Quality Assurance Management

Bob L. Lopez

**** ********** ******, *********, ** 80504

720-***-**** (Cell)

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

SUMMARY OF QUALIFICATIONS

Commissions Analyst, currently responsible for international commissions to

include hardware, software, services, and maintenance agreements. This

includes creating and pulling Hyperion Intelligence Explorer reports,

exporting to Excel, creating pivot tables, while ensuring international

commissions are audit compliant. Ensuring personnel are paid on time, per

country Human Resources deadlines, is also critical. Working with Sales

Operations in Asia Pacific countries is critical to resolve issues with

quota, commissions' payment and sales personnel questions. Additional

responsibilities include supporting personnel on my team with Lotus Notes

team rooms, network connectivity problems, Excel, PowerPoint and Hyperion.

Asset Management Team Lead, led a team of eight personnel responsible for

over 4,500 HP and Sun servers. Responsibilities include ensuring variance

analysis is completed monthly, staffing schedule matches workload, and

reviewing reports for quality assurance. Other responsibilities include the

coordination of receiving assets, disposals, and server refreshes.

Asset Management Software Data Analyst, responsible for tracking computer

assets for external account from procurement to end of life. Perform

database management on the tracking database to include removal of obsolete

fields, addition of new fields, creation of new queries, reporting, backing

up tables and queries, and uploading data.

Help Desk Team Lead, started at entry level and progressed to team lead.

Responsibilities included measuring customer satisfaction surveys, matching

staff to call arrival, and providing feedback to customer issues. Other

responsibilities included putting presentations together, analyzing

spreadsheets, and completing Root Cause Analysis when problems occurred.

Additional responsibilities included assisting customers over the telephone

with varying computer problems using Windows NT, Windows 95, MS Outlook, MS

Exchange and MS Office.

Deskside Representitive, repairing Macintosh computers to include the

replacement of hard drives, memory, and application software.

PROFESSIONAL EXPERIENCE

Commissions Analyst, InfoPrint Solutions Company July 2008 -

Present

Strategic Output Solutions

Asset Management Team Lead, IBM Global Services May 2004 - July

2008

Integrated Technology Delivery, Asset Management

Asset Management Data Analyst, IBM Global Services October 2002 - May 2004

Integrated Technology Delivery, Asset Management

Help Desk Team Lead, IBM Global Services December 1997 - October 2002

Integrated Technology Delivery. End User Support

Help Desk Support, IBM Global Services October 1996 - December 1997

Integrated Technology Delivery. End User Support

SEMA Rocky Flats, Field Technician August 1995 - October 1996

EDUCATION

B.S., Computer Information Systems Management, Colorado Christian

University, Lakewood CO, 1996

PROFESSIONAL CERTIFICATION

Information Technology Infrastructure Library Foundation Certificate (ITIL)

March 2007

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