Customer Service Manager

James T. Frier

**** ******* ****** ****, *******, TX 77433

Phone: 281-***-****

*******@*****.***

OBJECTIVE

Seeking a Systems Analyst position where I can utilize my years of experience in Technical Support, Customer Service.

EDUCATION

University of Houston – Bachelor of Science Houston, TX

Major: Information Systems Technology

Graduated: December 2005

A+ Hardware Certification

Epic 2016 Certified

Six years project experience

EXPERIENCE

2/13- Current University of Texas MD Anderson Cancer Center – Applications Systems Analyst

Responsible for formulating and defining system scope and objectives through research and fact- finding to develop and modify moderately complex information systems.

Impacted the proper design and utilization of applications/systems throughout the institution.

I had to formulate and define system scope and objectives based on user needs. I was expected to devise or modify procedures to solve complex problems considering computer equipment capacity and limitations, operation time and form of written. Responsible for program design, coding, testing, debugging and documentation. Analyzes and revises existing system logic difficulties and documentation as necessary. Competent to work at the highest technical level of all phases of applications systems analysis activities. Must understand basic Information Technology (IT) architectural/infrastructural concepts. Prepare information for project presentation.

8/11- 2/13 University of Texas MD Anderson Cancer Center – IT Support Technician

Assist user department personnel in resolving hardware, software, operation system or integration problems.

On a rotating basis, serves as on-site support to specific geographic area/zone, department or functional area, and provides on-the-job training in handling routine requests and coordination duties.

Acts as consultant to the client departments in analyzing and integrating workflow design, technical needs, and available resources to provide streamlined efficiencies. Provides on-site installations and diagnosis as assigned by team lead; coordinates client server and root server maintenance; and performs technical design and purchasing recommendations as needed.

When requested, in coordination with ITS Technology Engineering team, evaluates new products and system upgrades; recommends institutional purchases, standards and implementation plans.

Writes reports on assigned activities and findings for the ITS Personal Computer Technology Operations Manager. Diagnoses problems, evaluates optimum solutions and communicates the resolutions to the department.

4/07 – 8/11 University of Texas MD Anderson Cancer Center – 4INFO; Desktop Technician

Answer the 4INFO computer service line providing level 1 and level 2 support for numerous in-house applications and software;

Provide immediate customer service for routine requests and inquiries;

Responsible for troubleshooting all customer issues for remote connections;

Performed troubleshooting on new software installs, setups, peripherals and additional technical tasks;

Using Altiris software to create incidents for tracking purposes; maintained customer problem resolution history;

Participated in BlackBerry and Outlook rollouts for institution;

12/05 – 1/07 National Oilwell Varco – Programmer and Technical Support Houston, TX

Designed and created new database tables, forms, reports, and queries;

Troubleshoot software and edited issues with software;

Implemented new software during rollouts and trained newly hired employees;

Assessed jobs and processes to increase efficiency and productivity;

Supported Microsoft Outlook and Microsoft suite of products.

9/05 – 12/05 All-Tex Civil Process – Office Clerk Houston, TX

Filed legal subpoenas and citations; logged and created customer billing;

Assist various personnel with legal filings and tracings.

8/05 – 12/05 Best Buy – Geek Squad Houston, TX

Handle complicated customer issues; memory upgrades; virus and spy-ware removal;

Troubleshooting hardware and software failures, identify circuit issues, preventative maintenance.

6/02 – 8/05 Fun-Plex – Manager Houston, TX

Counting and handling of large amounts of cash for daily bank deposits;

Created employee’s weekly work schedules;

Ensured that day to day operations ran smoothly; arranged adequate coverage;

Handled customer refund requests, issues and complaints.

6/02–11/02 Scott West Law Firm – Case Manager Sugarland, TX

Addressed customer information requests regarding class action law suits;

Oversaw 1,200+ clients’ information; updated client data along with medical and pharmaceutical records.

6/01 - 11/02 Medical Tectronics – Office Manager Houston, TX

Organized, updated, and categorized ten years of files;

Responsible for making all bank deposits;

Created a database in Microsoft Access using tables, forms, and reports to locate pertinent data and information.

SKILLS & RELEVANT COURSEWORK

Computer Software: Epic 2016,Microsoft Office, Access, Excel, Microsoft project, Visio.

ACTIVITIES & HONORS

Member of A.I.T.P. (Computer organization for IT majors)

Youth martial arts instructor and competitor (Won one world champion for fighting)

REFERENCES AVAILABLE UPON REQUEST

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