IT Manager

TROY A. KELLEY

*** **** ******

Columbus, GA ****4

Cell # 251-***-****

***********@*****.***

OBJECTIVE:

To apply my personable attitude and skills in computer information systems (C.I.S.)/Sales to a related long-term position for secure employment.

QUALIFICATIONS:

My ability to relate to individuals in a personal yet effective manner makes me a strong candidate for a position working either with the public or in an office environment. I am able to learn new tasks quickly and I work well with a team. I am also able to help make decisions on training requirements for team members and adjusting targets to suit the needs of the business. As well as, help resolve all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.

COMPUTER SKILLS:

• Windows NT, 2000, 98, ME, XP, Mac OS 8, OS 9, OS X

• MS Office 2000, Office XP, Access, Excel, MS Money, MS Works, PowerPoint, Outlook, Publisher

• ORACLE(SQL), Unix, Linux, SSR, Lotus Notes, SAP, Blue E, Clickon Billing, .NET, Active Dir.

• Certified Help Desk Professional, Insurance License in Life, Health, & Accident

EDUCATION:

1994-1997 Diploma, Macon County High School

1998-2000 C.I.S. Degree, South Georgia Technical College

2007-2010 Masters Degree (Business Admin), University of Phoenix

EMPLOYMENT:

2007-2008 Agent / Aflac

• Assist Clients in choosing the best benefit package for their business

• Assist Clients with filing insurance claims, and keep detailed files for each client

• Stay up to date on training for products and services; assist in maintaining current Aflac groups

• Make up to 30 cold calls per day, and maintain detailed records for follow-up contacts

2006- 2007 Team Lead/Client Services, SSI GROUP Inc.

• Support and maintain SSI products for medical billing services

• Support the administrative staff at hospitals in various regions

• Serve as the first point of contact for problem analysis and resolution

• Work closely with Tier 2 support on a variety of issues pertaining to all SSI Software

2002-2006 Team Manager/ Tech - Sales, AOL / Time Warner

• Managed the day–to-day planning, operation and problem-solving of a team

• Provided call monitoring, coaching and feedback to team members

• Delivered team sales, service level components, quality, productivity targets & indicators

• Conducted performance appraisal for the team, and detailed technical assistance

• Compiled reports on team’s performance and customer feedback.

• Contributed for the initial hiring and selecting process of the front line

2000-2002 Team Manager/Tech Support, Calltech Communications LLC

• Provided other agents with troubleshooting techniques, and advice on customer care

• Maintained a highly quality level of customer assurance

• Helped maintain professional and courteous work environment

• Helped resolve team members HR issues professionally

• Provided the customer with excellent second level technical support and customer service

References are available upon request.

Contact this candidate