Glen Fay - Information Worker

I am creative and multi-talented. Adept with all Microsoft PC operating systems through Windows 7. Proficient with Microsoft Access. Advanced with Microsoft Office 2010 (Excel, Outlook, PowerPoint, Word, Visio, and Project). Skilled in data entry, typing, imaging. Experienced in financial services, customer service, sales, call center support, technical and administrative support, and geographic information systems. Knowledgeable of computer, electronics, and information technology, and some programming. Total over 10 years administrative experience, 5 years customer service, and 10 years military service.

Administrative Experience

• Temp Staffing, Real Estate Services
  Scanning Technician

  Preparing, classifying, scanning and indexing documents using the document management system into digital format. Verifying readability of all scanned work. Properly handling documents for archive retrieval process.

  Conducting searches on computer-based database; assisting in data collection; adding or updating records to database.

  Working with other team members to design, manage and maintain files and databases to support the research effort.

  Observing, receiving, and otherwise obtaining information from all relevant sources.

  Inspecting equipment, or materials to identify the cause of errors or other problems or defects.

  Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.

  Typing on scanner keyboard or touching mouse to symbols on scanner display unit to input software, or moving controls to set scanner to specific color density, size, screen ruling, and exposure adjustments.

  

Glen Fay

• US Department of Commerce, Bureau of the Census
  Census Enumerator (Temporary Appointment)

  As a 2010 Census taker, participated in Door-to-Door Follow-Up Phase (Non-Response Follow-Up Operation) collecting decennial statistics of population and housing, as well as social and economic data for use by the Federal Government, businesses and industries, and various other public and private organizations.

  Collected Census data through either personal interviews or telephone interviews.

  Responsible for confidentiality of data collected required by Title 13, United States Code (under which only sworn Census Bureau employees may examine the information from individuals and establishments collected). Committed to confidentiality, guaranteeing that all information collected under authority of Title 13 that would identify a respondent will be held, by law, in strict confidence.

  A great experience meeting neighbors in San Pablo, Marsh Landing and Sawgrass Florida neighborhoods.

  

Glen Fay

• Nelnet Loan Services, Accounting Department
  Generalist II, Data Entry Specialist, Administrative Support

  Maintained, verified and generated sensitive and confidential loan services records on IBM iSeries database, Citrix XenApp Microsoft Access database, and Hummingbird DM document management system.

  Consistently and correctly entered high volume accounting information into a batch entry database for the purpose of funds reconciliation within the set turnaround time.

  Assisted with successful implementation and daily use of Silver Bullet Ranger Transport API Software with SmartSource check scanner. Responsible for ensuring accuracy of remote deposits averaging $3M/day.

  Extracted loan data using an SAP BusinessObjects XI Web-based Business Intelligence platform. Instrumental in creation of an integrated Microsoft Access search tool, which cut the department's vendor bill for Accurint lookups in half.

  Responsible for inventory control including numbering and batching payments, documents, and related correspondence within the set turnaround time.

  Received, opened, sorted and distributed both incoming and outgoing mail. Screened documents, forms, and letters addressed or routed to various offices. Reviewed and processed outgoing mail. Maintained appropriate records and/or logs for tracking and reconciliation purposes.

  Conducted searches and other follow up action on delayed shipments.

  Examined file materials to identify primary subject matter and assign proper classification for information capture.

  Primary analyst for all Nelnet electronic bill payment and presentment (EBPP) exception payments through the MasterCard Remote Payment and Presentment Service (RPPS). Periodically exchanged scrub files with bill-pay originators to resolve exceptions, reducing 2009 unapplied payment volume 80%.

• Nelnet Loan Services, Document Management Department
  Clerical Support, Data Entry, Imaging

  Operated Kofax Ascent information capture application and Bell + Howell scanners to prepare, create, scan, edit, verify and quality check document batches for release to Hummingbird and Optika Acorde document management systems.

  Project Team Lead for quality check of 18 million document images converted from Optika Acorde imaging system to Hummingbird document management systems.

  Researched 9,600 loan services and GuaranTec records in Optika Acorde to correct, delete, re-index or export back to Kofax Ascent.

