Profile
I have extensive experience in the Customer Service area and the Shipping/Receiving side of large computer service companies. I have dealt with customers directly via telephone, written correspondence and electronic communication. I also have experience supervising individual customer situations throughout the entire process from first contact to project completion and have supervised small project groups. I am analytically and mechanically inclined, personal computer literate including IBM compatible, MS DOS, Windows 3.1, 9x, NT, XP, 7, 10, 11, MS Office Professional (95 thru current). Also I can type 30-35 wpm/6800kph with NO errors and I am familiar with the following software programs: ProComm Hermes, Reflections D-1 (Dispatch-One), Lawson Desktop Management, the SAP system, LibTax and ProFiler.
While employed by Cerplex as a Customer Service Representative, I discovered two separate theft operations: one was committed by one of their vendors/customers, the other by one of their carriers.
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| Work History | ||
| Jan 2021 | Registered and Bonded Professional Income Tax Preparer | |
| To Present | Jackson Hewitt Tax Service – Paso Robles/Arroyo Grande, CA | |
| Preparing individual tax returns for clients, eFiling the returns to the IRS and/or Franchise Tax Board, general office and housekeeping duties. | ||
| Oct 2019 | Center Manager | |
| To Feb 2020 | Check Into Cash – Atascadero, CA | |
| Manage the day-to-day operations of the center, as well as ensure that each team member within the location is trained. Perform approved collection activities, maintain customer files and point of sale system, as well as ensure accurate cash controls within the location. Provides financial transactions that best fit our customers' needs, such as; loan services, money orders, check cashing and wire transfers. General managerial duties; scheduling, filing, etc. | ||
| Jan 2017 | Registered and Bonded Professional Tax Preparer/B2B Marketer | |
| To Apr 2018 | Liberty Tax Service — Paramount/Norwalk, CA | |
| Preparing individual tax returns for clients, eFiling the returns to the IRS and/or Franchise Tax Board, general office and housekeeping duties. Visiting local businesses within a two-mile radius to help promote their brand(s) and ours. | ||
| Jun 2008 | Domestic Engineer | |
| To Jan 2017 | Sundeen Family Household — Carson, CA | |
| Husband, father, student; and all of the duties and responsibilities thereof. | ||
| Oct 2007 | Student Tutor | |
| To Jun 2008 | El Camino College — Torrance, CA | |
| Duties included: Monitoring an eMail address set up by the college to assist students with their assignments using Microsoft Office 2007. | ||
| Jun 2007 | Web Designer/Developer | |
| To Oct 2007 | Self Employed: Consultant/Contractor — South Bay, CA | |
| Designing and creating Web sites for clients utilizing XHTML, CSS and JavaScript. | ||
| Mar 2007 | Web Designer/Developer | |
| To Jun 2007 | El Camino College — Torrance, CA | |
| Converting and uploading faculty files and materials into the ETUDES shell for use in an online course management environment. Basic HTML, MS Office 2007, Camtasia Studio. | ||
| Mar 2006 | Partner Support Representative | |
| To Jan 2007 | Bullet Freight Systems Inc. — Anaheim, CA | |
| Generating weekly Undelivered and No POD summary reports to be distributed to superiors, obtaining PODs on-line via the Web and direct request from partner agents. I created a macro that reduced the amount of time required to generate the reports by 8 hours per week. I also re-worked existing Agent Log database and created fax cover sheets within the database with self-populating fields. | ||
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| Nov 2005 | Partner Support Representative | |
| To Mar 2006 | Bullet Freight Systems Inc. c/o Talent Tree Employment Service — La Palma, CA | |
