Customer Service Data Entry
Resume:
TROY POSEY
**** ***** ***** **. *** Jose, CA ****1
tgp ****@*****.***
CAREER OBJECTIVE:
To contribute acquired Software Applications Support, Technical, Operations, Management, Data Entry, arid Customer Service Support skills to a challenging position.
SKILLS:
Ten years of substantial experience in Managing Customer Accounts', Network and' ApplicationsSupport, Customer Service Management, Operations, Manufacturing/:
-Production, and Quality Assurance Technology. Excellent process management and, leadership skills ala department level.
'Experience in MS Windows NT, MS Office, Oracle, SalesForce Applications, Windows, XP Professional, Mac & PC Applications. "
Subject matter expert in understanding of sox Compliance and guide lines for
businessand ability to translate this knowledge into positive results for EMC's support structure at a customer, distributor, 'and partner level. '
WORK mSTORY:
EMC _;,IIG Support Renewals Rep 1l/07~02/2014
Responsible for $7.9 million in IIG renewal revenue.
Manage the ownership of Channe IIDis tributor Relationship along with all large OEM Partner for main point of contact, account 'owner.
Constantly exceeds annual quota (prior year was'] 04%)
Identify andreinstate opportunities for past due contracts while maintaining Clean and accurateforecasting in Salesliorce.com.
Provide information on service updates and new vel'Sion roll-out to partner and
Distributor customers, OEM, and direct.
" IKON Office Solutions ~ IMS Site Manager '12106-10/07 ' ' Manage day-to-day operationsandstaffof legal firm at contracted site.
Responsible.for daily document control and legal customer confidentiality within a
timely manner.
Calculate and prepare all, vendor invoices to maintain accurate AlP processing, in additionto IKON monthly billing and revenue tracking; "
Handles formal contact with the customeron a daily basisto ensure necessary workflow and satisfaction.
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IntelCorporation - Engineering Technician
03/06-12/06
Experience in removing exposed silicon dioxide in thepattern created by photoresist
. exposure and development: Using em inorganic acid, as well as reactive gas plasma used in dry etchingfor silicon wafers.
Troubleshoot and retargetfor thickness and uniformity out of limit. Response to OOC for inline station levelwhen tool is outofcontrolafter analytical, perform preventive maintenance and repair of equipment. Responsible for supporting of waferfabrication in wafer sorting, docking stations, test wafer regen and planarization equipment, FOUP and/or FOSBwa,~h, Etch parts clean and quartz clean areas. Ability to
communicate and work effectively with interdepartmental groups, engineers, and other
crossfunctional teams using oracle data base to improve equipment :S' reliability and minimize equipment down time.
Operations Manager-Business Accounts Sales Executive, HQ Global 05/00-08/05
Responsibilityfor Customer Service and Satisfaction, Staffing, product sales, and, profitability success of the center. Responsiblefor the management of Oracle 9i Data Entry Process, Nortel PBX Telecom Switch. and Network Servers. Configure, Program, and install all customer computer hardware. To maintain connectivity satisfaction.
Managed all accounting, billing, and invoicing customer/vendor issues. Prioritize issues as necessary to insure that customer satisfaction andtrust is gained
Regulatory/Quality Assurance Test Engineer, Olympus America .03/98-05/00
Workwith engineering teams to understand their test strategies and environments and identify gaps in overall testingfor the products.
Meet with production managers to better WIP reports and productivity. Research and propose corrective actions and improvements toproducts in cleaning room environment.
Execute test cases per testplan, collecting trace, raslog data on faults and defects. reporting with a cleaning room team. Regularly assess progress and prepare test status report/or management.
Customer/Production Technical Consultant, Chemetal,Inc. 12/96.:.02/98
WorkedWith customers to increase yields and prolong tooling longevity. Responsible/or production schedules invoicing, shippers and shipping labels. Currentprojects.'include collection and analysis of surface roughness and particle
. count data using SPC methods and developments of tracking system for 30+ Applied
Materials Endura 5000 customers to allow
Maintained all customer invoice & process payment projects
EDUCATION:
SanJose State ---San Jose, CA~
CIE Program-Network Infrastructure
05/2001
.Certificate in Business Management
Certificate in Electronics
Placid Harbor - Washington, DC
02193
Certificate in Supervisory Training
REFERENCES: Available upon request.
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