Call Center Manager Resume Format in Word Free Download -->

Call Center Manager Resume Format in Word Free Download

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Yusuf Morgan
14 Olcott Street
Forest Hills, NY  11101
718-544-1010 (Home)       yusuf@nyc.rr.com (Email)

Summary of Qualifications
My qualifications include supervision of a call center, experience with computers (hardware and software). I have experience with MS Office, Windows95/98/2000/XP, Notes 4 / 5/6/8, Novell, ADS, VPN and various McKinsey proprietary software.
Work experience
11/2003 – 3/2010
McKinsey & Co.  New York City, New York
Helpdesk and IT Specialist
Responsible for providing technical support to 1000 + users in their North East Office cluster. Worked in a Windows 95/98/2000/XP/Win 7 environment.  Supported MS Office (Word, Excel, and PowerPoint), Helpdesk (proprietary app), Lotus Notes, Novel, ADS, Symantec Anti-Virus, Second Copy, Ghost and VPN/ Remote Access. Provided phone support to off-site users regarding various application and connectivity issues. Responsible for handling hardware related issues, as well as, dispatching & overseeing of technicians. Worked with ADS and Notes in an Administrative capacity. Liasoned with other depts. Responsible for all Call and Phone tracking reports, H/W authorized repairs and Blackberries.
3/1996 – 11/2003
I H S  New York City, New York
Corporate Helpdesk position for McKinsey & Co.
Responsible for providing technical support to 800 + users in their Firm office. Worked in a Windows 95/98/2000 environment.  Supported MS Office (Word, Excel, and PowerPoint), Helpdesk (proprietary app), Lotus Notes, Novel, Norton Anti-Virus, Second Copy and VPN/ Remote Access. Provided phone support to many off-site users regarding various application and connectivity issues. Responsible for handling hardware related issues, as well as, dispatching & overseeing of technicians. Worked with Novel and Notes in an Administrative capacity, As well as, interfacing with other depts. Responsible for all Call and Phone tracking reports & Skytel Pager billing.
  8/1995 - 2/1996
Remote Lojix, Inc.  New York City, New York
IT Tech
I worked in a consulting position to various companies. Responsibilities include coordinating moves, setting up of users and as a technical consultant. I am also responsible for hardware and software related problems
7/1991 - 4/1995
A&L Satellite, Inc.  New York City, New York
Director of Technical Operations / Call Center Manager
Worked in a managerial capacity in technical operations. Responsible for the daily operation of all computer and telecommunications equipment. Setup and coordinated projects for upgrading and replacing existing hardware/software. Maintained and installed computerized order entry system. Worked in a supervisory position in charge of 18 representatives. Responsible for aiding the representatives with technical and billing information. Coordinated the operations of various shifts with other supervisors to improve the response time and quality of our customer’s inquiries. Insured that all CSR material was up to date and that all representatives are properly trained. Helped to instruct CSR’s on use of computerized order entry system.
Education
Queens College   Queens, New York
Graduated in August 1989.
BA in Economics/ Computer Science minor.   3.05 GPA.
References

Available Upon Request.


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