Zealous Individual

Latricia Gary

*** ***** ********* #**** ∙ Webster, TX ∙ 77598 ∙ 832-***-**** ∙ ********.****@*****.***

Summary of Qualifications

Highly motivated, experienced Information Technology professional seeking an opportunity to contribute technical aptitude, education, and knowledge to an industry leader. Dedicated, loyal professional with extensive project management experience and demonstrated organizational skills. Proficient in development of training objectives, facilitation of special projects, and both oral and written communication, with outstanding leadership abilities.

Professional Experience

General Electric Oil & Gas/Hydril, Houston, TX 06/2008 – 12/2008

Help Desk Coordinator

• Monitored incoming emails and phone calls to the help desk, and subsequently assigned and completed work orders utilizing a specialized ticketing system for maximum efficiency.

• Effectively resolved remote site and local PC hardware and software malfunctions, network issues, communication problems, standard and customized Windows applications, and managed Active Directory and Blackberry Enterprise Servers.

• Managed and updated internal systems, applications, and programs, and communicated changes to management to ensure smooth transitions and minimize productivity loss.

• Processed purchase orders and other transactions utilizing dedicated software applications in accordance with manufacturer specifications and company guidelines.

• Logged and tracked assets for hardware, software, and software licensing, and updated vendor logs daily for accurate recordkeeping.

Shell Oil, Houston, TX 01/2008 – 06/2008

Operations Management: Regional Associate

• Oversaw dispatching and fulfillment of service requests by receiving incoming calls, delegating service orders to drivers within assigned regions, responding to fuel emergencies appropriately, reviewing billing reports, and thoroughly documenting actions completed.

• Facilitated communication regarding conflicts, inquiries, complaints, and issues, and subsequently took appropriate actions to resolve issues effectively, and reviewed retailer service requests for further conflict resolution as needed within specified service level timeframe.

• Maintained a thorough understanding of customer needs to identify possible issues impacting deliveries, performance, and operations for optimum efficiency and total client satisfaction.

• Placed fuel orders utilizing SAP interface, and processed billing portion of fuel orders accurately and efficiently.

Verizon Wireless, Houston, TX 03/2006 – 01/2008

Data Coordinator Lead

• Managed a team of 12-15 call center representatives which included positive leadership and goal communication, training, maintenance of call quality monitoring system, coordination of team initiatives, bi-monthly performance reviews for consistency and excellent call quality, scheduling/time management, and even workload distribution.

• Created, developed, and maintained project plans, monitored market changes to adapt strategies accordingly, and facilitated communication with management via weekly and monthly reporting on team performance and statistics.

• Acted as the primary contact for training in the areas of billing and technical systems, and implemented improvements based on related information to increase workplace efficiency.

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Verizon Wireless, Houston, TX 02/2004 – 03/2006

Technical Support Representative

• Received incoming and placed outgoing phone calls via an Automatic Call Distribution (ACD) system to provide superior customer service and technical support for wireless and data products.

• Maintained a working knowledge of cellular telephony principles, switching systems including Motorola EMX 250, Lucent, and Nortel, RF signaling, cell site technology, and switch interface systems in order to provide top level support.

• Diagnosed, troubleshot, and resolved cellular telephone technical issues, accurately explained features and benefits of wireless products to customers, made recommendations of products based on needs and budgets, instructed callers on set-up of manual network connections, Pop and SMTP servers, serial and USB connections, and voice/data functions in compliance with manufacturer specifications.

• Accurately documented all work performed for accurate recordkeeping and up-to-date customer records, assumed special projects as requested by management, and facilitated communication between customers and call center supervisors to resolve issues, inquiries, and complaints in a timely manner.

Verizon Wireless, Pearland, TX 09/2002 – 02/2004

Retail Store Technician

• Completed repair, replacement, and troubleshooting of cellular equipment, and provided customers with training on proper usage and advanced features of products.

• Provided outstanding customer service by answering inquiries accurately and courteously, completing monetary transactions efficiently, and up-selling accessories and other equipment resulting in leading data sales in the south region.

• Reviewed, recommended, and implemented new processes to improve store efficiency, coordinated with retail sales representatives to identify trending patterns, risk areas, and appropriate steps for fraud minimization, and performed daily inventory audits of cellular equipment to prevent loss and associated costs.

Verizon Wireless, Houston, TX 03/1999 – 09/2002

Business Support Analyst

• Provided service to 75-80 customers per day regarding billing issues, technical and roaming assistance, rate plan analysis, and troubleshooting while maintaining complete privacy protection for total client confidence and satisfaction.

• Assisted national business accounts with billing issues and disputes, performed monthly visits to ensure account needs were satisfied, advised clients on benefits and account management, ordered equipment via email and verbal orders, and conducted internal audits at clients’ request.

Education

ITT Technical Institute, Webster, TX

Associate of Applied Science, Information Technology- Computer Network Systems

Anticipated Date of Graduation: June 2011

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