JODI KISER-GALINATO

**** ******* *******, **** ****

LAS VEGAS, NV 89122

PHONE 702-***-****

E-MAIL avufsg@r.postjobfree.com

PROFILE

I am a talented and accomplished customer service professional with administrative, presentation and public speaking skills. I hold two relational database administration certifications with 11 years of problem solving and technical support. I have built a reputation for dedicated teamwork, high-energy work ethic and commitment to customer satisfaction.

EXPERIENCE

CLEARWIRE /TELETECH – 12/2009 to 8/2011

Universal Resolution Specialist

Inbound call center assisting both internal partners and customer base with technical questions related to installation of hardware and connection to the internet from home and mobile modems. Mobile support including installation of software and activation of dual mode service (3G/4G). Selected to assist L2 with special projects as needed. Educate customers on networking options including Voice over IP (VOIP) and routers. Responsible for research, education and/or adjustment of billing and customer care inquiries.

Key Contribution:

• Maintain an average quality of support in the 90 percentile with minimum hold times and zero after call work.

• Received bonuses every month for a combination of adherence, quality, service metrics and first call resolution percentage.

• Proud to have been nominated Spirit Team Leader for my team.

WEIGHT WATCHER INC. 05/2003 – 12/2008

Traditional Meeting and “At Work” Leader

Support and guide Weight Watchers Members in their efforts to safely reach and maintain their individual weight goals by helping them to feel cared for, part of the group, well-informed, and motivated to succeed. Also responsible for on-site meetings in corporate offices, medical facilities and schools.

NEVADA FITNESS LADIES - Reno, NV 3/2003 - 5/2003

Front Desk – Part-time

Consistently arrived at 4:45AM Monday - Friday to prepare club for opening. Greeted members and guests with a smile, attentiveness and respect. Responsible for inventory reporting, appointment scheduling, phones, cash register, filing and other miscellaneous tasks as assigned.

BANCTEC/PLEXUS SOFTWARE – Sunnyvale, CA 4/94 – 3/2000

Server Support Manager

Staff Analyst

Sr. Support Analyst

Managed a five-member team of support analysts in performing upgrades, database design, tuning and recovery as well as hardware and software troubleshooting. Provided 24 x 7 backup to analysts to ensure prompt service and retain customer satisfaction. Worked closely with engineering to resolve product defects and provide timely fixes.

Key Contribution:

• Instrumental in helping Presbyterian Health Center upgrade to Informix DSA and subsequently tuning the database engine.

• Instruction, configuration and testing of new database for Bell Atlantic BA PINS project on an HP server in preparation for Y2K compliance.

• Proctor and Gamble recognized my product expertise and overall quality of service. They renewed their service agreement and place an additional order for 200-300 additional seats. (Software License)

INFORMIX SOFTWARE – Lenexa, KS & Menlo Park, CA 8/86 – 4/94

Consultant

Sr. Technical Support Analyst

MIS Support Liaison

Administrative Assistant to MIS Director

Credit & Collections Clerk

My desire to learn and technical aptitude promoted me through several positions. In my last position I provided on-site consulting services and telephone support to strategic customer accounts with emphasis in SAP configuration and integration. I also delivered technical presentations that required skilled public speaking and time/ project management skills.

Key Contribution:

• Identification of product defect at Hastings Entertainment. Was able to create a reproducible test case for engineering department, which facilitated a fix for the customer.

• Database design and data migration for Southwestern Bell. Created new database and scripts to format data for unload using specific data type conversion.

• Local support, instruction and upgrade of Farmland’s database integration with SAP.

EDUCATION

DEVRY UNIVERSITY – Online 04/09 – Present

I am a student working toward my bachelor’s degree in Computer Information Systems. I have achieved Deans List every term since spring 2009 with a 4.0 grade point average.

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