Technical Support / Admin Asst Resume

Desired Industry: Customer Service/Technical Support	SpiderID: 29243
Desired Job Location: Dallas, Texas	Date Posted: 10/21/2009
Type of Position: Full-Time Permanent	Availability Date: 12/01/2009
Desired Wage: Negotiable
	U.S. Work Authorization: Yes
Job Level: Experienced with over 2 years experience	Willing to Travel: Yes, 50-75%
Highest Degree Attained: High School/Equivalent	Willing to Relocate: Yes

Objective:
To utilize my exemplary administrative, customer service, technical expertise and previous experience to enhance professional productivity within the organization.

Experience:
•Aerotek Temporary Services – AT&T, 07/08 – Present
Escalation Supervisor, 04/09 – Present
• 3rd Level support for U-verse communications for AT&T in a technical help desk environment
Supervises, coordinates, reviews and investigates activities in resolving customer problems and complaints for all AT&T’s Uverse services escalated from Tier II help desk
• Reviews completed project trials and Uverse programs to ensure that customer satisfaction are met
Tier II Help Desk Representative, 08/08 – 03/09
• 2nd Level support for Uverse communications for AT&T in a technical help desk environment
• Identified and extracted information used to trouble shoot and resolve software malfunctions to Uverse customers regarding cable televisions services, VOIP, wireless connectivity and high speed internet

All Temps 1 Personnel, 07/05 – Present
University of Texas at Dallas, 08/07 – 07/08
Administrative Assistant V
• Supporting the director and assistant director of the Sickle Cell Disease Research Center
Frito Lay – North America, 01/07 – 08/07
Administrative Assistant (Warehouse Operations)
• Processes variance reports for warehouse personnel using Warehouse Performance Management Toolkit via Pipeline Applications as assigned; processed pre-programmed load products daily to ensure proper shipment of orders to bin locations and distribution centers

Parkland Health & Hospital System, 07/06 – 01/07
Administrative Secretary II
• Supported the director of Facilities Management generated invoices, purchase orders, check requisitions, credits, deposits, defaulted delinquent status reports by vendors for collections and analysis

Dallas County Facilities Dept., 05/06 – 08/06 Dallas County Sherriff’s Department, 11/05 – 04/06
Clerk IV / Clerk III
• Processing and reconciliation of purchase orders. Processing traffic tickets, warrants and affidavits and requisitions

SAIC, Inc – U.S. Environmental Protection Agency, 05/04 – 05/05
Document Control Technician
• Document scanning and processing via data entry of all core documents submitted by the U.S. Environmental Protection Agency; document indexing, cataloging and input of all Type I, II, Type III and other document and data management activities in Oracle database using keywords, phase activities and unique processing instructions

ACS State & Local Solutions – Texas Workforce Centers, 12/01 – 05/04
Executive Administrative Assistant
• Supported VP of Human Relations, Operations Manager, Center Manager, TANF Supervisor and FSE&T Supervisor Monitored recurring issues and adverse trends in client participation to provide decision reports for all clients who receive benefits and services for all TANF, FSE&T, WIA, UI, Project RIO, Outreach and Summer Youth programs

Manpower Temporary Services – Exxon Mobil Corporation, 11/00 – 11/01
Systems Analyst II
• Supported revenue manager managing REACT and SMART databases using HP3000 operating systems for Exxon Mobil Corporation
• Extracted, identified, calculated and modified all franchise and independent dealer reports to provide decision support and analytical reporting to internal and external clientele
• Developed and designed technical documents; provided training and answered inquiries regarding databases
• Created database queries as requested by revenue manager; prepared weekly statistical reports for communication to revenue manager

Intelect Network Technologies, 08/99 – 04/00
Help Desk Technician
• Provided 1st and 2nd level help desk support to technical and non-technical staff in the use of mainframe, microcomputer and PC applications
• Installed, modified and performed minor repairs to microcomputer hardware and provided technical assistance to system users; provided one-on-one training and support of computer-based information systems
• Demonstrated technical competency and trouble shooting skills in areas required such as operating system issues, application installation and configuration issues, PC hardware and peripheral printers and login errors
• Utilized management software ticket tracking systems (HEAT for Windows) using Microsoft Office applications

Alliance Data Systems, 11/97 – 07/99
Help Desk Representative III
• 3rd level support for POS communications for Shell Oil Company, Marathon Oil Company, Fina Oil Company, Total Oil Company and select Pizza Hut/KFC/Taco Bell locations in a high volume call center and help desk environment
• Identified and extracted information used to trouble shoot and resolve software malfunctions and provide decision support and analytical reporting to internal and external clients
• Researched data and application issues encountered by end users; downloaded all software in various versions to POS terminals for accurate transaction processing.

TCI Cablevision of Dallas, 05/96 – 10/97
MIS Help Desk Representative III
Previous position: MIS Help Desk Representative II
• Dispatched work orders and outage information to installation, service, advanced line, and contract technician via 2-way radio and landline communications
• Communicated work orders and outage information to field technicians; programmed communication codes to initiate and maintain converter box operation

IBM Corporation, 02/94 – 04/96
Senior Computer Operator IV
Previous position: Senior Computer Operator III
• Responsible for system support for customer service engineers; provided 4th level support for problem solution support for system and job failures, communication failures, hardware failures and other processing errors
• Entered commands via keyboard to activate tape drives, printers, data communications equipment stoppage; provided written turnover of processing status and all other problems to the incoming shift; documented all problems in problem management database using Microsoft Office applications

A.L. Williams Insurance Company, 04/87 – 01/94
Manager: Customer Service
Previous positions: Customer Service Representative, Customer Service Supervisor
• Design and implementation of customer surveys and feedback mechanisms by identifying after-market products/needs and performing data analysis
• Generated monthly, weekly and daily reviews, statistical reports and individual metrics for communication to departmental managers; interfaced with other department managers to compare, identify and make improvements in database processes, procedures and policies

Education:
Western Governors University, August 2006 – Present
Major: Geosciences / Education
* Currently pursuing Bachelor’s Degree. Anticipated completion Date: August 2011

Affiliations:
N/A

Skills:
Programming Languages: Pascal, A, C++, RPG/400, Fortran, COBOL
Hardware: PC / IPTV / VoIP software and hardware, installation of hardware components, internal/external peripherals and software
Operating Systems: Windows 3.1*, 95, 98, 2000, NT, XP, Vista, DOS 4.0
Software: Microsoft Office, WordPerfect, Lotus, ccMail, GroupWise, Peachtree, Prolog, QuickBooks, Quicken (Accounts Payable), Internet Explorer, Netscape Navigator, HEAT for Windows, Paradigm, Remedy and Sharepoint ticket tracking systems, Tandem, UNIX, VAX, CA-11, CA-7, TSO’s/ISPF, JCL, VTAM, JES2, Batch Jobs

Reference:
Available upon request.

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