Customer Service Software

TYLER J. FELTZ

Overland Park, KS

Email: abmten@r.postjobfree.com Phone: 913-***-****

SUMMARY OF QUALIFICATIONS

A twenty year IT professional who accepts challenges, prioritizes and

manages multiple projects and works through problems without losing drive

in a fast paced environment. Implements projects, communicate results

and collaborates with other departments to ensure success. Develops work

flows regarding operating systems, networks and procedures. Strives for

win-win solutions while promoting a "team" environment and consistently

achieves superior customer feedback.

PROFESSIONAL SKILLS

. Results oriented, self motivated and directed with good

organizational, analytical and problem-solving skills.

. Manages stressful situations in a calm, courteous and efficient

manner, able to make quick and clear decisions.

. Takes ownership for issues and projects and follows through to

completion.

. Exceptional communication and interpersonal skills.

. Promotes Team environment while maintaining strict confidentiality of

sensitive information.

PROFESSIONAL EXPERIENCE

IT MANAGER October

2004 to March 2010

Isle of Capri Casino - Kansas City, MO

. Supervised daily operations and projects of IT staff including

troubleshooting, system backups, and disaster recovery.

. Coordinated third-party maintenance for network hardware, software,

and telecommunication services.

. Created and maintained procedure manuals for end users as well as

other systems specialists.

. Responsible for the recruitment, development, motivation, and

retention of appropriate team resources.

. Performed team performance evaluation, implemented corrective action

and/or provide improvement recommendations as well as pro-actively

promoted company culture for outstanding customer service.

. Developed/set IT standards, policies, procedures, and maintained

proper technical and training documentation.

. Ensured Sarbanes Oxley, Missouri Gaming, and company Internal Controls

were in place and procedures documented.

. Ensured that systems upgrades, network changes and software patches

were efficiently and properly installed.

. Developed and managed annual IT budget and capital expenditures

. Managed the purchasing of all computer equipment, peripherals,

operating systems, and software.

BUSINESS/TECHNICAL CONSULTANT March 2004

- October 2004

Precision Marketing - Overland Park, KS

. Accessed and made recommendations for computer purchases and upgrades.

. Analyzed systems, software and hardware needs and made recommendations

based on business need and budget.

. Performed system, software and hardware troubleshooting.

. Analyzed workflow and made recommendations to streamline work process.

SENIOR SYSTEMS/DESKTOP ANALYST October

2001 - March 2004

Transamerica Life Insurance - Kansas City, MO

. Project Lead for Windows 98 to XP migration as well as new equipment

rollout.

. Assisted with development of Disaster Recovery Plan documentation and

image files.

. Developed and implemented project plans for hardware and software

installations and upgrades.

. Tested new software releases, created and refined product

documentation.

. Provided support for proprietary and off-the-shelf software packages.

. Performed system scans for virus protection, cleaned infected

workstations and installed virus protection patches.

. Performed LAN Administrator duties i.e.; new user account, security

and access rights, file management and performed regular system back-

ups.

. Consistently maintained superior customer satisfaction feedback.

TYLER J. FELTZ

SENIOR BUSINESS / SYSTEMS ANALYST March 1999

- October 2001

Kemper Insurance - Overland Park, KS

. Developed project plans for hardware and software installations and

upgrades.

. Created and maintained equipment inventory and tracking procedures.

. Coordinated and supervised departmental moves.

. Developed and presented classroom training on standard and proprietary

software.

. Performed LAN Administrator duties i.e.; setup up new user account,

security and access rights, file management and perform regular system

back-ups.

. Provided 24/7 support for 450-networked users, 20 remote access users

and 45-networked printers.

. Administered voicemail systems including adding new users and changes.

Marketing / Communications

April 1996 - March 1999

New York Life Insurance - Kansas City, MO

. Created and maintained database of producers and office contacts.

. Produced, published and distributed marketing pieces and announcements.

. Automated mass mailings and broadcast fax procedures for announcements

and bulletins.

. Served as Publisher-Co-Editor for industry publication to producers.

. Assisted with case design and presentations to producers.

. Evaluated and recommended software and hardware needs for department.

. Assisted with customer event planning.

MARKETING / Technology Consultant

October 1991 - April 1996

DBA Precision Marketing -St. Louis, MO - Overland Park. KS

Clients: New York Life Insurance MassMutual Insurance

Barnet Business Forms

. Worked closely with agents to develop marketing plans, develop client

databases and follow-up contact program.

. Designed and produced marketing materials and individual client

presentations.

. Assisted with initial LAN installation and planning.

. Provided hardware and software support for 65 in-house users 25 remote

access users, 15 laser printers and performed LAN Administration

functions and performed daily back up operations.

. Developed Seminar Selling campaign for targeted market Estate Planning.

. Hired and supervised telemarketing staff to coordinate follow-up

sessions to mass mailings.

. Worked closely with home office and agents providing recommendations

for software and hardware purchases.

OPERATING SYSTEMS and SOFTWARE

. Windows 98, 2000, NT, XP, Windows 7

. Casino Management System 7.2

. AS400 Client Access

. Bally's Slot Data System (SDS) 8.2.3

. Windows Server 2003

. Lotus Notes, Group Wise, Microsoft Exchange

. Active Directory, Novell, Unix Administration

. Microsoft Office, Word, Excel, Access

. Adobe Acrobat, PhotoShop, PageMaker

. Ticketing Systems: HEAT, Remedy

PROFESSIONAL TRAINING - AFFILIATIONS

1. Level 1 Missouri Gaming License - Active

2. Leadership Development Program Graduate

3. Disney Institute - Outstanding Customer Service

4. Managing People First - Putting People First

5. A.D. Banker Life - Accident & Health (Expired)

6. A.D. Banker Real Estate (Expired)

7. Past President - Homeowner's Association

. Public Office - Previous member St. Louis Advisory

Commission on Drug Abuse and Prevention

1. Stephen Covey's 7 Habits

2. Hyrum Smith's Time Management

8. Corporate Challenge - Team Captain

9. Captain - Softball, Volleyball, Darts

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