Home: 863-256-5646 Cell: (651) 321-3131 • Personal e-mail: stevecookresume@comcast.net
Four Keys Letters: http://www.judgmentcenter.com/Steven_Cook_4KeysORIGINALbutReducedSize.pdf
Full and Detailed Resume: http://www.judgmentcenter.com/Steve_Cook_Resume_long_resume_Final_Copy.pdf
Shorter Resume: http://www.judgmentcenter.com/Steve_Cook_Resume_short_resume_Final_Copy.pdf
Monthly Tech Support Total summary: http://www.judgmentcenter.com/Steve_Cook_MonthlyTotals.docx
Monthly Tech Support Detailed Totals: http://www.judgmentcenter.com/Steve_Cook_Monthly_Totals.xls
Walt Disney World Transportation Bus Trainer
Walt Disney World Transportation Bus Driver
HDI (Help Desk Institute) Support Center Analyst :
(10/14 – present)
(07/13 – present)
(certified in 2012)
Software Support T echnical S ervice R ep.: (TSR) (07/07 to 03/13)
Tech Support (Software Support) Team Leader and WIN Manager (03/04 – 07/07)
Tech Support (Software Support): Level II (11/03 – 03/04)
Tech Support (Software Support): Level I (11/02 – 11/03)
IBM Mainframe Programming Team Leader
Senior Technologist (Sr. Programmer/Analyst)
Technologist (Programmer/Analyst)
(07/98 to 11/02)
(04/98 – 07/98)
(10/95 – 04/98)
Programmer Analyst (03/92 – 10/95)
DOD (Department of Defense) Secret Security Clearance (1976 – 1982)
United States Air Force Staff Sergeant . (Law Enforcement & Supply Systems) (1976 – 1982)
DRIVER: As a Cast Member in Transportation Bus Operations, I drive multiple routes across the Walt Disney
World Resort. I understand the entire property to answer Guest questions, spiel stops and safety information over a microphone and operate a disabled lift to assist Guests utilizing wheelchairs to gain access to the bus. Conduct vehicle inspections and ensure the safety of our Guests and Cast Members.
TRAINER: A Disney trainer serves as a first and lasting impression for new Cast Members. A Disney trainer is a role model for the Disney Service Basics AND Bus Driving, epitomizes the Disney values and continually develops themselves as a leader of tomorrow. 4-Keys. Buses: Nova, Gillig, articulated
I am a Disney World bus driver location trainer where I teach the learners the routes we drive for guests and cast members on internal cast shuttles. Also mod (modified) runs, park opening and closing procedures for bus drivers. I go over 4-Keys daily, safe driving, DOT pre & post trip inspections, driver bumps, hypercare, DVIR,
MDT, radio procedures, ride along with other drivers and more.
Infinite Campus is a comprehensive, hi-tech web-based K12 student information system nationwide.
Level I 07/07 – 01/08
Level II 01/08 – 03/13 (My team supports Level I partners like KY Department of Education, CIC, Optimal, CBoces)
HDI Support Center Analyst: certified in 2012
Steve Cook Resume/Supporting Documentation: www.JudgmentCenter.com/Resume.html
www.JudgmentCenter.com/resume.html

Major Accomplishments


Closed the highest high number of support cases (tickets) in company (team of 12)
Voted the TSR most desired to work on support cases/tickets by two of our partner groups as told to CEO

Support case surveys: highest number of surveys in all of support and with 98.6 out of 100 average.

HDI Support Center Analyst: certified in 2012

Cases: support employees are expected to close 10 cases a day. I averaged 15 cases a day, no one else in my team broke 10 a day average. (I have the metrics to show these numbers)
Job Responsibilities include but are not limited to:

CSR Tool is: http://www.sugarcrm.com/crm/ SugarCommunity Edition

Provide phone support for customers nationwide

Outbound customer callback concerning previously submitted cases

Verify support contact credentials and account service level agreements

Discuss details of customer issue with support contacts

Verify replication of issues on customer Web site

Document details of customer case

Triage and prioritize customer issues

Troubleshoot customer reported issues

Investigate issues beyond the front end of the product

Perform and document case related support activities

Serve as a liaison between the support team and other points of escalation within the company, school districts and partners.

Escalate qualified issues to a variety of escalation points for further review and action.

Diagnose Email Messenger server issues and escalate to hosting/server admin when necessary
Background

12+ years previous experience in call center or customer service organization

Experienced with both Web and PC based applications


Familiarity with Microsoft SQL
Microsoft: Outlook, Outlook Express, Word, Excel, Access, HTML, Microsoft Projec t, Publisher and more.

Microsoft Operating Systems: Windows 7, XP, Vista, 2000, ME, 98. Mac OS X.

Browsers: Internet Explorer, Firefox, Google Chrome. A c omplete ‘skills inventory matrix’ is also available at the end of my resume.
NannyCam (also known as 321cam.com) – St. Paul, MN (company purchased by Eagletron 03/07)
* Manufacture of hardware and software developer for IP based video security systems.
WIN* Manager
Level II Software support
Level I Software support
*WIN Manager = Work In Network manager
Details:
03/04
11/03
11/02
– 07/07
– 03/04
– 11/03
Sales/Support/Staff worldwide.
The primary duty is to ensure the satisfaction of customers. Making sure that our employees have what they need to do their job to company standards.
S

Steve Cook Resume/Supporting Documentation: www.JudgmentCenter.com/Resume.html
www.JudgmentCenter.com/resume.html

Direct interaction with customers, employees, team leaders and outside vendors. Common duties involve customers include addressing complaints, replying to inquiries, developing and overseeing processes. Duties that involve employees can include scheduling, holding staff meetings, and maintaining employee records.

Build relationships, research questions, and compose responses.

Oversee community vendors and hold accountable to company standards.

IBM Maximo Asset Management

Perform field inspections of the property, log conditions, and escalate as necessary.


Administer record keeping process using both physical and electronic databases.
Analyze business processes, develop improvement recommendations, and implement solutions.

Assist third-party accounting partner with accounts payable and accounts receivables functions.

Generate a variety of reports through multiple systems (SAS and SQL inquires)

SAP administration and ordering.
Oversaw the employees. I was promoted from the software support position, but I was trained in other areas of the company which meant I had experience in all of the positions of the individuals I could possibly oversee if transferred.
Help ensure that employees are working safely and efficiently and to help them overcome problems they may encounter while engaged in their duties.

Utilized a CSR tool: CustomerQuest CSR Enterprise System.

Service the customer.

Prepare and implement current and future budgets

Team Leader: Supervise 6 software support reps

Perform employee reviews (semi-annually),

Coaching and Training new and existing employees

Try to keep moral high with team building, individual counseling

Conduct daily team meetings

Reprimand as needed

With HR: involved with hiring, pay, promotions, terminations

Weekly reporting to management of cases/tickets/calls/responses/times for all software reps.

Billing support using internally developed application for customers plus Quickbooks for internal reports.

Call Center: receive telephone calls from prospective and also current customers, answered email and also online trouble tickets too.

Remote installing and servicing software on customers PC

Active Directory (enterprise management)

Group Mail Corporate Platinum E-mail system support

Windows: Many platforms: XP Pro, Vista, NT, 2000, ME, 98

Terminal Services Client

Set, reset password and software settings and options on customers PC.

Take new orders and changes to existing orders.

