Computer Skills
  • Windows XP, 2K, NT, 9X, 3.X, ME
  • Peoplesoft’s Solar Payroll System
  • Oracle Ticketing System
  • HP’s Business View Observer
  • Phone Switch PBX Technology & ACD routing
  • Adobe Photoshop v7, CS
  • Remedy Ticketing System
  • Networking Protocols & Commands
  • Network Administration
  • Basic PC Hardware
  • IBM Mainframe Account Administration
  • MS-Internet Explorer
  • Symantec PCanywhere
  • Microsoft Front Page
  • Microsoft Visio
  • Lotus Notes
  • AT&T Global Dialer
  • Cisco VPN
  • HTML
  • JavaScript
  • Cascading Style Sheets
  • MS-Office 2003, XP, 2K
  • MS-DOS
  • OS/2



Business and Management Skills
  • 10.5 Years Call Center Experience
  • Team Management & Team Supervision
  • Certified Helpdesk Professional
  • Advanced Computer Skills
  • Advanced Troubleshooting skills
  • Technical Schematic Reading
  • Microfiche
  • Training Experience
  • Customer Service
  • Inventory Control
  • 10 Key
  • Typing – 80wpm
  • Organization & Resource Management
  • Rolm & Meridian Business Phones



Employment History
scroll down for more
  Help Desk Supervisor
   Dresser Wayne
Austin, TX
Oct 2006 - Present
  • Responsible for development of documentation on business processes
  • Responsible for maintaining & monitoring customer relations
  • Maintained & Monitored associate performance
  • Responsible for tracking daily, weekly, monthly and yearly productivity levels
  • Coached employees for performance improvement
  Helpdesk Technician
   Dresser Wayne
Austin, TX
Feb 2005 - Oct 2006
  • Responsible for troubleshooting technical systems in the petroleum industry (dispensers, electrical, POS networking)
  • Responsible for Maintaining familiarity with large volumes of diverse technical information
  • Demonstrated customer service skills with a diverse customer base of varied computer experience & mechanical skills.
  Sears.Com Team Manager
   Sears Customer Direct
Austin, TX
March 2004 - Feb 2005
  • Supervisor of 13 direct reports in a customer service environment
  • Empowered to make responsible economic and business decisions
  • Maintained & Monitored associate performance
  • Coached employees for performance improvement
  • Responsible for tracking daily, weekly, monthly and yearly productivity levels
  • Responsible for maintaining & monitoring customer relations
  Help Desk Administrator
   Sears Austin Technology Center
Austin, TX
July 2000 - March 2004
  • Documentation Specialist - Documented recurring problems and their solutions on the Sears ATC Helpdesk intranet site (use of HTML, MS-Visio, MS-Frontpage, Macomedia Homesite)
  • Special Point of Contact for Sears Commercial Sales – supported a large group of introductory users on installing, configuring & using various Sears internal applications, including: AT&T Global Dialer, Lotus Notes, Lotus iNotes, MS-Office & Others
  • Administered various computer system accounts, including Windows, Novel, Mainframe, SOLAR, Metaframe, Directory Services, and others
  • Demonstrated advanced problem solving & solution-generating skills in an extremely fast paced environment

  Collateral New Hire Trainer
   Sears Home Services Customer Network
Austin, TX
October 1999 – July 2000
  • Motivated & trained new hires for work in a call center environment
  • Trained associates for use of simple user computer systems (OS/2, DOS, LIS)
  • Trained associates for use of various office resources (microfiche, parts catalogues, various filing systems
  • Trained associates for use of Rolm office phones

  Resource Representative
   Sears Home Services Customer Network
Austin, TX
October 1999 – July 2000
  • Responsible for helping to maintain the technical schematic information flow to over 200 associates
  • Tracked inventory & ordering necessities of books, catalogs & microfiche
  • Helped to write information to & maintain information on an intranet site (HTML format)

  Acting Supervisor
   Sears Home Services Customer Network
Austin, TX
February 1999 – October 1999
  • Supervisor of a team of call center representatives
  • Responsible for hiring & terminating employees
  • Checked & updated weekly timesheets for employees
  • Checked & updated attendance records
  • Responsible for tracking daily, weekly, and monthly productivity levels
  • Maintained employee files
  • Counseled employees on their performance
  • Counseled employees on business & interpersonal issues
  • Performed call quality monitors (DTE’s) for purposes of training
  Assistant Team Leader
   Sears Home Services Customer Network
Austin, TX
March 1997 – January 1999
  • Hardware Resource Representative - in charge of reporting & resolving problems with the computer & phone systems of 185 people
  • Trained & oriented of new employees
  • Monitored department productivity and quality levels
  • Enforced department standards & policies
  • Assisted with difficult technical calls
  Parts Specialist
   Maxserv
Austin, TX
January 1996 - March 1997
  • Interpreted & provided technical information on a variety of mechanical systems to Sears Service Repair Technicians
  • Read & interpreted technical schematics using computerized databases, microfiche, and self maintained filing systems
  • Demonstrated customer service skills

  Further Job History Available Upon Request

Up | Down | Top | Bottom


Education

University of Texas at Austin
Attended during Fall of 1988, Spring of 1989, and Spring of 1995
Approximately 36 hours achieved - not a graduate
Texas Achievement Award Scholarship Student
Del Mar College at Corpus Christi
Attended fall of 1989 & spring of 1990
Richard King High School
Graduate - Class of 1998 - Advanced Diploma with Honors



Special Courses & Awards

Team Manager School
Sears Roebuck and Co. - Course designed to increase proficiency in: processing metrics, coaching, documentation, and employee relations.
Helpdesk 2000 - Certified Helpdesk Professional
STI Knowledge - Course designed to increase efficiency through the understanding of helpdesk metrics, training, and customers
Time Management
Sears Customer Network Career Institute - Course designed to assist supervisors with time management techniques.
Basic Principals of a Collaborative Workplace
Sears Customer Network Career Institute – Course with special emphasis on teaming skills, maintaining constructive relationships, and maintaining employee relations.
Leadership 101
Maxserv University – Course with emphasis on employee relations, crisis & conflict management, teaming & “synergy” skills.
ATL Samaritan Award
Maxserv University – Course with emphasis on employee relations, crisis & conflict management, teaming & “synergy” skills.
Team Player of the Week
Award for Teaming Skills - Presented by Team Leader Ken Bishop & Department Supervisor Pam Denton.
Employee of the Month
Spaghetti Warehouse - December 1993



Other Interests

Computer assisted art, HTML programming, music performance,
song writing, writing, human relations



References

Russ Dickson
Helpdesk Manager - Dresser Wayne Inc.
(512) 731-8974

Susan Leftwich
Training Team Manager – Sears Holding Corporation
work: (512) 248-7987
cell: (512) 573-5928


Rick King
Department Manager - Sears Technical Assistance Center
(512) 248-7761