Customer Service Engineer
Resume:
BILL SIDDENS
Amarillo, TX *****
806-***-**** (Cell-Primary)
806-***-**** (Home)
*********@*****.***
Summary
Strong technical and analytical experience combined with many years of onsite management/supervisory experience. Excellent customer service skills. Experienced in marketing and sales. Eight (8) plus years as the sole informational technology support HelpDesk and 2nd Tier Call Center Support Specialist in the Amarillo College system (800+ faculty/staff, 1600+ computers on 5 Amarillo College campuses plus all student technical support). Twenty plus year career as a petroleum engineer and management/onsite well/field supervisor in the energy industry.
Member Support Specialist/Insurance Billing & Budget Specialist
Sitel Corporation 2015
- Trained in property & casualty insurance billing and servicing for major insurance/banking/investment firm billing and budget services
- Experienced in high call volume service up to and in excess of 80 calls/day
- Upsale insurance products to wide variety of clients
Marketing, Sales & Customer Service Representative
Self, Amarillo, Texas 2012-2015
- Successfully marketed and sold single pieces or entire estate collections of art, automobiles, militaria, and other collectibles
- Represented and managed clients at numerous national shows and web-based auctions for art, militaria and other collectibles for evaluation, with successful purchases and sales of single and multiple items for clients
- Instituted timely packaging and worldwide delivery of items purchased and sold
WebSite / Web Browser_Search Engine Evaluator
Contract, Amarillo, Texas 2012-2014
- Evaluated hundreds of websites for structure, content, continuity and ease-of-use and recommended suggestions for improvement which greatly improved performance following implementation
- Evaluated web browsers (FireFox, Internet Explorer, Google Chrome) for performance, reliability and importance of references to browser and search engine searches (how relative to search) and successfully implemented performance enhancements
IT Technical Support / Call Center Support Specialist
Amarillo College, Amarillo, Texas 2003-2011
Informational Technology and Services
- Sole HelpDesk Call Center Specialist for entire AC college (staff, faculty, students, AC guests, visitors and vendors) for five (5) plus years of call center operations until implementation of AskAC student call center as the initial student contact point
- Resolved over 50% of all requests for problem support to HelpDesk without need of upgrade to workorder and routed any required workorders to appropriate department, supporting as needed for problem resolution
- Provided 2nd tier support to AskAC call center on technical/other problem issues
- Developed 40 user-friendly ‘how to’ guides for faculty/staff for software installs and upgrades
- As IT Technical Support Representative, installed operating systems/MS Office/Adobe/other software applications and investigated/resolved software issues. Installed/repaired/replaced/upgraded hardware components on PCs/laptops/mobile carts/peripherals and diagnosed network connectivity issues for end user support
AC Special Services Consultant 2002-2003
- Developed, proctored and analyzed a zero-level (no computer literacy) computer concepts skills evaluation for several hundred of ‘at risk’ students (students from minority/low-income families) in the AC Special Services ‘ACE’ program
Computer Information Systems Lab Technician 2000-2003
- Installed and maintained application software on 200 classroom networked PC’s operating on multiple platforms
- Assisted faculty and students in all areas of Microsoft Office applications and programming classes involving multiple computer programming languages with classroom set-up, class monitoring and student mentoring
Energy Development Engineering Experience 1977-1999
- Provided management and onsite supervision (15 years) of all aspects of drilling / completion / workover / production operations with successful improvement of hundreds of wells’ production and performance
- Provided all aspects of in-office production / reservoir / drilling / operations engineering
- Provided engineering analysis in multi-disciplinary teams for acquisition / divestiture / exploration / development projects with successful discoveries and development of multi-well fields
- Participated in budget preparation / production forecasting / project economic analyses for budget & financial reporting
- Designed / specified well / production/operations equipment including soliciting / evaluating vendor bids
Energy Development Corporations
Vastar Resources, Inc. 1998-1999
Production Operations Consultant, Woodward, OK (1999)
Operations & Analytical Engineer, Houston, Texas (1998)
J.M. Huber Corporation, Oil & Gas Division 1980-1997
Staff Petroleum Engineer, Houston, Texas (1996-1997)
Senior Petroleum Engineer, Amarillo & Houston, Texas (1983-1996)
Petroleum Engineer, Borger & Amarillo, Texas (1980-1983)
Phillips Petroleum Company 1977-1980
Production Engineer, Borger, Texas and Great Yarmouth, England
Education
Associate of Applied Science (Computer Software Systems and Networking)
Amarillo College, Amarillo, Texas, 2003
Bachelor of Science (Mechanical Engineering)
Texas Tech University, Lubbock, Texas, 1978
Professional Development
- Additional 20+ hours graduate-level engineering and business course work
- Completed 70+ days of continuing professional education courses in petroleum/energy related engineering
- Supervisor/management and employer-to-employee relations courses
- Call center environment courses
- Customer service representative courses
Skills
- Strong technical and analytical skills
- Strong verbal and written communication skills
- Excellent customer service skills
- Thorough knowledge of Microsoft Office products including Word, Excel, Access, and PowerPoint
- Experience with multiple helpdesk/call center programming modules
- Experience with multiple computer languages
- Experience with PC hardware and software, including installation, troubleshooting and maintenance
- Experience with multiple production and engineering software packages
- Experience with multiple budget and economic analysis software packages
Contact this candidate