To acquire a challenging position within a successfully growing environment where as an individual performer, I can add value, contribute to the success of the organization and the client and excel with my career goals.

Skills Overview:

• Excellent Verbal and Written Communication Skills
• Supportive Team Player
• Strong Computer Skills including MS-Office, Lotus Notes, Vantive, CCI, HTML, and Java Web Programming
• Creative Thinker with Strong Interpersonal Skills
• Customer Service/Leadership-Oriented

7/00 to 1/02            Electronic Data Systems (EDS)
Technical Service Administrator – Technical Team Leader

• Position scope included Re-defining processes and creating new processes in order to better achieve Customer/Client satisfaction.
• Time Tracking Supervisor: Making sure all employees are accounting for time spent on a daily basis, through a time tracking program called SAP
• Provides single point of contact level 2 support for customer requests, through IVR related to New Business Integration, move/add/change, billing inquiries and changes using the CCI Client. Manage customer record and contact information.
• Subject Matter Expert for all Computer/Software Related issues within the group including network connectivity issues for the Group and clients on the cisco router network.
• Implemented Group Metrics for daily averages of work load, and group log for tracking orders.

• Position scope includes pre-sales support , post sale coordination of new service implementations for managed network solutions and providing Single Point Of Contact (SPOC) customer care request management activity related to trouble reporting, billing, move add change and providing general guidance.
• Reviews and validates new sales orders, initiates new service requests and coordinates service ordering with Project Management, Engineering and Billing and monitors request throughout implementation process to transition to Customer Care SPOC.
• Provides single point of contact level 1 support for customer requests through IVR related to trouble reporting, move add change, billing inquiries and changes using the Vantive Client. Reviews, validates, processes and monitors service requests through service delivery groups. Provides status updates and manages escalation activity. Manages customer record and contact information.
• Additional responsibilities and accomplishments include attending new service offering and process meetings, facilitating Web Page and knowledge base updates, changes and new procedural sections. Act as subject matter expert for hardware and software support for the team including software upgrades and the implementation of a server based FAX system and participating in the development and delivery of a Diversity Awareness presentation for all levels within our Region.

9/97 to 4/98            Manpower Staffing Solutions, Dallas, Texas
Various Duties such as customer service, administrative assistant, scanner, and research, for Norwest, the West Group and the United States Postal Service.

1/97 to 5/97            Idelman Telemarketing, Oklahoma City, Oklahoma
Worked within a telemarketing agency responsible for telemarketing, customer service and the sale of various products, services and programs over the telephone.

Spr 95 – 12/96       Kansas State Collegian, Manhattan, Kansas
Accomplishments include the development and implementation of the collegian newspaper on the World Wide Web. Edited student reviews, articles, and stories for the WWW site.

5/94 to 12/96            Montgomery Ward, Schaumburg, Illinois
Responsible for commission sales in the area of electronics. Provided technical support for individuals needing assistance with computer and (or) mainframe needs.

Achievements/Additional Skills:

• Perfect Attendance
• MCACer of the Month (Equivalent to Employee of Month) April 1999. Program started in April and was disbanded in June of 1999.
• Designed Technical Training Guide for Hydrafax Gold for MCAC
• Certification in Beginning/Intermediate/and Advanced HTML
• Certified Cardio Pulmonary Resuscitation Instructor.
• Kappa Kappa Psi Honorary Band Fraternity.
• Spanish language

Windows 95, Windows 98, Windows ME, Word 6.0, MS PowerPoint, MS Excel, MS Word, MS Access, Lotus Notes, HTML, DHTML, Java Scripting, MS Front Page ’97, ’98, & 2000, MS Office ’98, MS Office 2000, Lotus Notes, Internet Explorer 5.5, & 6.0, E/Mail (Microsoft Exchange/Outlook), Novell Netware, Vantive Client, Visio, Microsoft Project 98, Bessy, ISR Tracker, HydraFax Lite & Gold, Adobe Photoshop, Adobe Acrobat Reader, SAP Time Administration, CCI, and other network applications.

Education:

8/95 - 1/97            Kansas State University - Manhattan, Kansas
Major: Operations Management and Marketing in the School Of Business

Printed Résumé and references available upon request