John Malzone Email & Phone Number

United States

New Hyde Park, New York, United States

New Hyde Park, New York, United States

Melville, New York, United States

Oceanside, New York, United States

Oceanside, New York, United States

Oceanside, New York, United States

Hauppauge, New York, United States

Interviewed, hired, trained and supervised Technicians and Desktop Support personnel within national Call Center.Directed Desktop Support staff as well as Call Center staff when supervisor absent. Processed Service Level Agreements reports and distributed to all department managers / personnel. Interacted directly with physicians and their respective staff regarding training and problem resolution. Processed performance statistical reports on Technical Support Team and coached team to improve techniques / performance (man-power-productivity issues). Provided feedback to team as well as management. Worked as liaison amongst Tech and Customer Relations departments.Coordinated scheduling of staff. Provided training for internal users on both corporate and personal levels. Updated and maintained Tech Training Manual.Set up and format video conference calls. Updated and formatted Users Guide. Responsible for vendor relations, which includes ordering devices and obtaining programming codesManaged 2,000+ Dialup ISP accounts with a multi-provider environment on several realms.Configured laptops and palms for initial setups prior to shipment as well as repairs to existing equipment. Assisted physicians in the installation of software and drivers for hardware. Facilitated the improvement of in-house repairs on laptops and PDAs.Repaired Dell, Toshiba, Compaq, and IBM laptops, replacing LCDs, keyboards, RAM, hard drives, processors, CPU fans, video cards and modems. Configured PDA’s with proprietary software and add-ons. Conducted formal PowerPoint presentations to colleagues and management on new equipment. Assisted physicians on configuring wireless networking and file/printer sharing. Provided support on use of Palm OS smart phones. Developed reference tools for Tech Agents to utilize when troubleshooting with physicians’ PDAs and laptops; provided input on user guides.

Managed NT, 2000 and Novell accounts within high volume environment (~45 calls per agent). Calls ranged from 2 minutes to ~ 30 minutes.Configured and maintained individual Lotus Notes and Outlook email accounts. Assisted users via remote access. Provided clients with professional and timely delivery of problem resolution, including Windows and Novell account administration, network, printer setup, VPN and dial-up/broadband connectivity conflicts. Cross-trained for multiple helpdesk support.

Associate'S Degree, Computer Programming

Education record