TOAD, IIS Internet Information Services, FTP,

Microsoft: Outlook, Outlook Express, Word, Excel, Access, HTML, Microsoft Project, Publisher and more.

Microsoft Operating Systems: Windows 7, XP, Vista, 2000, ME, 98. Mac OS X.


Browsers: Internet Explorer, Firefox.
Used Flowcharter software for projects and for documentation for training

Perform SQL Backups of internal CRM database using Putty

Several employee of the month recognition (6 times) during my employment from 2002 - 2007.

All of the software supported is custom software. It can be very, very complex.

I became the expert with the software, the departments go to guy which allowed me to become team lead
Steve Cook Resume/Supporting Documentation: www.JudgmentCenter.com/Resume.html
www.JudgmentCenter.com/resume.html


Being a good listener. Walk a customer through the software while on the phone. Sometimes I use software like WebEx so we can view the customers computer at the same time. Most of the time I just had to decipher what their problem or issue is by just being a good listener.

Detailorientated and “multi-tasker”. Ability to handle competing priorities and tight deadlines.

Known for quality and timely completion of projects.

Effective Communicator. Polished telephone, interpersonal, and writing skills.

Self motivation and a pro-active approach to meeting deadlines; strong time management skills.
Training: I conducted training classes for all new employees of our hardware and software
Including conducting training sessions at client sites – post sales training of the hardware and software.
* Greeted every call in a friendly manner
* Made sure customers were satisfied with our services and/or products at the end of every call.
* Helped with customer questions to ensure customer satisfaction.
* Answered any additional questions customer may have had about their account.
IBM Mainframe Programming:
FairIsaac – Arden Hills, MN
* Most senior computer programmer in a team of 10. IBM Mainframe Computer Programming.
Cobol.
* NCOA processing. Group1 Mail/Merge, selects and matchbacks for large mail list processes.
Hands on development/project lead in a team of 10 people.
I wrote many of the new systems, or did major enhancements using Cobol, Group 1 , SyncSort, MVS Jcl, Idcams,
Vsam, TSO/SPF, batch and online CICS applications.
Participated in initial system design meeting with client. Directed, developed and/or designed system, program and production job flow specifications, according to job requirements as provided by the customer. Prepared and submitted production job streams from project specifications following established administrative and audit procedures. Coded, tested, debugged and implemented complex programs. Acted as internal mainframe expert resource on specific programs, products, applications, and languages.
We wrote and ran systems for external companies such as Microsoft, KalKan, Disney World, Disney Cruise Lines,
Quickbook.
One major accomplishment was for the client Microsoft. They had large sets of data coming in from all sorts of different sources in all sorts of different formats. I and the team took the data and load database tables and vsam files. This was a Microsoft loyalty program with about 6 million accounts in a total database of about 28 million records. This loyalty program with its 28 million records was used for repetitive customer contact. Used Cobol,
Vsam, flat files, Group 1 (selects, Matchbacks, Merge/Purge, converts) tools to develop this system.
Contacting the customer multiple times can keep a customer even though it is more expensive than just the one contact, but keeping a customer loyal costs much less than new customer acquisition costs. Saved over
$100,000 in a 6 million direct mail piece by eliminating dups and performing address hygiene and NCOA.
Tools used extensively was Cobol, VSAM, MVS Jcl and Group1 Software including 1) Selects 2) Matchbacks
3) Code-1 Plus (US), Merge/Purge Plus and NCOA (National Change of Address) and Converts.
Address hygiene includes both standardization and validation). There would be a match score (loose to tight), and many other fields coming back including the standardized and validated address. Individual and household levels.
Steve Cook Resume/Supporting Documentation: www.JudgmentCenter.com/Resume.html
www.JudgmentCenter.com/resume.html

Clients included but not limited to:
Walt Disney World, Disney Cruise Lines, Quikbook.com, Leo Burnett, Howard Jarvis, CSC, UJA, UJC,
LWW, Dahlberg Miracle Ear, KalKan.
Monitored quality of team member's work. Oversaw specifications prepared by Jr. Programmers. Provided regular new employee orientation and on-the-job training to less experienced programmers. Provided work direction to team members, or other team members.
Critiqued team members work - daily and also on their annual review.
Backed up other programmers and production personnel on overflow projects.
IBM Mainframe Programming:
Piper Jaffray – Minneapolis, MN
* 1099 system Team Leader/Supervisor in a team of 4. IBM Mainframe Computer Programming.
* Assembly programming language.
* Reduced the processing time for the 1099 system from 6 programmers working for 9 days
down to 2 programmers working for 3-4 days.
* System was cumbersome, now streamlined and also very thoroughly documented.
Team Leader
Technologist (Programmer/Analyst)
Programmer Analyst
04/98 – 07/98
10/95 – 04/98
03/92 – 10/95
Performed unit and system testing, documentation and implementation. Responsible for verifying that Piper’s programs are in compliance with the Internal Revenue Service, and within state and federal guidelines for
1099/IRA.
Completed projects include:
 Created and maintained VSAM space utilization for the company’s 1099/IRA VSAM & sequential files.
 Streamlined the Company’s complex and cumbersome 1099/IRA systems. Made it feasible to run the entire
1099/IRA process upon request. This involved analyzing 260 batch jobs, 300 programs, 48 VSAM files, 7 new
CICS screens. Authored 17 of the 48 VSAM files just for the 1099/IRA process

Cut the processing time down from approx. 7 days to 3 days for the 1099/IRA.

Wrote 1099/IRA system, program, data flow, and user documentation for all jobs, programs, reports, sorts, files. The completed manual includes records counts, times and dates; 300+ pages in length.

Added new Annuity product to the Piper Jaffray product line which included CICS, and many batch jobs.

QC/QA Testing of applications before delivery to external clients (lead QC/QA programmer doing this on the team)
As a programmer analyst at Piper Jaffray, I was responsible for analyzing, enhancing and maintaining programs which are government-related: 1099s, IRAs, 5498s, 2439s, including state and federal tax reporting. In addition I was the lead programmer for a programming team of 4 programmers for 1099/IRA.
Assembly, DOS, JCL, Vollie editor, VSAM, CICS, SDF, Dynt, Intertest, CEDF,
OLFU, SyncSort
Business Incentives
COBOL, VSAM, CICS, Batch programming
Steve Cook Resume/Supporting Documentation: www.JudgmentCenter.com/Resume.html
www.JudgmentCenter.com/resume.html

