Resume 10

Strong leadership in customer service, employee training, and communication. Primary focus includes technical procedures, research/operations analysis, and quality methods. Appreciated for solving difficult problems efficiently and quickly. Cool-under-fire approach to achieving the work. Professional, easy-going team player committed to goals of the organization.

• Windows 95/98/NT
• Client Service Management
• Exchange, Outlook, Netscape
• MS Office Word, Excel
• TSO, VTAM, CICS, JCL
• DEC VAX/VMS, OSS 2000
• Security Clearances : NATO TS , COMSEC TS
• Familiar with SORD and BOSS Siebel/Remedy Databases

Educated customers on various SDP payroll services and human resource information processing procedures.

• Established positive business relationships with clients and other departments by consistently providing courteous, prompt, and effective service.
• Handled customer escalations in a professional and courteous manner.

Analyzed and interpreted a continuous stream of 250 - 300 Digital Subscriber Line DSL orders from initial order entry to loop/circuit completion in various proprietary order systems.

• Monitored, troubleshooted, and resolved escalated orders to ensure critical dates were met.
• Worked closely with testers and installation groups to ensure timely, successful outcomes.

Information Technology customer service support for VMS and IBM/SAP operation systems for live worldwide databases.

• Directly trained five new employees for customer service, database and computer operations, which increased communication and improved customer satisfaction by 15 .
• Identified operation system problems, performed backups, startups and shutdowns.

Geoscience and Engineering Center s Advance Development Division

• Provided problem escalation support for world-wide NEXRAD weather radar stations.
• Implemented an error reporting/resolution process that improved project communication and error reduction by 30 .
• Documented procedures and plans for military and civilian operations, resulting in reducing research time and streamlining data processing time.

• Assisted in resolving hardware and software production problems that reduced service calls by 35 .
• Organized and maintained classified data and computer tape library allowing clients to receive expedient and precise information and service.
• Interfaced with network Engineering groups to ensure all maintenance issues within the region were handled appropriately.

• Maintained Engineering backlog report structure Database, including additions, changes and deletions, improving accuracy and timeliness for all departments; reducing overhead charges by 32 .
• Successfully completed several departmental assignments either on or before the due dates.
• Updated system procedure manuals to insure standardization of methods.

• Resolved client research project issues in an effective and efficient manner.
• Performed multiple engineering project tasks under varying and often adverse conditions.
• Organized and maintained classified data and computer tape library allowing clients to receive expedient and precise information and service; minimizing overhead costs by 20 .

A.A., English/Journalism, City College of San Francisco, San Francisco, CA
Coursework, Journalism, San Jose State University, San Jose, CA
VAX/VMS Concepts and Systems Management, Digital Equipment
Education University Workshops, the Summit Organization, Inc.
Strategic Interaction Skills Training, Automatic Data Processing, Inc.

Script-writing
Tennis Tournaments
Public Relations and Marketing for Mountain View and Palo Alto Tennis Clubs