Customer Service Technical Support

Neil Alderman

Dublin, Ohio

*************@*****.*** • 716-***-****

QUALIFICATIONS SUMMARY

Highly motivated and goals-focused professional with strong educational background and commitment to provide higher level of technical service and support within ever-changing dynamic environments.

IT Manager / Helpdesk Manger / Retail Management: Tech-savvy individual with many years of experience in providing on-site, remote, and telephone technical support and installing and maintaining various hardware and software products in an efficient manner. Leading teams to accomplish tactical and strategic objectives. Capable of identifying training needs among staff and executing training programs to enhance computer skills throughout the organization.

Project Management: For multiple companies, lead all aspects of IT projects including deliverables and processes to accomplish project objectives, assembles project teams, manages resource allocation, sets expectations, develops and maintains the project plan and scope, manages day-to-day operations, tracks progress of all tasks, maintains project accounting and financial results, resolves issues and delivers regular status reports to senior management.

Customer Service: Excellent customer service skills combined with an ability to design and reflect back the desired outcomes aligned with actionable solutions. Effective at engaging clients in a need-based conversation to identify needs, address issues, and offer appropriate solutions. Tenacious in securing customer satisfaction and building long-term relationships that drive repeat business.

Effective Communication and Collaboration: Exceptional communication and interpersonal skills along with ability to interact well and build positive relationships with clients, peers, and senior management. Profound ability to work autonomously and in conjunction with teams to meet service standards.

Additional Strengths: Critical thinking, decision making, and problem-solving skills along with sharp eye for detail; adept at identifying and resolving complex IT problems at initial stage. Superior ability to lead top-performing teams and high-value projects towards success. Highly organized and structured approach to juggle multiple tasks and meet deadlines while working well under pressure.

EDUCATIONAL BACKGROUND

Electronic Technology Suny at Alfred, Alfred, NY

Electronic Technology and Technical Stage Buffalo State College, Buffalo, NY

Professional Development

Courses in Business Administration

Professional Experience

Brown Enterprise Solutions, Dublin, Ohio

Inside Technical Sales Team Lead (2021 to Present)

Managed several inside sales teams (technical computer and non-technical sales). Sourced and built product quotes for servers, network, PC’s, peripherals, Grainger products, print services and other technology solutions and services. Upon receipt of purchase orders processed, procured products and/or services (SOW) and confirmed the invoice process was completed. Including delivery and/or setup to ensure valuable customer experience. Client base: State, county and local government, small medium business collegiate and K-12.

Selected Contributions:

Recognized by senior management for consistently meeting and exceeding targeted goals.

Wal-Mart, North Tonawanda, New York

Overnight Stocker / Modular Team / Multiple Department(s) Grocery Manager (2013 to 2021)

Supervise and manage e-commerce team on all aspects of web sales / buying process, such as preparing and processing orders and scheduling delivery to doorsteps to ensure valuable customer experience. Maintain appropriate stock levels in accordance with latest market trends and customer demands to meet customer needs and expectations. Lead and manage e-commerce team on all aspects of web buying process to ensure quality customer experience.

Selected Contributions:

Recognized by senior management for consistently meeting and exceeding targeted goals.

Increased on-shelf availability thereby improved sales through strategic planning and management of stock.

Target Stores, Niagara Falls, New York

Sales Floor / Planogram Team / Planogram and Revision Team Lead (2005 to 2013)

Carried out the modification and repairing of planograms while ensuring 99% compliance with corporate standards.

Selected Contribution:

Earned appreciation of senior management for overachieving assigned goals ahead of deadline.

Additionally, I worked as a Self-Employment Manager of Information Systems (2yrs.), System Administrator (2yrs), Field Service Computer Repair Technician (8yrs), Manager of Configuration Center (3yrs), Warehouse manager (1yr) and Electronic Technician (3yrs) within multiple high-profile organizations.

PROFESSIONAL EDUCATION

Varies Sales and Technical certifications from manufacturers: Cisco, HP, Lenovo and Dell

Pathstream Project Management Certificate Currently Obtaining

Emergency Medical Technician (EMT-D) with Paramedic Training Expired

VOLUNTER EXPERINCE

Served on several Community Theater Boards Theatre in the Mist, Niagara Falls, NY, Stella Niagara Lewiston, NY

Technical Director and Set Designer for the above-mentioned and other theater groups.

Fund raised and worked for several local food pantries.

Contact this candidate