Joseph Kirwin
Huntley,IL
Summary
Service-oriented Customer and Technical Support Representative with over twenty years of experience working with customers over phone, e-mail, online chat or social media to resolve a broad range of concerns in a Team environment. Focused on providing exceptional service, and building relationships to drive positive change and cohesive, comprehensive business approaches. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
21
21
years of professional experience
Work History
Operations Manager, Customer Experience
Delta Millwork
Woodstock, IL
08.2019 - 03.2020
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Resolved customers' issues related to installations, late product deliveries and billing discrepancies to encourage good customer relationships.
- Spearheaded department training for introduction of Microsoft365.
- Enhanced company's social media footprint by maintaining Facebook and Instagram accounts.
Systems Analyst
UniCarriers Americas Corporation
Marengo, IL
11.2016 - 05.2019
- IT liaison for factory stores located in New England, provided onsite bi-monthly deskside support of 70+ users.
- Initiated cost savings by eliminating underutilized T1 circuit and POTS lines at factory stores resulting in $2500 per month savings.
- Performed system analysis, documentation, testing, implementation and user support for platform transitions.
- Implemented Finite Element Analysis hardware and software solution for HQ Engineering, reducing overall costs and rendering times, enabling small to medium simulations in-house vs. outsourcing.
- Coordinated proposals for new Managed Service Provider to replace aging fleet of printers and multifunctional devices.
IT Technical Analyst
Verizon Wireless
Rolling Meadows, IL
09.1998 - 11.2016
- Utilized extensive IT expertise to provide Tier-2 support to internal personnel, call center, retail, and remote locations.
- Ensured smooth operations, performing general maintenance, enhancements, testing, troubleshooting, and RMA of IT related hardware.
- Configured hardware, devices and software to set up work stations and point-of-sale equipment.
- Logged support tickets and closed when issues were resolved. Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Recognized by senior leadership for zero interruption of systems during seamless transition of call center relocation of 1200 users.
- Administrator of HP Device Manager for call center; executed deployment of 1000+ HP Thin Clients sixty days ahead of delivery, documented user acceptance testing results and created training materials.
Education
Bachelor of Science - Business Management
State University of New York At Plattsburgh
Plattsburgh, NY05.1989
Skills
- Analytical and Critical Thinking
- Multitasking Abilities
- Attention to Detail
- Problem-Solving
- Organization and Time Management
- Cultural Awareness
- Courteous with Strong Service Mindset
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
- Time Management
- Patient and Empathetic
- Microsoft Office Suite
Automotive Enthusiast
Lover of all things motorsports, current and classic cars.
Timeline
Operations Manager, Customer Experience
Delta Millwork
08.2019 - 03.2020
Systems Analyst
UniCarriers Americas Corporation
11.2016 - 05.2019
IT Technical Analyst
Verizon Wireless
09.1998 - 11.2016
Bachelor of Science - Business Management
State University of New York At Plattsburgh