Theresa Adkins is seeking a challenging position utilizing her 36 years of experience in technical training, customer service, and office administration. She has extensive experience providing first-level technical support and customer service to resolve issues. Her background includes positions in data backup administration, pre-publication processing, and customer support representative, demonstrating skills in software like MS Office, Veritas NetBackup, and Salesforce.

1. T H E R E S A A D K I N S
47131 Ayres, Belleville Michigan 48111
Cell 734.777.9966
TheresaAdkins80@yahoo.com
Job Objective
To obtain a challenging and rewarding position where I can utilize my past working
experience in Technical Training and Customer Service that will benefit my employer
and fellow team members. Can function in a high level working environment with
changing priorities and deadlines.
Summary of Qualifications
 Resourceful in handling a variety of office duties including customer service,
accounts receivable, order processing, credit card processing, initiating/processing
daily reports and general office work.
 Proficient using different office equipment such as computers, telephone systems,
faxes, calculators and duplication/microfiche and copy machines.
 Known for being energetic, organized, open-minded, responsible, flexible and able
to produce results. Requires little supervision.
 Proficient in the use of PC software programs: MS Windows 2010, Word, Excel,
Outlook, Project, Veritas Netbackup for Unix (Administration 5.1, 6.0 and 6.5).
Salesforce, Client Cloud, Order Cloud.
Work Experience
ProQuest, Ann Arbor, MI 1979 - 2015
(ProQuest- formerly Xerox, University Microfilms, Bell & Howell) creates specialized information
resources and technologies. Provides electronic and microform information products and services to
academic, school, public, corporate, and government libraries around the world.
Customer Support Representative 2009- 2015
 Responsible for fulfillment of new and renewal business, all data entry, renewal
notices, invoicing, and all adjustments to orders based upon established processes
and business rules.
 Receive and respond to all incoming telephone calls and email inquiries for both
external and internal customers.
 Provide customer access to electronic databases and via numerous systems.

2. Theresa Adkins Page 2
 Focal point for customers, as well as sales, marketing, technical support, product
development, finance, and order fulfillment.
 Resolve basic customer complaints, first line technical support, answer inquiries,
and make order adjustments as requested. Work with customers to resolve
problems related to invoicing, product availability. Provide initial point of contact for
customers for a variety of first line technical issues such as authentication issues, IP
maintenance, usage questions, etc. Identify and escalate potential problems with
customer accounts, products, product shipments and/or systems to Technical
Support or appropriate departments as needed.
Senior Data Control / Backup Administrator Specialist 1995 - 2008
 Provided 1st level support for all Unix, Windows, Oracle RMAN backup jobs,
produced through Veritas Command Central. Monitored all common errors codes
reflecting to NetBackup which include Exchange, MS_SQL, Oracle, and pc_ policies.
( 400 client backups – monitoring and tracking processing with 99% success rate)
 Troubleshooting 1st
level Oracle RMAN database and Archive Log backups for
successful backups and failures.
 Logged all successful database backups in an associated spread sheet for tracking.
 Responsible for execution of restore activities in the development and production
environments.
 Monitored Remedy for tickets assigned to either USA-Unix backup Administrator or
Data Control that fall in the first level support.
 Responsible of all Tape Library functions and physical inventory of all tapes. (25,000
tapes – librarian functions of logging, tracking, tape management handling, offsite
archive and disaster recovery
 Set-up all Historical Newspaper and Chadwyck Healey tapes for 24 hours
processing by DCO.
 Performed all customer Service duties required with internal customers and external
Vendors.
Pre-Publication Specialist 1985 - 1995
 Fulfilled Pre-Publication book orders. Graduates send their Doctorial or Master’s
thesis for publishing. They are offered a one- time only special offer on copies of
their thesis. They send the order form for processing with either credit card or check.
 Assisted Accounts Receivable with check processing and Credit Card Authorization.
 Part of a team that unpacked Dissertations or Master Thesis looking for errors or
problems with manuscripts before sending to Editorial Department contacting either
the University or student with any problems that occurred.
 Provided Customer Service for Universities and Students.

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Education / Professional Development
Belleville High School Graduate – Belleville, MI.
Attended Company Sponsored programs in:
Linux/Unix
Networking and Design
Veritas NetBackup for Unix, Administration
Technical Skills
MS Office 2010
Word, Excel, Outlook,
Project , Windows XP
Network and Design
Veritas Netbackup 5.1, 6.0, & 6.5
SalesForce, Client Cloud, Order Cloud