Invoicing specialist; bookkeeping; responsible for setting up new jobs as contracts come in; financial reporting; payroll reporting; general office management; database administrator; liason with multiple clients and their various software systems we need to access.

RV glass industry. Handled insurance claims; selecting installation shops and scheduling; handled warranty issues; solely responsible for cash sales (ie non-insurance claim glass purchases).

■ Provide excellent customer service by fulfilling warranty obligations. Receive incoming calls from customers citing issues with recent auto glass installations; schedule service for Safelite technicians to make repairs and when necessary; coordinate with car dealerships and/or body shops to make further repairs. ■ Make outbound calls to follow-up with customers to ensure that repairs have been completed and that the customer is completely satisfied with the services provided by Safelite. Deal with internal and external customers, vendors, etcetera.■ Assist with assorted departmental duties as needed such as addressing issues left over-night via voice mail; handling complaint surveys; queue management; serving as supervisor when necessary; issuing check requests and preparing credit card reports for Accounts Payable.

■ Managed technical work queues in the Peregrine, EURC and Gateway ticketing systems. Ensured that workload was evenly distributed among technicians across multiple locations both domestic and abroad.■ Created/updated/maintained an attendance monitoring spreadsheet in Excel called Time Tracker - a complex, multi-sheet spreadsheet that calculated various types of time off for roughly 100 technicians spread multiple locations. Time Tracker was divided into teams for easy-to-read data used by management. All calculations occurred via hidden sheets, providing a clean, easy to follow spreadsheet. ■ Scheduled meetings; acted as liaison between departments and management; handled coordination of scheduling staffing; participated in budget discussions and relayed information regarding amounts, timing, etcetera.■ Single Point of Contact for GTI regarding an in-house request ticketing system called EURC. Attended meetings and daily status calls with the group responsible for coding and maintaining EURC. Submitted regular reports to my management chain and the EURC team detailing issues, remediation of previously reported issues, and any newly discovered needs within the system. I was charged with the distribution of EURC tickets to GTI's Remote Desktop Technicians (RDS), and load-balanced the tickets among the team. I regularly tested the system myself – opening/closing request tickets, running reports, following processes from beginning to end as an end-user would do in order to ensure both that the system worked properly and to ensure ease-of-use for the clients.■ Single Point of Contact for GTI regarding a Retail Line of Business application called Gateway. As with EURC, I tested the system, ran reports, attended meetings, reported back to management and the Retail Line of Business, and was solely responsible for the distribution of Gateway tickets to a select group of RDS technicians.

■ Responsible for Novell LAN administration, remotely resolving PC issues, fulfilling software requests and assorted project work. Go-to person for the team.

■ Remotely resolved software installation requests. Handled escalation pages for desktop support and worked with management to get the issues resolved. Responsible for managing hardware support with an external vendor. Handled the managerial task of closing desktop technician work orders.

■ Provided desktop support to clients, including configuring PCs, installing hardware and software, and troubleshooting problems.

■ Performed NetWare and Windows NT backups and restorations for The Midland Life Insurance Company. Additionally, I setup the backup system for M/I Homes in; using Cheyenne ArcServe for both NetWare and NT servers.

■ Position entailed LAN administration (primarily NetWare but also some Windows NT and OS2) and server support, end-user support on site as well as in seven other locations. ■ Provided clients with PC/software training; assisted lawyers, paralegals and legal secretaries with legal document creation when technical difficulties occurred. ■ Solely responsible for keeping the Law Organization file servers up and running at all times, and was tasked with the responsibility of protecting all backup tapes as well as being ready to restore from them at a moment's notice. ■ Initiated use of Right Fax, from researching and creating a proposal, to setting up a Right Fax server with a Brook Trout fax card, maintaining it, and administrating the system.■ Technical trainer. Using both purchased materials and materials that I prepared myself, I trained attorneys, paralegals and law secretaries on items such as using a PC, how to use Microsoft Excel, using Soft Solutions for document management, and so forth.