OBJECTIVE
Seeking an opportunity with growth potential with a Silicon Valley company that will allow me to enhance my skills in web design and Internet application support.
More than 13 years experience supporting mainframe applications, with some web applications support, in a help desk environment for the US Postal Service.
A quick student, who is willing to learn new skills and anxious to prove myself.
IDEAL JOB
� Ongoing challenges for Internet effectiveness
� Designing and creating web pages
� Updating web pages, as needed
� Providing telephone and face-to-face consultation to customers
� Cyber Marketing
� Offline Marketing
SKILLS
� Customer Service
� Team-Player
� Analytical
� Troubleshooting
� Professional Telephone Etiquette
� Interpersonal Communications
� Written Communications
� Public Speaking
� INTERNET
� HTML
� PC
� MS DOS
� Windows 3.x/95/98
� Carbon Copy
� PCAnywhere
� MS Internet Explorer
� Netscape Navigator
TECHNICAL TRAINING
� Micro Soft Access | Datatrain | San Francisco CA | 10/96
� dBase IV | Datatrain | San Francisco CA | 10/96
� Ms-DOS Advanced | Datatrain | San Francisco CA | 09/96
� PC Troubleshooting | Datatrain | San Francisco CA | 01/96
� PC Configuration and Troubleshooting | Learning Tree Int�l | Reston, VA | 09/93
� Microsoft Word: Beginning-Advanced | ComputerWare | Palo Alto CA | 04/90
� Understanding Data Communications | Data-Tech Institute | Hackettstown, NJ | 04/90
� PC DOS/Maintenance/Security | OPM | US Government | 02/89
COLLEGE EDUCATION
1990 1990 | DeAnza College | Management Science | Certificate 06/90
1986 1987 | Canada College | Paralegal Studies
Management Studies
1986 1986 | City College of San Francisco | Labor-Management Relations
1986 1986 | San Francisco Community College | Interpersonal Communications
1976 1977 | City College of San Francisco | Business Administration
1971 1973 | Santa Rosa Junior College | Forensic Speech
ATTRIBUTES
� Detail Oriented
� Analytical
� Investigative/searches for significance
� Amicable
� Acquires/retains information quickly
� Seeks to organize things and people
� Creative/inventive; likes new ways of doing things
� Enjoys problem-solving; able to conceptualize, abstract, synthesize
� Diverse interests and abilities; versatility
� Willing to learn
� Willing to work
� Honest
ACHIEVEMENTS
� Several recognitions for exceptionally, Outstanding customer support services
� Advanced from the position of Customer Support Technician to Customer Support Specialist within two years.
� Attained the position of Computer Systems Specialist after one year as a Customer Support Specialist
� Compiled and presented a telephone skills seminar for Postal Customer Support Departments in California and Minnesota.
� Executed editor-in-chief duties for a Postal newsletter, which provided information and technical guidance for several thousands online employees
EXPERIENCE
05/87 - Present | USPS, Information Service Center | San Mateo CA
� Identify problems and causes
� Secure relevant information
� Develop solutions to problems
� Determine effective use of resources to accomplish organizational goals
� Follow up on activities to ensure that they are on target, and on time
� Represent department at next higher management level
� Maintain relationships with subordinates, superiors and customers
� Provide honest, constructive feedback and positive recognition
� Handle interpersonal conflicts
� Communicate technical information and instructions in writing and orally to achieve desired results
� Present technical information at a level appropriate to the audience
� Facilitate information flow within the department
� Provide first level support to end users by troubleshooting, analyzing and resolving mainframe and web application, software, hardware and teleprocessing problems
� Interface with internal organizations to route calls and/or obtain the needed information to resolve customers� problems
� Train and develop lower level support reps on support methods
� Support DOS to mainframe applications, standalone computer platforms, and TCP/IP problems
� Monitor computer system jobs status in System Display and Search Facility (SDSF)
� Retrieve information or system messages on jobs or started tasks via OPSLOG
� Create, edit, allocate, copy and delete data sets by utilizing ISPF/PDF
� Monitor/track customer problems with a dedicated "help desk" (REMEDY) database
REFERENCES: Upon request.
