Office Worker, Customer Service, Systems Analyst, Technical Writting

William A. Stevens

**** ******* **** **** *****: 614-***-****

Grove City, OH 43123-8681 Email: *************@***.***

PROFESSIONAL EXPERIENCE

Manheim Auto 2021 - Present

Crew Leader/Driver

Primary responsibilities – managing a team of drivers moving customer cars between locations on the lot and present these cars during the auctions.

Board of Elections, Franklin County, Ohio 2016 – Present

Voting Location Manager

Primary responsibilities – setup, opening and closing the voting location, managing the election officials and the Voting Location for local and general elections.

Board of Elections, Franklin County, Ohio 2020 – 2020

Clerk

Primary responsibilities: verify over 20,000 provisional ballots that were cast on election day 2020.

U.S. Department of Commerce, Bureau of Census 2020 - 2021

Enumerator

Primary responsibilities – investigate and resolve discrepancies between reports of housing units, conduct surveys of enumerated housing units.

The Ohio WillowWood Company 2017 - 2020

Contractor

Primary responsibilities – create and revise manufacturing work instructions and raw material specifications in accordance with company conventions, procedures, and time constraints. Work with the Special Projects Group engineers, department managers and operators to create documents that were clear, concise, and reflect the operations that are being performed by the operators.

Manheim Auto 2017 - 2017

Crew Leader/Driver

Primary responsibilities – managing a team of drivers moving customer cars between locations on the lot and present these cars during the auctions.

Western and Southern Life Insurance 2015-2016

Registered Representative

Primary responsibilities – sales of life insurance and other financial instruments, and servicing customer accounts.

Farmers Insurance Group 2015-2015

Agent

Primary responsibilities - sales of life insurance and other financial instruments, and servicing customer accounts.

Prudential Insurance Company of America 2012 - 2015

Financial Professional

Primary responsibilities - sales of life insurance and other financial instruments, and servicing customer accounts.

Columbus Ohio Temple, The Church of Jesus Christ of Latter Day Saints 2003 - Present

Assistant Recorder, Volunteer Office Worker

Primary responsibilities – provide administrative functions supporting in a leadership position the functions of the Temple, including recording, scheduling, and worker and patron support. As an Office Worker Trainer, provide training for new office workers, and ongoing training for the entire office staff (70+ workers).

Systems Support – provide systems support for the office including workstations, printers, copier/printers, Ethernet networks, and voice systems.

Installed Ethernet wiring to support new devices.

Recovered phone system after outage resulting from external interruption of services.

Migrated the scheduling system from a local Excel-based system to a church-wide web application.

Created a detailed user manual for the office staff using the new scheduling system.

Trained the entire office staff on using the new scheduling system.

Developed guidelines for training workers to insure uniform training for all office workers.

Provided onsite support to third party vendors troubleshooting cell phone data link issues.

Developed procedures to return patron file cards on a timely bases, reducing a backlog from 5 years to 3 months, and reducing the monthly project hours from 20+ man-hours per month to less than one many-hour per month.

Nationwide Insurance Co. 1998 - 2009

Senior Analyst/Systems Administration

Primary responsibilities – Provide systems administration functions for the Commercial Insurance organization of the Property and Casualty Company.

Supported Nationwide Commercia Insurance operations and applications running on OS/2, Windows NT, and Windows XP in Windows XP Server, Windows 2000 Server and Windows 2003 Server environments.

Supported Nationwide Commercial Insurance legacy applications (mainframes, workstation and web) and Nationwide Property and Casualty Change Management process using HP Service Manager 6 & 7.

Supported integration of Commercial Insurance workstation application with Nationwide Enterprise applications such as McAfee Antivirus and Attachmate Terminal Emulation software.

Designed and implemented the conversion of the Commercial application transmittal system from EDM to Microsoft SMS, resulting in a cost avoidance of $200,000. Additional benefits were a reduction if the time to load the Commercial applications onto workstations from 1 hour to 5 minutes (first year cost savings was over $100,000) and a single method of upgrading or reloading workstations.

Successfully researched the conversion process of the Nationwide Commercial workstation applications, documenting the fact that Nationwide had not violated software licensing agreements, averting a settlement of $7,000,000.

