SUMMARY OF QUALIFICATIONS

Right Click here and choose "Save Target As" to download this resume' in MS Word Format

• Analytical approach to problem identification, assessment, resolution, and crisis management
• Highly articulate and persuasive communicator, promote positive and productive work/study environment
• Exhibit maturity in stressful situations; exercise prudent judgement; maintain effective performance
• Capable of translating complicated ideas, giving clear concise directions, and training to subordinates
• Self-motivated, responsible, and thorough; equally productive in collaborative and independent work environments
• In-depth technical knowledge of all facets of computer hardware units and software programs

UNIVERSITY OF SOUTHERN MISSISSIPPI Hattiesburg, Mississippi
Focus of Study: Computer Science graduate courses, Dates of Attendance: 6/97 - present

UNIVERSITY OF NORTH TEXAS Denton, Texas
Focus of Study: Computer Science/Biological Sciences graduate courses
Dates of Attendance: 1/95-5/97

UNIVERSITY OF NORTH TEXAS Denton,Texas
Focus of Study: Bachelor of Science in Biology awarded December,1994
Emphasis: Biochemistry/Molecular Biology
Minor: Chemistry
G.P.A. 3.01
Member of the Beta Beta Beta Biological Honor Society (1992-1994)

Spanish S/R/W, non-fluent
 

• Linux, Unix, BSDI, DOS 6.22, Windows 3.1, Windows 95/98 and Windows NT Operating Systems. Also Apple II , LC, and Macintosh.
• Microsoft Office, WordPerfect, Lotus 1-2-3 and Lotus Notes, Harvard Graphics, Netscape Composer, Microsoft Frontpage ’98, various internet-related applications.
• Some experience in HTML, PERL and Python scripting/CGI Programming , Cobol and C programming

07/2001 - Present Cingular Wireless , Ocean Springs,MS

Customer Service Representative Answer approximately 60 customer calls per day in a call center environment. Explains wireless phone services,prices,coverage areas and features, recommend and change service plans, answer and correct billing issues regarding roaming,long distance and usage charges. Input credit card and bank draft payments by customers, resolve basic technical and phone programming issues.

06/98 – 07/2001 I-55 Internet Services, Inc. Biloxi,MS  (formerly Datasync,Inc)

Chosen to attend an IXC training seminar in New Orleans,LA covering fiber-optic network technology and network design/implementation in July,1999.

Chosen to attend training/informational seminar on new customer service tracking platform adopted by American MetroComm and implement training for fellow employees upon return

Billing/Credit Card Processing (03/99-Present) Handled incoming customer calls, customer statement generation, and resolved credit card disputes with Visa, Master card and American Express.

Processed credit card transactions through CyberCash™ for growing Internet services division of a competitive local exchange carrier (CLEC) for the Baton Rouge,LA to Foley,AL areas.

Wrote various scripts in PERL to handle bulk email to customers and to automate various tasks on an as needed basis.

ISP Integration Manager (06/98-Present)
Handled basic system administration and account management on legacy BSDI servers from CommNet Data Systems. Supervise and implemented the migration of web sites, email accounts, and dial-up accounts to Linux servers of American MetroComm Internet services

Resolved customer service and technical support issues for customers still using the legacy servers

Provided email administration for various high-profile companies in the New Orleans area including Oreck,corp, Audubon Institute, McIlhenny, and the Neville brothers

Coordinated and implemented the transition of approximately 1,000 customers from one dial-up server to another

Integrated dial-up and dedicated (T1 and ISDN) internet customers of CommNet Data Systems from a DOS based billing platform into the linux based billing/accounting platform used by American Metrocomm Internet Services

Content Development Manager (06/98-03/99)
Developed and edited content in the design and launch of an on-line community for American MetroComm Internet Services titled "MetroCommunity.net"

Installed and maintained an I-chat server on Windows NT and assisted in the hiring and training of a webmaster to further design and maintain the site

Wrote and installed several PERL and Python scripts for use in the site

08/97-06/98 Datasync, Inc. Biloxi,MS

New Accounts Manager (03/98-06/98) - Responsible for daily addition of new Dial-Up accounts to growing Internet Service Provider. Entered accounts in system, updated records, recorded payments, processed cancellations and configured customer computers as needed.

Faxed, mailed, and emailed price quotes for dedicated access (ISDN, T1, Fractional T1, and Frame Relay) and entered accounts in linux-based billing/accounting system

Technical Support Supervisor (01/98 – 03/98) - Supervised daily operations of 6 technical support representatives

Ensured scheduling needs were met

Resolved challenging technical support situations

Worked with a team to write the technical support employee manual detailing policies and procedures for the technical support department

Technical Support Representative (08/97-01/98) - Answered customer questions regarding PPP connections to the internet

Created new customer accounts and resolved software/hardware conflicts related to Windows 95 Dial-Up Networking and Win 3.1 Winsock issues as well as some Windows NT and Macintosh configuration

Configured customer computers brought into the office, installed both internal and external modems and network cards

7/97 – 11/97 UNIVERSITY OF SOUTHERN MS Long Beach,MS

Computer Lab Monitor - Set-up and Maintained 20 PCs for general student usage.

Answered questions concerning Microsoft Word, Wordperfect,Microsoft Excel, and other software packages.

Maintained modems for the university dial-in accounts

Added accounts on the university unix system

08/96-04/97 STREAM INTERNATIONAL,INC Dallas, Texas

Technical Support Mentor (1/97-4/97) Acted as mentor to 150 representatives providing contract hardware and software support to customers of high-profile computer manufacturers.

Provided resource information to representatives specializing in Windows 95, Windows 3.1, DOS, and all manufacturer installed software programs

Technical Support Representative (8/96-1/97)
Responded to incoming customer calls for technical hardware and software support. All customers were first time computer users. Handled up to 50 calls per day with an average call time of twelve minutes

06/96-08/96 INFINOP Denton,Texas

Web Consultant - Designed and developed web sites for clients of local software company. Company, which employed 15 on-site employees, wrote and marketed Lightning Strike image compression software in addition to other programs. Provided expertise on proper format, style, and target audience.

EMPLOYMENT HISTORY

5/96-8/96 WAL-MART STORES, INC. Denton,Texas

Sales Associate Assisted customers in the purchase of women’s apparel at one location of a global, multi-billion dollar corporation. Advised customers on current fashion and coordinating accessories. Answered questions regarding washability and color fastness of fabrics. Maintained daily sales reports, updated inventory , and supervised various sales and customer participation events.

10/95 – 1/96 WORLD OF SCIENCE® Denton,Texas

Sales Associate Accountable for retail sales of educational toys and novelty items in one store of a 150 store national chain. Assisted customers in the selection of age appropriate toys; completed sale process, updated inventory.

6/89-10/95 WAL-MART STORES, INC. Denton,Texas

 Sales Associate (6/90 – 10/95) Denton,Texas
 Sales Associate (10/89 – 5/90) Duncanville,Texas
 Sales Associate (6/89 – 10/89) Waxahachie,Texas