Customer Service Sales

Evan J Cozine

***** **** ****** *** ****

Dallas, TX 75287

Cell 972-***-****

email: ***********@*****.***

Education

****-**** *** ********* ** Dallas

Associate Applied Arts 3-D Computer Animation/Systems Integration

Software/Technical Experience 3D StudioMax, Adobe Illustrator,

Photoshop CS, Corel Draw 8

MS Windows 2000 Pro,Windows XP(Office XP)Lotus

notes, Remedy

Ticket management system, MS Outlook, MSWord and

Excel

MS Office communicator. Citrix Terminal Immulator,

VPN

Employment History

11/2008- 4/2010 Tech Support Rep- Intuit. Plano, TX. Daily

responsibilities included

answering inbound calls to Lacerte support center,

troubleshooting client issues with

complex tax processing software. Assisted users with input and

output processes in tax software to achieve the desired

results. Resolved trouble tickets and responded to client issues

via email, MS Outlook and Siebel 8.0. Assisted clients with tax

software installation and configuration in a Windows XP

environment. Published technical solutions articles to KNOVA

support database for client use.

Data Mapper-Intuit. Responsibilities included mapping tax

research content onto GUI in Lacerte tax software program for

the duration of six month content mapping project. Researched

content related to tax laws for various US states, mapped

research results from proprietary database onto corresponding

areas of Lacerte tax software interface.(seasonal/contract)

7/2004-10/2008 Inbound Customer Service/Fathead Sales Rep-Quicken Loans

Inc. Livonia, MI

Daily responsibilities included answering inbound ACD calls and

responding to client inquiries for mortgage loans. Processing

credit

approvals over the phone using proprietary processing software

LOLA.

Secondary duties included sales support functions, assisting

clients in navigating Fathead website for purchases, tracking

sales data in MS Excel, and responding to client inquiries by

email. Later performed all duties from home, through VPN client.

10/2002-7/2004 IT Helpdesk Technician- Borders Group Inc. Ann Arbor, MI

Daily responsibilities included answering inbound support calls,

responding to trouble tickets in Remedy tracking software.

Assisted employees of Borders Group stores with sales data

polling issues and hardware upgrades (ISDN router cards).

Troubleshooting TCP/IP and connectivity issues for modems,

routers and store computers.(seasonal/contract)

References *All references made available upon request

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