Dave Tracewell
P.O. Box 14252
Parkville MO, 64152

                                                                                                                                                                
                                                                           Resume:

Objective

I am not currently seeking employment. If, however, the right opportunity came along, I would consider it.

My areas of strength lie in the telecommunications, or information technologies field. I am qualified in many facets of IT, internet solutions, and computer hardware, as well as all facets of customer support, including call center operations, ACD, and associated software. I possess over 17 years of business experience in managerial positions.

Experience:

March 2001 - Present:      HONOR Publishing Company
                                             Parkville, MO

Owner / Publisher

Currently I own a small publishing company and on-line bookstore. This is a lucrative venture I've developed over the last few years to be self sufficient and leave me time to write, publish, and pursue other interests. I've also taken on outside contract work as the occasion arises.

January 1999 - March 2001:     TIMM Communications, Inc. ( AKA: DRIVERNet ® )
                                                       Kansas City, MO

Customer Service Manager:

I Directed the efforts of a diverse group of Customer and Technical Service employees engaged in the oversight, installation, repair, modification and preventive maintenance of proprietary equipment, networks and software. I manage a group of 40 Quality Assurance monitors who perform required testing on 437 computer workstations throughout the United States. I also direct the efforts and act as a liaison between our corporate office and a 90 station Customer call Center. I am responsible for all aspects of Call Center operations. I maintain awareness and am personally involved in the management and resolution of customer situations and equipment and software problems. I acquire technical support as needed to minimize equipment downtime and schedule installation and service calls as required.

My area of responsibility requires that I monitor all customer service actions to assure they are clearly communicated to all involved parties in a timely manner (Customers, Technical Support, Sales, Professional Services and other Service personnel). I implement Customer Service policies and procedures and recommend revisions based on business needs and added areas of service applications. I am responsible for assuring the accurate and timely administration and reporting of customer account activities utilizing proprietary reporting systems, resources, and databases. I typically have several projects that I manage and I perform other duties as required.

Oct. 1997- Jan. 1999 SCOUTER MAGAZINE Kansas City, MO
Senior Editor / Circulation Manager

1995 - 1999 TRACEWELL CONSULTING Lodi, CA
Owner / Webmaster for 50+ websites / Consultant

1986 - 1996 VAC-AIR OF LODI Lodi, CA
Owner / Operator

1996 - 1997 Vac-America, Inc. Santa Clara, CA
Regional Sales Manager

1973-1986 Firestone Tire & Rubber Co. Northern & Central California
Store Manager

Education:

1971 - 1975 San Jose State University San Jose, CA
BA Art History/Minor, Business Administration

1969--1970 San Jose City College San Jose, CA
AA Art History

1976 - Managers Leadership Training - Akron, OH
1980 - Completed Evelyn Woods Reading Dynamics Course
1988-2001 - Numerious Staff Positions for Leadership Training Seminars
1990 - Wood Badge, a Week Long Adult Leadership Training Seminar
2000 - Attended week long Help Desk Professionals conference in Boston

Interests & Associations:

Help Desk Professionals Association, (through 2002)
President: US Scouting Service Project, Inc. (non-profit Scouting organization), (www.usscouts.org)
CCS-CF Board of Directors,
St. Therese Catholic Church.
Executive Board - Greater Yosemite Council - BSA

Hobbies: Writing (I am a published author), Boy Scouting, genealogy (www.tracewell.org/tree), astronomy, computers

Skills I am familiar with all aspects of a Information Technology Customer Service / Tech Support Department and Call Center Operations.

I have excellent communication skills, I am articulate, professional, and have over 25 years of management experience.

I am proficient in Working with many WIN95/98/2000 and NT 4.0 applications. I excel in Microsoft Word, MS Excel, MS Access, Outlook, as well as PhotoShop, WS_FTP, Netscape, Microsoft Internet Explorer, WhatsUp, and many more applications.

I have a working knowledge of IT Network operations and cabling as well as TCP/IP router configurations, testing procedures, and frame relay operations.

I am familiar with the Prelude ACD, Remedy Help Desk Module, and many proprietary help desk software applications.

--------------------------------------------------------------------------------