  Rewrote manual procedures to move accounting check images from Denver to Jax for processing to assist computer solutions department with automated method.

  Sorted and filed sensitive and confidential loan documents and related correspondence. Reviewed and reorganized the file vault. Completed projects that made storage space off-site more efficient.

  Received, opened, sorted and distributed both incoming and outgoing mail. Screened documents, forms, and letters addressed or routed to various offices. Reviewed and processed outgoing mail. Maintained appropriate records and/or logs for tracking and reconciliation purposes.

  Conducted searches and other follow up action on delayed shipments.

  Updated bar code cover sheets with more automation reducing error and making easier prepping for identification of primary subject matter and assignment of proper classification for information capture.

  Located, reviewed and withdrew sensitive and confidential file material or information from records for special projects and subrogation.

  

• State of Florida DMV
  Senior Clerk

  Provided excellent, prompt and courteous customer service both to external and internal customers, working effectively in stressful situations to solve any problem within the scope of the Department of Highway Safety and Motor Vehicles. Subscription to a high ethical code.

  Investigated and identified customers' needs for administrative hearings and reviews. Collected and examined requests for hearings to ensure all supporting documents attached, completed and properly certified. Independently verified customer eligibility requirements for hearings or reinstatement in accordance with Florida Statutes, Chapters 15A-3, 15A-5, and 15A-6, Florida Administrative Code.

  Communicated administrative and clerical policies and procedures, and directed to the applicable resource or resolution. Knowledge of and ability to interpret Florida Statutes, Administrative Rules and department policies, keeping abreast of legislative changes.

  Provided general clerical/administrative support coordination work for field supervisors and hearing officers.

  Performed a wide variety of administrative tasks associated with maintaining and supporting the work performed within the organization. Independently initiated, recorded and tracked the field office administrative review process accurately within the established procedures using Web-based Microsoft Access database.

  Processed and verified driver license records using Oracle database. Maintained files, logs and records of office correspondence, documents, reports and other materials.

  

• Wachovia Mortgage Corp.
  Administrative Support

  Performed a variety of customer service, record keeping, data entry and miscellaneous duties in taking applications, ordering credit reports, appraisals, title, income verifications and other documentation.

  Directly assisted loan processors and underwriters with residential first mortgage construction-permanent loans

  Prepared, edited and produced closing documents required for Legacy Wachovia loans and for legal recording.

  Conducted the contractor approval program.

  

Glen Fay

• First Union Securities, Inc.
  Administrative Support

  Direct administrative assistant to the North Florida Regional Manager, for the area from Tallahassee to Ocala and Gainesville.

  Received, screened and routed telephone calls to the appropriate department managers, brokers, and financial assistants within the region.

  Prepared, edited and produced letters, reports, spreadsheets, databases, graphs, correspondence, mail merges, briefings and presentations.

  Performed general clerical office duties involving typing, record and file maintenance, sorting, mail distribution, and answering telephones. Arranged events, meetings and conferences; reserved travel plans and itineraries; prepared expense reports.

  Imported, queried and merged data records using IBM AS/400 database.

  Assisted network administrator with installing computer systems and software, analyzing user needs and requirements, and troubleshooting software and hardware.

  Community volunteer coordinator for March of Dimes, American Cancer Society, and United Way.

  

Customer Service

call center

• America Online
  Call Center Customer Service Representative

  While working in a fun team environment, answered inbound calls supporting the first 10 million members, determined the exact nature of the call, provided reliable technical and billing information or routed to appropriate staff.

  Talked with members over the phone in a fast-paced work environment, helping them get online, assisting with products and services, solving operating system, software and hardware problems, and persuading them to continue their memberships.

  Entered, edited and retrieved data and information using customer database for each member call.

  Responded appropriately to customer inquiries. Solved customer complaint problems.

  

• Budget Rent A Car
  Call Center and Rental Office Customer Service and Sales

  Answered inbound calls to help customers reserve, change or cancel car and truck rentals.

  Entered, edited and retrieved data and information using "BEST" online database.

  Assisted manager for three local rental offices. Provided direct and personal service to the public.

