Jeffery Coffey
Fife,WA
Summary
Experienced with managing support teams to deliver exceptional customer service. Utilizes problem-solving skills to address technical issues and improve support processes. Track record of maintaining high levels of customer satisfaction and team performance.
Overview
41
41
years of professional experience
1
1
Certification
Work History
IT Support Manager
CloudPWR
05.2016 - Current
- Led cross-functional teams to enhance customer service protocols and improve support response times.
- Developed and implemented training programs for staff to elevate service quality and operational efficiency.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Conducted vendor negotiations for hardware and software purchases, secured best pricing, established new cost reduction procedures, and generated purchase requests.
- Troubleshoot software application issues, providing accurate information to software developers and business staff to resolve issues.
- Managed departmental budget and provided monthly reports to senior management
IT Telecommunication Manager
TrueBlue Inc.
05.2007 - 01.2015
- Managed operations for the company's voice, wire, and computer data services on an MPLS network serving over 800 field locations.
- Reviewed cost and benefits of installing in-house telephone switching systems versus using common carriers.
- Consistently met project deadlines while maintaining high-quality deliverables, contributing to overall team success.
- Troubleshot and resolved technical issues, improving site reliability and functionality.
- Inspected equipment, assessed functionality, and optimized controls.· Planned, managed, administered, and maintained company-wide data and telecommunication services, including data and voice equipment, modems, multiplexers, routers, pagers, voicemail, and fax systems.
- Provided staff training and managed employee hiring, including temporary workers for large telecommunications projects.
IT Corporate Help Desk Manager
TrueBlue Inc.
04.2003 - 05.2007
- Led help desk team to enhance service response time and customer satisfaction.
- Developed training programs to improve staff technical knowledge and service delivery.
- Implemented ticketing system to streamline issue tracking and resolution processes.
- Analyzed support metrics to identify trends and optimize resource allocation.
- Provided Tier 1 IT support to non-technical internal users through desk-side support services.
IT Branch Support Help Desk Supervisor
Labor Ready
07.2001 - 04.2003
- Supervised help desk operations, ensuring timely resolution of technical issues and customer inquiries.
- Developed training programs for staff, enhancing team skills and service delivery.
- Implemented process improvements that increased efficiency in ticket management systems.
- Used ticketing systems to manage and process support actions and requests.
- Performed tests of functionality, security, and performance of different workstations and devices.
IT Branch Support Help Desk
Labor Ready
01.2001 - 06.2001
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Strengthened communication skills through regular interactions with others.
Power Production Specialist
United States Air Force
06.1985 - 06.1998
- Operated and maintained power generation systems to ensure optimal performance and reliability.
- Conducted routine inspections and troubleshooting for electrical equipment, enhancing operational readiness.
- Collaborated with engineering teams to implement system upgrades, improving efficiency and safety standards.
- Developed training materials for new personnel on power production protocols and safety procedures.
- Repositioned and operated generators during power outages.
Substation Mechanic
Niagara Mohawk Power Corp
06.1989 - 05.1998
- Installed switches, circuit breakers, transformers, metal-clad switchgear, control panels, high-voltage cables, and related instruments.
- Constructed control houses, wired control panels, and spliced/terminated cables.
- Operated heavy equipment including backhoe and bulldozer, erected steel structures, and performed bus welding.
- Moved, assembled, and degassed power transformers.
Education
Bachelor of Science - Computer Science
City University
Seattle, WA06.2018
Computer Science, Computer Systems
University of Pittsburg, PA,USA
Pittsburgn, PAComputer Science, Computer Systems
St. Bonaventure University
Saint Bonaventure, NYSkills
- Technical support expertise
- Teamwork and collaboration
- Problem-solving
- Continuous improvement
- Customer service expertise
- Team development
- Customer service understanding
- Training and mentoring
- Decision-making
Certification
- Avaya Administration
- Principles of Project Management
- ITIL Certification
- Successful Microsoft Office Communications Server Development
- BS in Computer Systems
Awards
Dean's List - City University, 2018
Timeline
IT Support Manager
CloudPWR
05.2016 - Current
IT Telecommunication Manager
TrueBlue Inc.
05.2007 - 01.2015
IT Corporate Help Desk Manager
TrueBlue Inc.
04.2003 - 05.2007
IT Branch Support Help Desk Supervisor
Labor Ready
07.2001 - 04.2003
IT Branch Support Help Desk
Labor Ready
01.2001 - 06.2001
Substation Mechanic
Niagara Mohawk Power Corp
06.1989 - 05.1998
Power Production Specialist
United States Air Force
06.1985 - 06.1998
Bachelor of Science - Computer Science
City University
Computer Science, Computer Systems
University of Pittsburg, PA,USA
Computer Science, Computer Systems
St. Bonaventure University