Daniel Wieczorek

5580 Heritage Court Dr. Apt 1A

Wilmington, DE 19808 

Phone: 302-463-0685

E-mail: Daniel_Wieczorek@ymail.com

Objectives

  My goal is to obtain a position in the IT or technical support field, where my ability to learn new things (programming languages, applications, technologies), deal with & solve problems, and help people (whether they be customers or employees), will be not only be put to use, but be challenged, made to grow, and (ultimately) be an asset for the company.

Technical Disciplines

Languages and Development Tools

Process and Management

Platforms

Applications

Education

High School Diploma (8/92 - 6/93)

Caesar Rodney High School – Camden-Wyoming, De

Experience

}          Comcast, Newark, DE

IP Tech Support CAE (Advanced Products) (08/07 – 03/11)

·   Working in a call center environment.

·   Offering help, support & information to customers of all “technical” skill levels in a courteous manner.

·   Being able to explain (sometimes) complex technical issues in a way so that they can be understood regardless of customers’ comfort level with technology.

·   Dealing with customers’ issues and problems in an efficient manner while striving for ‘one call resolution’.

·   Troubleshooting remote equipment and issues using various network tools.

·   Being able to recognize and prioritize customer concerns so that emergency issues get handled in a timely manner.

·   Keeping up to date with information regarding current and new products and services, and being able to speak to features, benefits, requirements, costs, etc.,

·   Created a “CAETools” website gathering together most of the relevant website links used as an agent on a daily basis for myself and other agents to use.

·   Did extensive, advanced work in Excel while helping Dept. Managers on projects analyzing data for various call-center wide reports including: incoming savings projections; employee workload & FTE; Supervisor project tracker/calendar.

·   Planned, designed, setup and helped administrate an in-house Knowledgebase Wiki on a SharePoint platform for a year.

}          Domino's Pizza, Newark/Wilmington DE

Assistant Manager (04/03 – 03/04 & 6/06 – 02/07)

·   Taking phone and in-store orders.

·   Customer Relations: dealing with irate or misinformed customer and making the situations right again.

·   Preparing food, and making sure orders are prepared quickly in a fast paced environment.

·   Overseeing, and helping to train new employees on all job aspects.

·   Handling employee scheduling.

·   Helping to resolve, and mediating in, employee conflicts.

·   Checking, maintaining, and re-ordering inventory to meet changing daily needs.

·   Opening and/or closing the store (and any paperwork involved).

}          Protocol, Denver, CO

Customer Service Rep (10/02 – 02/03)

·   Working customer service for Intuit dealing with their payroll service for QuickBooks.

·   Receiving calls in a courteous manner to offer help.

·   Handling product registration and limited installation support.

·   Schedule and handle the setting up of new payroll services.

·   Handling calls from various CPAs in adding new Employer Identification Number’s (EIN) to their accounts.

·   Dealing with irate/difficult customers or those needing more explanations.

·   Explaining various product and policy details to customers so that a solution to their problems can be resolved.

}          Tazraz Gaming Cyber-Café, Westminister, CO

Network Admin/Software Developer (02/01 – 07/02)

·   Working in a Cyber-café directed at, and geared for, gamers and gaming.

·   Fixing network issues on Win98/NT/ME and Linux machines

·   Worked on a 6 month Visual C project to: envision; code; debug; test; and maintain, a statistics program used to parse 400,000 line log files to track players’ performance on various games played on Tazraz.com and at the cyber-café.

·   Working on various web projects, including: HTLM, flash projects, cgi, and creating automated, self-updating web content.

·   Doing hardware and/or software maintenance including: installs, repairs, replacements, and machine ghosting on 20 - 30 computers on a regular or semi-regular basis.

}          Teletech, Thornton, Co

Customer Service Rep (08/99 – 09/00)

·   Working customer service for Motorola and their Two-Way radios, cell phones, and pagers.

·   Receiving calls in a courteous manner to offer help.

·   Dealing with irate/difficult customers or those needing more explanations.

·   Explaining various product and policy details to customers so that a solution to their problems can be resolved.

·   Troubleshooting problems with customers' cellular phones, two-way radios and pagers to resolve issues with their devices.

·   Preparing professional documents for Internal and Consumer usage.

·   Created, maintained and updated a job aid binder containing information and spec sheets on the various products that was utilized by other agents on the floor in their jobs.

·    

References furbished upon request.