Strategicare Inc.
(medical software development and support for clinics, small hospitals including patient scheduling application, direct clinic/client contact and 1st line of support)
Unix, NCR tower, using VI editor, COBOL
:
North American Life and Causality (NALAC)
COBOL, VSAM, CICS, Batch programming
LOMA (Life Office Management Association) parts 1, 2 and 7
* US Air Force Veteran – Non-Commissioned Officer: Staff Sergeant (E-5).
06-76 to 06/81
* Law Enforcement Specialist (Security Police) and Mainframe Computer Operator.
* Honorable Discharge, good conduct medal, outstanding unit ribbon, Secret Security Clearance.
Supply Systems computer operator and shift supervisor 1978 – 1981
Law Enforcement specialist and Patrol Leader 1976 – 1978
(Same duties as your local police officer or deputy sheriff)
Dispatch to police patrols. Also handled emergency calls (similar to 911 operator) and bank alarms.
Military Training:
Air Base Ground Defense
Supply Systems
Law Enforcement Academy
Supervisor Safety Course
NCO Non-Commissioned Officer
Command Post Controller: TDY (temporary duty) at Chanute Air Force Base Command Post
Each Command Post has 2-way radios to the local police, base security, hospital and ambulance service, fire department and to the base commander. Also able to send weather and other alerts over the radio and crawl line on cable TV.
Every day I would assess and prioritize calls, alarms and alerts and order specific and correct responses.
In the center of all the action is where Command Post specialists work, often alongside the base Wing
Commander. Specific tasks vary from base to base, but the basic job is to help facilitate the primary base mission.
If you're on a nuclear missile base, you'll help the commander stay in contact with higher level command. On bases with busy flight lines, you'll schedule flights, loading and unloading cargo, aircraft maintenance and more.
Command Post specialists are essential to making sure a base operates smoothly and effectively.
The command post has several functions including tracking and reporting on flights in and out of the airport.
Command post controllers are also responsible for compiling the daily situation report as well as operational reports if serious conditions arise, such as a death or aircraft accident. These reports keep senior leaders at all levels informed of events here, officials said. The command post controllers then pass this information on to people at the air terminal operations center and the aircraft maintainers on the parking ramp. This helps everyone prepare for the aircraft. If the aircrews require flight changes, the controllers will coordinate with the necessary divisions.
Steve Cook Resume/Supporting Documentation: www.JudgmentCenter.com/Resume.html
www.JudgmentCenter.com/resume.html

Associate in Applied Science coursework:
Community College of the Air Force Courses
Lakewood Community College (several Data Processing courses)
University of Minnesota – Financial Accounting 101
Control Data Institute – Mainframe Computer Programming, Data Processing and Computer Operations
Mini-Master of Software Design & Development University of St. Thomas
Very experienced with complete Suite of software including:
(a full and detailed list can be presented anytime)


Microsoft: Outlook, Outlook Express, Word, Excel, Access, HTML, Microsoft Project, Publisher and more.
Microsoft Operating Systems: Windows 7, XP, Vista, 2000, ME, 98. Mac OS X.

Browsers: Internet Explorer, Firefox, Google Chrome.
Significant continuing professional education, seminars, conventions, and special training programs: General
Management, Human Resource Management, Operations Management, Customer Service, Marketing, Security, and specialized Information Technology. Computer literacy includes word processing, spreadsheet, graphic art software and Microsoft Office Suite. Advanced Internet experience.
IMPORTANT: Towards the end of this resume is my “Skills Inventory” list, where my skills are rated 1 to 4. And then below the “Skills Inventory” list is an Excel spreadsheet attached when I was tech support in 2007 - 2013. If you open this resume in Microsoft Word then you can scroll to the Excel spreadsheet at the very end, then enlarge your view 5 to 10 times larger, you will then be able to read the data on the Excel spreadsheet.
When I was tech support I averaged 15 cases (tickets) a day and the closest all other tech support people on my team closed 6 cases (tickets) a day. I closed triple their average. When you get to the EXCEL spreadsheet, please enlarge your view where you will then be able to read it.
Webmaster to several websites* (1,250+ webpages), 3 MySQL databases, 1 SSL certificate.
*Top three websites include: 321Cam.com, JudgmentCenter.com, LogitechSpecials.com
Commercial Facebook and Twitter Accounts experience for LogitechSpecials.
Published book author (training manual) sold at Barnes and Noble, Amazon, Kindle and at a public library too.
Private Pilot (VFR visual flight rules, I flew Cessna 150 and 172).
Steve Cook Resume/Supporting Documentation: www.JudgmentCenter.com/Resume.html
www.JudgmentCenter.com/resume.html

1 = training or light experience 2 =some experience 3 =good experience 4 =very good experience
(MS = Microsoft)
Access (MS) 4 current 10+ years
Adobe Acrobat
Adobe Photo Shop
Adobe Reader
Bulk E-mail server software
4 current 6 years
2 current 3 years
4 Current 10+ years
4 current 10+ years
CLEAR:Access 7 3 11/02 2 years
CommerceTrends(Webtrends) 3 current 2 years
Corporate Platinum E-mail system
4 current 6 years
DNS Domain Name Servers
DOS 6.22 (MS)
E-Mail
Excel (MS)
4
4
4
4 current
05/98 current current
8 years
4 years
10+ years
10+ years
Flow Chart 4.0
Flowcharter 7
Front Page
FTP Pro-GUI file transfer
Group Mail Plus
Hitbox website tracking
2
3
4
4
4
3
06/00 current current current current
12/04
1 year
1.5 years
8 years
1 year
2 years
10+ years
HTML 3 current 7 years
IIS Internet Information Services 3 current 1 year
Informatica
Internet Explorer
JAVA
Jrun Admin & Default Server
2 12/02 6 months
4 current 10+ years
2
1 current current
8 years
1 year
Mail Enable Administrator
Microsoft Publisher
2 current 1 year
2 current 6 years
Netscape Navigator/FireFox 3 current 4 years
Outlook (MS) 4 current 10+ years
Steve Cook Resume/Supporting Documentation: www.JudgmentCenter.com/Resume.html
www.JudgmentCenter.com/resume.html

1 = training or light experience 2 =some experience 3 =good experience 4 =very good experience
Photoshop (Adobe) 2 current 3 years
PowerPoint (MS)
Quickbooks
Quicken
Terminal Services Client
1 current 1 year
2 07/2009 3 years
4 current 10+ years
3 02/2007 1 year
TOAD
URL (registering web sites)
2 07/2007 3 years
4 current 10+ years
WEB (the Internet) 4 current 10+ years
WebTrends(CommerceTrends) 2 current 1 year
Windows 2000
Windows XP
4
4
02/06 current
5 years
4 years
Windows 98
Windows NT
Win-ZIP
Word (MS)
4 current 3 years
4 07/98 2 years
3 current 6 years
3 current 10+ years
Steve Cook Resume/Supporting Documentation: www.JudgmentCenter.com/Resume.html
www.JudgmentCenter.com/resume.html

1 = training or light experience 2 =some experience 3 =good experience 4 =very good experience
1099/IRA Applications 4 7/98 3 years
Abend-Aid
Accounts Payable M&D
Assembly
Basic language
Benefits- 401k Apps.
3 11/02 5 years
4 12/85 2 years
4 07/98 7 years
1 04/81 1 month
2 09/89 1 month
Billing Applications
BMS for CICS
CA-7 Scheduler
CEDF for CICS
CICS programming
COBOL
Converts (Group 1 software)
Data-Expert
DB2/Sql
Ditto
DOS JCL
Dyl 260 & 280
Easytrieve
Eye-Spy
File-AID
Group 1 software
Idcams
IDMS
2
3
4
4
4
3
2
05/90
07/88
2 11/02
07/98
07/98
11/02
05/90
11/02
7 months
1 year
3 years
6 years
8 years
3 years
10+ years
6 months
1 11/02 class
1 07/98 6 years
4 07/98 7 years
2 03/89 2 months
2 03/86 2 months
1 06/00 class
4 01/01 5 years
4 11/02 3 years
4 11/02 10 years
2 12/89 1 month
IEBGENER
IEBPTPCH
IEFBR14
IMS database
Intertest
JCL (MVS and DOS)
JCLCheck
Keymaster
2 12/89 3 years
2 12/89 3 years
2 12/89 3 years
3 05/90 1 year
4 07/98 6 years
4 11/02 15 years
3 11/02 3 years
4 06/83 2 years
Librarian 2 12/86 1 year
Steve Cook Resume/Supporting Documentation: www.JudgmentCenter.com/Resume.html
www.JudgmentCenter.com/resume.html

