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Richard A. Gutierrez

e-mail address: fearstalker@hotmail.com

Objective:
To secure a position within an environment where my diverse skills can be applied and I can experience professional growth.

Experience:
MCI Worldcom Vestal, New York and Lakeland, Florida
Senior Support Staff (July 2000 – Present)
  • Responsible for 3rd level supprt for the Mosaix Dialer and the Aspect ACD. This includes programming and monitoring the internal systems of both systems.
  • Create and maintain several Ad Hoc reports detailing production for the Collections department on Mosaix.
  • Create and maintain several Ad Hoc reports detailing production for the Collections department on the Aspect ACD.
Aames Home Loan Los Angeles, California
Systems Analyst Administrator (Sept. 1999 – July 2000)
  • Responsible for monitoring and maintaining all functions of the Mosaix auto-dialing system.
  • Create and maintain several Ad Hoc reports detailing production for the Telemarketing and Collections department on Mosaix.
  • Troubleshoot various PC and Mosaix problems that may come up and give support either by visiting the PC or via phone.
Sun Solutions Tampa, Florida
Consulting Position (May 1999– Sept. 1999)
  • Worked as a consultant for GTE manning their help desk that supported their internet based database product.
  • Handled incoming calls from all over the country and handled issues via the phone.
Robert Half International Tampa, Florida
Temporary Work (Mar. 1999– May 1999)
  • Worked diverse temporary jobs that included answering multi-lined phones, data entry using Microsoft Excel, and general filing.
Chase Manhattan Bank Tampa, Florida
Program Analyst (Aug. 1998 – Mar. 1999)
  • Responsible for converting several existing applications’ code into Visual Basic 5.
  • Provide both technical and user documentation for training.
  • Make presentations to Senior Management explaining program specifications.
  • Develop and maintain a system that interfaces with several "host" systems and a user’s desktop.
  • Troubleshoot various PC and Mosaix problems that may come up and give support either by visiting the PC or via phone.

Desktop Analyst (Jan. 1998 – Aug. 1998)

  • Responsible for maintaining and developing various applications for the Collections department desktop.
  • Provide technical support for the Collections department desktop via phone or desktop visit.
  • Create and maintain several Ad Hoc reports detailing production for the Collections department.
  • Develop and maintain a system that interfaces with several "host" systems and a user’s desktop.

Senior System Technician (Mar. 1997 – Jan. 1998)

  • Responsible for managing and coordinating schedules and other supervisory task for the other System Technicians.
  • Gave feedback to managers concerning performance for yearly reviews.
  • Still performed previous System Technician duties.

System Technician (Mar. 1996 – Mar. 1997)

  • Responsible for monitoring and maintaining all functions of the Mosaix auto-dialing system.
  • Create and maintain several Ad Hoc reports detailing production for the Collections department on Mosaix.
  • Develop and maintain a system that interfaces with several "host" systems and a user’s desktop.

Collector (Mar. 1994 – Mar. 1996)

  • Made outbound collection calls on MOSAIX dialer for 30 to 119-days delinquent credit card accounts.
  • Collect delinquent dollars in order to reduce potential loan losses and adhere to the legal and customer service guidelines.

Technical Knowledge: Accomplished in the following applications and programs:

*Excel 5.0-8.0 *Access 2.0 and 97
*Word 4.0-7.0 *Power Point
*MS Publisher *Windows 3.1, 95, 98, Windows NT 4.0, and 2000
*ESP certified on the Mosaix *Remedy Help Desk Tracking App

Education: 1991 - 1993 Tampa College Tampa, Florida

Completed 48 hours toward an AA in Commercial Art

Interests: Music, Sports, Comics, Fiction writing, Web page design

References:Available upon request