Manager Technical Support

Calvin LeBlanc

**** ***** ***** **, ****** TX ***28

512-***-**** Cell

********@*****.*** * www.leblancservices.com

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EXCEL BASED REPORTING, DATA FILTERING & AUTOMATION THROUGH VBA SCRIPTING *

PROCESS IMPROVEMENT * CONTACT CENTER MANAGEMENT

Results-Oriented Professional with experience in; Excel Based Report

Development (10 years), Digital Marketing/Lead Generation (3 years), and

High Volume Contact Center Support (6 years).

Relevant Certifications and Training

. Microsoft Office Specialist - Excel 2003 & 2007 . ASQ Certified Quality

Process Analyst (CQPA) .Other Certifications: Microsoft MCSE / MCP, CompTIA

A+, Network+, Server+ . 3-plus years Staff Management experience

HIGHLIGHTS OF RELEVANT EXPERIENCE

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Employment History:

Systems Director - Lead Generation Employed but open to opportunity

(Austin TX) Dec-2009 to Current

o Provide business value through Excel based reporting and automated

solutions for time sensitive data processing tasks.

o Develop Excel based data converters designed to standardize

differing source data into one common reporting structure in order

to analyze and produce uniform productivity results.

o Responsible for data system required for new account launch,

deliverability, scalability in regard to generating sales lead

opportunities.

MS Excel Developer / Trainer Entrepreneur Oct-2007 to Dec-2009

o By means of leveraging Microsoft Excel's built-in functions (such

as IF, AND, OR, MATCH, MID, etc.) to create logic, I've provided

clients cost-effective Microsoft Excel based data processing

solutions designed to automate redundant labor intensive business

related tasks.

o For the Federal Corrections Institute in Bastrop, I developed an

Excel based estimated delivery date report spanning 5 production

plants and over 200 custom package variations.

o Developed two Excel training courses: Basic/Advanced Excel features

review and spreadsheet design/auditing for finance.

. Starting as a technical support agent and developing up to a Team

Manager, then Project Management Advisor at Dell Inc.:

Project Management Advisor Dell Inc. (Austin TX) Mar-2007 to Oct-2007

o Developed and managed a performance metric reporting process

utilizing a customized MS Excel design model implemented for three

US based contact center sites, with over 300 Technical Support

Specialists. Result: 75% reduction in time required for team

managers to access relevant team performance data.

o Responsible for improving and quantifying departmental efficiencies

through the use of Six Sigma DMAICR processes and tools.

Contact Center Team Manager Dell Inc. (Austin TX) July-2004 to Mar-2007

o Cultivated and maintained relationships with upper management,

operations, HR, Technical Sales, and Escalations.

o Led call center technical support teams of up to 30 associates.

o Our Team managed to score consistently on the top 25% of the

performance range by providing a high level of customer

satisfaction.

o Developed and maintained Excel based schedule adherence reporting

for our department.

Technical Account Manager Dell Inc. (Austin TX) June-2003 to July-2004

o Successfully coordinated communicated with customers, Dell team

members and various business units in order to close out unresolved

technical issues.

o Average of 10-20 customer issues requiring resolution per week.

o Developed departmental Excel based team metric performance and

calibration templates.

Level 2 Support Technician Dell Inc. (Austin TX) July-2002 to June-

2003

o Provided technical support to 1st level technicians assisting

customers with portable, desktop, and workstation related issues.

o Provided training to technicians on issues and departmental metrics

to assure a high-quality customer experience, in addition to

departmental efficiencies that were achieved.

o Performed monthly quality call audits.

o Held weekend certification training to assure positive customer

satisfaction and quick resolution to technical issues.

Level 1 Support Technician Dell Inc. (Austin TX) Mar-2001 to July-2002

o Provided advanced technical support for Portable, Desktop,

Workstation, in addition to Low-end Server systems.

o Responsible for resolving Windows 98, through Windows XP operating

system and basic networking issues, in addition to providing

support for third party software issues.

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Education:

. Associate of Science Degree in Information Systems Engineering

o San Joaquin Valley College, Bakersfield CA

o GPA 3.82, 60 units / Founder's Award Recipient / Perfect

attendance

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Awards/Achievements

. Dell BPI Yellow Belt

. Common Wealth of Pennsylvania (CWOPA) Dell project member recognition

award

. Edmonton Dell call center support site launch preparation recognition

award

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Computer Experience

. Microsoft Office 2000, 2003, 2007, and 2010 (Excel, Word, Outlook, Power

Point, Visio)

. Microsoft - Windows 7, Vista, XP, 2000, and 98 Operating Systems

. SQL Query and VBA scripting knowledge

. Desktop and Portable component hardware configuration and troubleshooting

. General Network configuration and troubleshooting

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Community Service Experience

. American Society for Quality - Community Good Works Volunteer

o Texas State History Museum - Process mapping and improvement

project

o Community Good Works services revamp project

o Developed an Excel basic / advanced 8 hour training course

Contact this candidate