1 = training or light experience 2 =some experience 3 =good experience 4 =very good experience
Life Insurance Applications 3 06/83 2 years
Load Libs
Mail Order Applications
MatchBacks (Group 1)
McCormack & Dodge Apps.
MFS
MIS/OL
3
4
4
4
11/02
11/02
11/02
12/85
10+ years
3 years
3 years
2 years
MVS JCL
Panvelet
Quickjob
SAS
Parms in JCL
Purchase Order M&D
2 05/90 1 month
3 05/85 6 months
4
4
11/02
01/91
9 years
3 years
3 11/02 7 years
4 12/85 2 years
2
2
06/85
11/02
6 months
3 years
SDF for CICS
Selects (Group 1 software)
SORT/SyncSort/
SQL 2 day class
4
4
07/98
11/02
4 11/02
6 years
3 years
SQL maintenance 1 06/00 class
SQL programming 1 06/00 class
12 years
1 06/00 class
SQL query
STAR Tools
TRACK
TSO/SPF
TUG
UNIX (COBOL language)
VI editor
Vollie
1 06/00 class
3 current 2 years
1 06/00 class
4 11/02 10+ years
2 04/86 1 month
2 08/91 5 months
3 08/91 5 months
4 07/98 6.4 years
VSAM
Xpediter
XRAY
Y2K COBOL & ASM
4 11/02
4 11/02
1 06/00
10+ years
5 years
Class
4 02/00 2 years
Steve Cook Resume/Supporting Documentation: www.JudgmentCenter.com/Resume.html
www.JudgmentCenter.com/resume.html

Steve Cook Resume/Supporting Documentation: www.JudgmentCenter.com/Resume.html
www.JudgmentCenter.com/resume.html

