Customer Service Representative

Timothy D. Pugh

*** ******** ***. • Lynn Haven, Florida 32444 • 850-***-****• 850-***-**** • acy3rr@r.postjobfree.com

Experienced Customer Service Specialist with experience in planning, developing, and implementing solutions that facilitate corporate growth. Experienced in creating and conducting oral and written presentations. Self -motivated & resourceful with a demonstrated ability to meet deadlines as a team technical leader and team member. Proven ability to successfully analyze an organization's critical support requirements, identify deficiencies & potential opportunities, and develop innovative solutions for increasing reliability and improving productivity.. Proven track record of successful implementation of projects and excellent interpersonal relationships with customers.

Leadership/Motivation/Teamwork

Network Administration/Support

System Design and Development

Provides Training and Education

Company/Operations Development

Communication/Customer Relations

Business Planning and Analysis

Time Management/Analytical Skills

Complex Project Management

Multi-Platform Networking Skills

Quality Assurance and Control

Computer/Technical Proficiencies

Computer and Technical Proficiencies: Microsoft Office Suite • MCSA – MCP 3133939 • Current Secret Security Clearance • C • REXX • dBase • Basic • Delphi • ASM • Wireless Communication Qualified • Windows NT/2000/XP/Vista/7 • Linux (Fedora, RedHat) • Netware • IBM LAN Manager • Netview

PROFESSIONAL EXPERIENCE

INVENTORY SPECIALIST, RGIS, FL, 2016 to 2016

• Coordinated with Management to facilitate project

• Worked with team to ensure process was accurate

CUSTOMER SERVICE REPRESENTATIVE, General Dynamics, FL, 2015-2016

• Coordinated with Management to facilitate project

• Worked with team to ensure process was accurate

WIRE AND INTERNET TECHNICIAN, A T & T, FL, 2014 to 2015

• Installed Telephone, Internet and TV for both businesses and Individuals

• Supported the products via cell phone and internet, upsold when appropriate

CLEANING ASSOCIATE, Stanley Steemer, FL, 2014 to 2014

• Stock and ensure proper equipment stored on van

• Cleaned all surfaces on contract, upsold where appropriate

HOMEOWNERS ASSOCIATION ADMINISTRATOR, Delwood Estates, FL, 2012 to 2013

• Supported Residents with Problems and Administered Quickbooks

ENVIRONMENTAL PROGRAM SUPPORT SPECIALIST, Karta / NCI, Inc., FL, 2010 to 2011

• Implemented the Environmental Program for the Air Forces’ Hazmat, Hazwaste, & Cleanup Programs

• Supported the program by maintaining cleanliness and safety throughout the assigned project areas

CUSTOMER SERVICE REPRESENTATIVE, Sallie Mae Servicing,, FL, 2008 - 2010

• Provided customer support and assistance within a call center environment; answered a high-volume of incoming phone calls, managed and maintained customer accounts, responded to questions regarding accounts, resolved customer complaints, accepted and processed payments, and processed applications

REAL ESTATE REMODELING SPECIALIST, Self-Employed / DNA Trim,, 2003 to 2008

• Purchased, remodeled, and leased/sold real estate properties, including condos, houses, & townhomes

NETWORK ENGINEER / SECURITY MANAGER, FL Fish & Wildlife, 2001 to 2003

• Coordinated all Network Engineering tasks & served as the Agency’s/Commission’s Security Manager

• Managed and monitored all internal projects; changed router configurations, implemented & managed network management software (MRTG and OpenView), and handled all video teleconferencing duties

• Responsible for Security Threat Assessment and Remediation & served as the Security EOC coordinator

PROGRAMMER / ANALYST SUPERVISOR, Florida Fish & Wildlife, FL, 1995 to 2001

• Responsible for data normalization, programming, evaluating software systems, and software selection

• Served as the Y2K agency coordinated and consolidated 2 dissimilar information technology assets

SYSTEMS PROJECT ANALYST / INFORMATION TECH, Department of Revenue, FL, 1995

• Managed multiple projects and supervised, trained, motivated, and evaluated a team of two employees

• Performed desktop configurations and support and internet connectivity with local and DM servers

NETWORK OPERATIONS / SUPERVISOR, USAFR 919SOCF, Valdosta, 1995

• Coordinated, trained, managed, mentored, and evaluated a staff of 5 for the wartime contingency in the management, configuration, and support of a 1200+ node – Windows NT/Netware 4.0 Ethernet network

• Provided first and second line support and instruction of Windows ‘95/WFW 3.11/Windows NT clients

NETWORK SYSTEMS ANALYST / SPECIALIST, Florida Legislature, Tallahassee, Florida, 1991 to 1995

• Performed second level customer support/service, automated recovery routines, & network definitions

• Served as the direct Project Manager for Sunshine Online, a legislative public information system

COMMUNICATIONS SUPERVISOR, U.S. Air Force, Duke Field, FL, 1989 to 1995

• Supervised 4 communication specialists and provided all communications needs for Special Operations Commands and Commanders; fine-tuned wireless networks to provide command with real-time data

SYSTEMS PROGRAMMER / SPECIALIST, Florida Legislature, Tallahassee, 1989 to 1991

• Provided an automated backup & recovery system for the Legislature with a mean recovery to 2 hours

• Evaluated, installed, and maintained all backup software and implemented dual-mirrored disk storage

BASE LEVEL DATABASE ADMINISTRATOR, Blytheville (EAKER), 1984 to 1989

• Managed and maintained a $1 million dollar object plus database in support of aircraft maintenance and supply, along with the accounting and personnel databases; maintained strict confidentiality

• Served as a member of the 1985 Best Data Center in the Air Force Team at Blytheville Air Force Base

EDUCATION and TRAINING

INDEPENDENT MAJOR – CORE COLLEGE COURSEWORK AND GENERAL EDUCATION

Florida State University – Tallahassee, Florida – Attended Florida State University from 1991 to 1992

INDUSTRIAL ENGINEERING MAJOR – COMPLETED CORE COLLEGE COURSEWORK

Southern Illinois University – Carbondale, Illinois – Attended Southern Illinois University from 1987 to 1988

RESTAURANT MANAGEMENT – TECHNICAL AND CORE COLLEGE COURSEWORK

Shelton State Junior College – Tuscaloosa, Alabama – Attended Shelton State Junior College from 1980 to 1981

MECHANICAL ENGINEERING MAJOR – CORE COLLEGE COURSEWORK COMPLETED

University of Alabama – Tuscaloosa, Alabama – Attended the University of Alabama from 1978 to 1980

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