1. Markado Tozay
917 Columbia Ave
Lancaster, PA, 17602 Unit #131
Cell:484-735-4011
markadotozay@gmail.com
Objective:
To obtain an entry-level position with a field where I can utilize my education, skills, and experience while
contributing to the overall success within the organization for long-term.
Experience:
Lancaster General Hospital, Lancaster, PA 04/2016 – Currently Employed
Information Technology Desktop Service (Temporary)
 Created / redirect self submitted job using the Footprints application for tickets regarding diagnose
and resolve software and hardware incidents, including operating systems (Windows and Mac) across
a range of software applications.
 Assist all our users with any logged IT related incident when called upon. Take ownership of issues by
carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring
service to employees as soon as possible.
 Escalating incidents to other support teams where necessary. Accurately record, update and document
requests using LGH IT service desk system. Installand configure new IT equipment. Upgrade
different types of software and hardware to resolve incidents with printers, copiers and scanners.
 Maintain a first class level of customer service ensuring that all customers are treated efficiently and
in an appropriate manner. Maintain excellent verbal communication skills with the ability to
communicate effectively with technical and non-technicalcolleagues at all levels in the organization.
Eastern Alliance Insurance Group, Lancaster, PA
Temporary Claim Customer Representative 01/2016 – 07/2016
 Responsible for timely and accurate completion of customer inquiries.
 Obtains loss reports from agents, insureds, and claimants and enters into the Customer
Restoration Network.

2.  Achieve and maintain telephone service level goals. Responds to telephone and written inquiries
regarding status of claims assigned.
 Contact insureds and claimants to verify claims information and advise them of the claims
process. Handles minor, undisputed claims on instruction from supervisor.
 Promote benefits of cross selling, value-added service and increased coverages.
 Ensure that all customer communication/contact is clearly documented.
Armstrong World Industries, Lancaster, PA 03/2016 – 07/2016
Temporary Inventory Support Specialist
 Collecting information manually and/or by data
 Reviewed and submitted a list of any out of stock chemicals that need to be disposed of to the EHS
administration.
 Interacted daily with immediate work group and landing support as needed.
 Ensured that MSDS has the most up to date information as reviewing chemical inventory.
The Jay Group, Lancaster, PA 12/2014 - 02/2016
HR Assistant / Client Service Account
 Responsible for a large e-commerce client via telecommunication/email, manage, coordinate and
direct projects with internal/external departments in relation to the operational (production) side of
business.
 Respond to client service requests and issues to achieve client satisfaction via telecommunication
/email. Develop job procedures to standardize project operations.
 Responsible for the initiation, execution, and leadership of Client Satisfaction Teams (CSTs). Perform
general project administration, i.e. report generation, order processing, daily KPIs, EOM billing and
reports, etc.
Thermacore, Lancaster, PA 03/2014 - 09/2015
Technician
 Installing hardware and software systems.
 Maintaining or repairing equipment’s.
 Troubleshooting a variety of computer issues in a timely manor.
 Setting up computer measures.
 Configuring computer networks.
 Offering technical support on-site or via phone and email.
H&M - Philadelphia, PA 03/2012 to 09/2013
Human Resources Assistance
 Building the success of H&M by developing and encouraging our employees to reach their full
potentials.

3.  Building a strong respect for each individual employee. This applies to every aspect from fair wages,
working hours and freedom of association, to equal opportunities for growth and development within
H&M.
 Endorse the ‘open door principle” which gives employee the right to discuss work-related issues
directly with our management team.
 Insure good relations with employees as well as employee associations and trade unions.
The Union Lead, Philadelphia, PA 06/2011 to 05/2012
Supervisor
 Perform as part of AVI-SPL’s Help Desk team to deliver remote technical support of Pro AV and
video conferencing solutions to AVI-SPL customers.
 Initiate escalation of customer issues to manufacturer if necessary. Work with customer and
manufacturer to ensure any issues identified are satisfactorily worked to resolution.
 Participate in on-going training and certification efforts to ensure knowledge base remains sufficient
for support of advanced technology solutions.
 Taking customer phone calls and emails, and serving as an escalation point for other technical team
members.
Education:
 Pennsylvania College of Technology / Central Pennsylvania College
 Major: Business in Science (Human Resources Management)
Membership:
AFRICAN STUDENT ASSOCIATION September 2011 – 2012
Executive Committee Board Member
 Reaching out to other organizations in order to promote campus-wide unity.
 Promoting a greater understanding of African traditions and increasing unity among students attending PSU
regardless of race, ethnicity or religion.
 Stimulating interaction among African students and the society at large.
 Welcoming and assisting incoming African students to Brandywine in cooperation with the Office of
International Students Services.
 Creating opportunities where members can give back to the Brandywine community through volunteering.