Jeff Stetzel

Cell - 720-***-****

Email - abi1h6@r.postjobfree.com

http://www.linkedin.com/in/jeffstetzel

Microsoft Certified Technology Specialist (MCTS)

First point of contact for network, desktop support, software, printer, fax

and copier issues. Log issues and follow through to conclusion. Provide

product application support from troubleshooting through to resolution.

Received many awards for customer service.

Technical Skills

* Mechanical aptitude * CA Service Desk Reporting

(Ticket tracking)

* Cisco Unified Intelligence Suite * ProactiveNet Analytics

(PAN)

* exony - Virtualized Interaction Manager * Austin Logistics - OnQ

* Cisco Unified Communications - Webview * eWorkforce Management

(EWFM)

* POS support * Lotus Notes/Outlook

* MSOffice Suite * Ethernet cabling

* Telephony Switch (Definity G3R) * Voicemail (AUDIX)

* Call Management System (Centervu Supervisor) * Basic Programming

Experience

RTL NETWORKS / TELETECH GOVERNMENT SOLUTIONS

Senior Help Desk Analyst (Contract - Census Project) Mar 2010 - Aug 2010

. Take inbound phone calls for a variety of issues and log tickets in the

ticketing system

. Follow up open tickets to ensure they are completed in a timely manner

. Administer conference bridge during major outage. Document progress of

resolving the issue and results of testing fixes

. Desktop support/troubleshooting and password resets

. Expected to resolve the issue or escalate it to the appropriate team for

resolution

. Made outbound calls to client help desks to report or follow up on client

based outages

. Managed user accounts

. Re-skill agents to/from inbound and outbound type calls and English

to/from exotic languages

. Title-13 Security Clearance

QANTAS AIRWAYS

Systems Administrator (1994-Feb 2009) / Operations Coordinator (2003-Feb

2009) /

Programmer (1990-Feb 2009)

. First point of contact for network, desktop support and software issues

. Managed back office call routing utilizing Definity G3R Telephony Switch

. Maintained Intuity AUDIX voicemail system

. Coordinated the vendor contracts for the UPS, generator, security,

telephony switch and electric

. Basic maintenance on printers, faxes, copiers

. Installed and supported point of sale software

. Organized new employee setup on network and office moves

. Monitored Call Management System (Centervu Supervisor) and eWorkforce

Management

. Developed Disaster Recovery Plan

. Managed backup tape rotation

. Trained agents on new application releases

. Several scripts reduced manpower requirements from 6 to 1 and removed the

necessity to hire more agents making the office more productive while

providing cost savings

. Coordinated with business analysts to implement new reservations

workflows

Telephone Sales Agent (1987-1991) / Marketing Distribution Agent (1991-

1994)

. Overlapped Marketing Agent with Programmer roll until 1994

. Promoted Qantas Airways in global distribution systems (e.g.

Sabre/Apollo/System One/Worldspan)

. Created contests for Travel Agents and verified Qantas information,

schedules and fares correct

. Assisted customers with their South Pacific flight reservations and

performed service and delay handling

Awards

. Service Above and Beyond - Consistent excellent customer service and

transition coordination

. eXcel - Service Award - Exceptional contribution in service to others

. Top Koala Award - Time/Manpower saving "Delay Handling" programming -

Reduced manpower requirements from 6 to 1 and saved over $15,600.00 per

year

. Top Koala Award - Time/Manpower saving "Group record creation"

programming - Removed the necessity to hire more agents making the

department more productive while providing cost savings of $31,200.00 to

$62,400.00 per year

. Seven week staff loan project in Australia - (One of four chosen by

management)

Education

Currently working towards MCSE/MCITP certification

Associate of Applied Science Degree - Accounting Specialist

Recommendations

Travis Lay, Network Operations Center Manager, TeleTech (colleague) managed

you .

"Jeff was an amazing worker for me at TeleTech. He was so anxious to work

and perform well that he essentially made it a game to grab tickets and

work tickets with his shift. It became an accomplishment if someone could

get to a ticket to work it before Jeff. I have no question that he was

underutilized at his position at TeleTech and would be an amazing asset

where ever he works." July 26, 2010

Jerry Bowen, Network Operations Center Lead, Teletech Inc. (colleague)

managed you.

"This is my personal recommendation for Jeff Stetzel. I had the pleasure

being Jeff's supervisor at TeleTech. I found him to be consistently

pleasant, tackling all assignments with dedication and a smile. Besides

being a joy to work with, Jeff is a take-charge person who is able to

consistently be a top performer in the NOC, his professionalism, work

ethics and attention to detail are paramount. He has leadership qualities

that were noticed by co-worker and management and his contributions to the

project were greatly appreciated." July 15, 2010

Francisco Velez, Global Service Desk NOC Lead, TeleTech (colleague) managed

you indirectly.

"During my work experience with Jeff, he was able to provide production,

network and systems surveillance. At the same time, he performed moderately

complex account management and configuration tasks in support of customers

and customer supporting systems. He would be a suitable and capable asset

to any department." July 17, 2010

Lance Moore, Senior Help Desk Analyst, Teletech (colleague) worked directly

with you.

"Jeff came onto the project and immediately proved himself to be an asset

to our team and the project as a whole. He demonstrated the ability to

quickly come up to speed and was extremely diligent with his duties with

us. I can say without any reservations that any company would count him as

a great asset. Hire him, you won't be sorry!" July 17, 2010

Lola Barnett, Sr. Help Desk / NOC Analyst, TeleTech (colleague) worked

directly with you.

"I worked with Jeff at Teletech. He came on board very quick, contributing

at a high level in a short amount of time. As Account Management auditor,

Jeff's work is outstanding. He is one person I can trust to do the right

thing the first time. He is a pleasure to work with and a great Team

player." June 12, 2010

Beth Seltzer, Census Senior Analyst, Tele Tech Holdings (colleague) worked

directly with you.

"Jeff is great to work with. He is always offering to help when anyone has

a question. His work ethic and professionalism are outstanding. I would be

happy to work with Jeff anytime." July 16, 2010

Craig Dwyer, Senior Architect, IT Planning & Strategy, Qantas (colleague)

managed you indirectly.

"I had the pleasure of working with Jeff for 5 years when I was the

Regional IT Manager for QANTAS Airways, based in Los Angeles CA, and he was

working in our Tucson AZ Call Center prior to it being closed down. Jeff

was without doubt one of my most dependable site contacts and was a font of

knowledge when it came to the technical and operational aspects of this

business. He demonstrated a good understanding of all the IT systems, a

willingness and aptitude to learn quickly, always took ownership of issues

and followed through on initiatives to continually improve the operation of

the Call Center. Jeff would be a valuable asset to any organization." July

18, 2010

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