Designed and implemented two migration of document tracking records between the Columbus and Canton Service Centers, enabling the consolidation of operations resulting in first year cost savings of $500,000.

Provided expertise to support systems that administered Nationwide’s Commercial Insurance policies, and the application development environments. Resolved over 95% of level 2 help desk tickets within SLA’s.

Developed processes enabling offshore contractors to successfully perform work for the Commercial conversion project and legacy systems.

Developed the migration process and test plans and implemented new terminal emulation software enabling a new release of the policy workflow application. The project involved over 1000 users and was engineered to migrate individual users’ settings, resulting in minimal manual intervention.

Participated in evaluation, selection and implementation of Nationwide Remote Control technology as a troubleshooting tool, reducing the time to resolve issues and increasing the number of issues resolve on the first call.

Designed the test plan and tested Nationwide Commercial workstation application for the upgrade to Window XP SP2, enabling the corporate implementation of Windows Server 2003 and Active Directory.

Designed and implemented a pilot program for a dedicated server in the Raleigh Service Center resulting in improved performance and system stability.

Received 24 “I Got Caught” awards for exceptional customer Service.

Coordinated 2 inter-building moves of workstations and other network equipment for a staff of over 70 operators with no interruption of business.

Coordinated the replacement of workstations for the Commercial Systems resulting in high availability of workstations and enhanced functionality.

Conducted the research and analysis and wrote the justification to migrate Nationwide Commercial Workstation from

Applications from an OS/2 to a Windows NT operating system platform enabling Commercial operations to avoid rewriting the applications and meet Y2K compliance requirements.

Independent Consultant 1992 – 1998

Developed and conducted public and private seminars internationally on Supporting and Troubleshooting OS/2 and OS/2 LAN Server

Participated as a contributing author for New Riders Publishing’s technical publication Inside OS/2 Warp.

As an independent contractor/consultant, worked on various projects including network design, installation, administration, and support, end user support, and logistics for clients such as Indianapolis Motor Speedway, United States Auto Club, Indy Racing League, Indiana Gas Company, Indiana Michigan Power, and National City Bank.

IBM Corp. 1983 – 1992

Account Systems Engineer, Workstation Specialist

Designed and built a prototype system using personal computers and a Token Ring network to distribute real time scoring and scheduling information for the IBM ATP Tennis Tour

Developed demonstrations and scripts for external and internal customer presentations resulting in the Indianapolis National Accounts sales branch meeting sales quotas.

Participated in the nationwide rollout of IBM OS/2 personal computer operating system, conducting presentations of the

Graphical User Interface at IBM Business Shows around the country, and customer specific events.

Developed a facility that became the prototype for the IBM Customer Center units that provided presentations and demonstrations of IBM hardware and software for external IBM customers.

Worked in the prototype consulting branch, IBM’s initial offering of contract services. These units eventually became IBM Global Services Division.

U.S. Army, U.S. Army Reserves, New York National Guard, Indiana National Guard 1970 - 1986

Primary positions – Finance and Accounting, Supply, Chemical Staff NCO, Liaison NCO, Division Artillery Operations NCO

EDUCATION, PROFESSIONAL AND TECHNICAL DEVELOPMENT

Bachelor of Science, Computer Technology, New York Institute of Technology

Life, Health, and Disability Ins. Licenses

Property and Casualty Ins. License

Series 6 License

U.S. Army Reserve NCO Academy

IBM Marketing Education

Change Management Basics

Privacy Management

Principles of Project Management

Windows Solutions Conference Windows XP

What Matters Most Time Management Workshop

Information Security ICP

Information Security 101

Personal Development Seminar

Incident Management

Personal Productivity

Problem Solving

A+ Essentials Certification Training

A+ Practical Applications Certification Training

Network + Certification Training

ICND1 Certification Training

ICDN2 Certification Training

AWARDS AND ACCOMPLSHMENTS

IBM Corp, Data Systems Division Award

IBM Certified OS/2 Engineer, IBM Certified OS/2 Instructor, IBM Certified OS/2 LAN Server Engineer

IBM Certified OS/2 LAN Server Instructor

Co-Author, Inside OS/2 Warp, New Riders Publishing

Eagle Scout

Contact this candidate