CHRISTOPHER PALIN
Bellingham,MA
Summary
First-rate detail oriented IT Technical Analyst with 9 years of experience offering outstanding Tier 2 and Tier 3 support to users of all levels. Exceptional skills and knowledge in telecommunications, and a subject matter expert on Android and Windows systems. Excels in troubleshooting highly technical, complex issues. Skilled in working under pressure and meeting deadlines and welcomes new challenges to enhance the organizational brand. A definite asset and team player.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Logistics Manager
MetroWest For Amazon, Inc.
Milford, MA
10.2020 - 02.2021
- Handled day-to-day shipping and receiving overseeing more than 300 packages per day.
- Expedited resolutions of shipping errors and packaging mistakes.
- Led value-added customer service team that consistently over-delivered on customer expectations.
- Coordinated dispatching of 19 drivers to accomplish daily delivery requirements.
- Conducted research to address shipping errors and packaging mistakes.
- Trained new staff on job duties, company policies and safety procedures for rapid onboarding.
IT Project Manager
CVS/caremark
Lincoln, RI
04.2015 - 11.2017
- Proposed and implemented system enhancements to improve performance and reliability of network connectivity and in-store security within a retail store environment.
- Oversaw large-scale store and pharmacy security system migration to a newly developed, more advanced system networking all locations together in approximately 3,500 stores
- Coordinated with 100s of technicians throughout the country providing scheduling, remote onsite technical support, ensuring that Service Level Agreement guidelines are maintained.
- Served as liaison and Point of Contact for all scheduled locations.
IT Project Manager
Compucom Systems, Inc
Foxborough, MA
05.2013 - 11.2013
- Responsible for maintaining established Service Level Agreements for multiple large scale corporate accounts.
- Primary consultant and manager for 7 major accounts, including Nationwide Insurance, which encompasses over 600 locations worldwide.
- Ensured network, system and data availability and integrity through preventative maintenance and upgrades
- Consistently met deadlines and requirements for all production work orders.
- Led bi-weekly Scrum planning meetings to develop team strategies and define project goals
- Translated technical specifications into detailed product requirements, providing
- Managed on-site IT and AV technical support for 7 major accounts
Network Analyst / Government Tier III Data IT Support
Verizon Wireless, Circle
Huntsville, AL
10.2007 - 08.2012
- Handled highly sensitive Government and Public Safety accounts under strict Federal and State guidelines
- Static IP Manager and technical support for wireless HUBs and devices for multiple large, high profile accounts such as the Chicago EMS, FBI, and DEA
- Single point of contact to FEMA for Wireless Priority Support response and deployment during events such as forest fires and tornadoes
- Upgraded and expanded network systems and their components, to include 2G to 3G, Rev A, 4G technologies, and most recently IPv4 to IPv6 migration and authentication process enhancements
- Performed as Network Analyst and Project Manager monitoring multiple nationwide trouble ticket databases, coordinating with Motorola and Samsung (Windows and Android) to enhance device stability and function
- Spearheaded Enhanced Data Technical Support Echelon Tech IV for Verizon Wireless after being promoted from Tier I to Tier III in less than 30 days
- Other functions include Quality Assurance, Data Training Instructor, Subject Materials Expert (SME), Knowledge Base (KB) contributor
Wireless Data Support
Verizon Wireless
Elgin, IL
11.2003 - 10.2007
- Provided Customer Service and Technical Support for the Verizon call center, receiving approximately 20,000 calls weekly
- Mastery of Customer Service Management Systems with extensive utilization of technical network and switch tools and working with multiple billing systems
- Oversaw call center employees ensuring customer satisfaction goals were consistently met while serving as New Hire Training Instructor for 2 consecutive terms
- Served as New Hire Training Instructor for 9 months and conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates
- Implemented Project Boomerang to encourage customer retention and enhance the customer experience, improving company revenue by at least 10%
- During the first year of employment selected twice for Customer Service Representative of the Quarter and the winner of the Roads to Riches national sales incentive program, more than doubling the sales requirement
- Promoted from Customer Service to Tier II Coordinator and Tier III Data Support in a duration of only 2 weeks
Education
Certificate - IT Networking
Virginia College Technical
Pelham, AL04.2008
Associate of Science - IT Support / IT Networking
Pulaski Technical College
North Little Rock, AR05.2003
Associate of Science - Electrical Engineering / IT Support
Community College of The Air Force
USA05.1996
Certified - Electrical Engineering Technology
Community College of Rhode Island
Warwick, RI05.1992
Skills
- Microsoft Certification
- Technical Analysis & Support
- Technical Writing and performance optimization
- Training and Development
- Advanced problem solving
- Project Management
- Procedure development
- Issue and Resolution Tracking
- Technical Troubleshooting
- Analytical and Methodical
- Flexible and Adaptable
- Self-Motivated
- Attention to Detail
- Highly Professional
Certification
- CompTIA A+ Certification
- CCNA - Cisco Certified Network Associate
- Microsoft Certified Desktop Support Technician (MCDST)
Timeline
Logistics Manager
MetroWest For Amazon, Inc.
10.2020 - 02.2021
IT Project Manager
CVS/caremark
04.2015 - 11.2017
IT Project Manager
Compucom Systems, Inc
05.2013 - 11.2013
Network Analyst / Government Tier III Data IT Support
Verizon Wireless, Circle
10.2007 - 08.2012
Wireless Data Support
Verizon Wireless
11.2003 - 10.2007
Certificate - IT Networking
Virginia College Technical
Associate of Science - IT Support / IT Networking
Pulaski Technical College
Associate of Science - Electrical Engineering / IT Support
Community College of The Air Force
Certified - Electrical Engineering Technology
Community College of Rhode Island