Manager Customer Service

Title:Senior Software Engineer

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

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NAME: bill durso

ADDRESS: 111

CITY: anytown

STATE/PROVINCE: FL

ZIP/POSTAL CODE: 12345

COUNTRY: USA

EMAIL: ******@******.***

PHONE: 727-***-****

CANDIDATE ID: 114979

CITIZENSHIP: US

Citizen

EDUCATION: Bachelor Degree

EXPERIENCE: 5

WILL RELOCATE: No

RELOCATION INFO:

JOB WANTED: Any

RATE NEEDED: Open

HOMEPAGE:

ESUME

Objective

Motivated, results-driven operations manager with extensive experience across multiple

industries including credit card/check processing, publishing, and transportation. Proven

performer, skilled in all areas of management, technology oriented, and poses outstanding

people skills. Demonstrated success in customer/vendor relationship management, with

ability to quickly build genuine rapport and secure competitive contract wins. Hands-on

experience in desktop support, network support, call center experience, with a reputation

for dedication, creative problem solving, and outstanding service.

CAREER SUMMARY/JOB RESPONSIBILITIES

Operations Management (15 years)

Desktop Support (5 years)

Project Management ( 5 years)

LAN/WAN Manager (5 years)

Instructor (3 years)

Business owner (7 years)

SKILL SET

Application Skills

MS Office 2000/XP, Visio2000, Project 2000, Outlook 2000, SQL 7.0 Admin, IIS4, PPTP, Red

Creek VPN, VNC, Exchange 5.0, Net Mail, McAfee, Ghost, Disk Cloning, Goldmine, Solomon,

Arc Serve Backup, Cold Fusion Server, Wingate Proxy, Source Safe, Right Fax, Lotus Notes,

SNA, Hummingbird 3270, and many other various applications.

Operating Systems

Windows NT Server 4.0, Windows NT 4.0 Workstation, Windows 2000 Server, Windows 2000

Professional, Windows 95/98 and ME

Hardware Skills

Expert in desktop PC's, Compaq servers, Dell servers, Laptops, etc. Knowledge of Lucent

switches and Cisco routers

Management Skills

15 years of management experience. Training, hiring, developing, team building, excellent

verbal and written communication skills. purchasing, asset management

E-Commerce Skill

Excellent skills in designing Web Portals and Intranets. Worked very closely with our

developers in designing both internal and client related websites

RECENT WORK HISTORY

Network Operations Manager, The Impact Group, Dunedin, FL (9/2000 to July 2001)

Responsible for defining project tasks and new project roll outs.

Wholly responsible for day-to-day network operations, including staff supervision,

purchasing, inventory, budgeting

Ensured LAN/WAN connectivity

Maintained user access, add, remove

Supported 1600 websites prior to moving them to an offsite ISP location

Planned the rollout of new servers and desktops

Managed the Desktop Support and LAN/WAN Team

Worked closely with our development team on various projects

Managed Exchange mail accounts

Worked closely with our third party vendors

Maintained our VPN solution

Asset control

Network Administrator EDS, (Based at Equifax) St Pete, FL 7/1999 to 9/2000Team Lead

for a group of network administrators that maintained over 300 servers and 1500

users

Assisted desktop support on a daily basis in various issues such as. Network

connectivity, software rollouts, hardware related problems, security permissions

Overseen the backups for the entire Equifax network

Excellent project management skills

Troubleshoot desktop to mainframe connectivity

Hardware/Software audit responsibilities

Lead Desktop Support Technician

Equifax Payment Services St Pete, FL 2/1997 to 7/1999

Responsible for the monitoring and resolving of computer problems for 1500 employees in

the St Pete Location.

Maintain internal client contact by telephone and insured problems were resolved in a

timely fashion

Train and educate users in various programs and applications

Respond to inquiries in a responsive organized manner

Work as a team player and team leader

Maintain and record documentation pertaining to user problems

Prepare and process reports for management

Operations Manager

NAS, Lakeland, FL 3/1996 to 2/1997

Managed all operations for the main office and all satellite offices throughout the

country

Overseen all technology developments

Designed applications to automate several of our processes

Increased efficiency through automation

Maintained all contract agreements with our vendors

Operations Manager

Federal Express Tampa, FL/Maywood, NJ11/1985 to 3/1996

Responsible for all aircraft and trucking operations out of Tampa International Airport

Managed Courier operations out of the Tampa station

Managed Courier operations out of the Maywood, NJ station

Managed Customer Service call center agents. Both in NJ and Tampa

Experienced in Budgeting, training, employee development, scheduling, productivity

enhancements, etc

Maintained a 99.6ervice level

Met or exceeded budget goals month after month

Education

East New York High School

A+ Certified

Windows 2000

MCSE Track in progress

Over 1000 hours of management and operations training received at Federal Express.

ACCOMPLISHMENTS

Received Manager of The Year Award from Federal Express.

References

Available upon request

Contact this candidate