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selam B

Bill Gates of customer service

Occupation:

Manager

Location:

East Randolph, VT

Education Level:

Bachelor

Will Relocate:

YES

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Troubleshooting and customer support experience Ability to communicate technical language in easily understandable terms Function well in fast-paced environment, flexible Excellent critical thinking, analytical, and problem solving skills Strong communication skill, multilingual, and excellent ability to interface constructively with others Demonstrated ability to operate and manage a company independently

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COMPANY POSITION HELD DATES WORKED

(Confidential) (Confidential) 6/2006 - Present
IBM (Confidential) 11/2001 - 7/2005
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SCHOOL MAJOR YEAR DEGREE

Georgia State University CIS 1999 Bachelor Degree
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Highlights:

06/06 Present BLVD Agency Duarte, CA Owner/ Manager Strategy Performed analysis of external market to determine the best way to position company. Developed tactical, intermediate and strategic long-term goals. Developed and managed strategic relationships with clients. Marketing and Operations Reconfigured organization to better align with the underlying business structure. Created new processes and reengineered existing processes resulting in increased efficiency. Managed and executed the overhaul of existing systems resulting in better overall operations performance and customer service. 11/01 7/05 IBM Atlanta, GA Senior Technical Support/Trainer Handled technical customer service inquiries and problems regarding Lotus Notes, Windows 2000/NT, VM, Web applications and Pegasus Provided 2nd level Center Vu IP Agent backup Provided PSM printer support to end users Created trouble tickets for further problem determination Created/updated account specific procedures Maintained group shared Lotus Notes database Provided assistance in creating daily ACD reports for the capture of daily call logging Trained employees for employee transitioning in the account 2/00 11/01 IBM Charlotte, NC NCO/END User Support Handled technical customer service inquiries and problems regarding Lotus Notes and operating systems such as Windows 95/NT/98/2000 Provided technical support for wide range of environments, platforms, and applications in a helpdesk environment Identified client problems and used tools available to provide solutions to problems Performed first level problem determination and resolution for problems such as configuration of TCP/IP, Netscape, Internet Explorer, Lotus Notes, Virtual Machines, and Network Printers Handled the troubleshooting for proxy problems and network connectivity dealing with IP addressing Analyzed hardware and software problems Mentored new employees

Companies I like:

Delta Airlines, Kaiser Permenante, Google, Microsoft

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Presently own my own business and have increased sales by a significant amount since ownership of business.
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