Tom Romanelli
Hackettstown,NJ
Summary
Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.
Overview
24
24
years of professional experience
Work History
Supervisor/Manager
Engineering; A.M. Best Company
11.2017 - Current
- Conduct annual performance reviews for direct reporting employees
- Cutting unnecessary expenses by 10% each month to save on budget
- Accountable for Hardware Equipment Form tracking all disbursed equipment
- Produce and distribute Quarterly Availability Report
- Reconcile billing for external phone vendors; Telephones, Printers
- Responsible for Infortel site overseeing new and terminated employees
- Active Directory – Password resets, Add Members to appropriate security groups
- Implement new Helpdesk procedures
- Implementation and development of TOPdesk incident tracking system
- Responsible for reviewing and sending corporate update notifications, overseeing Outlook support staff, and uploading help documents to Helpdesk intranet page via SharePoint
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Evaluated employee performance and coached and trained to improve weak areas
- Achieved results by working with staff to meet established targets
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts
- Evaluated staff performance and provided coaching to address inefficiencies
Senior Desktop Support Specialist
A.M. Best Company
04.2014 - 11.2017
- Generated ID badges for current or new employees and deactivated inessential badges
- Trained end users on the use of the VPN\Remote Desktop
- Was responsible for maintaining and distributing Corporate Update emails
- Backed up Helpdesk Support, supported internal users via telephone and email
- Managed Cisco Softphone software on required AM Best laptops
- Enhanced helpdesk ticketing system, resulting in 25% reduction in support call turnaround time
Lead Technical Product Support Specialist
A.M. Best Company
04.2008 - 04.2014
- Managed team of five, servicing internal and external customers
- Monitored incoming and outgoing customer contacts
- Conducted annual performance reviews for Technical Support Team
- Researched complex inquiries and provide comprehensive solutions
Help Desk Analyst
Dendrite
07.1999 - 12.2007
- Trained staff on programs/applications and provided weekly development reports
- Mentored new hires on Help Center troubleshooting, policies, and procedures
- Provided customer support and technical support to 50 + customers daily
Education
Help Desk Analyst -
Chubb Institute of Technology
Parsipanny, NJ06.1999
Skills
- Microsoft: Word, Excel, PowerPoint, Teams, and Teams IP Phone
- Software: Cisco Call Manager, Kronos, Active Directory, Citrix, MFA, and SharePoint, Windows 10, Microsoft Systems, and macOS
- Printers: Billing, supporting, faxing, scanning, and implementation of replacement devices
- User Experience, friendly and patient and highly dependable Fast learner, Customer Service oriented
Timeline
Supervisor/Manager
Engineering; A.M. Best Company
11.2017 - Current
Senior Desktop Support Specialist
A.M. Best Company
04.2014 - 11.2017
Lead Technical Product Support Specialist
A.M. Best Company
04.2008 - 04.2014
Help Desk Analyst
Dendrite
07.1999 - 12.2007
Help Desk Analyst -
Chubb Institute of Technology
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