Pearl A. Coleman

**** ***** ****** *** - ****** City, MO 64130 - 816-***-****

Email: ac1urp@r.postjobfree.com

Objective: To obtain a Technical Data Entry oriented position where my skills, experience and education may be used to benefit your organization. Software/Hardware Proficiencies:

Windows 7 & 10, operating systems, MS Office Suite administration/implementation Software, MS SQL administration/implementation software, Various H&R Block technical tools, Bomgar Remote Access software and token, Co-browse software, MCVR (Missouri Centralized Voter Registration) software and other company specific software. Trinity Rescue Kit, Knopix system recovery tools. installing and troubleshooting printers, other peripherals.

Employment History:

H&R Block

DIY Client Support - March 3 - April 24, 2017

Tier 2 Technical Support Specialist

Provided top notch technical customer service to H&R Block internal/external clients who use H&R Block software and online tax preparation products. Used Dovetail software ticketing system to record customer requests, issues and concerns as well as resolutions and/or escalations to Tier III and engineers.

Aided client with uploading/reloading/troubleshooting of tax software using H&R Block's Knowledge Base (Knova) database and technical tools (co-browse) helping to maintain a problem resolution measurement of 93%

TSC Dept. December 12, 2016 - February 28, 2017

Tier 1 Technical Support Specialist

Provided excellent technical support for tax offices (Block Ready) in preparation for tax season including server, backup, and end-user interface. Used Clarify software ticketing system to document customer's software and hardware functionality including issue resolution or escalations to Tier II personnel. Remoted into servers and pc's using Bomgar office portal device and connection software. Troubleshot tax software issues and well as file system functionality and system updates. Performed remote maintenance on Point-of-Sale computer and printer

Tier 1 Technical Support Advisor

Received paid training to service Asian Pacific Apple computer and Iphone users. Kansas City Election Board, KCMO

Records/Voter Services - Sep 2004-July 2016

Provided outstanding customer service and problem resolution through drafting and preparing correspondence. Also, answered voters' inquiries (oral and written) regarding ballot language, location of polls and points of contact

P.Coleman resume Pg 2

Repaired computers using Trinity Rescue Kit to remove adware/malware and system recovery saving taxpayers $20,000 annually.

Modified instructions from the SOS (Secretary of State’s) office for loading new scanner configs to be used with MCVR scanner software

Detail-oriented, helped to troubleshoot issues with SOS scanner software compatibility Created various data files using MS Excel, Google Docs to upload supplemental voter data for upcoming election reporting and printing of election notification cards Trained new personnel and cross trained with peers regarding various facets of Election Board work procedures helping to make a stronger organization K & T Switching, KCMO

Data Entry/Billing - Jun 2001-Sep 2004

Accurately processed metering and billing of small auto parts for Ford Motor company. Also provided customer service to over-the-road trucking/courier personnel from various trucking companies

Various Temporary Positions

Nov 2000 - Sep 2004

Grafton and Kelly temp agencies

Administrative/Desktop Publishing

Data mining and Software usage instructor

Consultant(part-time home contractor) Nov 2000-Sep 2004 Recovered passwords and other sensitive information, taught software usage and trouble shot major/minor hardware/software issues for various clients including Housing Information Office, KCMO

Birch Telecom, KCMO

Quality Assurance Auditor/Analyst - May 1999 - Nov 2000 Conducted monthly data-match audits and time-in-motion studies at Kansas City, MO and Emporia, KS offices (Birch Telecom). Prepared reports, graphs and charts using MS Excel, reported findings to Operations Department office manager Additional employment information available upon request

Education

Southeast Senior High School - Diploma

KC Vocational Technical Center - Secretarial Sciences Certification Apprenticeship Certification - Data Processing/Systems Analysis - US Navy KCKCC – Classes taken: Microsoft office suite usage, SQL Admin and Implementation, Windows 2000 Operating system implementation

Various software usage courses

P.Coleman resume Pg 3

Military Service

United States Navy

Jan 1983 - Feb 1994

Data Processing Technician/Education Services Office Supervisor Last tour of duty: Data Processing Technician, SDS Washington, DC Analyzed, tested and wrote basic script and comma delineated files for Navy-wide pay and personnel software using MS Dos (Basic), (US Navy) Supervised and served as lead analyst for drafting and implementation of test plans and user manuals, taught basic software usage to fleet sailors, served as trouble desk officer, attained Apprenticeship designation in Data Processing and Systems Analysis during tour of duty (US Navy)

Saved the US Navy $500,000.00 annually by rewriting procedures for reporting personnel's dependent and survivor benefits data. New procedure adopted Armed-forces wide. Received monetary award for my efforts.

References

Anthony Abraham

Associate Manager DIY, H&R Block

ac1urp@r.postjobfree.com

800-***-****

Tamara Anaya

Lead Support Specialist - Tech support, H&R Block

ac1urp@r.postjobfree.com

Pamela Hider-Johnson, Asst. Director, Ret.

Housing Information Office

816-***-****

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