Promoted to Director of User Services in recognition of the successful management of additional responsibilities.
Promoted to Manager of User Services.Additional responsibilities included the management of an additional 20 student employees, 5 full-time staff, and 22 public computer labs.
Assumed responsibility for purchasing all computer hardware and software, inventory of all campus hardware and software, costs associated with each and replacement cycle.Consolidated the management of all purchasing efforts resulting in cost savings and improved campus service.
Supervised 14 student consultants, three staff support positions and repair shop to ensure all faculty, staff, and students received training, implementation, service and repair of computers.
Supervised customer support team including Technical Support Representatives, Trainers, and Technical Writer to provide 465 customers, support services.Efforts resulted in an increase of 54% in support-generated revenues.
Promoted to Team Leader. Managed a team of customer support reps providing front-line support on 37,000 products for the retail customers. Coordinated training program for 32 customer support reps to increase knowledge and understanding of products as well as good customer service practices. Implemented vendor training program to increase customer support rep familiarity with vendor products.
Provided technical support and customer service on hardware and software issues for computer users at all levels to maintain customer base and build customer loyalty.
Adia Personnel Services, Columbus, Ohio1992-1996
Special Projects Coordinator(1993-1996)
Coordinated leased employee program for twelve states.Managed all unemployment, counseling, termination and other human resource functions as well as collection of invoices.