Customer Service Software

FRANK C. PANNY

** ******* *******, ***. *, FLANDERS, NJ 07836, TEL: 862-***-**** (HOME)

acaqcx@r.postjobfree.com

JUNIOR DATA AND PRODUCTION ANALYST

SUMMARY OF QUALIFICATIONS:

Seeking position in Data and Production Analysis. Seasoned professional

with over seven years of diversified experience in software applications

and network support for libraries, government agencies, financial

institutions, communications and computer corporations. Proficient in

Microsoft Office, as well as Remedy's ARC system. Excellent communications,

organizational, analytical, and negotiation skills. Strong customer service

and problem resolution skills, comfortable on telephone and on-site.

SKILLS AND ABILITIES:

Windows XP/2007/Vista; Microsoft Office 2007 and 2010; Remedy; Citrix; C,

Visual Basic, Visio; Dell and Compaq - hardware and software; Level 2

Support training; printers, faxes, copiers, Motorola scanning devices;

COBOL, LAN/WAN, CISCO, VOIP, TCP/IP; routers and switches

EMPLOYMENT HISTORY

United States Postal Service -Letter Carrier 2006-2013

. Bundled mail in preparation for delivery or transportation to relay

boxes, for 500 customers.

. Delivered mail to residences and business establishments along

specified routes by walking and/or driving, using a combination of

satchels, carts, cars, and small trucks.

. Protected the integrity of the mail and packages.

Bear Stearns/Deutsche Bank - Compliance Consultant-Database Analyst 2005-

2006

. Researched about 5,000 financial analysts and brokers annually for

licensure and credentialing.

. Maintained a Remedy database of Bear Stearns employees who wanted to

maintain outside accounts.

. Maintained a database of transactions worth hundreds of billions of

dollars every day, across all major currencies and markets, totaling

about 8,000.

Harrison Public Library - Library Assistant 2003-2004

. Maintained collections of books and periodicals.

. Processed hold requests for internal and external library patrons.

. Provided and maintained customer relations by assisting patrons with

questions about their accounts, as well as adding new accounts to the

system.

. Registered new patrons for a public library numbering approximately 20

per day.

. Generated weekly reports of new materials to be purchased and

utilized.

IBM TJ Watson Research Center - Independent Consultant 2002

. Maintained a Lotus Notes database of employees who received new keys

as part of new locks being changed.

MCI WorldCom, Inc. - Remedy Administrator - 1999-2001

. Troubleshoot resolution assistance in Remedy, LAN/WAN, account

maintenance for over 1,000 users.

. Ongoing mainframe support in association with Security Systems.

. Maintaining database in Remedy, featuring 1,000 internal and external

clients.

Coordinated Care Solutions - I.S. Coordinator -1999

. New York representative of Florida-based Case Management Company.

. Managed and maintained all hardware, software, and telecommunications

operations

. Installed and maintained printers, routers, telephones, and internal

and external modems.

. Managed mainframe and PC-based software for case managers and

registered nurses.

ANS Communications - Web-Database Administrator - 1998

. Maintained all Field Inventory Verifications forms for vendors to send

over to the Logistics Engineers.

. Maintained web-based order entry inventory of equipment between

customers and vendors.

Banco Popular de Puerto Rico - Technical Support Analyst - 1998

. Installed and maintained all hardware and software products for each

department within the New York headquarters.

. Provided inventory reports of PCs who met the minimum requirements for

Y2K compliance.

. Maintained inventory of PCs and various telecommunications equipment.

MCI Communications Corporation - Corporate National Accounts Rep - 1997

. Processed and tracked new orders for financial companies who requested

access to the NASDAQ Stock Market, via modem.

. Provided ongoing troubleshooting for issues that arose with

outstanding access requests.

. Maintained Service Level Agreements with these orders.

Towers Perrin - Database Specialist - 1989 - 1996

. Updating and maintaining Corporate Information Center Library

database.

. Preparing and maintaining external and internal resources for internal

and external customers via printing labels accordingly.

. Daily file transfer of updated information regarding health and

welfare, retirement, marketing communications, and retirement news

. Maintained an insurance newsletter by downloading and distributing

copies, both manually and electronically to different clients.

EDUCATION:

Pace University - Master of Science (M.S.), 1995

St. Thomas Aquinas College - Bachelor of Science (B.S.), 1989

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