| Ensure partner carriers are transmitting movement statuses via EDI and sending in DRs. Keep ProComm system current with movement statuses and entering PRO notes. Ensure that partner carriers are furnishing weekly dock check/on-hand reports to ensure all freight is accounted for. | ||
| Jul 2005 | Transportation Service Representative | |
| To Nov 2005 | UPS: Supply Chain Solutions c/o Spherion Employment Service — Compton/Carson/Long Beach, CA | |
| OS&D - contacting carriers and issuing RAs for damaged freight. Providing PODs to superiors and customers. Obtaining BOLs and DRs from carriers. Tracing movement of freight. Inputting data and creating RAs utilizing the SAP system. | ||
| Aug 2005 | Teacher’s Assistant | |
| To Oct 2005 | El Camino College — Torrance, CA | |
| Assisting instructor with grading of students’ lab projects and aiding students with their projects in the Visual Basic .NET language. | ||
| Jul 2000 | Operations Dispatcher | |
| To Jan 2005 | Daylight Transport, LLC - G. O. — Long Beach, CA | |
| Dispatching pick-ups to agents via telephone, fax and eMail. Confirming receipt of faxes and eMail. Creating a daily missed pick-up report for distribution to management. Updating Agent Performance Report. Automated Agent Performance Report using macros in MS Excel. Researching Service Failures, updating PRO notes, verifying BOL discrepancies, providing POD/OFD/OWB status to agents/terminals, obtaining authorization for services performed. Created a database using MS Access to document the missed pick-up report. Automated Missed Pick-Up Report using formulas in MS Excel. Created a procedure document to outline and define the roles of customer service and dispatch. Manifesting BOLs, creating and resolving skeleton BOLs and creating and distributing skeleton BOL report to management. | ||
| Jan 2000 | Dispatcher – Customer Service Representative | |
| To Jul 2000 | Daylight Transport, LLC - G. O. — Los Angeles, CA | |
| Corresponding directly with agents and terminals via telephone, fax and eMail. Relaying specific customer information from customer service to dispatchers. Producing a daily Missed Pick-Up Report for distribution to various key personnel. Created a new Blind Shipment Request Form using MS Word for Customer Service Dept. approved by management for use company-wide. Created an Agent Contact List using MS Excel to aid customer service department in corresponding with agents, approved by management for use company-wide. Converted agent contact information from textual to a HTML format, which is posted on the Internet. | ||
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| Oct 1999 | Customer Service Representative | |
| To Jan 2000 | R & R Associates c/o Daylight Transport, LLC - G. O. — Los Angeles, CA | |
| Answering incoming calls on a “queue” system, entering customer information for scheduling pick-up of freight into company database, receiving pick-up orders via fax and eMail. Verifying with agents customer pick-up schedule. Tracing customer PRO #s for freight tracking. Resolving customer issues. Providing rate quotes, freight charges, PODs and DRs for customers. | ||
| Dec 1997 | Receiving Clerk | |
| To Dec 1998 | Cendant Software — Torrance, CA | |
| Data entry, loading/unloading trucks, forklift operator (certified), verifying shipments and receiving same. Preparing product to ship out (vendor claims). Filing, filling out detailed bills of lading and packing lists, creating/sending eMail of product received on a daily basis. Sorting, signing for/delivering UPS and Fed Ex packages to company personnel, moving material from receiving to the warehouse. | ||
| Feb 1997 | Customer Service Representative | |
| To Nov 1997 | The Cerplex Group, Inc. (Testar MVS Division) — Tustin, CA | |
