P. William Zivanchev is seeking an IT or operational management position utilizing his background in computer science, operations management, and over 10 years of experience in customer service and quality assurance roles at Cox Communications. He has a BSIT in progress from University of Phoenix and various technical certifications. His experience includes analyzing work orders and trends, developing audit processes, and providing technical support to customers via phone. He also has experience in self-employment providing consulting services and as a department manager for a travel agency.

1. P. William Zivanchev
pwznca92101@gmail.com
Primary contact: 619-929-4237
__________________________________________________________________________
OBJECTIVE: To associate with a growth-oriented firm utilizing my training and
background in computer science and operations management, allowing
further experience in computer science and electronics, eventually leading
to an IT and/or operational management position
Recent Awards: San Diego Sales Excellence Award – Team Champion – QA 2009
San Diego Sales Excellence Award – Operational Excellence – QA 2010
Ten Year Service Appreciation – Awarded September 2013
EXPERIENCE:
11/08 – 10/14 Cox Communications, Inc. Customer Care Center
Sales Quality Analyst Work Order Accuracy
Work order review and correction for California Customer Service
Organization; focus on Field Service Support reduction, Customer
Satisfaction and Revenue Maximization. Special attention paid to work
orders issued within the call center, including all sales channels: Inbound,
Outbound, SOST and Retail. Special Project involvement included the
Development of and production of CSR to Sales leadership feedback
through trending reports, 2008 – 2014.
05/06 – 11/08 Cox Communications, Inc. Customer Care Center
Customer Satisfaction Analyst 1
Work order Quality feed pack to all departments within the call center
environment. Areas of special note: Development of directory mismatch
audit process leading to prerequisite processes within ICOMS, trending
feedback form individual reporting data such as the Directory Mismatch
audit, Disconnect without SROs, daily TAPs report including the TPV audit
identifying repetitive trends of individuals and process errors.
10/03 - 5/06 Cox Communications, Inc. Customer Care Center, San Diego, CA
Customer Services/Technical Support Representatives
Assist inbound customer calls for PC / High Speed Internet, Video and
Telephony product support, product up selling and one call resolution
encompassing Internet, Email, Home Networking, Basic and High
Definition video, Telephony and Hybrid Telephony service troubleshooting
and reporting. Special project teams included RGU Training for HSI,
Multiple Cross trained Support until loaned to the Quality Assurance
department 2006.

2. P. William Zivanchev Page 2
1/03 – 09/03 PEOPLEFIRST.COM AUTO FINANCE / APPLE ONE STAFFNG
San Diego, CA
Customer Service Representative
Assist inbound call customers with credit application processing and
technical support. Outbound calls for application status notification, and
sales.
6/2002 – Present PETEZ COMPUSERVICE, San Diego, California
Self Employed (suspended to selective service)
Consult for private individuals and small businesses through on site and
telecommuting help desk support. Areas of consulting include, but are not
limited to, networking, systems and application tutoring, hardware
acquisition and maintenance, operating systems troubleshooting, software
restoration and installation, electronic security for home and business.
Web site development and maintenance.
2/97 - 6/02 SAN DIEGO TRAVEL GROUP, San Diego, California
PC Support Specialist
Responsibilities included, but were not limited to operating system and
application support to 140 plus end-users of Microsoft Office and other
third party applications through on-site and telecommuting help desk
support. DSL and Nortel network troubleshooting, exchange email account
administration, NT networking user account administration and system anti
virus/security, SABRE CRS application enhancement, and client database,
VPN and asset management.
1/92 - 1/97 MWR LEISURE TRAVEL/US NAVY, San Diego, California
Department Manager
Accountable for daily operations of a full-service travel agency and San
Diego Attractions ticketing departments staffed under the Moral Welfare
and Recreation (MWR) Department, a division of Special Service
Operations, US Naval Command, Balboa Medical Center San Diego.
Achievements including budget reduction by 7.6% and annual revenue
increase of 27.8%.
11/91 12/92 Roger Butcher Seminars, Sacramento, California
Project/Road Manager
Personal assistant.
Road Manager.
Product Sales and Customer Service.
Driver.
30% Revenue increase of on road sales.

3. P. William Zivanchev Page 3
EDUCATION: University of Phoenix, San Diego, California. Currently earning BSIT,
MCSE, A+, intended major: MA Business Management.
Graduation pending
San Diego City Collage (as needed) – General Education – including
individual classes as needed to complete an extended goal towards a
major in business administration.
Recently completed the five choices seminar with Cox University
09/20/13.
CERTIFICATIONS: SABRE, Dallas, Texas
C+ advanced scripting for yield management is the SABER system
environment and windows OS – 4/01
SABRE, Los Angeles, California
Basic C+ Scripting for yield management is the SABER system
environment and windows OS, 6/81
SKILLS: Micro Soft: Word, Excel, Access, PowerPoint, Publisher, FrontPage,
MS Visio and Project,
Electronics/PC hardware diagnostics and support, Cat5 cabling and
wireless networking, VPN configuration and support, computer
software/application installation and support.
ADDITIONAL: Board member and Vice President to the Institute of Consumer
Financial Education, a San Diego based nonprofit organization
dedicated to the education of Financial Support Specialists focused
on consumer financial products and Continuing Education Unit
Certifications. As the vice-president, the responsibilities encompass
the information technology needs for the organization along with the
internet presence and image to the public. the ICFE can be found at
ICFE Web presence, accountable to the board of directors and
President of the ICFE, for Trade Make application processing, Logo
and web design, computer hardware and software needs and
support.
100% PC proficient in the Micro Soft (MS) Windows environment with
a practical knowledge of the MS Office product, inclusive of Word,
Excel, Access, PowerPoint, One note, Project, Visio, Front Page and
Publisher.

4. P. William Zivanchev Page 4
P. William Zivanchev
pwznca92101@gmail.com
Primary contact: 619-929-4237
__________________________________________________________________________
REFERENCES:
Paul Richard
Institute of Consumer Financial Education (ICFE)
President
(619)239-1401
ICFE@twc.com
Shelley Gellman
Carefree Vacations
Office Manager - Retired
(619)299-4379
sgellman@sdtg.com
Sue Buettner
Proprietor Buettner Enterprises - Retired
(619)542-0039
sbuettner@cox.net
Yan Ross, JD, CITRMS®
Author, Certified Identity Theft Risk Management – CITRMS® XV
(602) 703-3336
yanross7@gmail.com