Customer Service Project Manager
Resume:
HOWARD ZAPATA
Canton, GA *****
ad9p5l@r.postjobfree.com
SUMMARY
● Bilingual (English and Spanish), strategic Information Technology (IT) Professional offering expertise in supporting customers with technical assistance over the phone or via email, performing remote troubleshooting through diagnostic techniques and pertinent questions, and determining the best solution based on the issue and details provided by the customer.
● Innovative business partner, excellent communicator, project manager known for building strong relationships with internal and external partners to provide fast useful technical assistance on computer systems.
● Collaborative leader with implementing successes in directing cross-functional teams to provide exceptional customer service that creates value for clients, preserves the company’s reputation and business, and meets business, delivery, and financial expectations.
ACCOMPLISHMENTS AND PROJECTS
o Received High Impact National IT Tech Award for going above & beyond in normal day-to-day tasks, 2010 – 2012 o Supported move to new building in 2010, responsible for lowering printer stock from 126 to 23 for better printer management and cost effectiveness.
o Upgraded printers to HP OnePrint 2012, acted as liaison between HP and EY team o Chosen to pilot SmartCube pilot in US, became global escalation point for others who would later receive the hardware
o Helped with design of new office in Alpharetta 2018, imaging new Welcome and Hospitality PCs, printers and testing Wi-Fi working with heat maps
o Wi-Fi upgrade project in Alpharetta offices, worked with designers to install and order the proper equipment on time and on budget
CORE COMPETENCIES
● Troubleshooting
● Quality Assurance
● Best Practices
● Continuous Process
Improvements
● Procurement
● Leadership
● Time Management
● Collaborative leaner
● Avid Learner
● Team Player
● Problem solving skills
● Multitasked
● Adaptable
● Conflict Resolution
● Supportive
● Problem Solver
● Creative Thinking
● Results Driven
● Supportive
● Diplomacy
● Management Skills
● Evaluation Skills
TECHNICAL PROFICIENCIES
● Microsoft Office 365
● ServiceNow Ticketing.
Knowledge base
● Asset Management
● Active Directory
● Lease refreshes
● Bomgar
● Hardware, Desktop,
Laptop Printer, Network
● Windows OS
● iOS – iPad, iPhone,
MacBook
● Dell Laptop Break / Fix
● HP OnePrint
● Mercury Procurement
System
● DEP for Apple iOS
● Lotus Notes
● Event Support, On/Offsite
● MS Surface Hub
● Smart Cube
PROFESSIONAL EXPERIENCE
Epsilon Inc April 2022 - April 2023
● SR Deskside Support Tech for IRS ( 1 year Contractor) o Led Remote onboarding sessions
Ernst & Young LLP Oct 1999 – Apr 2021
Global Advisory, Assurance, Tax and Audit Firm; 2B Revenue; 300k employees, 150 countries
● Onsite Technical Services Site Lead / Sr Associate, Alpharetta, GA (2/1015 – 4/2021) In addition to day-to-day tech responsibilities, supporting an office of 1500 end users. Met with and collaborated with Global Team Leaders to ensure teams properly equipped. Regular meetings with leadership regarding headcount and hiring of team members. Was escalation point for end-users and my own team for problem resolution and any workplace situations
o Attended weekly meetings with local leadership regarding upcoming IT initiatives, projects and progress reports o Resolved end users’ issues and requests based on available knowledge along with my ability to explain the resolution to the end user making them more self-sufficient o Established strong customer relations with outside vendors such as Insight and Dell o Raised tickets in Service Now with the relevant information from users and applied templates when needed. o Hired several technicians to ensure the IT support team was properly staffed with knowledgeable team members. o As Site lead Increased ticket numbers and resolution of said tickets o Provided assistance to globally dispersed technicians o Track software licenses to ensure that the firm does not violate its agreements, and work with Purchasing and Contracts departments regarding software licensing and maintenance issues o Make recommendations to management regarding update and maintenance processes
● Onsite Technical Services Technician / Associate, Chicago, IL (10/1999 – 02/2015) o Insured the team had the proper equipment to do their jobs completely o Maintained printer stock including scheduling maintenance and toner replacement o Assist with the equipment and set-up for conference/meeting facilities, as directed o Handle minor functions such as moves, adds, changes, etc. Respond to customer inquiries concerning support requests, systems status, and network connectivity o Supported local and global projects
o Assist with off-site support for client functions/meetings. o Under direct supervision, provided after-hours service for escalated issues from the National Help Desk or supervisor.
o Assisted with hardware and software deployments
o Operated a local help desk to support any walk-ups o Communicated with partners on global accounts to ensure their teams had the needed support o Met with Engagement Partners (Quarterly) to establish a relationship and discuss upcoming IT products that may help the team
EDUCATION
Graphic Arts / 2D Design, Art history - Coursework Columbia College of Chicago, Chicago
Liberal Arts – Coursework
Wright Community College of Chicago
Computerized Business Systems Degree
CLC, Chicago, IL: MS Office Suite / MS Windows Proficiency Courses
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