Project Manager Customer Service
Resume:
Anna Senties
Houston, Texas, 77040
Mobile: 281-***-****
Email: ************@*****.***
Weatherford International
Network Analyst III
Responsible for 500+ data circuits internationally [UK, China, Russia, Australia, UAE, India, South Africa,
Central and South America] and domestically [USA]. Provided 3rd tier support to 15 analysts outside the
USA.
• Managed and implemented international/domestic network related projects which included the
implementation of QoS though out the network
• Project manager for successful conversion from Frame relay to MPLS [480 man hours]
• Coordinated with local network analysts to implement Cisco IOS/hardware upgrades on switches
(3750, 4500 and 6500) and routers (1600, 1700, 2900, and 3900).
• Implemented Cisco ACS (TACACS+ 4.2) servers for the network
• Trained network analysts to configure and standardize Cisco routers
• Interfaced with vendors to resolve day to day outage international and domestic data circuit
problems.
• Utilized Solarwinds to monitor network performance
• Employed sniffing tools [Wireshzaark, HTTP Sniffer, Splunk] to troubleshoot client issues
• Managed IP addressing scheme for deployment of sites within continental USA
• Assisted in the deployment of Cisco wireless controllers and Access points
• Managed domestic/international Firewalls, SSL Device and Load Balancer ( Cisco ASA, Juniper and
F5 devices )
• Worked with outside vendor in the purchase and implementation of SSL Certification for the
network
• Managed the External DNS Servers for the network
• Troubleshooted extensive L2 and L3 switching issues
• Worked with BGP and EIGRP protocols within the network environment.
NT System Server support
Managed 20+ client servers for US region including building, deployment and maintenance.
• Deployed NT standalone servers within Mexico and Venezuela
• Configured/maintained NT servers for US locations
• Managed printer servers and DHCP servers for US locations
• Analyzed and resolved problems associated with server hardware/software
• Ensured scalability and appropriate integration with other systems
• Responsible for backup or recovery procedures
1999-2002 PC Tech Support
Provided 2nd tier support to users with desktop problem and upgrading systems when needed.
• Converted 1000+ client desktops in USA offices from Windows XP to Windows 2000 Professional
• Supported 1000+ customer desktops
• Assisted in preparing, maintaining, and upholding procedures for logging, reporting, and statistically
monitoring PC performance
Anna Senties1
Anna Senties
7919 Redland Woods Drive
Houston, Texas, 77040
Mobile: 281-***-****
Email: ************@*****.***
• Provided support in the development and implementation of new computer projects and new
hardware installations
1998-99 Help desk support
Provided customer support in a call center environment to users with PC related issues and training
assistance.
• Supported 1000+ users with variety of network problems for USA, Central and South America
• Educated internal users on wireless systems, applications and hardware for USA, Central and South
America
Software Support Inc
1996-1998
Call Center Manager- Managed start-up of call center for Toshiba and Gateway companies that included
500 employees and 1000+ customers.
• Determined the call center operational strategies by conducting assessments, performance reviews,
capacity planning, and cost/benefit analyses. Also defined user requirements; establishing technical
specifications, productivity, quality, and customer-service standards
• Maintained and improved call center operations by monitoring system performance; identifying and
resolving problems; completing system audits and analyses
• Managing system and process improvement, quality assurance programs and the installation of
system upgrades
• Accomplished call center human resource objectives by recruiting, selecting, orienting, training,
assigning, coaching, counseling, and disciplining employees
• Administered scheduling systems; communicating job expectations; planning, monitoring,
appraising, and reviewing job contributions; enforcing policies and procedures
• Meets call center financial objectives by estimating requirements and preparing call center
performance reports by collecting, analyzing, and summarizing data and trends
• Maintains professional and technical knowledge by tracking emerging trends in call center
operations management
GE Capital Mortgage
1995-1996
Credit Loan Officer-assisted in assessment of creditworthiness of loan applicants, judged suitability as
borrowers and precise terms (interest rate, repayment schedule, etc.) on which credit may be granted to them
Customer Representative – Served customers by determining requirements, answering inquiries, resolving
problems, fulfilling requests, maintaining database
Anna Senties2
Anna Senties
7919 Redland Woods Drive
Houston, Texas, 77040
Mobile: 281-***-****
Email: ************@*****.***
La Quinta
1992-1994
Assistant Manager –Provided excellent customer service, at all times, ensuring guests’ comfort and safety.
• Dealt with all inquiries in a professional and courteous manner, in person, via telephone or e-mail
• Handled customer complaints in a professional manner
• Kept up to date with current promotions and hotel pricing, to provide information to guests, on
request
• Managed and maintained the administration of all reservations, cancellations and no-shows, in line
with company policy
• Complete all daily administration tasks as required
US Air Force
1988-1992
K9 Military Police, Division-380 SPS- Ensured safety of all base personnel, weapons and property from
hostile forces.
• Conducted investigations into on-base incidents, as well as traffic enforcement duties
• Participated in team patrol maneuvers, tactical drills and base readiness drills
• Apprehension and transport of suspects and testified in judicial proceedings when needed
EDUCATION
University of Houston
Currently in rolled -Bachelor of Science in Computer Science studies in progress
Anna Senties3
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