Service Representative Associate

KERRY K. LOUGHLIN

** ***** ******, *********, *** York 14609

Home:585-***-**** Cell:585-***-**** ******@***********.***

OBJECTIVE

To provide superior design, development, and testing in software and support.

EDUCATION

New York Institute of Technology Old Westbury, NY

Master of Science degree in Computer Science, June 2008

GPA: 3.83/4.00 - Dean Scholarship Award Recipient

SUNY Brockport Brockport, NY

Bachelor of Science degree in Computer Science, December 1998

COMPUTER SKILLS

Languages: C, C++, SQL, Access, Perl, Java, JavaScript, Visual Basic, HTML, FORTRAN, Modula-2, Basic, Pascal, Prolog, Lisp, Vax-11 Assembly, Masm, and OpenGL

Operating Systems: UNIX, Linux, OS/2, Prime, MAC OS, MS-DOS,

Windows95, 98, 2000, NT, XP, Vista, 7, 8, and 10.

Hardware: Sun Solaris, IBM PC, Mac, Compaq, Dell, Emachines, Hewlett-Packard, Toshiba, and Packard Bell

SECURITY CLEARANCE

High-level Public Trust 2019

WORK HISTORY

• Quality Service Associate, Conserve – Fairport, NY May 2018 – Present

Manage and collect delinquent accounts. Obtain information from consumers in order to determine current financial situation and determine solutions. Provide solutions to consumers to enable them to resolve their obligation. Direct consumers to gain proper documentation and maintain appropriate follow-up. Do Skip-Tracing to assist in locating and contacting consumers. Meet monthly requirements to receive earnings from bonus pool.

• Customer Service Representative, Conduent – Webster, NY 2017 – 2018

Provide product support for Verizon Wireless. Help callers navigate through Verizon’s website. Provide assistance with choosing plans and device equipment. Determine discounts and refunds. Place orders, look up order statuses, and change or add new plans. Assist with billing and technical issues, and transfer callers to different queues for additional help. Received an award for outstanding performance.

• Sales Representative, TruGreen – Henrietta, NY May – June 2017

Sell TruGreen lawncare through outbound calling and door-to-door. Hang flyers on doors. Provide TruGreen lawncare service information and how TruGreen can improve the customer’s lawn. Measure lawns to provide prices to customers. Made commission from each sale.

• Product Support, Concentrix – Pittsford, NY 2016 – 2017

Provide product support for TurboTax. Help callers navigate through TurboTax by viewing their screens with screen sharing tools, SmartLook and LiveLook. Determine discounts and refunds. Place orders. Password resets. Look up tax return statuses and transfer callers to correct queues for additional help. Helped other employees while on the floor. Received an award for outstanding performance.

• Database Programmer, HSBC – Depew, NY 2014 - 2015

Maintained databases for bank customers and loans using a combination of SQL, Access, and Visual Basic programming. Ran SQL queries and created reports daily. Ran several tasks using Passport for Lender Processing Services. Such tasks include stopping/starting processes, modifying payment schedules and amounts, fixing transaction office codes, and pulling reports on customers.

• Database Programmer, Eagle Mountain – Canandaigua, NY May – Aug 2013

Built and maintained database for alternative energy HVAC systems integration using a combination of SQL, Access, and Visual Basic programming. Main project consisted of building and maintaining the database that stores inventories and customer orders.

• Help Desk, SunGard – Rochester, NY Apr – May 2010

Provided support through enterprise resource planning (ERP) solutions designed for higher education. Created new accounts and passwords with the Banner® Digital Campus. Troubleshoot caller’s issue(s). Gave ‘how-to’ advice. Sent out on-site techs for PC and hardware issues.

• Help Desk, Unisys – Henrietta, NY 2008 – 2010

Provided support for Windows XP, Novell, and MAC OS. Gave ‘how-to’ advice to callers or remote into their computer to accomplish task. Such tasks included mapping network drives, installing printer drivers, troubleshooting MS Outlook, and setting up the caller’s internet access. Reset passwords. Troubleshoot networks and TCP/IP issues. Ordered equipment. Sent Field Technicians. Reported status of major impacting outages. Called callers back to verify that their issue(s) have been resolved. Received an award for performance.

• Telephone Banker2, Washington Mutual – Albion, NY 2003 – 2006

Answered incoming Business, Business Loans, Business Credit Cards, Fraud, Products, Collections and Retirement calls. Examples of these are balances, transfers, credit card maintenance, opened new accounts, closed accounts, check fraud, interest rates, and loan maintenance. Promoted and received several awards for outstanding performance.

• Web Programmer, Eonix – Toronto, Canada Feb – Aug 2003

Wrote Web programs for a starting website using a combination of Perl, JavaScript, and HTML on a WindowsXP Platform. Last project consisted of tracking a growing customer list for products that is on the website.

• System/Unix Administrator, Xerox – Webster, NY July - Oct 2001

Wrote and maintained C-shell scripts. Scraped, upgraded, and setup servers on Sun Solaris. Ran scripts from within a UNIX environment to perform regression and reliability printer tests on new software releases. Did various print tests using AppleTalk from a Mac, TCP/IP, and Network on Windows95, 98, NT, and 2000. Entered all problems into an AR user database. Other Windows NT and 2000 system administrative duties as needed.

• System Administrator, CTG – Rochester, NY 2000 – 2001

Wrote and maintained C-shell scripts to run production lines for an account billing facility. CGI programming in Perl within a Solaris/UNIX environment. Did daily and weekly backups on Sun Solaris servers, and other system administrative duties.

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