Gary Fennell
IT Concierge Helpdesk Support
Ventura,California
Summary
Professional with more than 6 years of experience working as a Concierge for IT Support Help Desk Support.
Dedicated to learning, growing, and succeeding in Technology, IT Support work place.
Strengths in Customer Service, and Accounts Payable, backed up by serving as a US Airways regional airline manager for Santa Barbara Airport,
CA.
Team player with the ability to provide outstanding customer service.
Communications
Reservations management
Policy and procedure adherence
Problem resolution
Customer service
Regulatory compliance
Supervision
Budgets
Overview
18
18
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
Work History
IT Concierge Support
EmployBridge
Santa Barbara, CA
07.2016 - 08.2023
- Solved IT Helpdesk issues, improved operations, and provided excellent customer service
- Answered Telephone calls through Help desk ticket request, routed ticket problems to correct departments, to help customers with their questions and concerns.
- Answered over 140 tickets per day, with 15 to 20 phone calls throughout each work day schedule.
Concierge Help Desk Support
EmployBridge
Santa Barbara, CA
01.2015 - 08.2023
- Provided technical CRM assistance to network users
- Keeping track of both customer and employee inquiries in company database.
- Managed all IT related ticket problems, with multiple different technical issues.
- Managed over 100 technical tickets daily.
- Worked well in tech team setting, providing support and guidance.
- Developed and maintained courteous and effective working relationships.
- Resolved problems, improved operations and provided exceptional service
- Worked effectively in fast-paced environments
- Learned and adapted quickly to new technology and software applications
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Demonstrated leadership skills in managing projects from concept to completion
Accounts Payable Assistant
Select Staffing/ Employbridge
Santa Barbara, CA
11.2011 - 01.2015
- Used Concur to enter financial information and generate reports
- Helped Process Invoices
- Ran Pay cycles and printed checks for payments to vendors
- Used excel spreadsheets for reports
- Assisted manager with reports
- Put together AP reports and discrepancy reports to display Lawson & Concur data.
- Managed over 60 vendor accounts, mostly telecom and IT vendors.
Service Station Manager
US Airways
Santa Barbara, CA
01.2006 - 08.2010
- Resolved customer passenger issues, to maintain high levels of customer satisfaction in aviation travel, especially in fast paced airline business out of SBA Municipal Airport.
- Compiled monthly work schedules for employees and creating daily task.
- Documented Airline Safety Reports for Santa Barbara FAA & TSA Administration.
- Prepared Bank Deposits and Reports, for weekly airline ticket sales & baggage chargers.
- Provided training for new hires in Santa Barbara Municipal Airport, using ground equipment, and explaining safety procedures implemented by company policy.
- CRO Customer Resolution in SBA (customer resolution officer) position required understanding serious complex issues, and resolving them immediately.
- Provided excellent service, and attention to detail when dealing with customers face-to-face or during phone calls, using empathy, politeness and respect.
- Led my team of service station employees, providing training and guidance to improve overall productivity and efficiency.
- Optimized scheduling practices to ensure adequate staffing during peak hours without incurring unnecessary labor costs.
- Represented US Airways and Santa Barbara, CA Airport by making travel pleasant, safe and enjoyable.
Education
Bachelor of Arts - Music Education
UCSB
Santa Barbara, CA 08.1997 - 07.1999
Associate of Arts - Music Education
Santa Barbara City College
09.1994 - 05.1997
Skills
Experience: US Airways Station Manager S84 Goleta California April2009 (laid off company in Chapter 11 Bankruptcy) 5 years experience
Completed Supervisor Leadership Class in 2008
Attended Select Staffing Employbridge Tech Training in Rancho Cucamonga, CA in 2015
Completed Different Training Modules in Linkedin for Customer Service
Equipment Operation Such as Airline Belt loaders, Tugs, and towing equipment
Certification
First Aid/CPR Certified.
Timeline
IT Concierge Support
EmployBridge
07.2016 - 08.2023
Concierge Help Desk Support
EmployBridge
01.2015 - 08.2023
Accounts Payable Assistant
Select Staffing/ Employbridge
11.2011 - 01.2015
Service Station Manager
US Airways
01.2006 - 08.2010
Bachelor of Arts - Music Education
UCSB
08.1997 - 07.1999
Associate of Arts - Music Education
Santa Barbara City College
09.1994 - 05.1997