Customer Service Office Administrator

Richard Jackson

PO Box ****, Lynnwood, WA *****-*898

********@*******.*** - 425-***-****

IBM RETIREE NOT requiring Medical Insurance

Authorized to work in the US for any employer.

HYBRID employment requested.

BOTHELL, WA resident 2004-2007 and Business Owner

TITLE: Sr. Administration Office Analyst and Technical Account SERVICE Coordinator

SUMMARY:

17 years in IBM FIELD Engineering COMPUTER SYSTEM SERVICE Administrative operations. I am a seasoned IT Business SERVICE DELIVERY and Operations Coordinator having 4 years of IBM computer systems operator experience and more recently 5 years as 1st Level IT support at an IBM Headquarter campus supporting 19 distributed print rooms for IBM Accounting HQ staff and executives.

I am a SERVICE DELIVERY COORDINATOR and ACCOUNT ADMINISTRATOR having technical expertise with an emphasis upon DELIVERING EXCEPTIONAL CUSTOMER SERVICE.

EXPERIENCE:

IBM Administrative Account Manager – Providing exceptional customer service is key to maximizing both customer satisfaction and revenue. I managed IT account SERVICE, Machine Level Control, Machine orders, Machine installation and discontinuance while coordinating and providing EXCEPTIONAL customer satisfaction. I also corrected database REVENUE and National Average Workload impacts which justified manpower and met and exceeded Operational Budget projections.

Bachelor’s Degree in Business Administration – Widener College

CYBERSECURITY TRAINING – TEXAS A&M online (2 years)

17 years in 2 IBM Field Service offices: IBM HQ sites and Commercial customers

IBM Computer International Network Operations and IT Facility Services coordination

Current STUDIES: Risk Management and Digital Forensics course studies, Governance, Risk and Compliance and Third Party (Vendor) Risk Management Studies known as TPRM

IBM Field Engineering Systems Performance Analysis

IBM Field technical support

Interface with plants and CHQ department executives

IBM – Revenue and asset control, Project Planning

I have experience in most aspects of Engineering Administrative Operations to include Revenue Control, Asset Control, Service Coordination, Project Planning and Computer Network International Operations. This includes the skills of analysis, problem solving, tactful and diplomatic Communications regarding project planning and customer assistance with exposure to accounts receivable and accounts payable operations in a 1 year project assignment in Marietta, Georgia.

For 17 years I assisted IBM Branch management with maintaining the operation of our Service Branch Office at or below financial expense expectations and ABOVE customer service requirements.

This was accomplished through Revenue Control, Machine Inventory Control operations, Asset Control, HR and other operational controls such as reports analyses and plant interface with (MLC) Machine Level Control.

YOUR REQUIREMETS are met and exceeded as evidenced during prior employment in areas as follows.

Oversees administrative workflow; applies specific knowledge of department policies and procedures in order to organize and coordinate work, and relieves staff of routine administrative detail; duties may vary according to job assignment.

Exercises initiative and independent judgment in performing administrative duties; applies judgment to resolving problems, analyzing data, and making decisions; tracks department issues and assures the effective communication of operational information.

Provides administrative support to management staff; creates and maintains database reports using specialized reporting programs; creates graphs and charts and provides database functionality.

Manages special projects and assignments, covering a wide variety of subjects requiring knowledge of procedures and policies of the assigned department; creates, edits, and processes memoranda, technical documents and other communications.

Maintains department files and library; collects and compiles statistical data; develops and creates administrative, technical, and statistical reports; updates manual and computer records and tracking systems; performs all administrative actions in compliance with City policy.

May provide administrative and office support to a board or commission, preparing meeting packets and meeting minutes, processing invoice, maintaining records, preparing reports and correspondence, and coordinating meetings and schedules.

Coordinates office activities; prioritizes and develops schedules in order to meet critical deadlines; maintains departmental calendars and schedules for department staff; coordinates and arranges meetings and staff travel arrangements; may supervise and review the work of department staff.

Provides information and assistance to constituents, visitors, and others having business with the City; responds to requests for information and resolves problems within the scope of authority; explains laws, rules, regulations, policies, and procedures; screens and routes calls.

Answers questions where judgment, knowledge and interpretation of City policies, procedures, and regulations are necessary; responds independently to inquiries when appropriate.

Receives and processes invoices, statements, and payment vouchers; monitors and evaluates expenditures and budget; orders supplies, materials, and equipment and maintains inventory.

