Customer Service Quality Control
Resume:
NAME:
CITY: AUSTIN
STATE: TX
ZIPCODE: *****
EDUCATION:
EMAILADDRESS: ********@******.**.***
PHONEAREACODE:
PHONENUMBER:
LASTUPDATED: 6/24/2001
RESUME: Michael G. Bailey
***** ****** ***# 1421
Austin,TX 78758
Email to: Objective
I am seeking a long-term position that will provide technical challenges and offer professional growth opportunities.
Professional Experience
Dell Computer Corporation
- June 1999 to PresentDimension Support Technician
Am responsible for providing phone support for Major Accounts including, State & Local Governments, Military, K-12 School systems, and College Systems. Also support systems with NT4.0, Win98, Win95, and Win3.11 operating systems. I also support system configurations for wide variety of internal devices including, CD-Rom, CDRW, Zip, Jazz, SCSI devices, DVD-Rom & Decoder Cards. Have assisted in mentoring to new hire trainees within 3 months of start date. I also have been designated Subject Matter Expert on Call logging software in Beta-Testing Phase for release to replace outdated system previously in use.
FT Mortgage Companies
- February 1998 to June 1999Assumptions Officer
Was responsible for processing and PR work in the Assumptions area of a nationwide mortgage conglomerate. My duties included: Receiving and originating all applications and interacting with underwriting agents, real estate agents title companies and attorneys. This position requires contract negotiation and relationship management with buyers and sellers.
-Was responsible for the Assessment, Renovation and Implementation phases of Corporate Y2K Policies. Completed the total project within a 4-month time span after being brought into the project in March of 1999. All documentation and testing was completed on June 11th of 1999. The finish date of the project, according to the plan on file for my department was June 25, 1999.
-Also designed and implemented the program scripting for new ACD and IVR call center software that encompassed our department as well as the customer service and collections units. This system provided functionality for over 120 service representatives with one software application located on one NT server. This reduced the need for multiple pieces of equipment.
Freddies Printing & Office Supply
- September 1995 to January 1998
Pressman
Duties included all aspects of pre-press and production print work. Also assisted with customer service and custom foil stamping operations.
Parthenon Printing & Office Supply
- September 1993 to March 1995Pressman
This position was responsible for all phases of production including paste-up, printing, bindery, production scheduling, and quality control. Also trained and supervised beginning press operator.
Davies Overnight Thermography
- July 1992 to September 1993Paste-up Artist
Led production of camera-ready art for a high volume wholesale printing operation.
AlphaGraphics Printshops
- September 1991 to July 1992
Store Manager
Responsible for operation of on-demand print shop and supervision of five employees. Organized daily sales reports and production scheduling. Ordered supplies and materials at the end of each workday to prepare for following days work schedule.
Logic Process Corporation
- January 1991 to September 1991Field Service Specialist
Responsible for customer site installation and depot and field maintenance of Motorola 680X0 based multi-user computer systems. Installation included RS-232C cable routing, termination and continuity checks. Performed routine preventive maintenance including diagnostic checks of all sub-systems, power supply adjustment and internal cleaning. Performed system upgrades to include increase of SCSI storage capacity, memory sub-systems enhancements, communications port expansion, and chassis re-configuration. Arranged travel and hotel accommodations for nationwide service tours. Handled customer contacts to arrange installation and maintenance visits. Coordinated supply and equipment logistics to ensure material arrival on or before required installations dates. Assisted in the assembly of all components necessary for the production of these systems including PCB stuffing, cable assembly and test, rework soldering, chassis construction, full system assembly and test.
Education
Dallas County Community College
Associate of Applied Science
in Graphics Communications
May 1995
ACD
art
C
cable
call center
CD-Rom
com
contract negotiation
customer service
documentation
DVD
phone support
http
IVR
logistics
materials
memory
mentoring
Win3.11
Win95
Win98
NT server
NT4.0
Motorola
operating systems
camera
Policies
power supply
pre-press
press
PR
print shop
quality control
real estate
Receiving
recruiter
relationship management
routing
sales
scheduling
SCSI devices
SCSI
scripting
soldering
supervision
upgrades
Y2K
Zip
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