PIETRO PUGLIESE
BRONX
Summary
Award-winning customer support professional who has advanced quickly in all positions. Motivated to perform at peak levels and meet company goals. Technical Customer Service Specialist with the capacity to quickly learn and synthesize new networking technologies. Accomplished Program Manager with career history marked by successes in reducing costs, streamlining procedures and generating new revenue streams. Remarkable abilities in developing innovative business strategies.
Overview
13
13
years of professional experience
Work History
Computer Technician / Demo Products/Inside Sales Representative
Costco Wholesale Corp
Portchester
03.2021 - Current
- Provided technical support for client inquiries via telephone and email.
- Troubleshot complex technical problems related to hardware components, operating systems and applications.
- Installed appropriate security patches to eliminate security vulnerabilities.
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
- Diagnosed and determined system issues to route for repair.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Installed new systems and components according to service orders and manufacturer instructions.
- Acted as single point of contact for customers during technical faults and security-related events.
- Detected and corrected error messages within software and hardware reporting systems.
- Monitored system performance metrics to ensure smooth operation of all connected devices.
- Removed malfunctioning components and replaced with new or refurbished parts.
- Resolved customer complaints regarding the performance of their computers or other devices.
- Configured computers to network drivers and connected to printers and other peripheral equipment.
- Installed, configured and maintained computer hardware, software systems, networks and peripherals.
- Repaired malfunctioning laptop computers by replacing parts such as motherboards, hard drives, memory modules.
- Offered repair or service options to help customers make decisions.
- Assisted with customer requests and answered questions to improve satisfaction.
- Completed day-to-day duties accurately and efficiently.
- Conducted testing of software and systems to ensure quality and reliability.
- Responded to customer inquiries quickly and professionally to maintain customer satisfaction.
- Updated and maintained databases with current information.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked with cross-functional teams to achieve goals.
- Identified needs of customers promptly and efficiently.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked effectively in team environments to make the workplace more productive.
Driver
Fedex
Bronx
12.2020 - Current
- Load and unload packages
Customer Service Management/IT Technician
Bosfa Italian Restaurant
New Jersey
09.2020 - Current
- Communicate with customer's via phone, email, letter
- Resolve complaints and order issues
- Isolate and identify areas of improvement
- Supervise customer service managerial staff
- Train managers on how to effectively lead customer service agents
- Compile and print reports on overall customer satisfaction
- Analyze data and statistics
- Hire, Train , and terminate customer service agents
- Train agents on how to adequately address problem over the phone
- Provide scripts to read from during phone calls
- Install, configure and manage software and their functions
- Develop and main local networks
Manager
Patrizia's
Woodlawn
03.2012 - 01.2019
- Monitored market activity and quoted pricing to maintain healthy profit margins
- Planned client relationship cultivating events to promote growth, resulting in an expansion of clientele base by 60%
- Coached management on communication tactics with staff and customers regarding organization changes
- Evaluated current service needs and product satisfaction levels with established customers
- Analyzed budgets, financial reports and projections for accurate reporting of financial standing
- Checked figures, postings and accounting documents for correct entry, mathematical accuracy and proper coding
- Handled understaffing, disputes, terminating employees and administering disciplinary procedures
- Entered financial information and payments to guarantee that employees and vendors were paid accurately and on time
- Ensured proper installation of cables, operating systems and software
- Trained users in the proper use of hardware or software
Education
High School Diploma -
Dot Certified
Skills
- Sales expertise
- Advertising knowledge
- Customer relations
- Account management
- Advanced cost control techniques
- Vendor sourcing and negotiations
- Budgeting and finance
- Event management
- Payment processing
- Multi-tasking skill
- Advanced clerical knowledge
- Team player
- Staff development
- Extremely organized
- Quick learner
- People-oriented
- Positive and friendly
- Strong communication skills
- Innovative thinker
- System administration
- Web application development
- Audio and video systems
- Software libraries maintenance
- Internet setup and repair
- File transfers expert
- Routing protocols knowledge
- Desktop and laptop repair
- Internal components installation
- Remote access support
- Mobile devices
- LAN and WAN expertise
- System troubleshooting
- Microsoft Word proficiency
- Wiring diagrams
- Installation specialist
- Anti-virus software
- Electrical equipment maintenance
- Troubleshooting complex control systems
- Customer service specialist
- Network connectivity knowledge
Timeline
Computer Technician / Demo Products/Inside Sales Representative
Costco Wholesale Corp
03.2021 - Current
Driver
Fedex
12.2020 - Current
Customer Service Management/IT Technician
Bosfa Italian Restaurant
09.2020 - Current
Manager
Patrizia's
03.2012 - 01.2019
High School Diploma -
Dot Certified
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