Maintains file integrity and confidentiality by monitoring records and assuring compliance to City policies and procedures; assures the accuracy of the electronic and paper filing systems.

May participate in hiring and training new staff and researching training opportunities for current staff.

Supports the relationship between the City of Bothell and the constituent population by demonstrating courteous and cooperative behavior when interacting with clients, visitors, and City staff; promotes City goals and priorities in compliance with all policies and procedures.

Maintains and enforces confidentiality of work-related issues, client records, and City information; monitors staff compliance to security procedures and privacy laws, policies, and guidelines; performs related duties as required or assigned.

Minimum Qualifications

Education, Training, and Experience Guidelines:

Bachelor’s Degree in Business Administration from Widener College (now University) in Chester, PA and 24 years of increasingly responsible administrative support experience in IBM plus Small Business experience.

GRANDSON of the Village clerk of Scarsdale, NY, E. H. Jackson.

SON of the IBM finance manager for one of its divisions for EUROPE, AFRICA and a portion of Asia.

REVENUE CONTROLLER for 2 IBM Branch Offices ($3-$5 Million / mo)

CFO (former) for a condominium in White Plains, New York

DEVELOPING Knowledge of Bothel city operations and have current knowledge and experience in IBM in each of the following functional areas of administration.

1.Organization, operations, policies, and procedures.

2.Applicable policies, procedures, and regulations covering specific areas of assignment.

3.Administration policies, including accounting, budgeting, payroll, and personnel rules.

4.Professional standards for business correspondence, writing, spelling, and grammar.

5.Business and personal computers, and spreadsheet software applications.

6.Customer service standards and protocols.

7.Principles of record keeping, records retention, records management, and file maintenance.

8.Local community resources and regional community issues.

Skilled in: (Developed in IBM and in Small Businesses)

Working independently, maintaining composure and confidentiality, and working effectively in a high-pressure environment with changing priorities.

Using initiative and independent judgment within established procedural guidelines.

Planning, prioritizing, and completing assignments with minimum supervision.

Writing professional reports and correspondence from brief instructions.

Establishing and maintaining effective working relationships.

Dealing tactfully and courteously with the general public and other staff.

Operating a personal computer utilizing specialized software; entering information into a computer system with speed and accuracy.

Communicating effectively verbally and in writing.

DEVELOPING SKILL IN:

Understanding and applying relevant rules, ordinances, codes, regulations, policies, procedures, administrative orders, and other governing regulations to Bothell city operations.

LICENSE AND CERTIFICATION REQUIREMENTS

YES, I HAVE: A valid Washington State Driver's License.

QUALIFICATIONS / EXPERIENCE

Liaising with customers, suppliers and other staff at IBM

Collecting, organizing and storing information using computers at IBM and Business Operations Analysis

Assisting with operations at IBM and US Military Veterans TBI/PTSD Family Center as Director of Planning

Consulting and supporting clients .

Assisting with local ordering and technical research of equipment at IBM and Columbia Chemical Company of Marietta, Georgia.

Completion of Machine purchase requisitions at IBM

Assists and coordinates with project planning IBM

I have 24 + years of Engineering Administration experience and a contract that led to retirement.

I have operational and repair experience in most office equipment to include PCs, printers and Mainframe Computers.

I have strong PC skills.

I have skills: Analytical, reading, writing, and math skills.

My Tact and diplomacy in internal and external interactions are proven and documented by multiple awards from line management and VPs, a Senior IBM VP and positive letters from 12 executive staff members.

About Me:

(6+ years) years of college (BS Degree) and vocational training plus relevant work experience including accounting.

(17 years) Proven experience in an engineering administrative role.

Strong organizational skills with attention to detail and the ability to multitask effectively.

Excellent written and verbal communication skills.

Proficiency in using office software and tools to include Microsoft Office Suite.

Recognized and awarded many times by Managers and executive staff for having a Customer service-oriented attitude with the ability to handle inquiries and resolve issues in a professional manner.

Tech-savvy with the ability to provide mechanical support.

Ability to adapt to changing situations and take initiative to solve problems.

Positive and collaborative attitude, with the ability to work well within a team and as an individal work setting.

SKILLS:

Detail-oriented analyst, uses sound judgment; and is self-motivated with the ability to handle multiple tasks, team worker, methodical, solo or collaborative decision-maker

Past professional organization membership:

AICPA – American Institute of CPAs

APICS – Operations Management

PMI – Project Management Institute

DPM – The Digital Project Manager

ISACA – Information Systems Audit and Control Association

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