Anthony Mondello
Brick,NJ
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
16
16
years of professional experience
Work History
Help Desk Supervisor
Jersey Mike's Subs
, NJ
03.2022 - 01.2023
- Reviewed employee performance and surveyed customers to determine areas for improvement.
- Scheduled staff and delivered training materials and information.
- Monitored problem management database and followed up with assigned personnel.
- .
- Provided basic end-user troubleshooting and desktop support.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Recruited, trained and supported help desk technicians and representatives.
- Assisted with updating technical support best practices for use by team.
- Documented support interactions for future reference.
- Wrote training manuals for their proprietary software.
Help Desk Assistant Supervisor
Jersey Mike's Subs
, NJ
01.2021 - 03.2022
- Worked with management team to implement proper division of responsibilities.
- Supported Supervisor by preparing production reports and collating quality documentation.
- Set overall vision and provided team leadership.
- Evaluated employee performance and coached and trained to improve weak areas.
- Managed the ordering department
Help Desk Technician
Jersey Mike's Subs
, NJ
10.2017 - 01.2021
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Configured hardware, devices, and software to set up work stations for employees.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Assisted with updating technical support best practices for use by team.
- Walked individuals through basic troubleshooting tasks.
Software Support Specialist
Ebillity
Neptune, NJ
11.2016 - 10.2017
- Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Assists customers in troubleshooting and resolving issues with company products
- Ensures customers understand operating requirements of all products
- Establish customer accounts using the applicable billing system
Delivery Driver
Aarons
, NJ
03.2015 - 04.2015
- Deliver a wide variety of items to different addresses and through different routes
- Follow route and time schedule
- Load, unload, prepare, inspect and operate delivery vehicle
- Ask for feedback on provided services and resolve clients’ complaints
- Collect payments
- Inform on new products and services
- Complete logs and reports
- Follow DOT regulations and safety standards
Customer Service Technician
Digital Gadgets
Marlboro, NJ
02.2012 - 03.2012
- Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Sought to foster a friendly relationship with customers, yielding customer loyalty and repeat business
- Prepared product or service reports by collecting and analyzing customer information.
Cashier
Shop Rite
, NJ
09.2008 - 10.2011
- Utilizing excellent customer service skills, and with the goal to securing and growing client base, assisted customers with store layout and finding items to purchase
- Maintained excellent customer relations, and bagged groceries at point of purchase
- Maintained an accurate cash drawer; monitored environment to safeguard against theft
Cashier
Pathmark
, NJ
10.2006 - 06.2008
- Maintained an orderly environment and an accurate cash drawer
- Sought to foster a friendly relationship with customers, yielding customer loyalty and repeat business
- Demonstrated skills to process information/merchandise through register system
Education
Associate - Applied Science in Computer Information Systems
DeVry University
Skills
TECHNCIAL SKILLS and KNOWLEDGE
Timeline
Help Desk Supervisor
Jersey Mike's Subs
03.2022 - 01.2023
Help Desk Assistant Supervisor
Jersey Mike's Subs
01.2021 - 03.2022
Help Desk Technician
Jersey Mike's Subs
10.2017 - 01.2021
Software Support Specialist
Ebillity
11.2016 - 10.2017
Delivery Driver
Aarons
03.2015 - 04.2015
Customer Service Technician
Digital Gadgets
02.2012 - 03.2012
Cashier
Shop Rite
09.2008 - 10.2011
Cashier
Pathmark
10.2006 - 06.2008
Associate - Applied Science in Computer Information Systems
DeVry University