Resume

To obtain a position that will utilize my broad-based technical experience, strong interpersonal skills, and keen ability to multitask a variety of challenges and responsibilities

• IT/Administrative Assistant/Customer Service  skilled

• Outstanding communication skills and ability to interpret and solve customer's request or problems

• Possess computer skills to create and maintain databases, proper documents control, and script writing to create custom reports

• Provided guideline to the junior staff and coordinated with different departments to enhance the quality of the business

• Utilized interview and survey methods to analyze the customer's performance

• Created interactive Real-Time ecommerce websites to automate customer’s order along with payables and purchase orders

• Develop new strategies to attract customers towards company's products.

• Experience with automotive, medical, and plastics manufacturing

• Software: Certified in Microsoft Desktop products, Adobe, IQMS, QuickBooks 2008

• Set up: complex EDI from start to finish with Manufacturing plants and Wal-Mart, Staples, ToyRUs, Target

• Experience:  AutoCAD, Solidview, Solid Works, 3-D & 4-D software, conversions, and FTP upload/download

• Operating Systems:  Server 2008, Exchange Server, OS/400, VSE/ESA, Windows NT/98/2000 /XP/Vista

• Security: Firewalls, PIX, and Checkpoint Firewalls, Administered International Frame Relays

2008-Present

• Created database for monitoring including tracking and improving call handle time, productivity, adherence and quality - 2500 customers database

• Scripting through Crystal Reports for inbound customer service for national customer base.

• Prepare and administer monthly performance reviews

• Configured tracking of regulating policies, procedures, directories, and training materials for government database

• Troubleshoot and resolve complex billing, technical issues and customer complaints

• Set up Remote Help Desk to provide customer support for software, printing, and network issue

• Assist in project ideas from start to completion; evaluate and devise innovative operating procedures and processes contributing to an increase effective use of systems throughout organizations

• Identify and implement technologies and methods using existing technology to help users work more efficiently

• Facilitate and participate in conference calls, webinars, video conferencing 

• Maintain inventory, licensing, and upgrades of all software and hardware systems

Hicks Associates, LLC,   Martinsville, IN
Technician/Owner

2002 – 2008

• Communicated with customers daily via newsletters, blogs, twitter, live chat

• Conveyed information clearly and accurately

• Assisted customers with inquiries and provided all pertinent information

• Build rapport and trust quickly with clients and colleagues

• Researched accounts, answered questions, and worked with new customers

• Design cutting edge Web Pages integrating text, video, imagery and audio on contract basis for clients

• Provide 24/7 helpdesk assistance via phone, on-site, and/or remotely

• Developed business, personal, and non-profit web pages

• Facilitate online, one-hour training seminars – QuickBooks, Databases, Office Microsoft Office applications

1997 - 2005

• Created interactive ecommerce websites to automate A/R, A/P, Inventory, Pos

• Configured ERP for customers to login through website via Real Time

• Assist needs of CEO, President, Plant Managers including international travel

• Responsible for monitoring, operating, and maintaining 7 servers: MS Exchange, Oracle9i, Terminal Services

• Provided technical support for 150+ users with training, application and/or system issues

• Configured International Frame Relay, Voice over IP, wireless, and LAN/WAN networks

• Automated and rolled out scripts for hardware and software maintenance

• Facilitate AutoCAD, Solidview, , 3-D & 4-D software, conversions, and FTP upload/download sites

• Implementation of EDI (Electronic Data Transfer) with honorable customers: Staples, WalMart, ToyRUs

• Provided technical support for the production division of 2 manufacturing facilities-(Indiana/Texas)

• Acquire bids, scheduled and supervised 9 subcontractors

FORM/TEC Plastics, Inc.,   Martinsville, IN
Customer Service/Marketing Director

• Supported voice and data systems, including desktop support for remote sales

• Administrate technology lifecycle from initial system planning, acquisition through installation, training and operation

• Instrumental in documenting and implementing new projects requested by management

• Provided marketing material and created active ecommerce websites