Henry G. Marquardt III
Lena,WI
“Whether you think you can, or you think you can't – you're right,”
Henry Ford
Summary
Objective: To secure a responsible, challenging position to utilize vast skills, with opportunity for advancement for optimum growth potential.
Qualification: A competent professional with proven skills with a strong record of achievement in providing the necessary expertise to ensure streamlined operations and increased profitability. A driven, self-disciplined and dedicated business professional that approaches all tasks with limitless creative energy. Quickly and effectively process of making choices by identifying a decision, gathering information, and assessing alternative resolutions. Detail-oriented, professional and strategic, a capable decision-maker, team player and natural leader focused on harnessing active creative energy to deliver on achievable budgets, milestones, and objectives. Over 20+ years’ experience with computer hardware and software, with skills in all Microsoft operating system platforms, Apple and Linux.
Overview
20
20
years of professional experience
5
5
years of post-secondary education
Work History
Tech Coach, CustomerService
Verizon; Asurion
WAH, WI
01.2016 - 05.2020
- Ensured all company required procedures are followed
- Display courtesy and strong interpersonal skills with all customer interactions
- Researched issues on various computer systems and databases to resolve complaints and answer inquiries
- Referred difficult issues to upper management while maintaining positive rapport and patience with customer
- Walk customers through claim procedures when necessary and provide 1 (one) call resolution
- Troubleshoot technical equipment / programming through use of Client’s resource systems to identify root causes and provide appropriate resolution.
Graphic Design/IT Specialist /Customer
Quartz Graffix
Coleman, WI
04.2011 - 01.2020
- Conceive and implement stunning graphic solutions for array of print and digital projects including websites, banners, reports, marketing collateral, campaign graphics, packaging, large format graphics, data visualizations and info graphics, presentations and video graphics
- Coordinated and lead multiple project teams to interpret client needs in coherent and constructive format for creative development of project, delegated and presented design ideas specific to projects and clients
- Responsible for all accounts utilizing Quick Books and ordering of all supplies and inventorying.
- Completed final touches for projects such as images sizes and font selection.
- Developed creative design for print materials, brochures, banners, and signs.
- Met with customers to present mock-ups and collect information for adjustments.
- Configured hardware, devices, and software to set up work stations for employees
Customer Service, Case Manager
DirecTV
Nashville, TN
01.2014 - 06.2016
- Professionally handle incoming and outgoing requests from customers and ensure that issues are resolved both promptly and accurately
- Deliver world class customer service by communicating with energy and personal confidence
- Determine appropriate courses of action to ensure result is successful both from Client and customer standpoint and documents interaction through contact tracking, and provide 1 (one) call resolution
- Provide accurate product information and serve as knowledgeable resource for customer, accurately representing Client and Asurion
- Meet/exceed all monthly key performance standards, and deliver exception reliability and adherence to schedule.
Lead Technician
Computer Medics
Las Vegas, Nevada
01.2004 - 07.2005
- Effectively troubleshoot any computer related problems and/or difficulties while implementing viable solution to ensure efficient and smooth flow of overall operations and procedures
- Inspecting breakdown of equipment and repairing problem/s, ensuring 101% Customer Satisfaction
- Creating and Training for process of franchise.
- Tracked equipment and inventory, maintaining prescribed levels for technical equipment and supplies.
Lead Technician / Remote Support
Affordable Computer Solutions
Las Vegas, NV, Lena, WI
01.2001 - 07.2005
- Marketing & networking, responsiveness & quality, while generating repeat customers
- Securing and maintaining multiple contracts, including large deployment and maintenance
- Effectively troubleshoot any computer related problems and/or difficulties while implementing viable solution to ensure efficient and smooth flow of overall operations and procedures
- Responsible for escalated on-site service calls, determining final decisions and overriding of charge
- Complete setup and support of surveillance systems, including configuration of network protocols for remote viewing.
- Managed team performance by training, mentoring, disciplining, and motivating employees
- Managed daily activities, assigned tasks to specific staff members and utilized proven management techniques to cut work flow downtime and maximize revenues
Manager/Senior Technician
Friendly Computers
Las Vegas, Nevada
04.2002 - 09.2003
- Effectively delegating responsibilities and supervising business operations while implementing viable solution to ensure efficient and smooth flow of overall operations and procedures
- Hiring, training, motivating and coaching employees to providing attentive, efficient service to customers
- Assessing employee performance and providing helpful feedback and training opportunities
- Managed and motivated employees to be productive and engaged in work.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opening and closing of store; including logging of all daily transactions completing all daily tasks.
Case Management / Supervisor
ClientLogic Corp, Dell, Dell Technical Support
Las Vegas, Nevada
07.2000 - 04.2002
- Performed Help-desk support/troubleshooting and resolving within time frame
- Verifying and making necessary changes to customer contact information, shipping necessary parts if applicable
- Responsible for unsatisfied customers; determining final decision/s
- Maintaining overall operations by conducting procedures to 50+ call center representatives
Education
Certificate: Dell Technical Support -
01.2001 - 05.2001
Certificate: MicronPc - Computer Installation And Repair Technology
05.2000 - 05.2001
Micron Tech. Support - Computer Science
01.1999 - 05.2000
Certification: A+ Certification G.P.A. 3.85 - Business
08.1994 - 05.1996
GPA: 3.47
Paralegal Diploma - undefined
01.1991 - 05.1991
High School Diploma -
12.1989 - 05.1990
Skills
Performance Optimization
System Provisioning
Software Debugging
Local Area Network (LAN) Engineering
Data Retention Deployment
Remote IT Implementation
Mac systems
Data recovery
Software diagnosis
Desktop support
Customer service expert
PC component diagnostics
Microsoft Office Specialist (MOS) Expert
Network diagnostics
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Tech Coach, CustomerService - Verizon; Asurion
01.2016 - 05.2020
Customer Service, Case Manager - DirecTV
01.2014 - 06.2016
Graphic Design/IT Specialist /Customer - Quartz Graffix
04.2011 - 01.2020
Lead Technician - Computer Medics
01.2004 - 07.2005
Manager/Senior Technician - Friendly Computers
04.2002 - 09.2003
Lead Technician / Remote Support - Affordable Computer Solutions
01.2001 - 07.2005
Clientlogic - Certificate: Dell Technical Support,
01.2001 - 05.2001
Case Management / Supervisor - ClientLogic Corp, Dell, Dell Technical Support
07.2000 - 04.2002
Clientlogic - Certificate: MicronPc, Computer Installation And Repair Technology
05.2000 - 05.2001
Western NV Community College - Micron Tech. Support, Computer Science
01.1999 - 05.2000
Community College of Southern NV - Certification: A+ Certification G.P.A. 3.85, Business
08.1994 - 05.1996
Western NV Community College - Paralegal Diploma,
01.1991 - 05.1991
White Pine County School District - High School Diploma,
12.1989 - 05.1990