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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 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 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 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 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 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 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 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.