SUMMARY: Computer professional experienced in training, analytical, problem solving and interpersonal skills. Strong office, communication, organization and multi-tasking abilities. COMPUTER SKILLS: -Format: Mac or PC -Operating: Systems Windows 00/98/95, Ms-Dos to v. 6.1 -HTML Coding, Java Script, CGI -E-mail: Outlook -Software: Mac and/or PC, MS Office 03/00/98/95 [Word, Power Point, Access, Excel], IBM AS400, Visual Basic, Track It 7.0, Active Directory, Terminal Services Manager ADDITIONAL SKILLS: -Exceptional communication, customer service, organizational and time management skills. -60 WPM Typing -Desires to learn, advance, and succeed. WORK EXPERIENCE: 2006-present Granite State Management & Resources, Concord, NH Computer Operator II -IBM AS400 systems operator charged with running daily jobs, backups, special programs/queries and printing daily reports -General Help Desk applications and responses to individual users -Process documentation & instruction -Train and support new staff 2002-2006 Granite State Management & Resources, Concord, NH Technical Support Analyst I -Nightly system processing on IBM AS400 systems -Create, process and send or return tapes -Move, deploy or remove equipment within the building -Maintain a computer audit spreadsheet -Maintain daily checklist database 2002-2006 Granite State Management & Resources, Concord, NH Senior Account Servicer -Train new staff -Review staff workflow -Perform skip tracing and partial due diligence activities -Handle escalated borrower calls -Answer borrower inquiries regarding loan status, address & phone information, forbearance & deferment time via phone and email -Research accounts for Finance – follow up on outstanding checks -Special projects including: Quality Assurance, Filing, Data entry and research for Customer Requests 2001-02 Office Team, Manchester, NH Temp-to-Hire – Support Servicer -Process return mail – investigate borrower’s history to locate new information (address, phone number and/or email) and speak to references -Answer borrower inquiries regarding loan status, address & phone information, forbearance & deferment time 2001 Newfound School District, Bristol, NH Substitute Teacher -Filled in for high school teachers, on a semi-regular basis, covering all subjects. -Responsible for keeping students on-task, maintaining teacher’s discipline levels and following lesson plans. 2000 Digital Broadband Communications Inc (DBC) Tilton, NH Customer Care Champion -Respond to incoming call for assistance from DBC clients and end users. -Repair ticket processing – alliance products resold through appropriate vendors, status customers, DBC directly sold products and any other service issue. -First level isolation, troubleshooting and resolution. -Student services – billing inquiries and dial-up issues. -Record all incoming service calls into trouble ticket software. -Apply appropriate communication skills to ascertain detail, convey confidence and assure a timely resolution. -Recognize and submit protocols for upcoming problems or service. -Train new staff. 2000 Aavid Thermalloy, LLC, Concord, NH Website Service Vendor -Worked on corporate website with various other website developers and programmers. -Adjusted graphics to fit the correct size dimensions for the website - both thumbnail and full sized - for the dynamic databased website. -See Aavid's website for work sample. (http://www.aavidthermalloy.com/atp/atp.html) 1999 Leddy Group, Laconia, NH 2000 Temporary Placement Agency Temporary placement agency. Worked for local area businesses doing various office projects and tasks. Placement positions included: -Administrative Assistant -Auditor -Receptionist -Data Entry Clerk 1998 The J Jill Group, Tilton, NH 1999 Tele-marketer-Customer Service -Answer inbound customer calls for catalog orders. -Create catalog requests. -Train new personnel on help phone, in-house software, and supervised trainee’s on data entry for live orders. -Check and send J Jill mail. ADDITIONAL WORK EXPERIENCE Substitute Teacher and Math Tutor EDUCATION: 2006 - Southern New Hampshire University - Manchester, NH BS Computer Science 2003 - Southern New Hampshire University - Manchester, NH AS Computer Science |