Customer Service Manager

**** ***** ****** ***** (***)

***-****

Jacksonville, Fl. 32216

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

Lawrence L. Dann, Jr. A+, MCP, MCSA, MCSE

SUMMARY

Seeking to further enhance my technical background by securing a position

University of Florida Jacksonville Healthcare, that has career and

advancement opportunities in the Work Force Management field. I have over

20 years experience in retail and manufacturing industry, including 10

years managerial experience, 4 years Help Desk Technician experience, 4

years as a Work Force Management Command Center Associate, 4 months on

temporary assignment as a Contact representative with the IRS and currently

unemployed.

I have a background in Electronics, equipment maintenance and repair

skills. Excellent leadership, problem solving and troubleshooting

abilities. Strong work ethic and a professional, responsible team player.

Hands-on experience with IBM-AS400, Remedy, Total View IEX, Lotus Notes, MS

Office 97 and 2000, Outlook and Outlook Express, SQL Server 2000, as well

as certifications in MS Windows 95, 98, 2000 and XP operating systems.

PROFESSIONAL EXPERIENCE

Department of the Treasury

Internal Revenue Service

1 Independent Drive

Jacksonville, FL. 32202 Jan 2011 to April 2011

Contact Representative: Jacksonville Accounts Management, The Wage &

Investment Division

Responsibilities: Perform a full range of administrative and technical

assistance to individuals and /or businesses primarily through telephone

contact.

Address diverse issues/problems that cannot be answered or resolved

routinely.

Apply a wide range of tax processing regulatory requirements and procedures

as administered by the Internal Revenue Service.

Elicit sensitive, personal and financial information.

Make determinations and use sound judgment concerning controversial

matters.

Develop, analyze and evaluate information involving the research of Tax

Payers records.

________________________________________________________________________

Convergys, Inc.

8000 Baymeadows Way

Jacksonville, Florida Aug 2002 to Sept 2010

WFM: Command Center Associate (B1): AT&T Mobility, DirecTV, Sprint PCS &

Charter HSI

Responsible for monitoring, managing and analyzing call volume as well as

analyze statistical data, and KPIs, with focus on agents RTA, AHT, ASA,

and sites Service Levels, Accessibility and Occupancy to ensure proper call

allocation goals are met. Responsible for data entry and monitoring IEX on

a real time basis to ensure performance is within pre-set parameters.

Provide a vital link to Operations, Work Force Management, and Client

Services by making recommendations, concerning implementation of downtime

and overtime. Provide Tier 1 and Tier 2 support for all global inbound call

routing issues to minimize system downtime. Serving as a liaison between

and B2 and B3 to disseminate vital information to peers.

Cust Serv & Problem Res Rep II, (COX High Speed Internet, FEDEX Technical

Support & CISCO Support Services)

Responsibilities: Receiving Inbound Customer Calls, Troubleshoot basic

TCP/IP, DHCP, NIC, Cable Modems, Dial-up Modems, Wired and Wireless Routers

and Resource conflicts, on Windows 9X, 2K, and Windows XP PC's as well as

troubleshoot and configure Internet Explorer and Outlook Express and also

troubleshoot Thermal, Laser and Network Printer problems.

Track customers information by Data entry in ICOMS (AS400), and REMEDY and

Nexus Software.

____________________________________________________________________________

________

Solid Computer Decisions, Inc.

Jacksonville, Fl. Jul 2001-Jul 2002

Computer Certifications

Comptia A+

MCP (Microsoft Certified Professional), MCSA (Microsoft Certified Systems

Administrator, MCSE

____________________________________________________________________________

_______

RR Donnelley & Sons, Inc.

South Daytona, Fl. Apr 1991- May 2001

Materials Management

Routinely, troubleshoot equipment, to maintain successful operation.

Responsible for safely operating and maintaining, all Hoist Trucks

Responsible for shipping and receiving, Roll Paper.

Responsible for maintaining a continual, uninterrupted supply of roll

paper, to the press.

DI-BAR Electronics

Palm Coast, Fl. Sept 1988-Jan 1991

Manufacturing Supervisor

Directly responsible for the hiring and training of all manufacturing

personnel. Coordinated production planning for various Electro-mechanical

assemblies. Experienced with set-up and testing of production assembly

lines for various electronic, Electro-mechanical and cellular communication

devices. Comprehensive experience in the manufacture of various, "Build

from BLUE PRINT", proto-type, mechanical assemblies for NASA and DOD

certified contractors

____________________________________________________________________________

________

WaWa Food Markets

Levittown, Pa. 1987-1988

Assistant Store Manager

Duties included food preparation, customer service, cashiering, stocking

shelves and fast food service. Performing in-store cost accounting

procedures, in relation to cash flow. Totaling-up the cash receipts, as

well as making bank deposits.

____________________________________________________________________________

_________Dann's BreadWinners Deli, Inc.

Philadelphia, Pa. 1985-1987

Owner/Operator

Duties consisted of food preparation, maintaining inventory levels. Lunch

time delivery service, as well as off-site catering. Emphasis on customer

satisfaction, through fast, courteous service. Performing in-store cost

accounting, totaling up the days receipts and bookkeeping. Responsible for

the hiring and training of all employees.

____________________________________________________________________________

_________

Kanes Shop'n Bag Supermarkets

Levittown, Pa. 1971-1985

Assistant Meat Department Manager

Responsibilities included ordering supplies. Butchering and trimming of

various types of meats, poultry and seafood. Preparing meats for the

customer showcase, with emphasis on customer service both in the Meat

Department and the Delicatessen. /

____________________________________________________________________________

_________

EDUCATION

Daytona State College (formally: Daytona Beach Community College)

Daytona Beach, FL.1989-1991

Electronics Engineering Technology

GPA: 4.0.

Computer Education

IBM-AS 400, Remedy, Nexus, Total View IEX, Avaya and CMS

Applications: Microsoft Office Suite 97 and Microsoft Office Suite 2000,

Lotus Notes

Data Base Applications: SQL SERVER 2000

Operating Systems: Microsoft Windows 95,98,2000 Pro, 2000 Advanced Server,

XP

Contact this candidate