Robert H. Eaton e-mail: zj4lmd@r.postjobfree.com

**** *********** **. *****: 972-***-****

Garland TX 75041

Career Objectives:

To obtain a position with a successful company and use my technical, and management skills to help solve customer problems, both hardware and software, and bring about successful resolutions for both the customer and the company.

Functional Summary:

12 + years of Management and Supervisory Experience. Two years Oracle 11i CRM Implementation experience. Oracle CRM Administrator and CRM Territory Manager Also have experience in Oracle training for company products, soft skills, front-line skills, Supervisory/Manager Training and Microsoft Office skills.

Employment:

11/2001 to 08/2011 Fujitsu America, Inc. Call Center – Richardson, Texas

Oracle Implementation Team

Responsible for researching needed information, such as Priority Code, Component Codes, Skill Sets, Skill Set Ratings, Resources, Field Engineer Shifts, Company Roles, Groups, Planner Groups, Territory Setup Calendars and importing this into Oracle, either manually for small sets of data or creating Data Loads for large sets of data. Set Naming Convention for Field Engineers and Contractors. Wrote training manuals for Call Managers, Field Managers, Service Delivery Manages, Call Coordinators, and CRM Administrators.

Call Center Manager/

Managed Field Engineers through out the continental United States and Canada. Position entails the use of Oracle 11i software, Microsoft Streets and Trips, Customer Information Bulletins, and Internet Explorer. Duties include reviewing trouble tickets, calling customers to set ETA per contract SLA’s and directing the appropriate Field Engineer to customer site to meet SLA.

11/2000 to 7/2001 T-NETIX, Inc

Client Services Manager

Using management/supervisory experience, lead and directed multiple projects simultaneously, delegated work to subordinate employees. Managed the merger of two different Help Desks, one in Denver CO. and the other in Carrollton, TX. Into one located in Carrollton, TX. Managed all activities related to help desk services and procedures. Responsible for recognizing, identifying, isolating and resolving problems, ensuring problems were identified and resolved in a timely manner satisfaction, and reduce costs. Had the sole responsibility of interviewing, hiring, and terminating employees of the Help Desk. Provide training for assigned help desk(s) and other support groups.

1/2000 to 11/2000 epicRealm, Inc.

Customer Service Manager

Managed daily operation of a 7x24 Help Desk. Maintain scheduling so that all shifts are covered. Help resolve customer issues through escalation process to the satisfaction of the customer. Maintained working relationship with customers on a daily, weekly, and monthly basis. Create daily, weekly, and monthly reports to be given to upper management.

References and other employment will be provided at your request