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CASEY BOHMAN

309 Westfield ST                                                                                                                   585-889-9876

Rochester, New York 14001                                                                     E-Mail: Casey.Bohman@ATT.net

OBJECTIVE

To grow and excel in technical customer service.

EDUCATION:           

Bryant & Stratton College, Rochester, NY

A.S., Information Technology, August 2007

Dean’s List (4.0 GPA) & Perfect Attendance, Bryant & Stratton - Award of Excellence – IT 2008

Who’s Who among Students in America’s Junior Colleges 2008

Pennsylvania State University, State College, PA

B.S., Food Science

B.S., Microbiology

QUALIFICATIONS

·         Listen to and analyze users problems; communicate effective solutions

·         Talk end users through resolving problems, thereby improving their software/ computer knowledge

·         Utilize computers to monitor processes and network traffic

·         Solve basic hardware, software and operating system problems

·         Supervisory and quality control experience

·         Nine years R&D, Product Development, and Quality Control in food product development.

ACCOMPLISHMENTS

Created an internal web site, to centrally locate technical resources and problem solutions.

Result:  Improved efficiency finding resolutions when troubleshooting problems.

Through hands-on analysis of a production process, planned and implemented a process improvement. Result:  Improved professional appearance of products shown to potential customers.

Developed and maintained a properly qualified QC staff for all shifts. 

Result:  Minimized or eliminated rework and downtime due to attentiveness of competent staff.

Supervised workers on evening shift when needed. 

Result:  Reduced need to staff a supervisor on slow nights, thereby decreasing payroll expenses.

CERTIFICATION, COMPUTER SKILLS

Operating Systems:    Win XP. Familiarity with Win 7, Vista, 2000, Server 2003, 9.x and Mac 8.6 to X.

Applications:               MS Word, Excel, Outlook, Outlook Express, Internet Explorer, Firefox and Opera

Certification:               A+ (Through CompTIA 2000)
CASEY BOHMAN  Page 2

EXPERIENCE

Customer Service Technician (Contract Assignment)                                             Dec 2010 – Present

Xerox, Rochester, NY

Email and electronic support for users requesting Xerox

·           Provision or escalate requests assuring Sarbanes-Oxley Guidelines are followed

Time & Attendance Support Representative                                                       Sept 2008 – Aug 2010

Paychex Corporation, Penfield, NY

Inbound phone technical support for the Paychex Time and Attendance products.

·         Assist and teach clients in resolving problems using their Time and Attendance product

·         Escalate unresolved incidents to the Team Leads and other groups

·         Provide communications to the Appropriate Departments regarding client requests, etc

·         Work with team members to meet or exceed Department, Team and Individual Goals, including supporting Time & Labor Online Account Specialists with client account updates and modifications

·         Participate on projects within the Time and Attendance support department

·         Performance Awards, Achievements received:

Supervisor Recognition Award – June 2010
External Client Customer Service Awards – March 2009, February 2010, March 2010, April 2010
Employee of the Month: Service Excellence Award – November 2008
Internal Client Customer Service Award – October 2008

Service Desk Technician (Contract Assignment)                                                    Oct 2007 – Sept 2008

EDS (supporting Xerox), Webster, NY

Inbound call and email support for numerous Xerox businesses

·           Including systems administration, password resets, issue escalations and issue resolutions

Internship                                                                                                                  (during final semester at Bryant & Stratton College)                                                                                                          April – August 2007

Strong National Museum of Play, Rochester, NY

Assist IT department on many tasks in numerous areas

·         Set up customized builds of new museum computers: hardware, operating systems and software

·         Configure and troubleshoot issues on various hardware, peripherals, operating systems and applications

Help Desk Technician (Contract Assignment)

Rochester City School District, Rochester, NY                                                                            2005-2006

·         First level computer, data network and telcom problem resolution

·         MIS operations assistance

Data Delivery Coordinator (Contract Assignment)                                                                  2003-2005

Choice One Communications, Rochester, NY

·         Provision and build new data circuits, including configuration in the Central Office switch

·         Assist installation techs with configuring and troubleshooting system and modem installs

·         Phone support business clients to set up and troubleshoot their DSL and T1 data services,

SOHO router setup and coordination of accurate DNS hosting through Choice One

Help Desk Technician                                                                                                             2000- 2002

Frontier / Citizens Communications, Rochester, NY

Provided phone support for Internet customers, including adjustment of customer accounts

·         Assisted customers in set-up, maintenance, and troubleshooting their Dial-Up and DSL Internet,
E-Mail accounts. 

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