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I am looking for a position in the Dallas, Texas area where I can use my Associate Degree in Computer Electronics, Call Center Management skills, Network Management skills, Hardware & Software Tech Support, Web Page Development, Telecommunications, and Relational Database programming experience. I have experienced rapid promotions recently in a call center environment to include analyzing performance metrics, providing reports to managers, and providing feedback to supervisors and mentors regarding their support of agents. I have provided quality support in a high volume call center environment as a supervisor-mentor and have been selected for assisting administration through special projects. I have had Novell network administration experience. I can configure and load computers, troubleshoot to board level, and provide software tech support. I have experience with Integrated Application Development; Computer Hardware Support and Repair; Telecommunications and Computer/Telephony Integrated Systems Operation and Maintenance; Office Telephone System Management and Support; and MIS Support and Technical Support to Office. I have had experience being responsible for MIS Administration of all computer related operations both in-house and in the field for a PC based automated medical transcription system; manage and provide additional programming for proprietary integrated software package; assemble hardware and develop programming to augment existing systems; manage and program PC based communications systems; manage and program large relational database in MS Access and Visual Basic and provide reports; maintain digital voice recording equipment interfacing to telephone equipment; provide MIS support to office including word processing, database, spreadsheet, communications, and LAN; management of LAN (Local Area Network using NOVELL); system analysis including application software selection and hardware support selection; software and hardware installation including PC configuration; hardware and software troubleshooting; PC computer repair to board level. Past achievements have included automating specialized database tasks and providing a user interface for simple operation in MS Access; developing an automated integrated software Fax program to provide the ability to Fax documents from an unattended system with a control and reporting program that allows remote manipulation; develop hardware and software to provide redundant backup system to receive work from At-Home Transcriptionists. Develop a control and reporting program overlaid upon the existing document transmission system allowing control to authorized persons both locally and remotely, from the office, client site, or from home. Implement a scheduled hardware and software maintenance of client site systems performed over modems, create a program to trim old document files from client archives, initiate a daily system backup, develop a database to record and track trouble calls and record equipment identification, revise installation software to automatically detect the target environment and adjust the installation parameters accordingly, and develop an archive database. During a recent corporate relocation I created bid specifications for a new telephone system involving 50 lines including innovative call handling, received bids and selected vendor for telephone system, interfaced with telephone system vendor and telephone service provider during construction and relocation, conduct final telephone system tests, establish power and cooling requirements for computer systems, represented company at construction meetings, participate in final approval for construction, conduct final computer power tests. I have created and maintained several websites using Frames and Graphics including a high school website (635 pages, 1280 graphics), my own personal site (250 pages, 470 graphics), and a photographer's website (10 pages, 940 graphics). I am proficient in coding HTML by hand. I have also been involved in assisting developers create and test an internet based transcription application. Telvista 9-02 TO PRESENT TITLE: QUALITY ANALYST Summary: Provide analysis of call metrics and agent quality in support of managers and supervisors in high volume call center. Duties include: Promoted to Quality Analyst 5-05. Provide support to multiple contracts by analyzing call metrics and providing reports to managers. Assure maintenance of high quality customer support by providing feedback to supervisors and mentors regarding their evaluation and support of agents. Promoted to Customer Service Assistant for current contract 11-04. Perform tasks in support of unit management. Promoted to Supervisor-Mentor 10-03. Provide quality support though agent evaluations and mentoring in high volume computer support call center environment. Provide second level technical support to call center agents involved in multiple contracts. Began employment as agent providing support for business accounting software on multiple Windows platforms, selected to assist administration through special projects including marketing and surveys. 