Computer Information Technology
Resume:
MARY WRIGHT
Charlotte, NC, **208
acxpsq@r.postjobfree.com
SKILLS: Proficient in the instruction and integration of computer hardware and software. Experienced in the research, development and application of Internet-based educational technology. Adept in the research, translation, manipulation and presentation of financial data. EDUCATION
5/1997 BERGEN COMMUNITY COLLEGE
PARAMUS, NJ
A+ Certified P.C.Technician
5/1981 BLOOMFIELD COLLEGE
BLOOMFIELD, NJ
B. S. Business Administration
EXPERIENCE
10/2010 - 10/2016
TeleTech Inc., Teletech-Agent At Home,
Englewood, CO 80112
TELETECH @HOME TECHNICAL CUSTOMER CARE AGENT
-Provided technical support assisting customers with account maintenance through effective troubleshooting and problem-solving.
-Transferred customers to other internal departments where appropriate.
-Identified the need to escalate specific issues and followed through where necessary.
-Created, documented and maintained cases regarding customer concerns.
-Assisted TeleTech supervisors with special projects as requested.
-Served as Chat Coach on current HYUNDAI project.
PROJECT ASSIGNMENTS:
BEST BUY REWARDZONE-VOICE
BEST BUY REWARDZONE-MONTHLY BILLING
HIGHER ONE
HYUNDAI
9/2006 - 4/2010
Public Library of Charlotte and Mecklenburg County, 310 North Tryon Street, Charlotte, NC 28202
Mark Engel Brecht, Manager
Phone Number: 704*416-5200
Email Address: acxpsq@r.postjobfree.com
LIBRARY SERVICE ASSOCIATE/TECHNOLOGY TRAINER
- Assisted patrons in utilizing computer hardware, software and printers.
- Coached patrons on locating information on the Internet.
- Scheduled patron usage on public computers and monitors time; insured users did not exceed scheduled time.
- Diagnosed and reported computer equipment problems to the helpdesk.
- Troubleshooter computer hardware and software glitches.
- Researched, designed, and taught computer classes. Mary Wright-pg. 2
8/2006 - 4/2007
United Way of Central Carolinas,
301 South Brevard Street Charlotte, NC 28202
Angela Baker, Pledge Processing Senior Associate
Phone Number: 704*372-7170
Email Address: acxpsq@r.postjobfree.com
PLEDGE PROCESSING ASSISTANT
- Performed pledge auditing and processing of all workplace envelopes received from companies participating in the United Way of Central Carolinas Local Campaign.
- Ensured that pledge information was handled timely and accurately.
- Performed donor account database maintenance.
- Performed other duties as assigned.
9/2002 - 9/2006
Adecco, 201 South College Street, Charlotte, NC 28244 Ryan VanAlphen, National Account Director for Bank of America
Phone Number: 704*334-2342
Email Address: acxpsq@r.postjobfree.com
Company Assignments: BANK OF AMERICA, Charlotte, NC Adecco, 21 Main Street, Hackensack, NJ 07601
Edwin Moreno, Supervisor
Phone Number: 201*968-0600
Email Address: acxpsq@r.postjobfree.com
Company Assignment: BANK OF AMERICA, Global Client Services, 55 Challenger Road, Ridgefield Park, NJ 07660
Assignment: BUSINESS OPERATIONS SUPPORT ANALYST
4/2005 - 9/2005 - Created reports for senior management and business partners to support merger related projects and initiatives.
- Processed monetary transfers between financial accounts for corporate clients.
Assignment: BUSINESS INTELLIGENCE RESEARCH ANALYST 10/2003 - 3/2004 - Responsible for the collection, research, analysis, management, reporting and presentation of statistical, financial and metrics information to senior management.
- Trained managers and other business intelligence team members to research, create, and document business operations reports. Assignment: BUSINESS OPERATIONS SUPPORT ANALYST
7/2003 - 10/2003 - Created planning and forecasting reports for senior management to support various projects and initiatives.
- Assigned daily tasks to loan queue team members based on various ad hoc queue reports.
- Calculated and approved pricing of loans not priced by the automated loan pricing system.
Assignment: RECONCILIATION OVERSIGHT ANALYST
4/2003 - 6/2003 - Reviewed, processed and researched both documentation and transactions for domestic, international, consumer, commercial and wholesale bank business units.
Mary Wright-pg. 3
- Trained, coached and assisted internal control account owners to reconcile, report, post and correct general ledger transactions. Assignment: SECURITIES DOCUMENT ANALYST
2/2003 - 4/2003 - Analyzed accuracy and completeness of security account documentation.
- Performed security account database maintenance. Assignment: 9/2002 - 11/2002- INFORMATION TECHNOLOGY SUPPORT TECHNICIAN
- Provided technical support for Windows NT, Windows 2000, Microsoft Office Suite 97, Microsoft Office Suite 2000, Internet Explorer and various business software applications used by the supported business units.
4/2000 - 7/2002
Bergen County Technical Schools in cooperation with Bergen County Family Guidance
CONNECTIONS Alternative High School, Wood-Ridge, NJ Philip T. Beamer, Administrator
Phone Number: 201*460-2260
Email Address: acxpsq@r.postjobfree.com
COMPUTER TEACHER/ ALTERNATIVE HIGH SCHOOL
- Designed, developed, delivered and evaluated introductory, intermediate, advanced computer classes on popular computer applications and hardware installation, troubleshooting and repair.
