Technical Support / Help Desk, ERP, Call Center
Resume:
MATTHEW MURBACH
Atlanta, GA 30341
********@*****.***
PROFESSIONAL SUMMARY
Highly analytical and personable professional with experience in technical support (4 years), enterprise resource planning (5 years), information technology (6 years), call center environments (8 years), financial services (7 years), counseling (4 years) and higher education (2 years). Extensive education in information technology, business, finance, economics, statistical analysis, mathematics and counseling.
PROFESSIONAL EXPERIENCE
TECHNICAL SUPPORT
Took over 7,000 calls in a help desk setting, providing extensive telephone, dial-in, and online support for customers, affiliates and colleagues for several versions of an ERP software package.
Assisted with installation, implementation, upgrades, error handling and training.
Supported sales orders, purchase orders, inventory management, accounts payable, accounts receivable, general ledger, sales analysis, and specialized software modules.
Programmed updates and custom modifications on customer systems.
Assisted with hardware and UNIX and Windows operating system problems.
Worked with Microsoft Access, Crystal Reports and SQL.
Wrote technical and educational documentation for colleagues and customers.
Reduced a backlog of over 700 calls down to zero.
Received the highest score on an aptitude test in the company's history.
Manager stated that I am the quickest learner of the position that he had ever worked with.
PROGRAMMING AND COMPUTER
Passed an A+ certification exam.
Programmed in ProvideX, Business BASIC, C, Pascal, and assembly language.
Worked with Windows 7, Vista, XP, NT, 2000, 98 and 95, UNIX and DOS operating systems.
Worked with Microsoft Word, Excel, Powerpoint and Access and with OpenOffice.
Wrote a package handling program for a small business.
Published a game program in a national magazine.
FINANCIAL ADVISING
Designed comprehensive financial strategies focusing on cash flow and debt management, emergency fund creation, insurance protection, and long-term savings and investment.
Examples of clientele include a senior vice-president of a financial services software company and four recipients of the assets of a trust worth approximately $600,000.
SECURITIES
Marketed mutual funds, variable annuities and variable universal life insurance.
As a branch office supervisor, evaluated, corrected and approved securities business.
Maintained branch office literature and paperwork.
Trained registered representatives.
INSURANCE
Marketed variable, universal, whole, final expense and term life insurance.
Marketed Medicare health plans and mortgage protection, health, disability, long term care, accident and sickness, critical illness and cancer care insurance products.
Marketed variable, indexed and fixed annuities.
Assisted clients with claims and other service matters.
MORTGAGES
Determined the most appropriate mortgage for a borrower’s situation.
Assisted potential borrowers in filling out mortgage applications.
Collected and delivered additional required documentation.
COUNSELING
Took over 20,000 calls at the hotline for an international non-profit agency.
Counseled clients who are in difficult relationship, family or financial situations.
Connected clients with local resources and social services.
INVENTORY MANAGEMENT
Using J.D. Edwards software in an AS/400 environment, coordinated the receipt, initial placement, movement, consolidation, and activity confirmation for hundreds of products.
EDUCATION
Taught two Math For Business courses and one Modern College Math course, personally designing all curricula, and assisted with teaching several social science courses.
Conducted research for several professional journal articles.
EMPLOYMENT HISTORY
Medicare Health Plan Specialist, Southeast Community Care, Macon, GA
Senior Product Specialist, Retirement Protection Services, Sandy Springs, GA
Insurance Professional, Senior Life Services, Atlanta, GA
Medicare Health Plan Specialist, TruBridge, Tucker, GA
Insurance Professional, Combined Insurance, Atlanta, GA
Loan Officer, Global Lending, Dunwoody, GA
Insurance Professional, Total Mortgage Protection, Home Office in Wellington, FL
Counselor, Birthright, Chamblee, GA
Branch Office Supervisor and Registered Representative, World Group Securities, Duluth, GA
Insurance Professional and Senior Loan Officer, World Financial Group, Duluth, GA
Technical Support Specialist, Software Solutions (acquired by INFOR), Duluth, GA
Inventory Coordinator, Libbey Glass, Toledo, OH
Instructor, Owens Community College, Rossford, OH
LICENSES AND DESIGNATIONS
Life, Accident and Sickness insurance license in Georgia and several other states.
Series 6, 63, and 26 securities licensed from 2001-2004.
EDUCATION
BOWLING GREEN STATE UNIVERSITY – Bowling Green, OH
Master’s Degree in Human Development and Family Studies
Bachelor of Science Degree in Psychology
CARNEGIE MELLON UNIVERSITY – Pittsburgh, PA
Bachelor of Science Degree in Applied Mathematics and Managerial Economics
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