| Official transfer from Shipping/Receiving Dept. to Customer Service Dept. Duties included: communicating with customers via telephone, written correspondence, eMail and fax; answering general computer questions (light Tech support), using Dispatch-1 software to input customer information, creating orders for laptop computer repair and issuing RMA #s; Processing customer payments in the form of credit cards and checks and resolving Receiving and customer discrepancies; General office tasks including filing, data entry, preparing & sending eMail-faxes-letters to customers/and in-house personnel; and follow up on the overall process, verifying units are shipped in a timely manner. Discovered theft operation committed by one of our carriers. | ||
| Nov 1996 | Receiving Clerk | |
| To Feb 1997 | The Cerplex Group, Inc. (Testar MVS Division) — Tustin, CA | |
| Unofficial transfer from Shipping/Receiving Dept. to Customer Service Dept. Duties included; contacting customers, attempting recovery of replacement laptop computers sent to customers for replacement of defective units (REPO operation). Discovered theft operation committed by one of our vendors. | ||
| Jun 1996 | Receiving Clerk | |
| To Nov 1996 | The Cerplex Group, Inc. (Testar MVS Division) — Tustin, CA | |
| Receiving defective material, moving to test floor for repair, writing discrepancy reports when necessary (created discrepancy report using MS-Excel), preparing parts for shipment, packing shipping containers, data entry, filing, forklift operator (certified). | ||
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| May 1994 | Seagate Project Lead | |
| To Jul 1994 | The Cerplex Group, Inc. (Cerplex/Cartwright Division) — Anaheim, CA | |
| Receiving, sorting and inventory control of material, staff scheduling, general managerial and supervisory duties. Pulling parts when requested then sent parts to production lines. | ||
| Nov 1993 | Material Handler | |
| To Jun 1996 | The Cerplex Group, Inc. (Cerplex/Cartwright Division) — Irvine, CA | |
| Transferred from La Palma facility to Cartwright facility-Facility closure. Picking, packaging of component parts, preparing for shipment, loading/unloading trucks, inventory control, forklift operator (certified), general material handling, shipping and receiving duties. | ||
| Jun 1991 | Material Handler | |
| To Nov 1993 | Cerplex (Cerplex/La Palma Facility) — Anaheim, CA | |
| Set up pallet racking, stocked pallet racks, Then, SAME AS ABOVE. Tore down pallet racking for move to Cartwright facility. | ||
| May 1989 | Assembler, Material Handler | |
| To May 1991 | Mark Industries — Carson/Brea, CA | |
| Mechanical (Class B), Electrical (Class C) assembly of hydraulic boom lifts. Stock Clerk (Class C) Picking parts (kits) to send to assembly lines. Forklift operator. | ||
| Dec 1988 | Auto Mechanic | |
| To Apr 1989 | Whittelsey Toyota — Torrance, CA | |
| General automotive repair/service specializing in tune-up/scheduled services and brakes. | ||
| Dec 1988 | Laborer | |
| Jenkins Construction Company — Long Beach, CA | ||
| General construction labor, some heavy equipment operations. | ||
| Sep 1988 | Laborer | |
| To Dec 1988 | Keeco Construction Company — Signal Hill, CA | |
| General construction labor, some heavy equipment operations. | ||
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| Jul 1988 | Material Handler | |
| To Aug 1988 | Kelly Services, Inc. (Temporary Employment Agency) — Torrance, CA | |
| Assigned to Toyota Warehouse: General material handling duties; cycle counting, inventory control. | ||
| Jan 1988 | Material Handler | |
| To Jun 1988 | Kelly Services, Inc. (Temporary Employment Agency) — Torrance, CA | |
| Assigned to American Honda Warehouse: Picking and packaging of parts, preparing parts for shipment. | ||
| Dec 1987 | Material Handler | |
| Kelly Services, Inc. (Temporary Employment Agency) — Torrance, CA | ||
| Assigned to Nakamichi Warehouse: Loading/unloading trucks, general material handling duties. | ||
| Mar 1987 | Line Service Manager | |
| To Nov 1987 | Great American Aircraft Company — Torrance Airport (TOA), CA | |
