Manager Customer Service

Robin Stroud

**** ****** ****** ****, **. *****

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

512-***-**** home/214-***-**** Cell

Objective To work in a challenging stable position, allowing me to grow,

a position that requires me to function as a highly motivated,

competent employee in all responsibilities related to the

position.

Professional Preparation

. Associates Degree in Computer Science

Everest University 2007-2010

. South Garland High School 1980-1984

Education:

Associate in Science in Computer Information Science in Networking, Everest

University, Tampa, FL, April 2010. Related coursework: Computer Networking

Fundamentals, Computer Hardware Concept, Computer Operating System, Network

Operating Systems-Client, Network Operating System System-Server, Network

Infrastructure, Network Directory Service, Network Routing I & II, Network

Management, Web Content Development, Web Site Design Method, E-Commerce

Systems Administration, Web Authoring, and Introduction to the Systems

Development Life Cycle.

Employment History

Mosaic Sales Solutions

March 2009 to Present

Field Merchandiser

Part time Merchandiser for Disney, Ingram, Fox and Sony movies

in a territory. Responsible for placing new stock on sales floor,

reporting out of stocks and process returns. Responsible for displaying new

releases on release dates and building displays. All assignments are

uploaded hand held Symbol.

Ultimate Staffing

June 2008 to Jan 2009

Loan Processor

Worked on a temporary project for the State of Texas General

Land Office in the loan department setting up Veterans loan

packages.

Internal Revenue Service/Austin, TX.

April 2008 to May 2008

Clerk

Temporary position with the Internal Revenue Service as a

deposit clerk. Process and distribute tax documents from tax

payers in a timely manner.

Volt Services Group/Austin, TX.

October 2007 to December 2007

Planner/Admin

Working on temporary projects for Volt Services. Working at

Spansion, Inc. as an Admin/Planner for the fab production.

Responsible for reporting forecast for wafers, billings,

backlogs and inventory in the wafer production operations.

Utilizing Excel reporting through ShareNET and crystal reports.

Bradshaw Group/Richardson, TX

March 2007 to June 2007

Account Executive

Selling IBM and OCE large volume printer parts and supplies.

Responsible for assigned territory of accounts. Customer

service, placing orders and RMA's.

M&A Technology/Carrollton, TX

March 2004 to Jan 2007

Online Catalog Technical Specialist

Technical Specialist for all the company's e-business.

Administrator for online web pages. Responsible for setting up

client's permission rights and price profiles. Responsible for

orders, purchasing through distribution centers, Ingram Micro,

Tech Data, Synnex, ASI, Fujitsu, D&H, Troxell and various other

distribution centers across Texas and the United States. M&A's

main business is educational and government facilities across

the US, as well as corporations and value added resellers.

Invoicing, tracking, customer service, bids and quotes for

customers, reports for orders, posting of all invoices and

purchase orders through Microsoft Dynamics Great Plains.

Responsible for setting up and registering with government and

educational agencies. Customer inquiries via email, phone and

online system. Return Material Authorizations (RMA's) for all

orders. Track and insure products get returned in a timely

manner to all distribution centers.

Various other duties as assigned.

Pierson and Patterson, Inc. LLP/Dallas, TX

May 2003 to January 2004

Fulfillment Specialist

Final Documents Coordinator responsible for final documents for

all loans drawn within the

firm. Research with Title Companies and County Clerk's office's

insuring proper handling in a

timely manner that all documents are recorded and shipped to the

correct investor. Work any

back log of delinquent documents. Responsible for incoming and

outgoing mail for the final doc

department. Reports daily to management on delinquent documents.

Shipping Loan packages to

various investors. Clearing exceptions on loan packages to

various investors. Back up to

collateral department.

CompuCom Systems, Inc/Dallas, TX

April 1995 to April 2003

Product Account Management Analyst

Direct Product Management Analyst for Hewlett Packard Inc.

Responsible for all of HP Prime

Solutions. Responsible for orders/quotes including desktops,

laptops, servers, printers, PDA's as

well as 3rd party parts and accessories for all of Hewlett

Packard customers with defined

service level agreements. Insure product availability and

compatibility. Responsible for all

projects and rollouts, reporting daily activities to management.

Tracking of orders and RMA's

via Vantive software.