  

MarkAir logo

• MarkAir
  Call Center Customer Service and Sales

  Answered inbound calls to help customers book flights, check flight schedules and purchase tickets within Alaska and to the Lower 48. Arranged tours to Bush Alaska.

  Placed outbound calls to confirm reservations.

  Entered, edited and retrieved data and information using Sabre online database.

  Pre-paid ticket agent: Advised ticket counters of pre-paid ticketing via online computer. Verified accuracy of payments and forwarded to accounting department.

  

Military Service

Veteran, USAF, F-15 avionics technician. Honorable discharge.

Honeywell AIS Bay 2

• Avionics Operations

  Inspected, tested, adjusted and repaired complete system of sophisticated avionics equipment removed from F-15 jet aircraft. System consisted of over 100 different avionics units such as Inertial Measurement Unit, Displacement Gyroscope, Head-Up Display Unit (HUD) and Central Computer. Work was performed at the technician level.

  Operated, programmed, modified, calibrated, identified malfunctions, repaired and certified entire line of Bendix and Honeywell computerized avionics test stations. There were five different test stations, approximately 10 feet long by 5 feet high, used for in-shop diagnoses of electronic malfunctions of the avionics equipment.

  Supervised, coordinated and prioritized activities in the avionics shop to ensure high standards of technical quality, fulfillment of timetables and deadlines, and conformance with specifications. Trained technicians on technical and administrative job requirements. Counseled and guided subordinates.

  Ordered parts using illustrated parts breakdown manuals; filled orders from forward supply warehouses. Received and signed for avionics units entering the maintenance cycle. Scheduled inspection, service and maintenance of avionics equipment.

  Advanced proficiency with FAPA, a programming language.

  Wire-traced schematics. High-reliability soldering.

  MAC Loadmaster.

  Security clearance.

Glen Fay

• Technical Order Clerk.

  Received technical publications including changes to publications, microfiche records, computer disks and tapes, and classified information at the volume of 300 to 500 transactions per week. Date-stamped materials received and re-distributed to 20-30 accounts at different locations on the Air Force base. Maintained master account library of several thousand technical manuals. Shared duties with my team consisting of another file clerk and my supervisor.

  Quality-inspected the accounts on the base for proper procedures such as filing methods, currency of publications and timeliness of filing changes. The accounts were inspected quarterly, rated as excellent, satisfactory or unsatisfactory. Shared inspections with the team. Conferred with my co-workers to discuss problems with accounts. Adjusted inventories based on account changes and requests. Analyzed inventories for problems and solutions. Met with 20 to 30 aircraft inspectors in daily briefings.

  Converted and processed complete on-base inventory of technical publications from paper records to ATOMS (Automated Technical Order Management System), a COBOL database. Created an integrated GW-Basic program to search the database daily for required reviews of local on-base publications, according to date of last review. For anything that was due, a letter requesting review by the responsible squadron was automatically printed. Assisted co-workers with computer problems.

  Security clearance.

  

Education

• University of Florida
  Major: Accounting
  51 Earned Semester Hours

• Community College of the Air Force
  Major: Computer Technology
  70 Semester Hours

• University of Maryland, European Division
  Major: Psychology
  6 Semester Hours, Dean's List

• University of Alaska, Anchorage
  Major: Psychology
  18 Semester Hours, Honors Society

• New Horizons Computer Learning Center
  Microsoft Access Level 1 and 2, Excel 1, 2 and 3, PowerPoint 1 and 2, Word 1, 2 and 3
  78 Classroom Hours

• Baywood Technologies
  Microsoft Access Level I and II and Excel
  30 Classroom Hours

  

Licensure

• FCC General Radiotelephone Operator License
  Licensed to adjust, maintain, and internally repair FCC licensed radiotelephone transmitters in the aviation, maritime, and international fixed public radio services. And to operate any maritime land radio station or compulsorily equipped ship radiotelephone station operating with more than 1500 watts of peak envelope power, and voluntarily equipped ship and aeronautical, including aircraft, stations with more than 1000 watts of peak envelope power.

  

Computer Experience