Customer Service Technician

ROBERT BENEDETTI

**** ***** ****, **. ****

Farmers Branch, Texas 75244

mobile / txt: 623-***-****

e-mail: *************@*******.***

OBJECTIVE

To work for an organization that offers challenging and gratifying work opportunities, fosters growth and values excellence.

EDUCATION

B.A. in Education Arizona State University

M.A. in English, Technical Writing Northern Arizona University

PC SKILLS

Platforms: Mac OS and PC (Windows, Linux)

Applications:

MS Office suite including MS Access, Visio and FrontPage

Adobe suite including Photoshop, InDesign, FrameMaker, Acrobat

Web Content HTML, FTP, WordPress; Interwoven Mediabin, TeamSite

Certifications: CompTIA Network+, A+, MCP

WORK EXPERIENCE

Web Editor, Data Analyst | Alleare for Hilton Worldwide

Jan. 2012 to July 2012

• Analyze, manage Hilton hotel revenue data in Access

• Quality Check for rate accuracy

• Load Web site graphics and edit text in CMS software

• Workflow process documentation

• Configure, deploy content for 2,000 hotel properties

• Deliver content within designated SLAs

Production Technician | Spherion for Hewlett Packard

May 2010 to Jan. 2012

• Large-scale computer configuration/deployment

• Train new team members

• Project and track productivity, generate reports

• Serialize hardware and record EULAs

• Order, ship and maintain parts inventory

• Technical writing, editing of workflow processes

• Document management, version control

• Deliver content within designated SLAs

Network Technician | Osborn Schools

Jul. 2008 to Apr. 2010

• Field, on-site and phone support for 750 PC users

• Budget, design, beta test, implement roll-outs

• Technical writing, editing (schematics, processes)

• Document management, version control

• Order, ship, manage IT-related inventory

• Track productivity and generate reports

• Serialize and maintain inventory of hardware and EULAs

• Work in pressured situations to restore service

Staff Writer | The Daily Southerner

Oct. 2007-Jun. 2008

• Cover education and municipal news beats

• Use various news writing styles

• Create graphics, breakouts, cutlines and heads

• Volume edit incoming copy using AP style

• Version control in proprietary system

• Use research tools (PACER,Law360.com)

• Follow style guides to integrate copy and art with Quark

• Farmtrac investigative news articles published by Associated Press and BusinessWeek.com

• Work under tight deadlines

Copy Editor | Kinston Free Press

Apr. 2007-Sep. 2007

• Volume edit incoming copy using AP style

• Manage photo art, graphics, breakouts, cutlines and heads

• Follow style guides to integrate content with Adobe InDesign

• Load Web site content with CMS software

• Version control using Olive Systems

• Contribute written content upon request

• Work under tight deadlines

Web Columnist, Editor | SheKnows.com

Feb. 2006-Jan. 2011

• Compose commentary on "American Idol"

• Edit Entertainment content

• Load Web content with WordPress

• Generate various SEO, photo and text content packages

• Work under tight deadlines

PC Technician | Contractor

Apr. 2004-Feb. 2006

• Large-scale computer configuration/deployment

• Build, deploy and archive PC Ghost images

• On-site client data backup and transfer

• Project and track productivity, generate and update client billing and all other documents

• Serialize and maintain inventory of assets (hardware and EULAs)

• Work under pressure on projects and repairs

Reservations Agent, Support Rep. I | Southwest Airlines

Aug. 1996-Apr. 2004

• Field L1-3 customer service and support calls

• Weekly department training bulletin writer, editor, coordinator

• Remotely support ticketing, boarding at 60 airports

• Assist with Web admin in MS FrontPage

• Build relations with lawmakers in Key Contact program

• Work under tight deadlines

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