Scroll to the bottom, then scroll to the right. I (Steve) averaged 15 a day and the closest other person averages 6 a day.
Cases closed.
Grant
Jo
Justin
Leah
Lindsey
Marty
Mike A.
Rachael
Rick
Steve
Sub-Total
Avg. Sub
Cher
Diane
Grant
Jo
Justin
Leah
Rick
Steve
Sub-Total
Avg. Sub
Cher
Diane
Grant
Jo
Justin
Leah
Lindsey
Marty
Mike A.
Rachael
Rick
Steve
Sub-Total
Avg. Sub
Cher
Diane
Lindsey
Marty
Mike A.
Rachael
Rick
Steve
Sub-Total
Avg. Sub
Steve
Sub-Total
Avg. Sub
Cher
Diane
Grant
Jo
Justin
Leah
Lindsey
Marty
Mike A.
Rachael
Grant
Jo
Justin
Leah
Lindsey
Marty
Mike A.
Rachael
Rick
Weekly Totals
Week
REP
Cher
Diane number
14
14
14
14
14
14
14
14
14
14
14
14
15
15
15
15
15
15
15
15
15
15
15
15
17
17
17
17
17
17
17
17
17
17
17
17
18
18
18
18
18
18
18
18
18
18
18
18
16
16
16
16
16
16
16
16
16
16
16
16
PTO
Hours
4.00
Training Meeting
Hours Hours
1.00
1.00
4.00
8.00
1.00
1.00
1.00
1.00
1.00
1.00
1.00
1.00
1.00
8.00
24.00
6.00
16.00
0.00
#DIV/0!
16.00
16.00
8.00
8.00
8.00
56.00
11.20
8.00
24.00
36.00
16.00
84.00
21.00
16.00
16.00
16.00
16.00
16.00
16.00
16.00
128.00
16.00
0.00
#DIV/0!
1.00
1.00
11.00
0.92
1.00
1.00
1.00
0.00
0.00
1.00
1.00
1.00
1.00
12.00
1.00
1.00
1.00
1.00
1.00
1.00
1.00
1.00
1.00
1.00
0.00
1.00
1.00
1.00
13.00
22.00
1.83
24.00
8.00
32.00
16.00
4.00
4.00
4.00
12.00
4.00
0.00
#DIV/0!
0.00
#DIV/0!
2.00
2.00
4.00
5.00
1.00
1.00
1.00
1.00
1.00
1.00
1.00
1.00
16.00
1.33
8.00
2.67
1.00
1.00
1.00
Monthly Totals
Cher
Diane
Grant
Jo
Justin
Leah
Lindsey
Marty
Mike A.
Rachael
Rick
Steve
Avg. Total
REP
Cher
Diane
Grant
Jo
Justin
Leah
Lindsey
Marty
Mike A.
Rachael
Rick
Steve
Total
Avg. Total
8.00
0.00
12.00
0.00
24.00
8.00
8.00
208.00
17.33
PTO
Hours
28.00
28.00
0.00
40.00
52.00
Training
Hours
16.00
0.00
0.00
0.00
16.00
16.00
16.00
16.00
16.00
16.00
0.00
16.00
128.00
10.67
6.00
4.00
8.00
4.00
3.00
4.00
16.00
69.00
5.75
Mtg
Hours
4.00
4.00
4.00
9.00
3.00
Daily Rep Average
Hours
Out
48.00
32.00
4.00
49.00
71.00
30.00
20.00
36.00
20.00
43.00
12.00
40.00
405.00
33.75
REP
PTO
Hours
1.12
1.12
0.00
1.60
2.08
0.32
0.00
0.48
0.00
0.96
0.32
0.32
0.69
Training
Hours
0.64
0.00
0.00
0.00
0.64
0.64
0.64
0.64
0.64
0.64
0.00
0.64
0.43
Mtg
Hours
0.16
0.16
0.16
0.36
0.12
0.24
0.16
0.32
0.16
0.12
0.16
0.64
0.23
Hours
Out
1.92
1.28
0.16
1.96
2.84
1.20
0.80
1.44
0.80
1.72
0.48
1.60
1.35
0.00
2.00
8.00
2.00
0.00
4.00
0.00
0.00
0.00
0.00
40.00
3.33
5.00
1.00
1.00
5.00
5.00
1.00
1.00
5.00
1.00
1.00
1.00
1.00
28.00
2.33
36.00
1.00
1.00
1.00
1.00
17.00
1.00
9.00
17.00
195.00
16.25
9.00
1.00
1.00
24.00
13.00
106.00
8.83
0.00
24.00
5.00
1.00
1.00
9.00
1.00
1.00
1.00
Hours
Out
1.00
5.00
1.00
1.00
9.00
36.00
3.00
33.00
1.00
1.00
17.00
17.00
25.00
17.00
17.00
17.00
24.00
39.00
35.00
39.00
39.00
39.00
39.00
452.00
37.67
40.00
38.00
32.00
38.00
40.00
36.00
40.00
40.00
40.00
40.00
440.00
36.67
35.00
39.00
39.00
35.00
35.00
39.00
4.00
39.00
39.00
39.00
39.00
23.00
39.00
27.00
374.00
31.17
40.00
16.00
15.00
23.00
23.00
23.00
16.00
31.00
23.00
285.00
23.75
31.00
39.00
39.00
16.00
Hours % Hours
43.5
39.1
40.0
%
Available Available Logged In Utilized
39.00
98% 41.5
106%
35.00
88% 38.1
109%
39.00
39.00
98%
98%
112%
100%
35.00
39.00
39.00
88%
98%
98%
114%
0%
109%
31.00
39.00
39.00
39.00
31.00
444.00
37.00
78%
98%
98%
98%
78%
93%
42.3
36.3
42.3
42.5
37.5
34.2
437.3
39.8
117%
109%
109%
96%
110%
99%
%
Ready
71%
70%
75%
72%
59%
7.00
39.00
39.00
23.00
23.00
18%
98%
98%
58%
58%
24.1
42.1
41.4
23.1
26.6
344%
108%
106%
101%
116%
69%
25%
67%
70%
83%
55%
66%
75%
76%
73%
70%
59%
38%
58%
58%
58%
40%
78%
58%
59%
78%
98%
98%
40%
10%
98%
98%
98%
98%
58%
98%
68%
78%
100%
40%
100%
95%
80%
95%
100%
90%
100%
100%
100%
100%
92%
88%
98%
98%
88%
88%
98%
98%
88%
98%
98%
98%
98%
94%
40.4
29.5
50.1
31.0
31.6
41.4
381.3
34.7
33.5
40.4
43.3
17.4
5.4
42.3
45.0
44.1
25.4
38.6
42.6
377.9
34.4
42.2
17.0
29.2
40.5
35.3
42.5
40.1
43.1
42.5
40.1
42.1
414.6
37.7
38.4
42.0
42.2
34.3
40.4
42.4
36.2
42.6
42.2
41.4
42.4
444.3
40.4
0%
176%
128%
218%
194%
102%
180%
148%
108%
104%
111%
109%
134%
0%
108%
115%
113%
110%
99%
158%
106%
105%
106%
73%
107%
110%
0%
106%
111%
108%
106%
100%
105%
95%
110%
108%
108%
98%
115%
0%
109%
103%
109%
108%
106%
109%
99%
62%
80%
71%
77%
71%
63%
60%
73%
70%
75%
68%
68%
72%
73%
77%
83%
83%
63%
65%
69%
79%
77%
82%
72%
60%
79%
66%
71%
68%
62%
54%
65%
71%
74%
61%
45%
42%
65%
39%
44%
67%
39%
73%
% % # Calls # Calls % Avg
Not Ready Talktime Handled Presented Handled Talktime
27% 2% 10 10 100% 0:03:13
28% 2% 9 9 100% 0:04:47
23%
27%
37%
2%
1%
4%
8
9
13
8
9
13
100%
100%
100%
0:06:12
0:02:09
0:06:38
Avg Hold Max Hold Incoming (non-ACD) Outgoing (non-ACD) Transfers
Time
0:00:50
0:00:19
Time
0:02:09
0:01:18
# Calls
1
4
Talktime
0:00:20
0:07:23
# Calls
16
17
Talktime
0:01:34
0:03:06
In
1
2
Out
2
3
0:00:16
0:00:01
0:00:09
0:01:15
0:00:09
0:00:42
0
7
8
0:00:00
0:05:21
0:09:53
21
13
17
0:02:34
0:04:29
0:06:22
1
1
5
2
1
4
28%
23%
21%
23%
28%
36%
28%
75%
30%
27%
15%
44%
56%
32%
60%
56%
33%
58%
44%
33%
26%
23%
38%
55%
34%
17%
31%
25%
29%
34%
