Manager Customer Service

Profile

I have had the opportunity of working in fast paced and stressful

environments, which have included the necessity and ability to adapt to new

technologies. My reviews, which have been well above average, indicate my

success in this type of situation. At the same time I was very successful

in developing and leading highly technical and dynamic support teams. I am

innovative, can think outside the box, but I can also stay within defined

restrictions.

I am very organized, have superior multitasking ability, and have been

successful in managing conflicting priorities and in providing leadership

and direction for those working with and for me. My ability to multitask

is demonstrated by successfully performing as DAA Supervisor, Change

Control Board Chairman, and Internal Auditor.

Skills Summary

Oracle & Access Db Customer Service ISO 9001, 14001 and OHSAS

Design & Management Process 18001

SQL, PL/SQL Documentation Bookkeeping

ITIL and Six Sigma Performance Front-Office Operations

training Appraisals Accounts Payables

Advanced Windows Span of Control Accounts Receivables

knowledge design Budgeting

AutoCAD v. 11 KPI Development & Timesheet Management

PC Expertise Management Banking experience

Cisco configuration Project Management Payroll - Sales

Help Desk experience Personnel Scheduling Change Management

Unix/Linux General Office Skills

Telecommunications Statistical Analysis Strategic Planning / SWOT

24x7 NOC MMDS experience

CDMA experience Root cause analysis

Risk analysis

SLA Management

OSPF, BGP, EIGRP

Employment History

Landis + Gyr - Lenexa, KS

Supervisor, 2008 - 2010

NOC Manager, 2008

Process Support Engineer, 2007-2008

I started at Landis + Gyr as a Process Support Engineer in charge of

managing the project of ISO certification. Our department led the rest

of the company in becoming ISO certified in three standards within one

year. I received a bonus and an award for my work on the ISO

certification. I moved to the NOC Manager position where I managed two

supervisors and approximately 15 analysts. This included timesheet

management and OT monitoring as well as goal setting, performance

appraisals, and when necessary, personnel corrective actions. I was also

a key member in the annual SWOT analysis and Strategic Planning process

as I was one of only two people who had been formally trained and had any

experience in the process. We used this to create our annual goals. I

was then put in charge of the DAA group. We used SQL scripts, PL/SQL and

Unix to monitor reports to ensure the timely and accurate delivery of

data to the utility companies. The data was housed on Oracle databases.

At the same time I was put in charge of the DAA group, I was also given

the change control board chairperson role. I retooled the change control

process to align with ITIL recommendations and instituted many controls

over the change process. I received many kudos for my work in improving

this process. Initially, this role took approximately 75% of my time. I

built an Access database and reduced that time to only 25%.

Sprint-nextel - Overland Park, KS

Business Analyst II, 2006 - 2007

NOC Supervisor, 2003 - 2006

NOC Analyst, 2001 - 2003

I worked in three different NOC's at Sprint. I started in the fixed

wireless ISP NOC, monitoring the Hybrid routers via Netcool/ISA

monitoring software on a 24x7 basis. We performed maintenance and

configuration of the remote equipment when necessary and did tier II as

well as tier III support of the network. We were merged with the PCS

NOC, where I became a supervisor during the overnight shift. We tracked

our work using Remedy ticketing system. I eventually moved to the Packet

Ops NOC where we monitored the IP network, Frame Relay, ATM as well as

the iDen networks. I was also in charge of gathering and reporting the

weekly and monthly KPI reports to our group manager. As the business

analyst, I created and managed reports for internal customers on a

scheduled and ad hoc basis using MicroStrategies, Excel and PowerPoint.

Advantage tech - Lenexa, KS

Contractor at Sprint, 2000 - 2001

Worked as a contractor in Sprint's fixed wireless internet service NOC

monitoring Hybrid routers via Netcool/ISA monitoring software.

koch-glitsch, inc. - Wichita, KS

Technical Support Technician, 1999 - 2000

I was the first and second level workstation support of PC's hooked to

large scale machinery in a manufacturing environment. I was also the

primary LAN and WAN support and secondary support for the local Compaq

servers running Citrix and NT operating systems.

Teksystems, inc. - Wichita, KS

IT Contractor, 1999

I performed Y2K compliance validation using LANDesk Management Suite for

software upgrades and asset inventory. I utilized Seagate Crystal

Reports 7.0 to report my progress and status.

Koch industries, inc. - Wichita, KS

Network Administrator, 1998 - 1999

Accounts Payable, 1997 - 1998

As the A/P clerk, I was in charge of paying bills. I also assisted in

month end financial report consolidation and I assisted in performing

collections calls to past due accounts. As a network administrator, I

was part of a team that managed and monitored 24x7 an international

network. We received routers and switches into the office where we

troubleshot, configured, reconfigured, tested and sent back out to remote

locations. We could also telnet in to routers and switches if

connectivity were still available. We also managed the local LAN at the

corporate office. We used OSPF as the routing protocol and configured

SNMP for trap collection and monitoring. TCP/IP was the communication

protocol and we ran it over both Ethernet and Frame Relay networks. We

worked closely with telco companies during events and worked with our

local system support team with connectivity to servers locally.

GREAT EMPIRE BROADCASTING - Wichita, KS

Assistant Business Manager at KFDI radio station, 1995 - 1996

Business Manager at KICT-95 radio station, 1995

Traffic Director at KICT-95 radio station, 1993 - 1995

Part-time receptionist at KICT-95 radio station, 1993

Saturday Receptionist at KFDI radio station, 1992 - 1993

As the Traffic Director, I was in charge of scheduling commercials and

tracking missed commercials for either rescheduling or credit to the

client account. I was promoted to Business Manager where I managed the

Traffic Director and also performed accounts payables, worked on accounts

receivables with the sales team, managed the payroll, including sales

commissions. I assisted the office manager with contract writing, mail

distribution and other front end office duties including meet and greet

listeners, advertisers and celebrities.

Education

Ashford university - Clinton, IA

Master of Arts - Organizational Management, 2010

University of Phoenix - Phoenix, AZ

Bachelor of Science - Marketing, 2007

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