- Installed, repaired and upgraded personal computers, printers, software and peripheral equipment as necessary.
5/1998 - 9/2002
Bergen Community College, Paramus, NJ
Walter Hecht
Bergen Community College, Ciarco Learning Center
Director
Phone Number: 201*489-1551
Email Address: acxpsq@r.postjobfree.com
Anita Verno
Information Technology Department Coordinator
Phone Number: 201*447-7909
Email Address: acxpsq@r.postjobfree.com
ADJUNCT PROFESSOR - INFORMATION TECHNOLOGY
- Designed, developed, delivered and evaluated introductory, intermediate, advanced, and web-based computer classes on popular computer applications and hardware installation, troubleshooting and repair.
- Installed, repaired, troubleshooted and upgraded personal computers, printers, software and peripheral equipment as necessary when serving as the computer literacy teacher for the NJ WorkFirst Project. 1/1998 - 7/2002
Passaic County Community College, Paterson, NJ
Merille Siegel
Mary Wright-pg. 4
Computer Information Science Department Chairperson Phone Number: 973*684-6445
Email Address: acxpsq@r.postjobfree.com
ADJUNCT PROFESSOR/ COMPUTER INFORMATION SCIENCE
- Designed, developed, delivered and evaluated introductory, intermediate, advanced, and web-based computer classes on popular computer applications and hardware installation, troubleshooting and repair.
- Participated in the Passaic Community College's Computer & Information Science Department's Steering Committee to assist in the development of courses that meet the needs of business. 8/1999 - 5/2000
Paterson Housing Authority Paterson, NJ
Pamela Nazareth, Coordinator of Social Services
Phone Number: 973*389-2165
COMPUTER CURRICULA DESIGNER/ INSTRUCTOR/CONSULTANT
- Designed, developed, delivered and evaluated introductory and intermediate computer classes on popular computer applications and hardware installation, troubleshooting and repair. - Collaborated with the Paterson Public School District and the Paterson Education Foundation to develop school-based neighborhood computer literacy programs for families.
4/1997 - 11/1998
Master Technical Institute, Clifton, NJ
Donna Roman, Assistant Director
Phone Number: 973*340-9500
COMPUTER CURRICULA DESIGNER/ INSTRUCTOR/CONSULTANT
- Designed, developed, delivered and evaluated introductory, intermediate, advanced computer classes on popular computer applications and hardware installation, troubleshooting and repair. 1/1997 - 1/1998
Women's Rights Information Center, Englewood, NJ
Elidia Patch
Computer Class Coordinator
Phone Number: 201*568-1166
COMPUTER CURRICULA DESIGNER/ INSTRUCTOR/CONSULTANT
- Designed, developed, delivered and evaluated introductory, intermediate, advanced computer classes on popular computer applications and hardware installation, troubleshooting and repair. 1/1996 - 12/1998
VS Corporate Services, East Orange, NJ
Hanna Praport
Business Development Director.
Phone Number: 973* 674-6330
Nancy Fisher
Education Director
Phone Number: 973* 674-6330
Mary Wright-pg. 5
COMPUTER APPLICATIONS INSTRUCTOR/ CONSULTANT
- Designed, developed, delivered and evaluated introductory, intermediate, advanced computer classes on popular computer applications. 3/1994 - 12/1998
Paterson Education Foundation, Paterson, NJ
Rosemarie Grant
Program Director
Phone Number: 973*881-8914
INFORMATION TECHNOLOGY SPECIALIST/ TRAINER/ CONSULTANT
- Designed, developed, delivered and evaluated introductory, intermediate, advanced computer classes on popular computer applications and hardware installation, troubleshooting and repair.
- Designed, developed, delivered and evaluated train-the-trainer workshops for computer trainers.
1/1993 - 12/1994
Paterson Free Public Library Paterson, NJ 07514
FAMILY LITERACY COORDINATOR/ INSTRUCTOR
- Designed, developed, conducted and evaluated literacy workshops for diverse at risk, disadvantaged and English-as-a-Second Language families. 7/1990 - 12/1992
Montclair State University-Sprague Library, Upper Montclair, NJ 07043 TECHNICAL LIBRARY ASSISTANT
- Responsible for performing the detailed technical work connected with the Library Book Library Book Collection, the Government Documents Depository, and the Serial and Periodical Records.
- Collected statistical data for reports.
9/1982 - 5/1986
Rutgers University Law School- Placement Office Newark, NJ 07102 LEGAL CAREERS RESEARCH SERVICE ASSISTANT
- Compiled and maintained payroll records, and placement case records for student/employees.
- Researched and organized occupational, educational and economic information to assist student/counselees in formulating and executing career, vocational and educational objectives.
4/1977 - 1/1982
New Jersey Bell Telephone Company (VERIZON), Newark, NJ 07102 BUSINESS CUSTOMER SERVICE REPRESENTATIVE
- Conferred with customer by phone or through correspondence regarding orders, for installation, discontinuance, or change in telephone service.
- Resolved billing or service complaints and referred grievances to designated departments for investigation.
- Sold new or additional telecommunications services and equipment.
- Provided collections services on delinquent accounts.
- Prepared and routed work orders.
- Compiled and generated statistical reports.
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