yyyyyy x. yyyyyy 0000 xxxxxx xxxx , xxxx , xxxxx 00000
accomplished management professional with comprehensive operations experience seeking to utilize abilities in a challenging and professionally-rewarding role.
ø skilled in operations management, staff leadership and development, negotiation, problem-solving, technical support, customer service and departmental organization.
ø a+ and microsoft certified systems engineer (mcse) certifications; well versed in numerous software applications and systems.
ø consistently meet and exceed challenging business development objectives for building market share and recognition.
ø assure assignments successfully accomplished within time frame and budgetary parameters.
ø aligns work of self and others with corporate directives and goals, effectively prioritizing and evaluating efforts to assure excellence.
ø interacts well with co-workers/peers, valuing diversity in workplace and actively interacting with personnel from entire organization in support of company mission.
ø excellent multi-tasking communication and negotiation capabilities.
acd, peoplesoft crm, sql 6.1/8.0, altris, as400, microsoft word/excel/exchange, lan/wan, frame relay, routers, xcellent, pc anywhere, remoteware, omni-view, ups, kds, windows 2000/3.1, nt 4.0, hubs, remote printers, cabling, laser printers
brinker international 2002 - present
restaurant support services manager (2007-present)
ensure meeting customer service standards, problem resolution for restaurants and area/regional directors, employee development and coaching, and promote cooperative team environment.
recruit and train employees, build relationships with it support vendors, process supplier invoices and represent both restaurant and is support services interests in project teams.
analyze acd and crm data to make workload, call volume management and trends more efficient.
direct resources to accommodate increased call volume, provide strategic input on change management and perform administrative duties such as payroll, scheduling and overtime control.
ensure observance and attainment of work deadlines, perform strategic planning, implement processes and policies and develop teamwork among staff members.
- continued -
yyyyyy x. yyyyyy
tier 3 specialist (2004-2007)
utilized peoplesoft crm and altris to resolve complex technical problems, provide escalated customer support and ensure continuous communication between system users and other personnel.
ensured accuracy of call center statistics, documented all work, followed up on unresolved problems and tracked and analyzed ongoing issues.
front line analyst (2002-2004)
provided telephone technical support for stores, vendors, service providers and franchisees.
supported, installed, trained and answered questions regarding internally-developed and third-party applications.
troubleshot and repaired applications, hardware and fatal system crashes.
resolved time-critical problems such as end-of-night shutdowns and processing, payroll and end-of-year updates.
escalated appropriate problems and provided resolution attempt history to second-tier support.
coordinated maintenance with vendors and service providers and assisted with system installation and configuration.
facilitated special training on new equipment and applications, negotiated problem resolutions with frustrated store managers and communicated with various company and external parties.
roane state computer training center
a+ certification course, 2001
microsoft certified systems engineer (mcse) certification course, 2000
tennessee tech university, cookeville, tn
biology and geology studies, 1998
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