Customer Service Management

Wesley Paul

**** ********** ***** 704-***-****

Charlotte, NC 28208 abgqrn@r.postjobfree.com

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OBJECTIVE: Expand leadership responsibilities, improve organizational

ability to exceed corporate goals and help honor all long-term commitments.

PROFESSIONAL OVERVIEW

Versatile, resourceful IT Professional with 3+ year's

experience.Comprehensive knowledge in Engineering Technology, Web

Design/Administration and Content Management. Additional competencies in

technical writing, business acumen and educational project management.

Approach every project with enthusiasm, a positive attitude and a sense of

urgency. Multi-task (when needed), well-organized and dependable performer

with the flexibility to adapt to constantly shifting priorities.

ENGINEERING TECHNOLOGY TRAINING

Central Piedmont Community College, Charlotte, NC

Certification. (Engineering Technology) Green Systems Technology,

12/2011

Certification. Alternative Energy, 12/2011

Certification. (Advanced Manufacturing) CNC Technologies, 6/2013

Accrual of over 640 hours of module training and exercises in engineering

technology principles and technical applications.Received hands on training

in the understanding and trouble shooting of mechanical, electrical and

manufacturing technologies. Versed in the usage of tools in the

manufacturing and industrial industry. Skilled in reading industrial and

manufacturing schematics and designing blueprints.

CNC Technologies (Advanced Manufacturing)

. CNC-Operating and programming.

. Usage of tools for machining, measuring and precisions.

. Skilled in reading manufacturing schematics and blueprints.

Green Generalist (Alternative Energy & Advanced

Manufacturing)

. Trained in concepts on responsible manufacturing, product

life cycle and solid waste management.

. Knowledged in energy management, green chemistry

and environmental energy management.

. Adept in the four "R" practice, supply chain management

and environmental stewardship.

Programmable Logic Control/Electro-Mechanical/Motor

Drives (Engineering Technology)

. Learned in systems trouble-shooting and programming of PLC's.

. Control transformers- sizing, operational testing and

troubleshooting.

. Motor starters and control relays-operational and

diagnostic troubleshooting.

. Machine installation - Systematic trouble-shooting,

leveling and aligning motors with drives.

. AC/DC fundamentals - circuitry analysis, blueprint

reading electrical wiring.

. Machine output measurements-speed, torque, power and efficiency.

. Belt drive and chain drives- alignment, tension

measurements and servicing.

Air Logic/Electro-Fluids/AHR Technologies

(Engineering Technology)

. Trained in refrigeration machinery and systematic

troubleshooting.

. Able to read basic wiring schematics

. Cultured in Pneumatics and Hydraulics Technology.

. Educated in air logic trouble-shooting and operations.

INDUSTRIAL IT PLATFORMS: AutoCAD, Inventor, SolidWorks, Google Sketch 8,

GIMP

TOOL AND MACHINERY ENVIRONMENT: Caliber instruments, Square blocks, Hand

tools, Micrometer, Amp meter, Allen

Bradley, Seimens, Okuma, Amatrol

EDUCATION, TECHNOLOGY & DESIGN

Wesley Paul Learning Institute, Charlotte, NC (Online)

Current

www.sites.google.com/site/wesleypaullearninginstitute

Philanthropy/Education

Developed and managing

www.site.google.com/sites/wesleypaullearninginstitute, a free online

cyber institution for e-learning and e-training in the basic principles

of Engineering Technology, Leadership, Professional Development and

Organizational Management. Handle all aspects of small business

ownership, including business development, budgeting, contract

negotiation, client relations, project management and customer service.

Web-Master/Project Management

. Design brochures and distribute flyers to promote WPI

to the economically challenged community.

. Research new mediums for learners to obtain information

and

support for academic prosperity and professional

development.

. Implement a network of videos, web-links and a devised

integrated curriculum for

cooperative learning and visual presentations.

Web-Administrator/Content Management

. Experienced in the diverse utilities of control panels for

content management and web

administration.

. Prompt in research on web designs, cloud technology usage

and web-security infrastructures.

Educator/Learning Design

. Design open learning platform for students to build their

cognititve

development and technical skill set in their desired

discipline.

. Evaluate and research resources from various learning

institutions

that participate in open source platforms.

. Provide participating educators with teaching and

instructional resources,

peer and industry literature; including

electronic sources that assist

in the development of proficient

teaching practices.

INFORMATION TECHNOLOGY

Microsoft Office: Publisher, Power Point, Word, Access, Excel,

SharePoint, MOSS Google

Plarform: Analytics, Google Adwords, SEO

Windows OS: XP,7,8

Publications Platforms: WordPress, Blogger

Code Programming: HTML, CSS, PHP, JavaScript, SQL, CNC Coding

Application Development:

EDUCATION

Central Piedmont Community College, 06/2013

Continuing Education.,Certifications thru www.LYNDA.com

Strayer University, Charlotte, NC

M.Ed., Educational Management, 08/2011

North Carolina Central University,

Durham, NC B.A., Mass Communications; minor in Business Administration, 2005

PROFESSIONAL EXPERIENCE (From 2007 to Current)

United Health Care, Concord, NC

10/2010-1/2011

Technical Service Representative

(Contractor)

2 months

Manage and respond to large volume of inbound technical

customer calls and emails. Recognized for success in resolving

client technical issues using expertise, FAQ's and Web-based research

with various software packages.

Key Accomplishments:

. Consistently meet all performance

standards, including handle time, call quality and

customer satisfaction.

. Skillfully promote company products

by using advisory skills and upselling additional services

to meet customer's needs.

. Focused and flexible, identifying

the degree of every customer's technical knowledge and

adjusting problem-solving communications accordingly.

. Consult with potential and current

members of governmental medical programs by utilizing high-

performing database, to ensure compliance with all

regulations.

American Communications Network

1/2010-4/2010

Independent Contractor

7 months

Drove sales of AT&T, Verizon, T-Mobile, Sprint, DirecTV, Dish and ADT

products to residential customers. Worked with firm's IT Departments

and Customer Service Reps to acquire, service and retain clients.

Key Accomplishments:

Recruited, trained and developed 2 team members into sales

professionals. Rapidly progressed to

executive trainer role; attended annual Leadership

Conference.

Client: Crisis Assistance Ministries (thru Charlotte Area Fund)

4/2010-8/2010

Apprentiship

3 months

Accepted, inventoried and managed donations from local civic agencies

and public contributions, including clothing, hardware and

indoor/outdoor furniture. Processed/filed paperwork and inputted

client data and all relevant information into database. Supervised

volunteers and delegated work assignments as needed.

Key Accomplishments:

. Awarded at annual luncheon for high-energy work ethic,

proactive customer service and a dedication to

teamwork.

Wachovia Retired Services and Mail Services, Charlotte, NC 04/2007

- 08/2008

Client Support/Administrative Assistant 1 year 4 months

Responded to and/or processed 40+ inquiries, phone calls and paper

documents on a daily basis. Inputted highly confidential information

and client profiles into databases.

North Carolina Central University/WNCU AudioNet, Durham, NC 2002 -

2005

Producer, Writer, Disc Jockey

Provided streaming music, entertainment and closed circuit

broadcasting across campus and at sporting events, campus parties and

school-sponsored talent shows.

Key Accomplishments:

. Wrote and produced Public Service Announcements for the

community about social disparities and health awareness.

. Planned and marketed events, selling 200 tickets to a

single event through university ticket box offices, closed

circuit broadcasting, print media and Website.

Established campus organization, wrote mission statement

and recruited members.

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