4-01 TO 9-02 TITLE: PRIVATE CONSULTING Summary: Provide Internet Services and Web Site Development to Individuals and Companies by Private Consultation; HTML Webpage Programming; Load and Configure Operating Systems and Software including Windows 2000 and XP, Office 97, etc.; Digital Audio Processing and Mixing; Hardware Repair to Board Level. Duties include: created and maintained several HTML Websites using Frames and Graphics including a high school website (635 pages, 1280 graphics), a photographer's website (10 pages, 940 graphics), and my own personal site (250 pages, 470 graphics), graphics created and formatted using PhotoShop; digitize orchestra recordings from vinyl and reprocess using computer based technology to remove noise and enhance quality, then format for audio CD; various hardware repair projects. Medquist, Inc. 8-00 TO 4-01 TITLE: ASSISTANT SYSTEMS ADMINISTRATOR Summary: Technical Support to Medical Transcription Office running Win 95/98/DOS, Proprietary Applications, and MS Office; Install / Configure / Trouble-shoot Application Software; Novell Network Administration and Maintenance; Computer/Telephony Integrated Systems Operation and Maintenance; Relational Database Programming in Access; Computer Support / Upgrades / Repair. Duties include: responsible for MIS Administration of computer related operations both in-house and in the field for a PC based automated medical transcription system; assist development group with internet based application testing; assemble hardware; install and configure proprietary software applications; manage and program relational database in MS Access; maintain digital voice recording equipment interfacing to telephone equipment; provide MIS support to office including word processing, database, spreadsheet, communications, and LAN; management of LAN (Local Area Network using NOVELL); hardware and software troubleshooting; PC computer repair to board level. D'TEL COMMUNICATIONS, INC. 8-99 TO 8-00 TITLE: TECHNICAL SUPPORT Summary: Programming and Trouble-shooting PC based Voice-mail Systems; Programming Telephone Systems, Web Page Design and Maintenance; MIS Support to Office; PC Troubleshooting. Duties include: Programming and troubleshooting PC based Telephone Voicemail systems, Programming and troubleshooting Telephone Key systems; Tech support to office using Win 3.1/95 and MS Office and Wordperfect; Web Page Design and Maintenance for multiple Web Sites; PC Hardware and Software Upgrade, Repair, and Troubleshooting to Board Level. RODEER SYSTEMS, INC. 7-95 TO 2-99 TITLE: TECHNICAL SUPPORT MANAGER Summary: MIS Support and Technical Support to Office running Win 95/DOS/Win 3.1 and MicroSoft Office and WordPerfect; Novell Network Administration and Maintenance; Relational Database Programming in Access with light Visual Basic; Integrated Application Development in Microsoft Office, Fax Software, and PC Anywhere; Computer Hardware Support and Repair to Board Level; Computer/Telephony Integrated Systems Operation and Maintenance; Operate Remote Communications Software; Office Telephone System Support. Duties include: responsible for MIS Administration of all computer related operations both in-house and in the field for a PC based automated medical transcription system; manage and provide additional programming for proprietary integrated software package; assemble hardware and develop programming to augment existing systems; manage and program PC based communications systems; manage and program large relational database in MS Access and Visual Basic and provide reports; maintain digital voice recording equipment interfacing to telephone equipment; provide MIS support to office including word processing, database, spreadsheet, communications, and LAN; management of LAN (Local Area Network using NOVELL); system analysis including application software selection and hardware support selection; software and hardware installation including PC configuration; hardware and software troubleshooting; PC computer repair to board level. Recent achievements include: automate specialized database tasks and provide a user interface for simple operation in MS Access; develop an automated integrated software Fax program to provide the ability to Fax documents from an unattended system, with a control and reporting program that allows remote manipulation; develop hardware and software to provide redundant backup system to receive work from At-Home Transcriptionists that also functions concurrently with existing system; develop a control and reporting program overlaid upon the existing document transmission system, this program allows control to authorized persons both locally and remotely, from the office, client site, or from home; implement a scheduled hardware and software maintenance of client site systems performed over modems; create a program to trim old document files from client archives; initiate a daily system backup; develop a database to record and track trouble calls and record equipment identification; revise