31%
27%
17%
20%
17%
25%
38%
22%
25%
22%
30%
27%
24%
25%
22%
14%
16%
36%
36%
18%
27%
20%
29%
33%
25%
6%
2%
2%
3%
1%
4%
3%
0%
3%
2%
1%
2%
1%
2%
1%
1%
0%
3%
1%
2%
3%
3%
1%
1%
6%
3%
2%
4%
3%
4%
3%
3%
3%
3%
1%
3%
2%
5%
4%
2%
1%
4%
3%
1%
1%
3%
1%
1%
1%
2%
2%
2%
67%
4%
8%
16
13
18
13
8
7
124
11
1
15
12
6
5
9
10
5
3
2
8
76
7
11
13
14
6
1
21
26
18
12
12
13
147
13
15
5
10
12
11
8
20
21
12
10
10
134
12
12
7
10
9
3
9
12
8
13
6
12
101
9
18
13
18
13
9
8
128
12
1
15
12
6
5
11
10
5
3
2
8
78
7
11
14
15
8
1
21
28
19
12
12
17
158
14
15
5
10
12
11
9
20
21
13
10
10
136
12
12
8
10
10
3
11
12
8
13
6
13
106
10
89%
100%
100%
100%
89%
88%
97%
100%
100%
100%
100%
100%
82%
100%
100%
100%
100%
100%
97%
100%
93%
93%
75%
100%
100%
93%
95%
100%
100%
76%
93%
100%
100%
100%
100%
100%
89%
100%
100%
92%
100%
100%
99%
100%
88%
100%
90%
100%
82%
100%
100%
100%
100%
92%
95%
0:08:13
0:02:39
0:02:38
0:06:12
0:03:29
0:10:55
0:05:11
0:01:53
0:04:28
0:04:37
0:01:24
0:04:45
0:03:29
0:03:37
0:04:58
0:03:39
0:04:31
0:08:07
0:04:08
0:03:22
0:04:20
0:05:01
0:01:08
0:01:36
0:05:55
0:02:58
0:02:46
0:04:03
0:04:29
0:07:05
0:03:53
0:05:29
0:05:52
0:04:04
0:02:22
0:05:34
0:04:44
0:04:35
00:04:20
0:04:35
0:03:18
0:10:05
0:05:00
0:01:50
0:03:39
0:05:22
0:02:20
0:08:58
0:02:55
0:03:03
0:05:04
0:03:46
0:02:32
0:08:07
0:04:20
0:01:14
0:00:14
0:00:22
0:00:42
0:00:14
0:00:05
0:00:24
0:00:04
0:00:30
0:00:35
0:00:18
0:00:39
0:00:24
0:00:26
0:00:11
0:00:00
0:00:00
0:00:50
0:00:22
0:00:03
0:00:43
0:00:05
0:00:14
0:00:16
0:00:49
0:00:08
0:00:43
0:00:25
0:00:38
0:00:27
0:00:25
0:00:16
0:00:32
0:00:49
0:00:25
0:00:02
0:00:47
0:00:36
0:00:39
0:00:20
0:00:10
0:00:00
0:00:25
0:00:59
0:00:41
0:01:21
0:00:01
0:00:23
0:00:40
0:00:15
0:00:30
0:00:11
0:00:10
0:00:10
0:00:29
0:06:25
0:01:54
0:02:36
0:01:38
0:00:55
0:00:31
0:01:47
0:00:04
0:02:50
0:02:58
0:01:52
0:02:04
0:01:38
0:01:31
0:00:58
0:00:00
0:00:00
0:03:18
0:01:34
0:00:41
0:02:37
0:00:54
0:01:14
0:00:16
0:06:39
0:01:06
0:04:11
0:01:49
0:03:32
0:03:40
0:02:25
0:03:10
0:01:49
0:03:52
0:02:17
0:00:16
0:04:10
0:02:48
0:04:09
0:01:10
0:01:00
0:00:04
0:02:15
0:03:38
0:03:17
0:05:10
0:00:08
0:01:10
0:01:42
0:02:40
0:02:51
0:01:12
0:01:05
0:01:44
0:02:14
7
4
1
8
4
23
67
6
0
4
3
3
5
4
2
1
3
1
10
36
3
2
2
2
2
2
5
4
2
7
2
18
48
4
1
2
5
5
1
8
3
8
2
3
16
54
5
1
1
0
4
10
5
2
2
2
4
19
50
5
0:01:36
0:05:42
0:00:40
0:02:24
0:00:56
0:01:52
0:03:17
0:00:00
0:15:08
0:01:43
0:05:32
0:12:49
0:00:55
0:00:07
0:00:02
0:00:12
0:00:22
0:06:27
0:03:56
0:00:36
0:04:25
0:00:03
0:04:47
0:12:35
0:01:23
0:00:36
0:00:27
0:01:04
0:00:08
0:04:31
0:02:47
0:00:23
0:00:42
0:04:25
0:05:46
1:02:51
0:01:51
0:04:52
0:01:52
0:03:31
0:00:13
0:01:29
0:08:00
0:00:16
0:00:02
0:00:00
0:04:08
0:13:01
0:02:44
0:03:13
0:00:10
0:01:47
0:00:27
0:01:41
0:02:30
21
9
12
26
20
108
280
25
2
21
15
7
8
21
29
6
3
18
48
178
16
8
29
19
2
3
23
16
15
24
12
94
245
22
15
13
17
7
6
14
29
13
17
12
95
238
22
14
24
8
6
10
19
8
10
21
10
94
224
20
0:01:26
0:01:35
0:01:47
0:02:27
0:04:58
0:03:55
0:03:07
0:01:10
0:02:56
0:03:33
0:01:01
0:05:49
0:01:02
0:02:48
0:03:19
0:01:14
0:02:40
0:04:55
0:02:46
0:01:36
0:02:34
0:05:02
0:04:04
0:01:04
0:01:06
0:01:50
0:01:41
0:02:44
0:01:27
0:03:52
0:02:27
0:01:54
0:02:59
0:01:37
0:01:32
0:02:56
0:02:36
0:01:50
0:02:01
0:04:16
0:02:17
0:03:10
0:02:28
0:00:48
0:02:52
0:01:33
0:02:50
0:05:14
0:01:42
0:01:56
0:08:39
0:02:05
0:01:19
0:03:33
0:02:57
1
3
0
1
3
2
20
2
0
1
2
0
1
1
1
0
0
0
0
6
1
0
0
2
1
0
2
2
1
4
1
2
15
1
1
1
2
1
0
0
2
4
1
1
2
15
1
1
1
0
0
1
0
1
1
0
3
2
10
1
5
0
1
31
3
5
5
3
1
3
3
1
1
1
9
4
2
1
1
32
3
5
3
1
3
1
4
2
1
0
4
21
2
0
1
1
0
3
4
5
0
0
3
1
1
23
2
32
24
18
0
30
52
42
31
25
121
426
36
27
32
18
19
23
0
33
22
20
36
20
125
375
31
6
0
49
46
35
43
26
125
440
37
31
20
21
66
290
24
21
44
35
10
38
0
44
26
31
47
32
Total
Calls
27
30
29
29
0
34
41
12
9
138
471
39
3
40
30
16
18
3
37
3
2
1
5
3
3
6
5
1
6
8
Cases
7
1
0
4
1
10
25
2
3
7
0
3
1
1
2
0
3
0
0
2
3
11
42
4
5
0
2
0
2
2
1
0
0
2
1
4
5
2
8
3
4
5
2
11
44
13
29
2
1
1
1
2
32
3
0
1
6
1
0
4
5
0
10
Created
0
3
3
0
4
1
2
Call
32
131
11
10
17
17
1
1
0
22
17
21
9
0
9
26
4
6
13
17
10
70
203
17
21
5
9
1
9
9
9
5
8
0
10
18
11
18
8
27
24
20
9
75
217
11
12
19
3
46
152
13
177
15
1
12
16
3
4
18
19
17
47
Record
15
12
16
5
14
0
10
Cases
25
206
17
13
5
7
4
6
61
59
24
8
6
61
50
22
5
3
12
1
15
33
236
20
15
6
7
2
5
61
20
17
1
9
5
5
61
55
55
22
11
5
21
28
238
22
13
4
15
27
234
20
208
17
11
4
6
1
24
7
3
13
23
Open
12
4
4
3
5
61
49
External Internal
49
457
38
23
49
61
21
9
1
77
71
59
31
1
46
53
24
44
33
53
39
88
551
46
42
15
47
81
49
0
48
54
48
0
87
56
29
46
80
72
28
103
42
113
672
81
37
94
38
96
658
55
497
41
3
56
66
51
28
35
78
35
55
Notes
22
37
45
43
50
0
69
14
105
9
12
7
23
8
6
1
13
15
16
8
5
5
0
9
5
6
11
18
34
164
14
18
2
15
16
11
4
15
14
4
20
21
14
0
9
18
13
14
19
17
35
182
9
18
16
9
33
167
14
129
11
2
12
19
20
6
13
12
5
30
Notes
10
11
9
10
6
1
16
Cases
59
370
31
29
34
56
15
12
2
65
49
55
25
1
38
45
22
30
26
38
39
98
492
41
49
17
40
49
41
6
47
37
38
0
63
45
30
32
61
51
34
52
31
103
534
38
39
