Quam Kotun

Houston, TX

aczi4a@r.postjobfree.com - 713-***-****

SUMMARY

• Quam is a result oriented and highly dedicated professional with years of overall work experience in Information Technology, Tele-Communications, and management.

• I successfully managed over 1000 affiliates from all around the world in the last 5 years as well as successfully managed several complex projects.

• Adept in IP Addressing, Networking (WAN, LAN, Routers, Frame Relay), LAN/WAN network troubleshooting, desktop support, software upgrades / patches on servers / workstations, etc. 4+ years

• Well versed in Windows desktop operating systems, Windows Server for 4+ years

• Highly proficient in LAN based E-mail systems such as Outlook and MS Exchange for 6+ years

• Proficient in performing complex troubleshooting and analysis of PC hardware, PC operating systems, etc.

• Experience in logging all calls into Problem Tracking Software (Remedy)

• Highly skilled in hardware/software diagnostic/troubleshooting, analysis, and evaluation, installing and testing personal computers, printers, etc.

• Highly efficient in using MS Office tools and the Internet, etc. in data handling, searching & reporting.

• Highly efficient in search engine optimization and website monetization with advanced knowledge of cell phone programming, cell phone repair as well as cell phone software updates (windows mobile devices and blackberry)

• Has a Bachelor’s degree in Computer Information Systems. (University of Houston, Downtown)

• Growth inspired and highly adaptable to changing professional work environment to implement solutions in an efficient manner.

• Works independently with minimal supervision.

• Great team player with excellent communication, analytical, written and presentation skills with a strong aptitude towards learning new technologies and business applications.

• Provided Help desk/ technical support to thousands of end-users from all over the world.

• Over 8 years of Customer Service Experience.

WORK EXPERIENCE

Senior Affiliate Manager

Ecomleads Inc - July 2011 to Present

Performed customer acquisition of new affiliates.

. Managed affiliate relationships.

. Managed over 1000 affiliates.

. Facilitated contracts and integration testing of new and current affiliates.

. Monitored affiliated by continually analyzing performance, identifying new Opportunities to optimize traffic.

. Monitoring of affiliate activities for compliance and adherence to guidelines

. Managed portfolios and frontend KPIs.

. Consistently met and exceeded revenue goals.

. Worked with the Accounting department to manage invoices and reconciliations Of payments.

. Performed daily management of all affiliates initiatives

. Negotiated promotions and incentives with publishers to maximize return

. Managed marketing projects from start to finish

. Tracked and reported progress through spreadsheets and verbally. Help Desk Technical Support

Net1 - Katy, TX - November 2009 to July 2010

• Provide phone technical support to end users for a wide range of issues

• Provide general help desk support for users with Windows Operating Systems (98, 2000, NT, XP, VISTA

• Assist end users in the trouble-shooting of ftp clients, browsers, front page, dream weaver and MySQL database.

• Assist end users with setting up Microsoft outlook, thunderbird, lotus notes, entourage as well as troubleshooting email issues.

• Respond and resolve trouble tickets within 20 minutes

• Assist end users with website design and configuration issues.

• Assist end users with the H-SPHERE web control panel.

• Setting up of remote MYSQL connections, password resets.

• Assist in blackberry and smart phones email setup

• Software installation, password reset, user creation and database backup. Assessment Coordinator (call center(

Health Help LLC - Houston, TX - October 2008 to July 2009

• Assisted primary care providers in obtaining their authorization for various radiology procedures.

• Handled over 50 inbound customer calls on a daily basis

• Educate primary care providers on the benefits, advantages and disadvantages of the different radiology procedures.

• Provided general radiology support to the primary care physician as well as the imaging facility. Chat / Phone Technical Support/ Customer Service Associate (call center) HostGator.com LLC - Houston, TX - June 2008 to August 2008

• Provided phone technical support to end users from around the world on a daily basis.

• Handled over 35 inbound customer calls on a daily basis

• Provided general help desk support for users with Windows Operating Systems (98, 2000, NT, XP, VISTA

• Assisted end users with setting up Microsoft outlook, thunderbird, lotus notes, entourage as well as troubleshooting email issues.

