keeping logs of daily and monthly reports, assisting Learning & Performance department with special requests as needed
Daily classroom schedule updates in Microsoft Excel, print out classroom signs and affix them outside of each associated classroom, update entrance TV display monitors with daily classroom schedule information
Mailroom operations (Processing of all incoming and outgoing mail and packages)
Languages
Fluent in English and Spanish
Skills
Customer Service, Printer Repairs, Administrative, Team Leadership skills, problem-solver, team player
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