53
24
94
495
41
406
34
6
36
46
36
20
33
46
24
63
Worked
26
26
40
28
46
1
53
Hours % Hours %
Available Available Logged In Utilized
152.00
168.00
196.00
151.00
129.00
76%
84%
98%
76%
65%
179.58
179.57
199.55
154.47
147.70
118%
107%
102%
102%
114%
170.00
180.00
164.00
180.00
157.00
188.00
160.00
1995.00
166.25
85%
90%
82%
90%
79%
94%
80%
83%
0.00
209.93
187.10
222.22
183.59
189.03
202.68
2055.4
171.3
0%
117%
114%
123%
117%
101%
127%
103% #DIV/0!
%
Ready
61%
73%
76%
76%
59%
#DIV/0!
58%
74%
64%
68%
69%
58%
% % # Calls # Calls % Avg
Not Ready Talktime Handled Presented Handled Talktime
37%
24%
21%
22%
39%
2%
2%
3%
1%
2%
49
49
54
42
33
49
51
55
45
33
100%
96%
98%
93%
100%
0:03:09
0:04:37
0:05:03
0:01:53
0:05:30
#DIV/0!
38%
22%
33%
29%
30%
38%
#DIV/0!
#DIV/0!
3%
3%
2%
2%
14%
4%
#DIV/0!
0
63
81
70
53
38
50
582
49
0
70
83
71
54
39
56
606
51
90%
98%
99%
98%
97%
89%
96%
#DIV/0!
0:05:03
0:03:22
0:03:57
0:04:27
0:03:40
0:08:52
#DIV/0!
Avg Hold Max Hold
Time Time Avg
0:00:26
0:00:33
0:00:37
0:00:12
0:00:18
0:01:56
0:02:22
0:02:50
0:01:08
0:00:54
#DIV/0!
0:00:47
0:00:20
0:00:29
0:00:20
0:00:14
0:00:18
#DIV/0!
0:04:07
0:02:00
0:02:57
0:01:10
0:01:18
0:01:51
#DIV/0!
#DIV/0!
Incoming (non-ACD) Outgoing (non-ACD) Transfers
# Calls Talktime # Calls Talktime In Out
5
13
10
21
26
0:00:19
0:05:32
0:01:14
0:05:07
0:22:14
55
104
80
35
44
0:01:24
0:02:53
0:02:52
0:02:47
0:04:17
3
5
7
3
7
10
14
13
9
10
0
29
15
14
22
14
86
255
21
#DIV/0!
0:01:42
0:02:54
0:00:38
0:01:48
0:00:25
0:03:12
#DIV/0!
0
98
91
56
91
72
439
1165
97
#DIV/0!
0:01:34
0:02:00
0:03:29
0:02:33
0:02:32
0:03:53
#DIV/0!
0
4
9
6
6
8
8
66
6
0
20
26
14
15
3
10
144
12
0
190
187
140
166
124
575
2002
167
Total
Calls
109
166
144
98
103
52
270
880
73
1
59
85
79
81
Call
Record
58
68
67
19
41
6
55
14
14
0
12
10
24
11
Cases
Created
14
9
20
4
7
15
27
19
19
61
54
23
9
3
Cases
Open
14
4
7
3
5
10
280
203
183
219
144
417
191
191
Cases
Worked
140
145
229
165
162
External Internal
Notes Notes
119
203
267
250
187
56
36
86
75
42
2
359
305
183
372
187
401
236
236
6
64
48
70
63
55
146
62
62
Hours % Hours %
Available Available Logged In Utilized
6.08
6.72
7.84
6.04
5.16
76%
84%
98%
76%
65%
9.5
8.6
8.1
8.2
9.2
118%
107%
102%
102%
114%
6.80
7.20
6.56
7.20
6.28
7.52
6.40
6.65
85%
90%
82%
90%
79%
94%
80%
83%
0.0
9.3
9.1
9.9
9.4
8.0
10.1
8.3
0%
117%
114%
123%
117%
101%
127%
103%
%
Ready
61%
73%
76%
76%
59%
#DIV/0!
58%
74%
64%
68%
69%
58%
#DIV/0!
% % # Calls # Calls % Avg
Not Ready Talktime Handled Presented Handled Talktime
37%
24%
21%
22%
39%
2%
2%
3%
1%
2%
2.6
2.3
2.2
2.2
2.0
2.6
2.4
2.2
2.4
2.0
100%
96%
98%
93%
100%
0:03:09
0:04:37
0:05:03
0:01:53
0:05:30
#DIV/0!
38%
22%
33%
29%
30%
38%
#DIV/0!
#DIV/0!
3%
3%
2%
2%
14%
4%
#DIV/0!
0.0
2.8
4.0
3.1
2.7
1.6
2.5
2.3
0.0
3.1
4.0
3.2
2.8
1.7
2.8
2.4
90%
98%
99%
98%
97%
89%
96%
#DIV/0!
0:05:03
0:03:22
0:03:57
0:04:27
0:03:40
0:08:52
#DIV/0!
Avg Hold Max Hold
Time Time Avg
0:00:26
0:00:33
0:00:37
0:00:12
0:00:18
0:01:56
0:02:22
0:02:50
0:01:08
0:00:54
#DIV/0!
0:00:47
0:00:20
0:00:29
0:00:20
0:00:14
0:00:18
#DIV/0!
#DIV/0!
0:04:07
0:02:00
0:02:57
0:01:10
0:01:18
0:01:51
#DIV/0!
0.0
1.3
0.7
0.6
1.1
0.6
4.3
1.1
Incoming (non-ACD) Outgoing (non-ACD)
# Calls Talktime # Calls Talktime
0.3
0.6
0.4
1.1
1.6
00:00:19
00:05:32
00:01:14
00:05:07
00:22:14
2.9
5.0
3.3
1.9
2.7
00:01:24
00:02:53
00:02:52
00:02:47
00:04:17
#DIV/0!
00:01:42
00:02:54
00:00:38
00:01:48
00:00:25
00:03:12
#DIV/0!
0.0
4.4
4.4
2.5
4.6
3.1
22.0
4.7
#DIV/0!
00:01:34
00:02:00
00:03:29
00:02:33
00:02:32
00:03:53
#DIV/0!
0.0
0.2
0.4
0.3
0.3
0.3
0.4
0.3
Transfers
In Out
0.2
0.2
0.3
0.2
0.4
0.5
0.7
0.5
0.5
0.6
0.0
0.9
1.3
0.6
0.8
0.1
0.5
0.6
Total
Calls
5.7
7.9
5.9
5.2
6.4
0.0
8.4
9.1
6.2
8.5
5.3
28.8
8.1
4
2
14
4
4
4
0
3
Call
Record
3
1
3
3
3
3
1
1
0
0
1
0
1
Cases
Created
1
0
0
0
1
3
15
27
19
61
54
23
9
Cases
Open
14
3
5
4
7
11
6
21
9
0
12
10
8
Cases
Worked
7
7
9
9
10
19
8
20
11
0
16
15
8
External Internal
Notes
6
Notes
3
10
11
13
12
2
4
4
3
7
3
3
2
2
3
0
3
1
0
1
0
1
2
9
1
1
0
0
1
1
1
0
0
3
0
0
13
1
0
2
0
6
0
2
2
1
0
0
0
0
1
0
2
0
0
1
4
5
3
0
5
23
6
11
1
2
1
0
1
11
1
0
0
1
1
1
0
0
0
5
0
2
0
2
0
0
1
Tasks
28
20
29
0
26
24
13
26
32
26
20
20
13
82
293
20
19
30
15
71
297
25
1
0
2
0
0
1
1
1
1
1
1
2
4
0
17
1
12
1
0
3
2
1
17
18
67
279
23
22
8
14
37
17
2
45
213
18
17
18
34
10
7
0
30
25
36
29
2
1
0
3
0
0
3
1
2
1
0
1
4
0
1
0
23
2
0
1
13
6
17
0
19
19
11
17
13
210
18
4
22
28
18
Cases Avg Days Closed % Closed
Closed to Close 1 Day 1 Day
Cases %
Reopen Reopen
Closed w/o Esc
8
13
23
0
1
1
6
9
17
75%
69%
73%
0
2
0
0%
14%
0%
7
7
16
6
23
24
12
41
12
23
0
25
1
1
0
3
1
0
0
6
0
8
15
0
11
2
11
20
5
27
66%
65%
0%
44%
33%
47%
83%
41%
65%
0
0
0
0
0
0
0
0
0
0%
0%
0%
0%
0%
0%
0%
0%
0%
4
14
14
9
33
9
20
0
18
0
0
1
14
1
0
5
14
1
1
0
1
0
14
0
15
3
3
15
4
131
11
2
19
20
14
55%
50%
86%
71%
77%
82%
0%
78%
15%
27%
88%
30%
82%
0
0
0
0
0
0
0
2
0
0
1
0
0
1.2%
0%
5%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
13
0
13
15
7
10
9
151
13
3
14
18
11
14
8
51
183
15
19
5
9
32
7
1
37
146
12
14
12
27
9
