Clyde Pendleton Email & Phone Number

Office Of Personnel Management (Opm)

Quality check incoming documents for appropriate, correct accounting data and record agency funding in OPM’s accounting system (GFIS and currently CBIS).Create customer invoices and post revenue according to Project Manager’s delivery or projects/agreements. Process Credit Card payments from agency customers, fax receipts and apply same to the appropriate invoices. Investigate and assist Government agencies with reconciling IPAC and 1080 invoices as well as full account reconciliation. Supply back up documentation for aforementioned IPAC and 1080 invoices. Communicate with OPM Project managers at all levels and agency customers via phone, fax and email.

Supervise shifts for the Support Center Department processes and personnel through daily supervision of employees. Set goals and priorities for all staff under my supervision in a manner that allows optimization of customer service. Monitor progress on a daily basis and intervene as appropriate to see that company goals and guidelines are met. Provide training and tools necessary to staff to efficiently perform their duties (access to databases, passwords, documentation, specialized training, etc.) Act as the escalation point for customer and dealer support calls. Provide feedback to management regarding the performance of support center staff. Provide technical and operations support to end-users and/or authorized dealer’s for specific applications, related 3rd party software, hardware, operating systems (DOS, UNIX, Windows NT, Windows 2000), and networking. Investigate and resolve cases escalated from sales team and customer support reps, assist managers with developing action plans, including identifying key new features to be incorporated into department training. Keep current on new products & releases; assists with in-house and field testing of new products & releases; assist with preparation of technical training and documents to dealers, employees and end-users.

Rockville Md

INTERNET AND EMAIL SUPPORT TECHNICIAN, SNYDER COMMUNICATIONSAPRIL 2000 – OCTOBER 2000First line troubleshooting technician in a high volume call center. Handling inbound and outbound support calls on an Aspect ACD system. Creating and closing trouble tickets with E-Center Database. Solving user complaints and problems to include Email, Dial-up Connection setup, DNS, Proxy Server, TCP/IP settings and Configuration. Internet Explorer, Outlook 97,Outlook 2000, Outlook Express, Netscape Communicator,Netscape Messenger and Eudora Support. Software download, and/or install. Pinging servers using command prompt and initiating trouble tickets for Server Connectivity problems and providing follow up on open trouble tickets

Novell Netware Administration

Education record