| Refueling aircraft (certified), ordering supplies, staff scheduling, minor record keeping, cashier, general managerial duties. | ||
| Aug 1984 | Line Service Technician | |
| To Mar 1987 | Peninsula Aviation Company — Torrance Airport (TOA), CA | |
| Refueling aircraft (certified), minor record keeping. | ||
| Jul 1982 | Stock Clerk | |
| To Sep 1984 | Cloth World — Harbor City, CA | |
| General stocking of inventory, receiving, janitorial, maintenance duties, measuring and cutting of fabric. | ||
| Education | ||
| El Camino College | 16007 Crenshaw Boulevard, Torrance, CA 90506 (866) 352-2646 / (310) 532-3670 | ||
| Major: Computer Information Systems 3.667 G.P.A. | Graduated June 2012: A. S. Degree with Honors | Transcript | ||
| Jun 2008 | General Education Courses to Satisfy AS/AA Requirements | |
| To Aug 2011 | ||
| Aug 2008 | CIS 143 CISCO 4 | |
| To Dec 2008 | LAN/WAN Router Configuration | |
| Feb 2008 | CIS 142 CISCO 3 | |
| To Jun 2008 | Implementing and Administering Network Routers | |
| Feb 2007 | CIS 141 CISCO 2 – Networking Microcomputers | |
| To Jun 2007 | CIS 140 CISCO 1 – Data Communications | |
| Aug 2006 | CIS 134 Web Programming | |
| To Dec 2006 | C#, ASP.NET, ADO.NET, XHTML, XML, CSS, Microsoft SQL Server. | |
| Feb 2006 | CIS 40 Microcomputer Operations | |
| To Jun 2006 | Preparation for A+ Certification, PC hardware and Operating Systems – Win XP & 98 | |
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| Aug 2005 | CIS 29 Advanced Database Applications | |
| To Dec 2005 | Microsoft Access 2003 | |
| Feb 2005 | CIS 28 Using Database Applications | |
| To Jun 2005 | Microsoft Access 2003 | |
| Sep 2003 | CIS 27 Excel macros and VBA (Visual Basic for Applications) | |
| To Dec 2003 | Microsoft Excel 2000/2002(XP) | |
| Feb 2003 | CIS 133 Web Programming Concepts | |
| To Jun 2003 | HTML, XML, and Java Script. | |
| Sep 2002 | CIS 30 Introduction to E-Commerce – HTML | |
| To Dec 2002 | CIS 18 Systems Development & Analysis | |
| Jan 2002 | CIS 16 Introduction to Programming in Microsoft Visual Basic 6.0 | |
| To Jun 2002 | CIS 19 Introduction to the Internet & Web Publishing – HTML, FrontPage 2000 | |
| Aug 2001 | CIS 26 Using Spreadsheets | |
| To Dec 2001 | Intermediate Microsoft Excel 2000 | |
| Jan 2001 | CIS 13 Introduction to Computer | |
| To Jun 2001 | Microsoft Office 2000 Premium | |
| Aug 2000 | CIS 3 Introduction to Microcomputer and Software Applications | |
| To Dec 2000 | Microsoft Word 2000 & Microsoft Excel 2000 | |
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| Miraleste High School | ||
| 29323 Palos Verdes Drive East, Rancho Palos Verdes, CA 90274 (310) 547-1103 | ||
| Sep 1980 | Graduated with diploma | |
| To Jun 1984 | Academic Curriculum. | |
Interests
Writing/designing/developing/programming both Windows and Web applications. I am also familiar with the following software: MS Visual Studio 6.0, .NET 2003, .NET 2005, (Visual Basic, C#, XHTML, html5, CSS, JavaScript, Microsoft SQL Server), Camtasia Studio, Adobe Creative Suite 3 Design Premium (Dreamweaver, Acrobat, Flash), MS Money. I have also created a rather cool “Time Sheet” to help keep track of hours worked, deductions, personal time used, etc.
| Web sites designed/developed/programmed: | |
| My Personal Site | GoDolores-1 |
| CIS-133 Homework Files | GoDolores-2 |
| Law-5 Course Files | ISOEM |
Additional Information
Employment Contact, Salary Information and References.
Downloads
To download a printable version of my Résumé: 1) right-click on the appropriate icon (pdf or word format); 2) When the context menu appears, click on "Save target as..."; 3) When the "Save As" dialog box opens, click "Save".
| 7 pages;
| 2 pages;
| 1 page;
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NOTE: Items in purple, italicized, bold type are other documents/files that due to their large and complex programmed characteristics require in person explanation and demonstration.