Customer Service Office
Resume:
Robert L. Virata
Fairfield, CA 94533
************@*****.***
SUMMARY
Flexible professional skilled in integrating/identifying the needs of internal clients, testing/developing proprietary software, and educating end users through instruction or creating documentation. Adaptable and committed to working in many situations, environments, and as a team contributor.
ACCOMPLISHMENTS
Coordinated issues generated by end users of stock and proprietary programs through Level 1 support. This included documenting, evaluating, and troubleshooting concerns created by end users, educating end users on the features of both types of programs, and escalating issues to the correct department when needed.
Daily backup and maintenance of multiple databases (Microsoft Access and SQL Server), including data extraction needed for company-wide reports.
Assisted in the planning and implementation of creating new web content, transitioning the process from a third party vendor to in-house production, reducing the lead time of content creation from 1 week to 1 day.
Provided training for yearly part time employees, including PC, database, and proprietary program usage.
Reduced manpower needed to maintain yearly web content from 7 full-time to 2 full-time/2 seasonal employees through automation and new process creation.
Successfully met deadlines for deliverable web content to customers while reducing the average work time needed per deliverable on a consistent yearly basis without affecting quality of work through prioritizing workload and creation of proprietary tools and processes.
Assisted in creation of new content by creating a staging environment for testing, editing Flash-based materials using Adobe Flash Professional CS5 and coordinating work between web developers, testers, and subject matter experts.
Created instructional documentation mentoring the student body in the usage of the university e-mail system and internet connectivity.
TECHNICAL SKILLS
Operating Systems: Microsoft Windows 2000, Windows 7, Windows 8
Word Processing and Spreadsheets: Office 2007/2010 - Word, Excel, PowerPoint, Access, Publisher; Google Docs
Databases: Microsoft Access 2007-2010, SQL Server 2007 (Express and Management Studio)
Programming: .Net: ASP.Net, VB.Net, Visual Studio 6.0/.NET(2002)/.NET 2003/2005, Cloud based application usage
PROFESSIONAL EXPERIENCE
PT Gaming – Concord, Ca
2014-Current
Customer Service Gaming Associate
Highlights
Provided third party banking services at client casinos in accordance with California regulations and PT Gaming's high standards of customer service.
Duties
Ensured that the betting rules of the game table are followed correctly by the Dealer and Players.
Paid out winnings and collecting losses.
Provided a customer service role with our clients and casino patrons at your assigned game table.
Independent Contractor – Fairfield, Ca
2012-2014
Data Entry
Highlights
Assisted Enrolled Agent via entering sensitive accounting information into a database for record keeping purposes.
Duties
Maintained several books of accounts accurately as directed by the Enrolled Agent.
Verified accounts based on copies of bills, receipts and vouchers.
Mined out information specific to the senior's needs from accounting record.
AICPA - Lewisville, TX
2002-2012
2011-2012
CPExpress Manager
Highlights
Promoted to facilitate operations of a closing office for integration into the main office, including documentation, training, and program transfers.
Duties
Created documentation of existing department duties and proprietary software documentation for use at the main office.
Trained new employees needed to facilitate the move to the home office.
Assisted in the transfer of all proprietary software to the cloud in order to ease transfer to central location and facilitate telecommuting when necessary.
Coordinated the editing and testing of proprietary software needed to make the transition to the central location.
Assisted in the creation and communication of policies and rules needed to facilitate third party vendors, such as website hosts, into the main office.
2007-2011
Operations Supervisor and Systems Developer
Highlights
Involved in the creation of proprietary tools used to move daily operations from a third party resource to in-house operation and all aspects of testing and maintenance of those tools. Maintenance of multiple databases used to track workflow and customer trends for various reporting purposes. Delineated work flow based on data from databases to maximize workflow.
Duties
Coordinated and supervised production of content for online learning website.
Educated new web editors on production process and counseled existing web editors via on-the-job training.
Created documents detailing the requirements needed to move daily operations from a third party resource to in house development using proprietary tools created in Visual Basic and Visual Studio.
Maintained Microsoft Access databases used to control and report workflow, creating queries and reports needed to both reflect performance and relate how workflow correlates to customer usage.
Maintained SQL Server database used to collect customer data, in order to link workflow to customer usage and create reports for management showing customer trends.
QA tested all proprietary software created in Visual Basic and Visual Studio to ensure all tools followed guidelines detailed by requirement documents and correction of any bugs that may occur.
Fielded bug reports and change requests by end users of proprietary software, performing Tier 1 changes (User interface, usability changes, etc.) via Visual Basic and Visual Studio, while determining when bugs and change requests needed to be promoted to a high Tier.
Mentored direct reports by assigning projects based on abilities of employees in order to improve the skill set and create a more agile workforce.
2002-2007
Web Editor
Highlights
Integral in the creation and daily maintenance of an accounting based education website used to provide CPE (Continuing Professional Education) to accountants across the United States through the non-profit company AICPA (American Institute of Certified Public Accountants)
Duties
Maintained materials content for online learning website throughout the entire year.
Converted new material, both electronic and paper, into suitable online publication format.
Created and improved existing processes that optimize website maintenance.
Assisted in the transfer and design of a new learning platform created when changing website host.
Aided direct supervisors in data gathering and creating presentations that were used to inform upper management of yearly progress/website usage.
Fleming - Lewisville, TX
2001-2002
Coordinator
Highlights
Brokered communication between main office and shipping warehouses across the nation, creating open communication between the offices in order to improve shipping times and reduce layover of product.
Duties
Managed inbound shipping traffic to 3 divisions (Phoenix, California, North Dakota).
Coordinated with third-party trucking companies in order to document the whereabouts of shipments.
Coordinated with warehouses in order to facilitate the products and organize the workforce needed to unload products in a timely manner.
Edited and managed reports and purchase orders.
California State University, Sacramento – Sacramento, CA
1999-2000
Saclink Help Desk Technician
Highlights
Mentored student body on the campus-wide e-mail system while assisting professors and IT specialist during special projectes aimed at improving policy and education throughout the school.
Provided training to student body on the campus internet service and navigating the e-mail system by holding classes, and answering questions via phone, e-mail, or in-person consultation.
Created documentation tailored for the university internet service for use by students and staff.
1995-1999
Senior Lab Assistant
Highlights
Mentored student body on basic computer skills while enforcing IT standards regarding computer & print usage.
Managed computer lab facilities and maintained lab regulations and rules.
Mentored students in relation to computer related issues including software (Windows, Mac, and Microsoft Office) and hardware issues.
EDUCATION
California State University, Sacramento - Sacramento, CA
Bachelor of Science in Business Administration - International Business and Marketing.
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