(323) 258-5304 6257 Pine Crest Drive

[email protected] Los Angeles, CA. 90042

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OBJECTIVE: To work for a corporation that has a productive environment which utilizes my excellent customer service skills and technical experience to promote the growth and success of the company.

· Microsoft Office Suite · Office Equipment · Netscape Navigator · Internet Explorer

· Hardware/Software · Extensive experience with Windows 9x

· Complete system teardown and rebuild · Network Administration

· Computer Programming · System Administration · FoxPro

TeleTech, Burbank, CA December 1999 - Present

My duties include but not limited to monitoring real-time data, generating reports on the operation and performance of the project. Maintain staffing levels, maximize agent phone time, distribute new and revised policies and processes. Recommend measures to improve the Agent and project productivity.

TeleTech, Burbank, CA December 1998 – December 1999

Diagnose and troubleshoot connectivity issues related to a third party dialer, internet browsers, dial-up networking and the tcp/ip stack. Utilizing excellent customer care and technical skills I walked customers through a series of fixes leading to a solution. Accurately updated the database with each customer contact. Coached and mentored other tech agents that had difficulty with high call times and or low quality assurance scores.

J.S. Technologies, Richmond, VA March 1997 – March 1998

My responsibilities were to design, develop and modify programs for collectors using Clipper 5.0 and FoxPro 3.0. Created databases to track accounts receivable and merchandise to be shipped. Logged into Customers LAN to revise programs to Client specifications.

E.C.P.I. Computer College, Richmond, VA

Associate of Arts in Computer Programming

Graduated March 1997

Summa Cum Laude

SUMMARY: I have the ability to effectively present information in one-on-one and small group situations to customers, clients and co-workers. I also have the ability to apply common sense understanding to carry out instructions furnished in written, oral or web based form.