Summary
Overview
Work History
Education
Skills
Certification
Hardware
Work Availability
Timeline
AdministrativeAssistant

Elia Schulze

Glenside,PA

Summary

Attentive Desktop Support Technician with 25 years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Remote Support

Digital Innovation
11.2015 - Current
  • Coordinated remote support services for off-site employees, ensuring seamless access to critical systems and resources.
  • Delivered exceptional customer service while providing remote support for various client networks across multiple industries and sectors.
  • Coordinated scheduling for both onsite visits and remote support sessions according to client availability and preferences.

Customer Service Manager

Digital Innovation
11.2015 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.

Administrative Assistant

Digital Innovation
11.2015 - Current
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
  • Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
  • Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
  • Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
  • Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.

Windows Administrator

The Reinvestment Fund
01.2007 - 01.2011
  • Migrated legacy systems to updated platforms, minimizing disruption to business operations and endusers.
  • Improved overall network security through regular patch management and vulnerability assessments.
  • Increased efficiency with the automation of routine tasks using PowerShell scripts and scheduled tasks.
  • Implemented backup strategies for critical data protection against loss or corruption events, minimizing business impact during recovery efforts.
  • Established best practices for Windows server administration, contributing to a more consistent and efficient work environment.

System Support Technician II

Popular Financial Holdings
01.2004 - 01.2007
  • Trained new technicians on standard operating procedures, ensuring consistency across the team.
  • Performed troubleshooting and diagnosis on malfunctioning equipment.
  • Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
  • Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
  • Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
  • Optimized system performance thorough testing and analysis.
  • Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology.

Internal Training Supervisor

United Parcel Service
01.1999 - 01.2005
  • Mentored new hires during their onboarding process, accelerating their integration into the company culture and work environment.
  • Updated employees with latest policies, procedures and compliance standards.
  • Provided recommendations for process improvements and discontinuation of ineffective or outdated methods.
  • Managed the logistics of on-site and off-site training events, ensuring seamless delivery and optimal resource allocation.
  • Partnered with HR teams to align talent development initiatives with organizational goals, fostering a workforce equipped for success in a competitive market landscape.

Lead External Technician

United Parcel Service
01.1999 - 01.2005
  • Performed troubleshooting and diagnosis on malfunctioning equipment.
  • Repaired, upgraded and inspected electronic, electrical and mechanical systems.
  • Conducted quality inspections of completed work, ensuring compliance with established standards and specifications.

Administrative Assistance/IT Liaison

ReMax Keystone/JDB Service Group
01.2013 - 01.2014
  • Enhanced customer satisfaction by swiftly addressing concerns and providing solutions to various issues.
  • Solved conflicts and addressed issues that occurred between other entities and business.
  • Acted as the liaison between upper management and staff members, promoting positive working relationships built on trust.
  • Collected and analyzed data and feedback to identify opportunities to improve relationship between other entities and business.
  • Aided in the development of training materials, contributing to the ongoing education of team members and improved performance outcomes.
  • Managed complex schedules to coordinate travel, meetings, and events for executive leadership teams.

Project Manager

Grass Roots
01.2012 - 01.2014
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Planned, designed, and scheduled phases for large projects.
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
  • Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.

Service Desk Level 1 Analyst

Popular Financial Holdings
01.2004 - 01.2007
  • Implemented predictive analytics techniques that enabled proactive adjustments to business strategies based on emerging trends.
  • Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
  • Improved team collaboration with implementation of new communication tools.
  • Developed comprehensive training materials for new analysts, improving onboarding efficiency.
  • Increased customer satisfaction by analyzing feedback and implementing necessary changes.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Helped meet changing demands by recommending improvements to business systems or procedures.

Controller of Accounts Payable & Receivable

Digital Innovation LLC
11.2015 - Current
  • Supervised accurate, efficient, and compliant completion of monthly financial reporting packages.
  • Followed up with delinquent accounts to obtain funds and reduce aging balances.
  • Provided insightful financial analysis to support executive team in making informed business decisions.
  • Increased cash flow by diligently managing accounts receivable and implementing effective collection strategies.

Education

Pursuing B.A., Business Management and Computer Sciences -

Montgomery County Community College

Business Management and Computer Sciences -

DeVry University

Business Management and Psychology -

Millersville University

Skills

  • Training Skills
  • Troubleshooting skills
  • Remote Support Management
  • Support and Maintenance
  • Remote Training Management
  • Customer Focus
  • Innovation and Creativity
  • Staff Training
  • Multitasking Abilities
  • Excellent Communication
  • Team Collaboration
  • Adaptability and Flexibility
  • Task Prioritization

Certification

  • Openeye Channel Partner Certifications
  • Alarm.com Partner Certification
  • STI Knowledge Certified
  • Dell Certified
  • Improvement Team Chair
  • Co-chaired UPS Health & Safety Committee
  • Served on Retention Committee
  • Mentor for the Wakisha and Mastery Charter Schools
  • Philadelphia Salesforce User Group

Hardware

  • Networking Hardware: Cisco, TP-Link, TrendNet, Netgear
  • Video Surveillance Systems: Alarm.com, Openeye, InVid, Hikvision,
  • Access Control Systems: Linear Nortek, Alarm.com, Doorbird
  • Remote Support Software: Zoho Assist, TeamViewer
  • Telephone Systems: Yealink, NEC, Skyswitch
  • Apple environments: iPhone, iPad, & MAC


Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Remote Support

Digital Innovation
11.2015 - Current

Customer Service Manager

Digital Innovation
11.2015 - Current

Administrative Assistant

Digital Innovation
11.2015 - Current

Controller of Accounts Payable & Receivable

Digital Innovation LLC
11.2015 - Current

Administrative Assistance/IT Liaison

ReMax Keystone/JDB Service Group
01.2013 - 01.2014

Project Manager

Grass Roots
01.2012 - 01.2014

Windows Administrator

The Reinvestment Fund
01.2007 - 01.2011

Service Desk Level 1 Analyst

Popular Financial Holdings
01.2004 - 01.2007

System Support Technician II

Popular Financial Holdings
01.2004 - 01.2007

Internal Training Supervisor

United Parcel Service
01.1999 - 01.2005

Lead External Technician

United Parcel Service
01.1999 - 01.2005

Pursuing B.A., Business Management and Computer Sciences -

Montgomery County Community College

Business Management and Computer Sciences -

DeVry University

Business Management and Psychology -

Millersville University

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Elia Schulze