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LARRY H. VERLINDA
17229 20th
St. S.E. Work: (425) 334-9057
Snohomish, Washington 98290 larry@verlinda.com Mobile: (425) 22...
LARRY H. VERLINDA
17229 20th
St. S.E. Work: (425) 334-9057
Snohomish, Washington 98290 larry@verlinda.com Mobile: (425) 22...
LARRY H. VERLINDA
17229 20th
St. S.E. Work: (425) 334-9057
Snohomish, Washington 98290 larry@verlinda.com Mobile: (425) 22...
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Larry Verlinda Resume 3

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Larry Verlinda Resume 3

  1. 1. LARRY H. VERLINDA 17229 20th St. S.E. Work: (425) 334-9057 Snohomish, Washington 98290 larry@verlinda.com Mobile: (425) 220-4435 SUMMARY OF QUALIFICATIONS Highly motivated and results-oriented management professional holding a Bachelors degree in Business Administration, Ten years call center experience nine years of which is in management. As a team manager, knowledgeable in call center attendance, payroll and leaves processes. Effective communicator with demonstrated ability to interact with groups of people from diverse backgrounds. Intellectually and competitively equipped to excel in fast-paced and challenging environments. TECHNICAL EXPERTISE Highly experienced in multiple facets of computer technology, including:  Hardware: Qualified for A+ Certificate  Software: All Microsoft Office Products, Great Plains Accounting  Operating Systems: Microsoft DOS through Windows 7; Linux, Unix  Networks: Windows NT 4.0 through Windows 2003 Server, Linux and Unix  Databases: Microsoft Access, Microsoft SQL Server  Certification: Courses completed for CCNA Certificate (not yet tested) PROFESSIONAL EXPERIENCE AT&T – Bothell, Washington March 2007 – Present Team Manager Technical Support Desk Present Team Manager Providing “subject matter expert” support to Advanced Technical Support Specialists, Monitoring call volume, Recruit employees, Monitor and manage training Initiate and approve employee discipline, Interview and hire perspective employees Participate in leap coaching. Plan and conduct supplemental training Responding to escalated calls, planning and conducting team meetings. Administer TV monitor system. Clarify SME, MotoBlur Admin tool administrator. PEER group coordinator to facilitate resolution of System and procedural issues that impact specialist performance. Calculate and prepare announcement for old Best in BDS and then Top in TSD program. Proficient in Microsoft Office tools to include Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, Microsoft SharePoint, and Microsoft Access. Participation in quality monitoring and feedback session On site Clarify SME Six Sigma Yellow Belt Completed CCNA training course Red Hat support in Evansville and North Sioux City Other duties as assigned CINGULAR WIRELESS – Bothell, Washington Aug 2006 – March 2007 Leader Intern Providing “subject matter expert” support to Business Customer Service Specialists Monitoring call volume, Responding to escalated calls Planning and conducting team meetings Participation in quality monitoring and feedback session
  2. 2. LARRY H. VERLINDA 17229 20th St. S.E. Work: (425) 334-9057 Snohomish, Washington 98290 larry@verlinda.com Mobile: (425) 220-4435 CINGULAR WIRELESS – Bothell, Washington Dec 2005 – Aug 2006 Advanced Network Services Provide responsive technical support to both consumer and enterprise customers. Present customers with Wireless Data options based upon speed, reliability, security and ease of implementation. Accept transfers/escalations from the rest of Cingular Care related to complex Wireless Data service issues. Aid customers in the installation and configuration of Cingular software as well as basic configuration of laptop computers and Personal Digital Assistants. Methodically, effectively and accurately troubleshoot Wireless Data issues across multiple interdependent elements. IRON MOUNTAIN OSDP – Burien, Washington April 2005 – Dec 2005 Transportation Service Specialist Responsible for staging data for delivery to customer, delivering data to customer, reconciling data from customer with database and placing in vaults. CASCADIA COMMUNITY COLLEGE – Bothell, Washington 2002 - 2004 Web Lab Tutor Personally chosen by instructor due to professionalism and demonstrated management and leadership capabilities to oversee the web lab at Washington State’s newest community college. Scope of responsibility included opening the lab and providing instruction and assistance to students.  Raised students’ understanding of HTML, SQL, ASP, Microsoft Office products and integration between C#.net and VB.net with ASP.net and classic ASP by providing personal instruction. CORRECTIONAL INDUSTRIES – Monroe, Washington 1984 - 2002 Business Manager 1995 - 2002 Earned repeated advancement by this Washington State Government organization within the Washington State Department of Corrections and consisting of 36 separate businesses operated within a correctional setting to oversee the daily operations of a Farm Work Program and six additional businesses. Position entailed serving as liaison between correctional workers and business workers; preparing daily, weekly and monthly schedules for 14 civilian staff and as many as 100 inmate workers in a 24 hour, seven day per week shop; developing $6 Million Operating Budgets as well as $3 Million Capital Budget for the farm and six other local businesses; supervising inmate clerks in accounts receivable and payable; calculating payroll; reporting on staff attendance and budget performance; and creating transportation routes for dairy products.
  3. 3. LARRY H. VERLINDA 17229 20th St. S.E. Work: (425) 334-9057 Snohomish, Washington 98290 larry@verlinda.com Mobile: (425) 220-4435  Utilized technical expertise to manage the computer network system that consisted of two servers and 24 workstations and to train inmates on computer applications.  Key member of a group that developed and implemented a cost benefit analysis prior to capital purchases.  Contributed to significant strides in customer satisfaction by taking on transportation management, ensuring consistency in service, product, packaging and delivery. EDUCATION CASCADIA COMMUNITY COLLEGE – Bothell, Washington 2004 Associate of Applied Science Degree in Software Programming  Additionally, pursued courses toward Associate of Applied Science Degree in Web Development(one securities class remaining) and Associate of Applied Science Degree in Network Management(four classes remaining) UNIVERSITY OF WASHINGTON – Seattle, Washington 1996 Bachelor of Arts in Business Administration  Dual Degree in Business Marketing and Business Management

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