Customer Service Technician

Sean Bryant Carver

**** *** ******* *****, ***** Plains, MD 20695

HOME PHONE: 301-***-**** CELL PHONE: 202-***-****

EMAIL: abh4hp@r.postjobfree.com

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OBJECTIVE

Seeking a position where I can utilize my customer service, analytical,

problem solving, and technical skills obtained in the work place and

knowledge, skills and abilities acquired from higher education and a

company that offers advancement.

EDUCATION

October 2008 - Present Strayer University, Suitland, MD

Major: Information Systems [Senior]

August 2000 - December 2007 University of Maryland Baltimore County,

Baltimore, MD

College of Southern Maryland, LaPlata, MD

Major: Information Systems

August 1998 - May 2000 Johnson C. Smith, Charlotte, NC

Major: Computer Science/Engineering

August 1994 - May 1998 Friendly High School, Fort Washington, MD

Degree: Diploma

QUALIFICATIONS

HARDWARE: Desktop and laptop computers

OPERATING SYSTEMS: Windows 95/98, Windows NT, Windows 2000/2003/Windows

XP, and Novell Netware 4.11.

SOFTWARE: Microsoft Office Suites 2000, 2003 and 2007; Heat, Remedy,

GroupWise, Adobe Suites, Netscape, Internet Explorer, Lotus Notes, multiple

antivirus protections (Norton, Webroot and McAfee), Genie, Staff Ware, and

Eboss.

EQUIPMENT KNOWLEDGE/SKILLS: Printers, scanners, copier machines, fax

machines, Mail Jogger/Cutter/Hazard Hood Mail Machinery, x-ray machine, 10-

button telephone system, and typing speed 40 words per minute (I obtained

skill in a 6-month Keyboarding course taken in High School).

EMPOYMENT HISTORY

August 2007 - December 2009 Operation Specialist

E-Trade Financial Bank, Arlington, VA

As an Operation Specialist, I was responsible for receiving and tracking

customers' financial documents in an Eboss Database system. I researched

and resolved various escalation problems from customers and E-Trade

Financial analysts regarding receipt of financial documentation. I

researched databases for information and responded in Microsoft Word or

verbally over the phone to various requests for information and status on

accounts. I assessed and assisted the department with various changes in

the migration of the new financial Eboss database system. I reviewed,

analyzed and updated customers' financial accounts using Staff Ware, Genie,

and Eboss databases. Scanned images of financial documents into electronic

databases and ensured the quality of information scanned was legible and

accurate. I created indexes for electronic documents and, as needed,

updated existing files with addendum(s). I audited investors' checks to

ensure accuracy of information and amounts are correct before processing

into customers' accounts. Respond to inquiries from customers for

appropriate financial forms concerning existing and new accounts with E-

Trade. I used Excel to record and track receipt of priority mail from

various carriers. I coordinated and composed the department's daily

productivity workload report for forwarding to management. I trained new

employees on office procedures, processes and the usage of financial

databases. I troubleshoot and resolved problems with the system databases,

printers and scanners, and I assisted the IT management staff with tracking

all IT assets within my department in Excel and updated the report

quarterly. I acted as team leader in the absence of the supervisor and

performed supervisory duties such as assigned workloads and followed-up

with employees to ensure tasks were completed. Upon the supervisor's

return, I provided a verbal brief and a workload report on completed and

pending projects.

Accomplishments: Award received for Employee of the Month in 2008 and

2009, provided courteous and expeditious responses to E-Trade customers and

employees, assumed responsibility and acted as team leader on projects,

analyzed information and database systems; and successfully completed

Security Awareness and Ethics training.

March 2004 - June 2007 Customer Service Bio-Technician

Pitney Bowes, Capitol Heights, MD

As a Customer Service Associate/Bio-Technician, contractor with the U.S.

House of Representatives, I complied with all established Occupational

Safety and Health Administration (OSHA) standards and regulations

associated with a hazardous work environment as well as the House of

Representatives' and Pitney Bowes' safety and security standards. I

provided mail services to the House and the Library of Congress. I tested

and opened all House of Representatives mail for hazardous and dangerous

substance. I skillfully used mail equipment such as Jogger, Cutter, and

Hazard Hood mail machinery to screen and secure all hazardous chemical

substances in order to prevent incidents. I logged and tracked

confidential and regular correspondence received for the House into

Microsoft Access database and responded to high volume of calls from

Representatives' staffers concerning receipt of mail. At the end of my

shift, I compiled a daily productivity report on remaining workload and

provided to supervisor. Occasionally, I acted as team leader, and in doing

so, I provided guidance on projects, oversaw other employees' work and

ensured safety procedures were enforced. I trained new employees on the

daily operation of the office, mail processing and the use of equipment.

Accomplishment: Award received for Employee of the Month in 2006 for

exemplifying most accomplished and excellence in customer service.

Interpreted regulations, and acted as team leader on projects. successfully

completed Security Awareness and Ethics training

January 2002 - March 2004 Customer Service Associate

Shoppers Food Warehouse, Waldorf, MD

As a Customer Service Associate, I greeted customers and responded to

customers questions related to goods and sale items and performed price

checks; moved large items to new locations, performed inventory of goods

and items, restocked and organized shelves; received deliveries and

unpacked the boxes and inspected the items, and returned unsatisfactory or

damaged goods to the wholesaler or distributor; I was responsible for

marking goods with the proper identifying codes and prices so that supplies

can be retrieved easily; received requests or orders for items from the

stockroom, and sent the appropriate merchandise to the right department;

arranged unpacked merchandise in a systematic order on shelves and racks,

in bins, and on the floor of the stockroom so it can be easily retrieved

when customers request for items.

Accomplishment: Established a good rapport with customers and provided

excellent customer service.

June 1999 - January 2002 Information Technology (IT)/Helpdesk

Technician (Cooperative Internship)

Department of Transportation, Washington, DC

As a Helpdesk Technician (Cooperative Internship), I assisted IT

specialists within the Maritime Administration (MARAD) and the National

Highway Traffic Safety Administration (NHTSA) in providing IT support to

over 3,000 users and satellite sites through System Management Server

(SMS), received customers incoming support calls for assistance and noted

problems into Heat and Remedy database. I supported and expertly handled

customers' requests for email and network assistance. I created new user

domain and email accounts using Active Directory. I installed software

through SMS, troubleshoot software issues (Word, Power Point and Excel),

troubleshoot peripherals, installed and configured Hewlett Packard printers

(local and network), installed and configured Microsoft NT, Microsoft

Office 97 and 2000 on employees' workstations, installed and configured

GroupWise versions 5 and 6, configured static IP addresses on workstations.

Tracked IT assets in Excel and updated the report weekly. I setup new

workstations and, if requested, provided users an overview in the usage of

Microsoft Office Suites 97 and 2000.

Accomplishments: Provided excellent customer service in person and over

the phone. I successfully tracked all IT assets during the move from one

location to another, set-up employees' personal computers to new office

locations swiftly and efficiently that employees' did not lose much work

productivity. I successfully installed the agency's new IPPS (Personnel

Payroll System) and DAFIS (accounting software) on managers and authorized

users' computers. I obtained knowledge in helpdesk operations, analyzing

and troubleshooting IT, problem solving, team building skills; gained

knowledge of operating systems Windows NT and Windows 97/2000 and became

proficient in the use of Microsoft Office Suite.

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