Download Ezell Frazier

Ezell Frazier
Houston, Texas
[email protected]
http://ezellf.com
Overview
Self-motivated business professional with a strong understanding of workload prioritization
without compromising personal or organizational integrity. Recognized for kindness, timeliness,
and providing statistical analysis, emphasizing the minimization of costs while maximizing
benefits for all parties.
Skills
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Expert knowledge of common computer issues involving mapping printers, backing up
hard drives, adding network cards.
Excellent oral and written communication ability.
Comprehensive knowledge of network tracing, file permissions, and access systems.
Proven customer service skills involving building and maintaining relationships with
domestic and international clients.
Demonstrated management experience with small and medium sized teams in a fastpaced call center environment.
Working knowledge of Microsoft Visio, Access, Oracle, SAP, Tessitura, Java, and
HTML/CSS/JavaScript.
Experience
COMPUTER REPAIR | Detroit Michigan – Houston, Texas
SELF EMPLOYED - 2004 – Present
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Diagnosed and resolved hundreds of computer problems, such as replacing parts,
malware removal, establishing home networks, installing software and operating
systems.
Provided consultation and service for client s from Bank of America, Houston Grand
Opera, Houston Ballet, and Theater under the Stars (TUTS).
HOUSTON GRAND OPERA | Houston, Texas
CUSTOMER SERVICE REPRESENTATIVE - 2008 – 2011
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Won multiple employee of the month awards in a high-volume call-center.
Consistently achieved 90%-100% marks in call feedback monitors, managing data entry
of sensitive personal and financial records of patrons.
Successfully resolved over 2000 disputes, exhibiting patience and strong listening skills.
Won 2015 employee of the year award with a lifetime sales total of over $1.5M,
leveraging persuasive phone, web, and personal communications with international
clients.
An integral member of a team responsible for exceeding sales targets for more than five
consecutive years.
HOUSTON GRAND OPERA | Houston, Texas
ASSISTANT BOX OFFICE MANAGER - 2011 – Present
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Spearheaded team and management presentations focused on strengthening work
culture while increasing customer service performance.
Re-wrote call center script, enabling reps to focus naturally on basic troubleshooting
procedures.
Created a weighted-cost job board allowing reps to delegate low-level tasks among one
another, promoting horizontal management.
Created an Excel-based time-sheet calculator, allowing for managers to quickly generate
schedules and calculate work hours.
Trained over 15 representatives, centering practices around integrity without
compromising results.
HOUSTON BALLET | Houston, Texas
I.T. INTERN - 2013 – 2014
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Partnered with higher-tier support teams to resolve a company-wide Microsoft Exchange
server issue.
Learned of virtual networking, Microsoft Exchange, support tickets, and Active Directory.
Managed software updates for Mac desktops as the resident Mac OS specialist.
Installed software packages from vendors such as Adobe and Microsoft.
Resolved network related issues concerning DNS resolution issues related to static and
dynamic IP addresses, pinging and routing other addresses.
Used Microsoft Excel to list and document inventory.
Escalated appropriate challenges to higher level IT support.
YGOPRODECK.COM | Web-Based
WRITER - 2017 – Present
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Created strategy guides based on statistical analysis, helping the website push past 1
million unique visitors through the month of February 2017.
Created a custom, macro-based linear programming tool to provide statistics related to
calculating probability and statistics. More information available on my website.
Education
UNIVERSITY OF HOUSTON-DOWNTOWN | Houston, Texas
BBA MANAGEMENT INFORMATION SYSTEMS – Expected Graduation May 2017
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Coursework includes web design, database design, system design, computer hardware,
routing and networking, computer security, project management, supply chain
management, entrepreneurship, and business administration. Research is available on
my website.