2420 Shadow Ln#68    Home Phone: (925) 776-4202

                                                                                                                      Antioch, CA 94509      Email: [email protected] 

Objective:       To acquire a position that utilizes my technical, investigative, and managerial skills with the potential for

                         advancement and growth

Experience:    Technical Analyst (Level II), ADP (Automated Data Processing)

·        Assist Product Leads by resolving escalated issues from Level I and Level II support

·        Represent team of 15 technicians as a team captain

·        Act as a Floor Advisor to 90 technicians

·        Conduct classroom training on Shoplink DOS for newly hired technicians

·        Member of the Receive Station Team which handles all insurance company issues related to

      communications with the host and/or body shops and digital imaging issues

·        Research and identify CICS host issues

·        Test product to identify and resolve programming glitches in software and report results to Product Development Team

·        Research, resolve, rebuild databases using ISQL, SQL Anywhere 5.0

·        Assisted in giving hands-on training to newly hired technicians for our DOS, Windows, and LAN based estimating and imaging products,

      as well as research, resolve hardware, OS, and networking issues

·        Handle database conversions 

Technical Support Representative (Level I), ADP (Automated Data Processing) 

·        Provide top quality support with a high degree of customer satisfaction, technical expertise, and timeliness

·        Used strong PC hardware & software skills to research, respond and resolve to Network, Hardware and Software issues and questions

      received via telephone calls, callbacks, mail, email, fax or escalations

·        Supported a 20,000+ user base encompassing Auto Insurance Companies and Auto Body Repair Facilities throughout USA & Canada

·        Assisted clients and on-site technicians on software installations on standalone systems, Windows NT, Novell, and Windows Peer to Peer

      Networks 

Co-Owner, PC Assemble and Sales, (Apollo Computers) 

·        Retail sales on custom built PC multimedia systems

·        Designed and assembled PC Multimedia Systems to meet customers’ specifications

·        Install OS Windows 9x, Windows ME, Windows 2000 & NT, and device drivers

·        Setup Small Business Networks in a Windows Peer to Peer & NT Workstation Environment

·        Troubleshoot and resolve all hardware and network issues

·        Designed and maintained our business website 

Manager of Special Services Department, (ExTerra Credit Recovery)                       

·        Managed the Legal, Bankruptcy, Media & Research, Skip Trace & Investigation, CCCS, and Account Portfolio departments

·        Developed and structured policy, procedure, and process flow for each department in special services area

·        Managed all bankruptcy petitions, proof of claims, & objections

·        Responsible for all types of media requests and MIS reports for two facilities

·        Handled portfolio purchase returns on all accounts purchased from creditors

·        Logged all incoming and outgoing services to track productivity 

Manager of Skip Trace & Investigative Department, (ExTerra Credit Recovery) 

·        Redeveloped and restructured policy, procedure, the commission structure, and process flow for the skip department

·        Responsible for researching and located new resources and tools for skip trace department via, internet web sites, software  companies,

      and government agencies

·        Trained, motivated, and monitored staff of 17 employees

·        Filtered and dispersed accounts to the skip tracers to locate current information on customers that have erroneous demographics

·        Audited all skip tracers productivity to insure quality work, and for tracking purposes 

Corporate Trainer, (ExTerra Credit Recovery) 

·        Developed curriculum for the Skip Tracing manual, communications class, and phone etiquette training

·        Conducted classroom training on: FDCPA, FCRA, Regulation Z laws, skip trace and investigations, communications class, phone etiquette,

      computer & software systems training, evaluating TRW (Experian), Trans Union, CBI credit rerports

·        Provided hands-on training on computer and software systems, and phone etiquette skills for future Account Manager graduates 

Lead Collector/Skip Trace Investigator, (Wells Fargo Bank) 

·        Trained and motivated fellow employees

·        Resolved  troubleshooting issues

·        Executed collection strategies

·        Handled complaint calls

·        Analyzed daily nomads   

Skip Trace Investigator/Collections, (Wells Fargo Bank)

·        Located card holders with erroneous information

·        Resolute delinquent consumer credit accounts

·        Investigated fraudulent activity on consumer credit accounts   

5/6 Cycle Collections, (Wells Fargo Bank) 

·        Resolved five and sixth month delinquent accounts to prevent from charging off

·        Counseled card holders on special work out programs

Loss Prevention Specialist, (Ross Stores) 

·        Responsible for thiry stores within district

·        Audited store sales figures and employee records

·        Conducted internal investigations on employees committing fraud

·        Involved in undercover investigations

·        Apprehended and prosecuted any persons committing fraud to the Corporation

·        Prepared and developed police reports

·        Made court appearances appointed by the city District Attorney’s Office

·        Trained new Loss Prevention Agents on:

~ company policies and procedures

~ basic civil and criminal laws

~ physical restraint techniques       

Floor Manager, (Grand Auto Supply) 

·        Customer Service

·        Trained and motivated personnel

·        Conducted interviews on perspective new hires

·        Prepared employee reviews

·        Handled internal store audits 

Assistant Manager, (Kragen Auto) 

·        Customer service

·        Inventory control

·        Train and motivate employees 

Employment History:

            October ’98-Present               ADP, San Ramon CA

            January ’97-December ’99     Apollo Computers, San Francisco CA 

            January ‘98-October ‘98        ExTerra Credit Recovery, Walnut Creek CA           

           December ‘93-January ‘98     Wells Fargo Bank, Concord CA

           October`92-September`93      Ross Stores Incorporated, Concord CA 

           September`91-October`92      Grand Auto Supply, Concord CA

            July '90-September '91            Kragen Auto Supply, Pittsburg CA                          

Education:                  Retail management Course        Certificate of Achievement

                                    Loss Prevention Specialist         Certificate of Achievement

                                    Pittsburg High School                Diploma of Graduation

References Available Upon Request