• Assisted end users in the troubleshooting of FTP clients, browsers, front page, dream weaver and MySQL database.

• Created and responded to end-user submitted issues as identified through the ticketing system.

• Assisted end users with website design and configuration issues.

• Assisted end users with the Cpanel web control panel.

• Set up of remote MYSQL connections, password resets. Support Analyst ( CONTRACT)

Zogmo (Data-center) - Houston, TX - April 2008 to June 2008

• Monitored the servers in the data room, ensuring optimal uptime.

• Provided Help Desk support for PC/LAN and laptop/workstation end-users (windows 98, XP, 2000, VISTA)

• Performed operating system installation, printer setup and troubleshooting (Linux and windows).

• Resolved problems identified through the ticketing system.

• Updated and monitor problem tracking and reporting systems; maintain the trouble log for the data Center.

• Set up of Remote KVM access for the end user.

• Maintained technical and procedure documentation for Help Desk, PC desktop/laptop configuration standards, and install procedures.

Level 2 Technical support/ Customer Service Associate (call center) Yahoo Web hosting (Convergys) - Houston, TX - April 2007 to March 2008

• Provided technical support to end users all over the world.

• Handled over 40 inbound customer calls on a daily basis

• Resolved problems identified through the ticketing system.

• Assisted end users with website and configuration issues.

• Assisted end users with setting up Microsoft outlook and setting up their emails as well as troubleshooting email issues.

• Assisted end users with HTML codes, java scripts, PHP on their websites.

• Assisted end users in the troubleshooting of FTP clients, browsers, front page, dream weaver and MySQL database

• Consistently achieved a 95 percent or more end user resolution satisfaction survey monthly.

• Provided support for windows mobile devices and blackberry. Help-desk Analyst/ Customer Service Associate (call center) Verizon Wireless - Houston, TX - January 2001 to May 2005

• Handled over 60 inbound customer calls on a daily basis

• Performed Anti-virus Remediation on all workstations within the Network

• Performed the above duties on-site and via remote tools (VNC, Remote Desktop, Remote Assistance and Net meeting).

• Installed software upgrades/patches on servers/workstations

• Installed, upgraded and troubleshoot client application software MS Office Suite (98, 2000 and XP) and site- specific software.

• Performed administrative functions like password resets, unlocked accounts, and user maintenance.

• Performed PC re-images, implementation of new hardware including installing, hardening, with security tuning of the OS rebuilding PCS.

• Installed and troubleshoot operating systems like Windows 2000 and XP

• Troubleshoot web-based applications like Info Manager, VZW intranet, Remedy (trouble ticketing system).

• Performed backup and restores of data on the network, ensuring data integrity.

• Installed and maintained network and local printers.

• Logged all calls into Problem Tracking Software (Remedy). EDUCATION

BBA in Computer Information Systems

University of Houston

December 2009

SKILLS

TECHNICAL / MANAGEMENT SKILLS Affiliate management, ppc, Search engine optimization, traffic generation, Strong interpersonal, verbal and written communication skills, Exceptional quantitative and web analytics skills; an in-depth understanding of key metrics, project management, ping tree. Windows Operating Systems (8, 2000,98, 2000,NT, XP, VISTA) Oracle, Unix platforms, Lotus Notes, Netscape, Java, Visual Basic, MYSQL, Cold Fusion, Microsoft Office Suite (2000,XP), Unix Scripting, Exchange Outlook, IP Addressing, Networking (WAN, LAN, Routers, Frame Relay), Microsoft Exchange, Solaris, Linux, Citrix, Windows VNC, Anti-Virus Remediation, Outlook client, FTP, Telnet, Ping Utilities, Windows 2000/2003 server, XP and Vista workstation, SCSI Drivers and RAID Remote tools (Remote Desktop, Win VNC, Remote Assistance, Net-meeting, PC Anywhere, KVM) Cdma programming, Php 4 and 5, Cpanel, Html, Cell phone repair, Search engine optimization). Advanced knowledge in windows mobile devices and blackberry. Excellent customer service (8 years)

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