Mary Wallace

*** *. **** ***., *** A, Tampa Fl **605

Email: ac5o85@r.postjobfree.com

Phone: 813-***-****

Career Objective - To apply and add to the vast hands-on knowledge of my computer “healing” ability.

Experience – Currently on SSDI/Consulting, since 2011

3/1998 to 6/2004

Verizon/ARC – Data Center, Temple Terrace, Florida

Supervisor: Kathy Van Horn

Skills Include:

1st resolution on calls in call center for all PC-Windows based calls and Mainframe issues, including networking.

Promoted to supervisor of 95 1st resolution call-takers. Responsibilities included meeting stakeholders' expectations; calls to be resolved under or at target time-limit; agents rated on professionalism, courtesy and empathy.

Promoted to developing, implementing, training in-house software for RPG package for inhouse engineers.

4/1995 to 3/1998

IBM/CGS – Martin Luther King, Blvd. Tampa, Fl

Supervisor: Scott McKinley

Skills Include:

1st resolution on first Ami-Pro calls and then all types of Word Processing calls. Eventually supporting Lotus Suite and Microsoft Office. Was promoted to OS/2 queue, where I not only took OS/2 WARP platform and networking calls, but also took 2nd level calls and eventually 3rd level and developer-only calls on WordPro.

Promoted to Team Lead, supervising 12 people. We met our metrics and goals each month, as required by the stakeholders, which were IBM internal engineers.

Worked on several projects; break-fix documentation for new equipment as it became available. Also, worked on the Ernst & Young Portofolio for a time. It was a Windows-based environment. Eventually left, when the OS/2 project went to Charlotte, NC.

Macomb Community College

Macomb, Michigan

None – 4.0 in Comp Sci

Computer Skills

See: LinkedIn Profile

Achievements

Employee of the Month, IBM March 1997; Phi Theta Kappa, 1992 -1994; Who's Who in American Universities and Colleges in 1993 and 1994; 2nd Place, Rhetorical Essay, 1993, Macomb Community College.

Note - Referrals supplied upon request.