John Dinkel
Topeka,Kansas
Summary
Service-focused Customer Engineer bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software and hardware with expertise in related roles.
Overview
17
17
years of professional experience
Work History
System Services Represenative
International Business Machines, IBM
Topeka, KS
09.2013 - 10.2021
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Worked with Admins to schedule MES or microcode changes/installations for without interrupting day-to-day happenings.
- Responded proactively and positively to rapid change.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Managed on-site installation, repair and maintenance and test tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices and software to set up set up Enterprise and Business class systems/environments for customers.
PSM Analyst
International Business Machines, IBM
Topeka, KS
07.2011 - 09.2013
- Oversaw all daily operations of tape operations at 15 remotes sites across country.
- Completed physical inventory counts each month.
- Performed data entry and completed proper, audited paperwork.
- Collaborated with management and fellow supervisors to organize operations and achieve demanding schedule targets.
- Coordinated site investigations, documented issues and escalated to executive teams.
- Scheduled vendor and service companies for various types of operations.
Tape Operations Site Supervisor
Pomeroy IT Solutions
Topeka, KS
10.2006 - 07.2011
- Developed work schedules for team members to maximize shift coverage.
- Collaborated with management and fellow supervisors to organize operations and achieve demanding schedule targets.
- Evaluated team member strengths and assigned tasks based upon expertise and background.
- Oversaw employee attendance record, handled payroll and ordered new materials for sites.
- Interviewed, hired and trained new workers.
- Scheduled vendor and service companies for various types of operations.
- Completed physical tape inventory counts each month.
Tape Operator
CTS
Topeka, United States
10.2004 - 10.2006
- Performed troubleshooting of mainframe tape system performance and provided solutions to discovered problems.
- Assisted programmer users with virtual or physical tape issues.
- Handled server system troubleshooting and provided technical support to entire team for computer operations.
- Coordinated with IT teams to resolve mainframe and open system software and hardware problems.
Education
High School Diploma -
Topeka West High School
Topeka, KS05.1999
No Degree - BS in Computer Information Systems
Washburn University of Topeka
Topeka, KSSkills
- Customer Data Confidentiality
- Upbeat and Positive Personality
- Customer Retention Strategies
- Mainframe Systems
- Responding to Difficult Customers
- Storage Systems
- Efficient and Detail-Oriented
- IBM Servers
- Service Delivery
- Technical Support Services
Timeline
System Services Represenative
International Business Machines, IBM
09.2013 - 10.2021
PSM Analyst
International Business Machines, IBM
07.2011 - 09.2013
Tape Operations Site Supervisor
Pomeroy IT Solutions
10.2006 - 07.2011
Tape Operator
CTS
10.2004 - 10.2006
High School Diploma -
Topeka West High School
No Degree - BS in Computer Information Systems
Washburn University of Topeka
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