Customer Service Care

WILLIE J. GILDER

*** ****** ***** 619-***-****/619-***-****

Union City, CA 94587 ********@*******.***

OBJECTIVE

Recent graduate looking to work in a rapidly growing organization with a dynamic environment and achieve organizational goals with my best efforts as a productive and enthusiastic team player.

TECHNOLOGY SUMMARY

Security Technologies: Retina Network Security Scanner, McAfee/Norton Virus Protection Utilities, Wireshark, NetWitness Investigator, Nmap, Nessus, Acunetix, Zenmap, Linux-based web tools

Systems: Windows (all), Unix-Based Systems (Solaris, Linux, BSD)

Networking / Protocols: LANs, WANs, VPNs, Routers, Firewalls, TCP/IP, DHCP, DNS, WINS, SMTP, FTP, HTTP, PPP, IPX/SPX

Software: MS Office (Word, Excel, Outlook, Access, PowerPoint), SharePoint, Kronos Workforce Central Suite

Database: MS SQL Server, MySQL, Oracle, Relational Databases

Languages: UNIX Shell Scripting, HTML, JAVA, C++, C#, .Net, JavaScript, PHP, CSS basic experience

EDUCATION

Associate of Science in General Studies March 2014

No Concentration-Degree (GPA: 3.05)

Colorado Technical University/Online, Colorado Springs, Colorado

Bachelor of Science in Information Technology August 2015

Security Specialization Concentration-Degree (GPA: 3.3)

Colorado Technical University Online, Colorado Springs, Colorado

WORK EXPERIENCE

Triage Specialist

Harte Hanks San Diego, CA October 2014- April 2015

Serve as the first point of contact for a pioneer in managed healthcare, I triage inbound calls by ascertaining the reason for the call and gathering pertinent demographic information prior to transferring the call to appropriate department. My responsibilities as a Triage Specialist include but are not limited to:

Act as Company gate keeper while using customer service skills to optimize each customer contacts relevant information in the database with Oracle RighNow CX Cloud Service for Medmutual

Maintain HIPAA regulations holistically while taking part as a liaison between customers licensed Sales Agents and Customer Care Representative

Utilize hybrid technology to handle high call volume in order to amplify team performance

Environment Maintenance Service Aid CWT Program

Veteran Affairs Hospital Memphis, TN. December 2012-April 2013

Followed all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications; properly stored chemicals and flammable materials. Ensured adherence to quality expectations and standards by keeping facility environmentally safe and clean from any cross contamination.

Loan Officer

1st All American Mortgage Merrillville, IN. January 2003-September 2012

Primarily responsible for generating mortgage loans from leads provided by the company and outside sources and obtained through customer referral system

Performed daily task on Calyx/Point Software for the purpose of interfacing with vendors and submission of 1003 applications

Adult Admissions Representative

International Academy of Design & Technology Chicago, IL. February 1999-October 2002

Handle prospective student inquiries through prompt and effective contact by phone and Student Enrollment CRM software

Examine enrollment process and documentation for financial aid options

Procure public relations referrals and liaison as a single point of contact with prospects

United States Navy Radioman (IS)/Teletype Repair October 1984- October1988

NAVCAMSLANT Norfolk, VA / USS JESSE L. BROWN FF-1089 (Honorable Discharge)

Ensured communication links between units at sea and station ashore with general knowledge in basic computer fundamentals and maintenance

Radioman/Information Systems Technician/Teletype Repairman/Deck seamanship skills along with training in using industrial power equipment on ship and shore duty stations

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