Cleta Darnell

**** ****. **

Amarillo, TX *****

806-***-****

Email: u9d1ko@r.postjobfree.com

OBJECTIVE

I am searching for a job in which I can use my analytical, computer, and/or writing skills to their greatest advantage

WORK HISTORY

11/2008-4/2009

Teleperformance, USA Clearfield, UT

Job Title: Technical Service Representative

Duties:

Answering incoming calls from Dell business computer owners.

Troubleshooting technical problems and determining the best resolution for issues as they present themselves, including remote connection to computers for in-depth troubleshooting.

Dispatching parts and/or technicians as needed.

Educating customers on proper usage and maintenance of computers.

4/2008-11/2008

A C S http://www.acs-inc.com/ Salt Lake City, UT

Job Title: Customer Service Specialist

Duties:

Answering incoming calls from Verizon Wireless customers.

Analyzing and explaining bills.

Performing Assumption of Liability processing to transfer accounts from one customer to another.

Performing basic troubleshooting on mobile telephones.

Activating, programming, and testing new and replacement mobile phones.

Processing payments.

Using proprietary applications to gather data, research issues, and process requests as needed.

5/2007 – 4/2008

Alorica, Inc Magna, UT

Job Title: Agent

Duties:

Answering incoming calls from Gateway and eMachines computer users.

Troubleshooting technical problems and determining the best resolution for issues as they present themselves.

Sales of accessories and Extended Service Plans.

4/2006 – 9/2006

SIS Consulting Casselberry, FL

Job Title: Onsite Tech/Independent Contractor

Duties:

Installed and configured replacement POS terminals at restaurants.

Documented processes I used to resolve specific issues with terminals as they arose.

Shipped old equipment back to Radiant office.

Returned service call completion documentation to SIS Consulting.

11/2005 - 2/2006

NetDeposit, Inc Salt Lake City, UT

Job Title: Deployment Engineer

Duties:

Installed and configured on-site check capture hardware and software.

Trained bank personnel on use of on-site check capture hardware and software.

2/1999 - 11/2005

Utah Dept of Health /Bureau of Medicaid Operations Salt Lake City, UT

Job Title: Technical Support Specialist

Duties:

Maintained and programmed an AVAYA Conversant from 4/1999 through 12/2004.

Wrote an auto-index program for AVAYA Conversant to allow for call-routing to outlying Bureau of Eligibility Services offices through a central phone line.

Provided technical specifications for a Request For Proposals for a new IVR.

Evaluated technical worthiness of resulting proposals.

Managed the installation and programming of the new Encore IVR (purchased from EPOS, Inc.)

Made changes to programming on IVRs (Conversant and Encore) as needed.

General Computer Tech duties:

Performed troubleshooting, maintenance, and programming of PCs and assorted software.

Programmed and maintained databases.

Monitored system problems and worked toward solutions.

Gathered data and formatted it for supervisors' use.

Trained coworkers in effective usage of computers, software, etc....

3/1998 - 8/1998

Solutions, Inc. Amarillo, TX

Job Title: System Engineer

Duties:

Provided telephone and hands-on computer hardware and software support for a chain of check cashing stores.

Configured PCs for use in retail environment.

Installed and configured small peer-to-peer networks for effective information sharing within stores.

6/1997 - 3/1998

Interim Personnel/Wiskes-Abarres Communication/Cumulus Broadcasting

AKA Z-93 or 93.1 FM Radio Amarillo, TX

Job Title: Receptionist

Duties:

Started as a temp through Interim Personnel and progressed to permanent employment for a radio station. Duties included:

Greeted visitors

Managed the "prize cabinet".

Created advertising materials in conjunction with sales personnel and Disc Jockeys

Performed some minor computer hardware/software work.

Incorporated programming in Excel spreadsheets used by corporate headquarters for better readability.

General office duties as needed.

3/1994 - 6/1997

Alltel Information Services Amarillo, TX

Job Title: Item Processing Clerk

Duties:

Prepared and processed fine sort and capture items for banks.

Performed day-to-day operation of Unisys Micro-A computer system.

Ran DP-1000 and IBM 3890 reader/sorters.

Assisted IBM mainframe operators with tape and print duties.

Performed reject reentry, capture balancing, and general research of missing, misread, or damaged data.

Performed troublehooting duties of hardware and software problems on Unisys system, sorter, and printers.

Analyzed production issues pertaining to system interoperativity .

Produced billing reports.

Assisted with statement rendering for multiple banks.

Performed routine incremental backups and file restorations, including tape librarian duties.

Education

University of North Texas Denton, TX

Degree: Bachelor of Arts

Major: English Composition and Language

Minor: Computer Science

Graduated: 1993

Amarillo College Amarillo, TX

Degree: Associate of Applied Science

Major: Computer Information Systems

Graduated: 1989

AVAYA University Denver, CO

Course Name: BTC301H -- Advanced CONVERSANT Programming

Course Subject:

Instruction to supplement my self-taught skills in maintaining and programming a Lucent/AVAYA Conversant Interactive Voice Response System.

Course Date: January, 2001

Business Communications Systems/Lucent Technologies Atlanta, GA

Course Name:

BTC112H -- CenterVu Call Management System Administration

Course Subject:

Instruction on handling a Lucent Call Management System.

Course Date: December, 1999

EPOS Corporation Auburn, AL

Course Name: ScriptExpress Developer's Training.

Course Subject:

Maintaining and programming the Encore Interactive Voice Response (IVR) System.

Course Date: November, 2004

New Horizons Computer Learning Center Salt Lake City, UT

Course Name: Microsoft Access 2000 -- Level 3

Course Date: March, 2004

Course name: Microsoft Access 2000 -- Level 2

Course Date: December, 2003

Skills

Programming

Access Database Programming

Assembly Language/TAS

C Programming Coursework

Cobol Programming Coursework

CONVERSANT Programming (Scriptbuilder)

Visual Basic Programming

Paradox Programming

Pascal Programming Coursework

Operating Systems

DOS/Unix/Linux Batch Programminng

VAX/VMS

UNISYS OS/Reader-Sorter

Windows (3.1, 95, 98, ME, 2000, NT, XP, Vista)

Semi-official UNIX system administrator for Utah Bureau of Medicaid Operations IVR – 6 years.

Hardware

Hardware Setup/Computer Configuration

Hardware/Software Troubleshooting

UNISYS Computer System and Reader-Sorter

IBM 3890 Reader-Sorter

Personal computers

Printers, scanners, and other peripherals.

Office/Productivity & Other

MS Office Suite (95 – 2007)

PowerPoint

PrintMaster, PrintShop

Project Management

Technical Writing/Documentation

Training (Individual and Group)

Visio

Wordperfect Suite (ver 3.2 – 2003)

Medicaid Medical Information System (MMIS)

Various proprietary software applications used by employers.

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