Customer Service Management

Bruce W. Rogers

*** ** ******** ****** **** Apt. 14 Phone: (785) 393-

9085

Blue Springs, MO 64014 Email:

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

PROFILE

Team-oriented professional with IT experience in customer service

environment. Effective communication skills with ability to establish and

maintain rapport with various levels of management, staff and customers.

Attention to detail and demonstrated commitment to organizational goals and

objectives.

Management Expertise

. Effective Problem Solving . Scheduling/Planning

. Time Management . Team Building/Customer Relations

. Analytical Thinking . Written/Verbal Communication

Technical Expertise

. Microsoft Office 2003 & 2007 . VMware Workstation

. Adobe Reader 10 . Bomgar Representative Console

. Cisco System VPN Client . BMC Remedy User 7.0

. Citrix . Power Term 5.0

Software Installed

Malwarebytes Anti-Malware, Spybot Search & Destroy, Microsoft Office

2003 and 2007,

Adobe Reader 10, SAP, Oracle, ADC Reporter, Local and Network Drives,

Citrix Web Client

Plug-in, ROC Desktop and Handheld, and ROC Excel Reports

RELATED PROFESSIONAL EXPERIENCE

Service Center Solutions, Palestine, TX

Farmland & Smithfield I.T. Helpdesk Analyst Oct 2009 -

Aug 2010

. Active Directory

. Ears Ticketing System

. Routed tickets to the correct corresponding department if necessary

. Handled Emails

. Reported Outages

. Reset Users Passwords

. Handled Incoming & Outgoing Calls

. Remote connectively in users computers

. Troubleshoot Computer Technical issues (hardware, software, viruses

and programs)

Schlumberger, Lawrence, KS

Machine Operator Aug 2008 - Feb 2009

. Maintained cable specifications examples (size, length, material)

. Imputed required data in the computer when starting and ending a

cable job

. Worked independently on the correct cable and order ID

Affinitas, Lawrence, KS

Customer Service Feb 2008 - Jun 2008

. Assisted customers with general questions re billing, audio and video

for Comcast

. Organized appointments for customers when needing assistance from a

technician

. Routed calls to the appropriate departments

Resume of Bruce Rogers - Page 2

OTHER EXPERIENCE

Pinnergy, LTD, Palestine, TX

Disposal Operator Aug 2007 - Jan

2008

. Supervised oil and mud disposal that grossed a net profit of 1

million dollars

. Instructed and managed employees regarding facility safety rules and

acceptance of oil from patrons

. Tested quality of oil, based on the company standards

. Applied safety guidelines when disposing oil

. Tracked and maintained statistical data on customers and their

products for billing

. Liaison between customers and management

Taco Bell, Baldwin City, KS

Cook/Cashier Feb 2007 - May 2007

. Employee of the Month Award - April 2007

SUMMER EMPLOYMENT

American Eagle-Distribution Center, Ottawa, KS

Seasonal Packager Summer 2006

. Scanned vast quantities of merchandise for shipment to retail stores

under tight deadlines and met weekly and monthly quotas

. Increased amount of shipments that were shipped and received by 40%

Baker University, Baldwin City, KS

Fitness Center Associate Aug 2005 - Aug 2006

. Supervised campus fitness facility and equipment center for

approximately 925 students

. Facilitated scheduling for training students, faculty and the

community

. Presented presentations for students, faculty and the community

regarding healthy initiatives

. Visual merchandised health information booths throughout the fitness

center

Wilson & Walker, Palestine, TX

Rover Summers 2005 & 2006

. Implemented safety rules and quality regulations of the oil field

. Repaired and purchased upgrades on tools and gas equipment

. Floated as needed in the following positions: yard-hand, pipe

construction, pipe deconstruction and clean up oil spills.

Honors and Activities

Mungano Multicultural Organization Member, 2002-2007

Baker University Football, Member, 2002-2007

Baker University Football, Captain, 2004-2007

Champion of Character, Member, 2004-2005

Recreation Center Volunteer (165 hours), Fall 2006

Liston Award Scholarship Recipient, (Outstanding Student-Athlete), 2005-

2007

Assisted Living and Retirement Home Volunteer (50 hours), Fall 2005

Education

B.A. Sociology, Baker University 2007

Minor: Physical Education

Contact this candidate