Kelly M. Garrett

Hampton, GA 518-***-****

ac0bpi@r.postjobfree.com

IT Technical Support Customer Service Project Leadership Comprehensive experience as a project leader and analyst providing financial, operational, and logistical operations oversight, cost saving strategies, insurance billing and collections, resource management, growth and retention, and regulatory compliance with health and safety regulatory policies and procedures. Seasoned expertise as an office manager creating an office environment centered on efficiency and quality. Technical proficiency in in Microsoft Office Suite, Outlook, FileMaker Pro, Adobe Photoshop, Lotus1-2-3, FrontPage, Peachtree Accounting, SQL, RPB, COBOL, VMS, UNIX, and Windows and Mac operating systems.

Communication

Team Leadership

Customer Service

Billing & Collections

Problem Resolution Strategy

Quality Assurance

Medical Records

Marketing & Web Design

Administrative Support

PROFESSIONAL EXPERIENCE

GRACENOTE, New York, NY 1999-2016

Network Operations Analyst, 2007-2016

Designed and implemented an effective solution for customer service and technical support.

Reduced the need for hundreds of hours of overtime by staff and congruently saved the company in operating expenses.

Awarded and recognized for optimal customer service and implementing effective professional development training programs for peers and staff.

Oversaw daily, weekly, and monthly production reviews utilizing UNIX and VMS.

Ensured timely delivery of data to customers resolving system and product failures efficiently.

Facilitated effective communication strategies across internal departments to resolve problem inquiries after business hours.

Generated reports and identified errors in data entry utilizing UNIX, VMS, and shell scripts. Electronic Customer Service Representative, 1999-2007

Facilitated customer support to over 200 customers and key stakeholders including TiVo, DirecTV, Comcast, and Time Warner.

Maintained file formatting specification for individual customers based on their needs.

Researched various internal databases for quality control and compared flat and relational data files for customers utilizing UNIX, VMS, and shell scripts.

Used Sybase data to resolve technical inquiries and research issues.

Collaborated with sales representatives to provide product support for customers.

Generated spreadsheets and reports for clients and internal department leaders aiding research and development.

Coordinated cross-functional department meetings to resolve internal issues and client requests.

Initiated training documents and programs to enhance professional development for employees.

Trained and supervised staff members.

Implemented effective communication across internal departments to provide timely response to clients. Additional experience as Web Designer for Mannix Marketing, as Vision Associate for Vision Center, and as Computer Lab Assistant for Adirondack Community College.

EDUCATION & CREDENTIALS

Associate of Science Degree in Information Technology, Adirondack Community College, Queensbury, NY Emergency Medical Technician (EMT)

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