Customer Service Manager

ROBERT L. EMERSON

**** ********* ***** ********, ** 60074 847-***-**** *********@*******.***

I.T. SECURITY SPECIALIST / DATABASE MANAGER / END USER SUPPORT

Experienced professional with more than 20 years of technical experience and a background of supervisory success. Accurate and efficient, professional with solid computer, communication, and customer service skills. Proven ability to organize workflow and meet strict deadlines. Functional expertise in network management, software development, operations management, systems installation, telecommunications, and software management.

PROFESSIONAL EXPERIENCE

BP AMOCO Naperville, IL

IT Tech. (2005 – 2010)

Diagnosed and resolved P.O.S problems for over 10,000 end users. Help set-up P.O.S. software and bring Stations on line. Solved all networking issues by running diagnostics tests on the site. Worked with the following P.O.S Devices: Ruby, Radiant, Nucleus, Data card, MSI, and Retalix.

Accomplishments

• Recognized for exceeding customer expectations and providing an outstanding level of service.

• Received recognition for support during a planned electrical outage.

• Designed recommendation document to change wait time from 30 to 60 seconds for DSL routers.

• Initiated queries that resolved missing and incorrect data entries after implementation of a new information system.

OFFICE MAX Naperville, IL

Database Manager (2000 – 2005)

Troubleshoot and resolved database problems for end users. Created user IDs, passwords, and access privileges. Key decision maker regarding new database software purchased. Conducted testing of upgraded versions of database software prior to end-user release. Installed software at individual workstations. Served as a liaison between the software company and all end-users. Downloaded monthly exports into the company website. Performed queries to keep the database clear of all unnecessary items. Assisted the MAC/LAN supervisor as well as the database coordinator that included pre-production page creation, price importing, and SKU updating.

Accomplishments

• Upgraded older database to newer one and increased catalog production without adding any personnel.

• Trained existing and new employees on how to make more efficient use of the database.

• Suggested switching software application for improved performance.

ROBERT L. EMERSON CHASE BANK Chicago IL

Risk Asset Management (1981 – 2000)

Recorded financial information regarding at risk commercial loan clients to decide which funds were available for use or needed repayment. Served as a liaison between the main office and the Detroit branch for problem resolution. Created user IDs, passwords, and access rights for various personnel, LAN, bank applications, and software. Maintained the tape backup system. Balanced general ledger and back up on bulk-offset accounts. Processed transfers, pay downs and credit increases. Resolved various customer problems. Received six promotions during tenure with the company.

Accomplishments

• Responsible for moving from current location to new location to ensure move would be error free.

No Clients were lost and increased our client base.

• Traveled to Detroit to supervise group of 4 individuals on training of new software applications for conversion purposes.

• Involved in improving the process of Auto Drafts going through main frame computer and to be applied to Application to eliminate mistakes. Increased the number of Auto Dealers without adding any additional personnel.

• Involved in 5 system conversions due to bank mergers.

• Implemented faxing from personal computers so Administrative Assistant would be more productive.

TECHNICAL PROFICIENCIES

*COBAL, C, C++, Visual Basic, PL/SQL *Windows & MAC Operating Systems

* Oracle & Pindar Database Systems * LAN Security, Lotus Notes, Win frame

EDUCATION & PROFESSIONAL DEVELOPMENT

Computer Learning Center Schaumburg IL 1998- 2000

McHenry County College – A.A.S. in Business, Accounting 1976

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