Logan Volkman Email & Phone Number

New York, NY, US

United States

• Provided troubleshooting and repair services for Zebra Android-based medical computing devices in an enterprise healthcare setting according to service contract requirements
• Configured networking, installed software and factory reset Zebra TC52 devices
• Resolved support tickets in ServiceNow within appropriate SLA timeframe

New York City Metropolitan Area

• Interacted courteously and professionally with hospital staff at client locations to gain access to equipment as required for Epic survey
• Collected data from end-user workstations, printers, and devices onsite at client locations
• Accurately recorded data into Epic IT Asset Management portal

New York City Metropolitan Area

• Sole proprietor PC repair
• Virus removal, laptop battery replacement, OS reinstallation, screen replacement
• Custom PC builds

Greater New York City Area

• Strategized CX dept SOP and playbook, established KPIs and CX process management
• Created and deployed UX product survey for product iteration and development
• Planned and executed SaaS overhaul, including 8000 support ticket archive migration
• Delivered top-tier VIP support strategy for exclusive invitation-only subscription program
• Developed social media engagement protocols for brand Facebook page

Greater New York City Area

• Recruited, trained, and managed CS agents
• Developed and monitored department KPIs
• Implemented SaaS solutions to streamline CS operations
• Created daily delivery driver routes and provided support to drivers

Remote

• Provided troubleshooting and diagnosed issues for product issues and malfunctions
• Processed RMAs for damaged and defective items, shipped replacement parts
• Created new processes and procedures to enhance workflow

Los Angeles, California, United States

• Managed a team of 20 remote customer support agents
• Recruited, hired, and trained CS agents
• Onboarded and created accounts for new agents
• Supervised schedules, accepted timesheets, and completed payments for contractors
• Monitored CS dept KPIs
• Reduced ticket backlog and average resolution time from 3,379 tickets and 180 hours (Jan 2015) to ~250 tickets and ~25 hours (Oct 2015)

Hudson, NY

Tutored students and other guests in all aspects of writing, including diction, metaphor, sentence and paragraph structure, and usage of proper grammar, spelling, and punctuation. Assisted and provided instruction to tutees for use of MLA, APA and Chicago style citations. Inspired visitors with the Writing Center’s credo that every writer can be a better.

Hudson, New York

CRLA Level I Certified tutor.Tutored students in a variety of subjects and computer applications including Microsoft Office 2010, Adobe Illustrator basics, Adobe Photoshop basics, English, Writing, and Web Design.

Albany, New York Area

• Greeted clients and created appointments in scheduling system
• Performed troubleshooting on client devices at the counter and advised clients accordingly
• Solved client problems with quick fixes and simple repairs
• Performed client education on browser settings, updates, and cybersecurity best practices
• Sold device protection plans and Tech Support service plans

New York, NY

• Directed technical and non-technical setups for small and large scale events
• Provided customer support for clients, on-site trainers, and event attendees
• Interviewed, hired, and trained new employees
• Drafted weekly schedules for event staff
• Conducted site tours to facilitate sales and rentals of event space, catering, services, and tech equipment
• Successfully built relationships with key clients to encourage repeat business

Bachelor Of Science - Bs, Information Systems, 4.0

Activities and Societies: Summa Cum Laude, ACE Scholarship BS Information Systems program coursework included IT support, database.

Aas, Information Technology

Writing, Literature, Theatre