Strategic Account Manager

Account Manager for AON Corporation, CompuCom's largest national

account. Manage and

monitor all calls insuring service level agreements are met as

contracted, insured warranties

were verified and service calls were opened and covered by the

contract. Supported variety of

products; Dell, Compaq, Lexmark, Hewlett Packard, IBM and

Toshiba equipment. Supported

field engineers and management teams, as well as AON helpdesk.

Responsible for assets rented

to end users when SLA's could not be met. Responsible for all

management aspects of the

account and escalations. Responsible for closing clients calls

in Lotus Notes database daily.

Responsible for weekly reports to management and client.

Assigned manager of special projects.

Responsible for web page updates for the department. Account

manager for KeyCorp single

point of contact for the client.

Sr. Field Support Services Representative

Field Support Service Representative for TriCon Global

Restaurants and Ameriserve

Corporation for desktop support. Managed and supported the

desktop support team of 15

engineers for 1300 end users with 50-60 service calls per day

for hardware and software

support, monitor service calls to insure service level

agreements were met. Order of all service

warranty and non-warranty parts. Set up and ship warranty parts

and equipment back to

vendors. Daily call report for management as well as the client.

Weekly aging reports for weekly

meetings between teams. Assist with daily functions among

engineers and TriCon Management

Teams. Supported Compaq, IBM, Hewlett Packard and Dell,

supported all software client used,

ie, Lotus Notes, ccmail, Windows NT, Windows XP. I was level II

Support and worked closely

with Level I helpdesk with feedback when they could have

supported first call resolutions. This

position allowed me to work from home.

Infrastructure Support Representative

From August to November I temporarily relocated to Wichita

Kansas for implementation phase

rollout of a contract between CompuCom and Entex as

Infrastructure Representative for

contracted TriCon Global Restaurants. Managed and assigned calls

to a team of 7 Entex

engineers for 800 end-users and 20-30 calls per day for hardware

and software support.

Monitored calls to insure service level agreements were met.

Attended daily conference calls

between local management team and Dallas headquarters on

processes and rollout progress.

When implementation was complete and stable I returned back to

Dallas where I continued

support remotely. Supported a variety of hardware and software.

National Account Manager

Account Manager for Hewlett Packard, Union Bank of California

and Cisco Systems. Desktop

support for hardware nationwide. Managed and monitored accounts

to insure service level

agreements were met and maintained through branch offices.

Assisted Service Managers

nationwide of processes and changes within the contract.

Responsible for all reporting of SLA's

and escalations. Responsible for delivery and shipping of rental

equipment for client.

Distribution of purchase orders to branches for repairs on

customer equipment. Headed up

EIMS project for system engineers compliance reporting. Follow

up reports to managers and

weekly Fed Ex packages to branch offices until implementation

was complete.

McCormick Corporation/Dallas, TX

November 1994 to November 1995

Merchandiser

Merchandiser for Albertsons stores in a territory. Responsible

for all McCormick products,

Merchandising, ordering and inventory. Worked close with

Managers to ensure spices and pack

mixes were stocked at acceptable levels. Merchandiser for

displays as well as regular stock.

Fill in for other territories as needed. Built great report

with all managers in territory.

American Residential Mortgage Corporation/Dallas, TX

November 1992 to November 1994

Branch Operations Supervisor Assistant

Assisted branch manager in daily functions, all corporate and

interoffice correspondences and

mail. Human resource contact for branch employees. Accounting,

posting all daily deposits from

loan applications. Accounts payable and purchasing of all

equipment, supplies for the branch.

Assisted in wholesale department with credit reports, VOE's,

loan locks, logging and posting

files into underwriting and daily rate sheets to customers and

loan officers. Government

insuring of loan packages for FHA, HUD and VA Loans. Relieved

switchboard operator

throughout the day.

Appraisal Assistant

Assisted chief appraiser and 3 staff appraisers. Responsible for

setting up all appraisal reports

and correspondences for Dallas and Ft. Worth and surrounding

counties. Record and scheduled

all appraisals and inspections. Monthly reports for corporate

office.

Executive Desk, Inc./Dallas, TX

October 1985 to November 1992

Sr. Administrative Assistant

Administrative Assistant for President and CEO. Responsible for

all contract customers bid and

analysis with bid deadlines. Customer service, typing all

correspondences and screening calls for

executive officers. Accounts payables and receivables and

collections. Incoming and outgoing

mail, accuracy and recording of all employees' weekly and semi

weekly time sheets. Made travel

arrangements for all officers of the company, as well as

processed expense reports.

References Available on request.

Contact this candidate