Support Agent Tech
Resume:
Michiel G. Liddell
Monahans, Texas
***********@*****.***
Objective: To obtain a position with a company that values old-fashioned work ethic and integrity which will utilize my combined background/experience in customer relations, tech support, and/or marketing. I am a self-starter who is organized, detail-oriented, needs little supervision, and works well under pressure. Additionally, I am a “people person”, affable, and easy going. I am looking to positively impact employer’s product/service visibility.
Relative skills: (Examples italicized below in work history)
Exceptional verbal and written communication skills
• Customer service/technical support experience (phone/pc/chat)
Tech savvy
• I am competent in several software programs, including Microsoft Office (Outlook, Word, Excel, Publisher, Windows OS (7, Vista, 8, 10, 11)
• I am familiar and comfortable with most Google products (YouTube, Drive, Translate, Sheets, Slides, Docs, Keep, Gmail, Maps, Calendar).
• I make materials (bible study handouts, and scripture cards) for our church’s local jail ministry utilizing specialty software. (volunteer).
People oriented
Work History
2021-present Self-employed /Volunteer (graphic design/social media manager)
• Accomplished at Canva (graphic design software), which is what I used for creating social media posts and posters for a local restaurant and past/present volunteer endeavors (i.e., Ward Memorial Hospital Auxiliary, Inc., Friends of the Ward County Library)
2018-2020 Preferred Coatings of Monahans, LLC,
Quality Control Tech (Resin Plant)
• Collected sand samples at the resin plant where I was part of a two-person team that performed 9 different tests for every 3-sample composite collected. These included the following tests: particle size distribution analysis
(PDSA), LOIs (Loss of ignition), turbidity, snaking, meltpoint/meltstick, caking, UCS (unconfined compressive strength), crush fines testing, and crush resistance. In addition, I was responsible for particle size distribution analysis (PDSA) of individual truck samples.
• Duties included data analysis and reporting within various computer programs.
• Prepared and organized truck sample buckets and all special testing samples, as required by law.
• Coordinated tech support of various devices within the lab. 2017-2018 Preferred Sands, LLC/Signal Peak Silica (Lead) Quality Control
• Responsible for collecting various sand samples at the wet plant, dry plant, and loadout, where I prepared, analyzed, and recorded the resulting data
(particle size distribution analysis) and share it with appropriate parties so they could utilize said data to make plans for their areas of expertise.
• Promoted to shift lead responsible for training new hires.
• Safety liaison between the quality control department and the safety director. Likewise, I was on the safety committee that implemented Behavioral-Based Safety, at our plant.
2014-2017 PTI (Professional Transportation, Inc.) – Monahans, Texas Driver
• Transported Union Pacific rail crews to and from their home station and to and from their trains.
• Primary trainer and safety liaison.
• Implemented training protocols to use with new hires, including written directions for future van drivers. Those written materials and map are still in use, 8 years later.
2013-2014 ODESSA AMERICAN (Odessa, Texas)
Route Carrier
• I was responsible for delivering 125-170 newspapers daily to stores, hotels, and vending machines. Too, I kept accurate records for single copy delivery and turned it in in a timely manner.
• I was responsible for the delivery of 260 papers to homes in Monahans and Thortonville.
• I accommodated customer special needs/requests.
2012 -2013 KCKM 1330 AM/KTXO 94.7 FM (Monahans, Texas) Morning Show Producer.
• Assisted the program director, Bob Souza in preparing the morning show using Adobe Audition.
• I produced 3 daily sports segments, “Cowboy Corner” (a weekly hour-long show), and the Doug Davis, “Story Behind the Song” daily feature.
• Built/modified commercial clusters.
• Trained on the Enco automation system.
2003-2012 TCI -- Garment Factory (Beeville, Texas) Sewing Machine & Serger Operator/Folder/Quality Control/Stacker/Preventative Maintenance/Line Coordinator
• For 2 years I was responsible for sewing various projects (uniform shirts and pants, handkerchiefs, men’s boxers, t-shirts). I operated both a sewing machine and a serger, meeting a daily quota.
• For 7 years I was the line coordinator which entailed coordinating the movement of raw material from the warehouse to my line and providing each workstation with the proper material for said job process.
• I moved the finished product from station to station and did quality control of said product.
• Coordinated with the Line Supervisor daily to determine that day’s jobs and was a liaison between management and sewing machine operators.
• I filled in for absent employees, ensuring continuity of production.
• Regularly worked at the folding table packaging items for shipment.
• Coordinated training for new hires.
2000-2002 Stream International (Carrollton, Texas) This company specialized in third party tech support of technology companies. My primary role in all three contracts was that of Technical Support/Customer Support Agent, utilizing both phone and technical computer skills.
• Dell: (performed diagnostics on customer’s Dell Home Systems over the phone utilizing a variety of computer tools), I had very positive metrics for low customer problem callback (measuring the ability to fix a problem the first time without customer callback to fix the same issue within 72 hours).
• Microsoft Ultimate TV: (phone-based support backed by online service tools).
• Cox Cable Internet (phone support and chat support). 1997-2000 Hurst-Euless-Bedford Independent School District (Bedford, TX) Licensed Speech-Language Pathologist for Harwood Jr. High, Euless Jr. High, and Trinity High School
• Managed a large client case load (over 65 clients at 3 campuses), including diagnostic testing, interpretation, and reporting in addition to developing and instituting speech-language therapy services and creation of various materials through traditional and technological means. This also involved frequent professional peer-to-peer and therapist-to-parent interactions, in the form of joint curriculum development and ARD meetings with treatment teams made up of different service providers (i.e., Speech pathologists, occupational therapists, physical therapists, counselors).
• Facilitated a joint program between special need clients and future employers, assisting with special speech, language, and communication constructs.
• Co-taught a life skills class for developmentally disabled clients
• Wrote a grant enabling a special-needs client to receive an $8,000.00 assistive communication device, that aided/enhanced his daily personal and academic life.
• Kept current in policy, procedure, and therapeutic strategies by taking regular continuing education credits.
Education: Graduated from Monahans High School (top 8% of the class) Graduated Magna Cum Laude from TWU (Denton) – 3.99999 GPA with a B.S. in Communication Sciences and Disorders.
Graduated TWU (Denton) – 3.7 GPA with a M.S. in Speech-Language Pathology References: Shane Diehl 432-***-****
Jeppie Wilson 432-***-****
Rick Chhu 432-***-****
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