2
0
21
9
16
57%
82%
66%
79%
90%
28%
0%
70%
36%
44%
82%
44%
76%
58%
86%
62%
42%
45%
55%
46%
78%
62%
64%
86%
41%
50%
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
1
0
0
0
0
0
0.4%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0.0%
0%
0%
0%
0%
0%
0%
0%
0%
4%
0%
0%
0%
13
11
59
208
17
18
3
6
27
14
2
39
152
13
13
11
19
7
4
0
25
18
28
16
8
20
23
17
19
0
14
20
11
9
11
6
64
194
4
7
21
7
51
191
16
60%
61%
76%
82%
85%
65%
0%
53%
20%
36%
70%
46%
71%
55%
0
0
0
0
0
0
0
1
2
0
0
0
0
0
2
0
1
0
0
0
0
0
0.3%
0%
4%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0.3%
16
11
19
0
20
18
10
17
21
17
13
14
8
69
212
12
12
21
7
59
204
17
69%
76%
65%
57%
55%
65%
0%
76%
60%
63%
70%
46%
83%
16
10
18
0
18
16
10
15
20
11
12
13
7
68
191
11
11
20
6
56
191
16
65%
81%
37%
42%
72%
82%
100%
65%
65%
65%
70%
61%
84%
0%
83%
72%
77%
76%
61%
88%
63%
76%
61%
55%
70%
57%
12
6
56
186
16
17
2
4
27
8
2
38
134
11
13
11
19
7
2
0
23
12
25
76%
0%
68%
78%
63%
58%
69%
86%
65%
75%
63%
64%
61%
% Closed w/o Esc
Closed % Closed w/i SLA w/i SLA
Aging Aging Aging
Support Hosting Other
87%
53%
69%
7
7
15
100%
100%
93%
1
3
3
0
0
0
0
0
0
75%
86%
0%
72%
66%
60%
58%
75%
80%
9
17
0
13
4
14
13
7
30
100%
85%
0%
72%
100%
100%
92%
77%
90%
0
2
0
1
15
0
0
6
1
0
0
0
0
0
0
0
0
0
2
0
0
0
2
0
0
1
0
13
0
13
6
6
10
5
136
11
2
14
16
11
84%
66%
100%
88%
100%
100%
0%
100%
40%
85%
100%
55%
97%
3
0
1
11
0
1
5
32
3
1
2
1
1
0
0
0
0
0
0
0
0
0
0
0
0
0
0
2
0
0
0
0
0
5
0
0
0
0
0
78%
100%
100%
100%
100%
50%
0%
92%
66%
89%
92%
54%
94%
78%
94%
66%
66%
100%
57%
100%
95%
64%
92%
92%
87%
98%
29
2
2
1
6
1
0
1
0
2
2
0
0
6
2
1
1
27
2
0
2
10
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
4
0
0
0
0
2
0
0
0
0
0
0
0
0
0
0
2
4
0
2
0
0
0
60%
84%
100%
88%
100%
90%
94%
0%
90%
91%
91%
95%
85%
94%
85%
1
0
2
3
0
2
4
0
1
0
3
7
5
2
25
13
2
2
4
1
32
3
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
1
2
0
2
5
3
4
0
0
0
1
0
REP
Justin
Leah
Lindsey
Marty
Mike A.
Rachael
Rick
Steve
Sub-Total
Avg. Sub
Cher
Diane
Leah
Lindsey
Marty
Mike A.
Rachael
Rick
Steve
Sub-Total
Avg. Sub
Cher
Diane
Grant
Jo
Cher
Diane
Grant
Jo
Justin
Leah
Lindsey
Marty
Mike A.
Rachael
Rick
Steve
Sub-Total
Avg. Sub
Cher
Diane
Grant
Jo
Justin
Grant
Jo
Justin
Leah
Lindsey
Marty
Mike A.
Rachael
Rick
Steve
Sub-Total
Avg. Sub
Cher
Diane
Grant
Jo
Justin
Leah
Lindsey
Marty
Mike A.
Rachael
Rick
Steve
Sub-Total
Avg. Sub
2
9
6
5
8
4
1
5
0
2
1
24
6
6
Tasks Cases Avg Days Closed % Closed
Closed to Close 1 Day 1 Day
Cases %
Reopen Reopen
Closed w/o Esc
2
132
96
109
108
64
87
127
97
93
71
306
1292
108
3
5
3
2
9
1
8
32
9
1
21
1
95
8
49
65
96
80
57
1
81
29
46
81
30
230
845
70
77%
75%
76%
82%
61%
50%
61%
30%
42%
75%
42%
75%
61%
0
4
0
0
0
0
0
0
2
0
0
0
6
1
0%
5%
0%
0%
0%
0%
0%
0%
2%
0%
0%
0%
3%
44
259
927
77
2
97
66
74
72
51
52
75
65
70
% Closed w/o Esc
Closed w/i SLA
80%
60%
59%
67%
75%
100%
73%
69%
68%
67%
62%
85%
71%
2
87
44
68
68
49
49
70
64
58
31
248
838
70
% Closed w/i SLA
Aging Aging Aging
Support Hosting Other
77%
56%
55%
66%
62%
100%
66%
46%
62%
63%
44%
81%
64%
10
8
9
1
13
0
9
56
3
4
26
6
145
12
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
11
22
2
0
1
9
0
0
0
1
0
0
0
REP
Cher
Diane
Grant
Jo
Justin
Leah
Lindsey
Marty
Mike A.
Rachael
Rick
Steve
Total
Avg. Total
0
0
0
0
1
0
0
0
0
0
0
0
0
Tasks Cases Avg Days Closed % Closed
Closed
3 to Close
0
1 Day
3
1 Day
77%
Cases %
Reopen Reopen
0 0%
Closed w/o Esc
5
5
0
6
5
6
4
5
6
3
15
5
0
0
0
1
0
0
2
0
0
1
0
0
3
4
4
4
0
4
1
2
4
1
12
3
75%
76%
82%
61%
50%
61%
30%
42%
75%
42%
75%
62%
0
0
0
0
0
0
0
0
0
0
0
0
5%
0%
0%
0%
0%
0%
0%
2%
0%
0%
0%
1%
3
2
3
3
4
0
4
3
3
4
2
13
4
% Closed w/o Esc
80%
Closed w/i SLA
60%
59%
67%
75%
100%
73%
69%
68%
67%
62%
85%
72%
3
2
3
3
4
0
4
2
3
3
1
12
3
% Closed w/i SLA
77%
Aging Aging Aging
Support Hosting Other
1 0 0
56%
55%
66%
62%
100%
66%
46%
62%
63%
44%
81%
65%
0
0
0
1
0
0
3
0
0
1
0
1
0
0
0
0
0
0
0
0
0
0
0
0
0
0
1
0
0
0
0
0
0
0
0
0
REP
Cher
Diane
Grant
Jo
Justin
Leah
Lindsey
Marty
Mike A.
Rachael
Rick
Steve
Avg. Total
Steve Cook Resume/Supporting Documentation: www.JudgmentCenter.com/Resume.html
www.JudgmentCenter.com/resume.html

This certification verifies that front-line technical support professionals possess the knowledge and skills required to provide quality service and support. It ensures they understand service management processes and best practices, while providing a competitive edge for career advancement.
Help desk professionals and support center analysts provide frontline support and act as the primary contact for customers. It is important that these service desk professionals provide the highest quality customer care with every interaction.
HDI Support Center Analyst training focuses on strategies for effective customer service, emphasizing problem-solving and troubleshooting skills, call-handling procedures, incident management, communication skills, and an introduction to
ITIL ® processes.
Steve Cook Resume/Supporting Documentation: www.JudgmentCenter.com/Resume.html
www.JudgmentCenter.com/resume.html