installation software to automatically detect the target environment and adjust the installation parameters accordingly; develop an archive database. During our recent corporate relocation: create bid specifications for new telephone system involving 50 lines including innovative call handling, receive bids and select vendor for telephone system, interface with telephone system vendor and telephone service provider during construction and relocation, conduct final telephone system tests, establish power and cooling requirements for computer systems, represent company at construction meetings, participate in final approval for construction, conduct final computer power tests. DIGITAL SPEECH SYSTEMS, INC 11-94 TO 7-95 TITLE: MANUFACTURING SUPERVISOR Summary: Manage Manufacturing Operation for Computer-based Voicemail Systems; MIS and Technical Support to Office; Manage Relational Database in Access; LANtastic Network Administration and Maintenance; Employee Supervision. Duties include: responsible for managing manufacturing operation including assembly, configuration, and test of electronic voice-mail systems according to specifications; assembly of proper hardware, loading software; configuring proprietary software functions for various telephone switches; testing hardware and software operations using diagnostic software and in-house telephone switches; technical support and troubleshooting for hardware and software; manage hardware inventory and assist purchasing agent; responsible for receiving and shipping both domestic and international; responsible for tracking RMA's (Return Material Authorization) to vendors and manufacturers, assist in tracking RMA's from customers; provide MIS support to office including word processing, database, spreadsheet, and LAN; assist in maintaining the LAN (Local Area Network using LANtastic; supervise additional employees as required. CREDIT COUNSELING CENTERS 2-94 TO 7-94 TITLE: COMPUTER OPERATIONS MANAGER Summary: LANtastic Network Design, Installation, Administration, and Management; MIS Management and Support to Office; Manage and Program Relational Database in FoxPro; Hardware and Software Technical Support; Employee Supervision. Duties include: responsible for providing MIS management and support to office including word processing, database, spreadsheet, and LAN including all computer related operations; manage relational database and provide reports; installation and management of LAN (Local Area Network using LANtastic 10BASE2); system analysis including application software selection and hardware support selection; software and hardware installation including PC configuration; hardware troubleshooting using several diagnostic software packages; PC repair to board level; supervise data entry; supervise six employees including two managers. SEARS COMPUTER REPAIR CENTER 8-90 TO 2-94 TITLE: COMPUTER OPERATIONS SUPPORT Summary: Establish and Maintain Quality Assurance Programs for National Computer Repair Center; Technical Writing; Create and Maintain Relational Database in Perfect Filer; MIS Support to Office. Duties include: principal member of the Quality Audit department; responsible for supporting computer related operations and establishing and maintaining quality assurance programs within the repair center; provide MIS support to office and repair center including word processing, database, spreadsheet, diagnostic, utility, configuration, and virus detection/elimination programs; create database files and generate reports; establishing Computer Virus protection measures; system analysis for computer test-bed hardware and diagnostic software; application and compatibility research for PC parts including hard drives, expansion cards, memory, and processors; technical assistance involving PC hardware and software to field technicians; writing operating and test procedures; technical writing for marketing including the creation of a sales brochure; schedule calibration and repair for laboratory instrumentation; establish and maintain ESD (ElectroStatic Discharge) protection systems in the repair center; assist in maintaining the LAN (Local Area Network using NOVELL); supervise additional employees as required during audits. EDUCATION: Associates Degree from Eastfield College: Graduated with Honors. Cousework included Digital Electronics, Computer Processing Systems, Assembly Language Programming, and Boolean Algebra. Completed degree by attending class part time and working full time. Coursework for Microsoft Certified Systems Engineer : Completed coursework at Southern Methodist University including Windows '95, Windows NT Server; Windows NT Workstation, Windows NT Enterprise; TCP/IP, and Microsoft Exchange. Currently testing toward certification. Diploma from South Garland High School: Charter member of Industrial Arts Club, Vice President and then President of Industrial Arts Club, Member of Presidents Council, Winner First Place two years in a row Texas Industrial Arts Student Association Design Drafting Test, Member of German Club, Active in Boy Scouts and Explorer Scouts, Private Pilot. |