Quality Assurance Customer Service

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OTIS MILLBROOK JR

*** ****** ******, *******, ** 95337

Cellular 408-***-****

********@*******.***

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OBJECTIVE Position applying for: Local Intermodal Truck Driver

EMPLOYMENT SUMMARY

2010 - Present Intermodal Driver - Schneider National. French Camp, CA

Provided intermodal transportation services as a Class

"A" driver between the BNSF & Union Pacific rail yards

in Stockton, California to various destinations located

in California and Nevada.

2009 - 2010 Driver- SYSTEM/TWT Refrigerated Services. French Camp,

CA

Drove a Dry Van and Reefer unit as a Class "A" driver

between the states of California, Oregon, Washington

and Arizona.

2006 - 2009 Bail Bonds Agent - Two Jinn Inc. Carlsbad, CA

Responded to customer phone and in-person requests for

timely and efficient bail bond services in professional

manner.

. Maintained expert-level knowledge on the laws and

other governmental requirements applicable to this

company's line of business

. Used MS Office to prepare written communications to

customers and corrections personnel to facilitate the

bail process

. Performed the gathering and evaluating of personal

and financial customer data used to facilitate the bail

process

2001 - 2006 Technical Support/Training Specialist - Atrica, Inc.

Santa Clara, CA

Performed technical and training support for customers

through phone, e-mail and on-site sessions in a timely,

efficient and professional manner.

. Maintained expert-level knowledge on the features and

business application of the company's product line

. Performed troubleshooting to identify causes and

recommend remedies to user issues

. Provided written and/or verbal instruction to users

to correct problems

. Performed quality assurance testing and record issues

found

. Responsible for making decisions regarding scheduling

technical training courses conducted for the customer

. Enhanced customer communication by creating

self-paced and instructor led courses

. Researched solutions to common user issues and

created appropriate technical training notes and

courses

1995 - 2001 Technical Support/Training Specialist - Nortel

Networks. Santa Clara, CA

Performed technical and training support to the

customer through phone, e-mail and on-site sessions in

a timely, efficient and professional manner

. Maintained expert-level knowledge on the features and

business application of the company's product line

. Performed troubleshooting to identify causes and

recommend remedies to user issues

. Provided written and/or verbal instruction to users

to correct problems

. Performed quality assurance testing and record issues

found

. Research solutions to common user issues and create

appropriate technical training notes and courses

. Responsible for making decisions regarding scheduling

technical training courses conducted for the customer

. Provided excellent written and verbal communication

by creating self-paced and instructor led courses

. Provided strong project management skills to project

teams

. Successfully installed many software packages and

excessively developed and used good troubleshooting

techniques to solve problems with these installations

when they occurred

. Proficiently used MS Office packages to develop and

deliver technical services to the end-customer

. Used good time management and telephone skills to

provided outstanding customer service the company's

customer skills courses were partners, customers, and

internal personnel

. Created certification program tracks for

administrators, developers, technical support, field

engineering, and sales

. Taught troubleshooting to technical support, and

field engineering on how to resolve customer technical

issue regarding computer hardware, software and network

connectivity problems

. Provided instruction on how to handle customer

questions and problems regarding hardware, network

management software issues

. Taught technical audiences how to troubleshoot

routers and switch installation, configuration and

management issues. The audiences for these courses were

partners, customers, and internal personnel

. Performed network management software installation

and

configuration

. Performed problem escalation and reporting

EDUCATION AND TRAINING

Electronics - DeVry Institute of Technology. Phoenix,

AZ

This was 2-year Vocational where I was trained as an

Electronics Technician

BS, Technical Management - DeVry University

Pending Completion of Degree Requirements

Other Training

Western Pacific Trucking Driving School Stockton, CA -

December 2008

Technical Project Management

Facilitative Management

LAN Troubleshooting and Data Communications Protocols

Computer Network Systems Analysis and Design

Microprocessors System Analysis and Troubleshooting

Contact this candidate