TOMMY DORSEY

Orlando, FL. *****

321-***-****

acx03v@r.postjobfree.com

PROFESSIONAL PROFILE

Dedicated professional has background in education, customer service and sales. Recognized and valued for good interpersonal skills and excellent listening skills. Recently awarded a Department of Labor scholarship to study SAS and Business Analytics.

TECHNICAL SKILLS

Hardware: PC/Mac Proficient, Mainframe/Client Server Systems

Operating Systems: Windows, UNIX, MS 2003 Server, Mac OS, Linux

Software: SAS Studio, MasterTax, Evolution, Millennium, HRP, SAP, MS Office – Word, Excel, Access, PowerPoint, Adobe Professional, Cloud Computing (SaaS), NetSuite CRM, QuickBooks, Oracle.

Data Analysis Tools: Base SAS, SQL

RECENT ACTIVITIES

CPCC Continuing Education Student, Charlotte, NC 01/2016 – 03/2016

Post-Graduate Training in SAS Base Programming

Awarded US Department of Labor scholarship to participate in CPCC’s Regional Effort to Advance Charlotte IT (REACH IT) training initiative. Selected as one of 11 recipients from a pool of 75 applicants. Received preparation for certification in SAS Base Programming. Course content also included instructions in how to:

Manipulate and prepare data for processing by organizing information, checking for any inaccuracies, and adjusting and weighting the raw data.

Use Base Procedures, DATA Step language, SQL syntax, Macro facility, Output Delivery System (ODS), and ODS Graphics to access, transform, concatenate, interleave, and merge data sets.

Design, write, and debug macros; evaluate the statistical methods and procedures used to obtain data to ensure validity, applicability, efficiency, and accuracy.

Report results of statistical analyses using graphs, charts, and tables.

PROFESSIONAL EXPERIENCE

Insight Global, Charlotte, NC 2016 – present

TECHNICAL SUPPORT / CUSTOMER SERVICE REPRESENTATIVE

Work in a fast-paced call center (or sometimes remote) environment to take incoming technical calls from customers.

Provide high quality and timely responses to inbound and outbound phone calls and to customer inquiries via emails, letter and/or fax.

Assist with client issues regarding billing and technical services.

Troubleshoot all devices and products provided by the company.

Knowledge of all company products and services and departmental procedures.

Assess crisis situations and defuse situations using conflict resolution and crisis management.

Enter and seek data from multiple screens and giving information with high degree of integrity.

Charlotte Mecklenburg Schools Charlotte, NC 2011 – present

BEHAVIOR MODIFICATION TECHNICIAN

Works as team member with teachers, counselors, administration and other personnel enabling students to succeed academically and socially in a school setting.

Evaluates students’ needs and provide appropriate interventions.

Assists instructional personnel dealing with challenging students

Assesses crisis situations and defuse situations using conflict resolution and crisis management.

Monitors attendance/discipline for an assigned segment of the student population and follows up in cases of unexcused or excessive absence.

Develops and coordinates behavior management programs.

Observes and documents behavior of individual students; maintains accurate logs of student progress.

Consults with teachers and parents of students about specific behaviors of students; participates in parent conference as necessary.

Orange County Public Schools, Orlando, FL 2010 – 2011

ADMINISTRATIVE DEAN (Lakeview Middle School)

Oversaw the disciplinary actions of students.

Fostered positive relationships with parents/guardians of students.

Supervised assigned school staff.

Coordinated and oversaw special events and programs for the school.

Developed emergency plans and oversaw school safety

Supervised students during day to day activities.

Demonstrated an appreciation for diversity among students, colleagues and parents.

Direct TV, Orlando, FL 2008 – 2011

SALES/ CUSTOMER SERVICE

Offered continued support to Direct TV clients.

Managed large amounts of inbound and outbound calls in a timely manner daily.

Sold various company packages.

Maintained efficient records as well as maintained and exceeded sales quotas.

Communicated closely with clients as well as responded to queries and help trouble shoot and resolve issues.

Orange County Public Schools, Orlando, FL 2005 – 2010

TEACHER (Jones High School)

Prepared course objectives and outlines for courses of study following curriculum guidelines and requirements of state and school.

Lectured, demonstrated and used audiovisual teaching aids and other technology to present subject matter to class.

Assessed student progress on a regular basis and maintained attendance and grade records as required by the school.

Taught and reinforced rules of conduct and maintained order in the classroom.

Collaborated with other educators to create an educational environment conducive to the highest learning potential of the students.

Served as Assistant Athletic Director for Jones High School.

EDUCATION

North Carolina Central University, Durham, NC

Bachelor of Arts in Political Science and Public Administration (1996)

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