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Glenn A. Tappert www.glenntappert.com |
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Education |
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Expected 05/10 |
The |
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Master of Public
Administration – GPA 4.0 |
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05/06 |
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Bachelor of Business Administration in International
Business – GPA 3.88 |
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magna cum laude |
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Experience |
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Farmers Insurance Group |
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12/08-Present |
Senior
Analyst, Claims Helpdesk |
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Promote efficient
claims processing; reduce downtime by resolving Siebel eBusiness
2000 errors ·
Support Lotus
Notes, Credant Mobile Guardian, Altiris
Agent, IBM SSO Agent, and more ·
Troubleshoot desktops,
laptops, printers, and cameras |
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04/08-12/08 |
Senior Analyst, Agent
Helpdesk |
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· Worked with other senior analysts to establish a
Level Two team · Assisted management in improving the quality of team
output · Collaborated with colleagues in two locations to manage
workload and solve problems · Answered requests from coworkers for expert assistance · Earned superior customer service ratings;
consistently led in all performance metrics · Provided advanced technical support for Farmers’
mainframe, web-accessed IT systems ·
Supported Windows
2000/XP/ |
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06/06-04/08 |
Analyst, Agent Helpdesk |
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· Provided technical support for Farmers’ transaction
processing systems · Trained new hires on helpdesk applications, AS/400
systems, and troubleshooting techniques |
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Smiths Medical |
Contract Work |
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05/07-10/07 |
Technical
Translator, English-French |
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Translated Oracle
training documentation used in the |
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05/05-05/06 |
Head Resident Assistant |
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· Managed day-to-day operations of university housing
and coordinated events for students and staff · Mentored and trained a staff of twenty Resident
Assistants · Facilitated communication among employees through
weekly staff meetings and conflict resolution · Implemented new policies for the Men’s Housing
Director · Served as acting Men’s Housing Director for two
weeks while a new Director was being hired ·
Acted as a
campus-wide first responder/emergency contact |
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08/03-05/05 |
Resident Assistant |
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· Helped students adapt to life in the university
community ·
Promoted
safety awareness and communicated with residents regarding university rules/policies |
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08/02-06/06 |
Planetarium Technician |
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· Developed, produced, coded, maintained, updated, and
ran planetarium shows · Implemented hardware and software upgrades to boost
planetarium capabilities and performance ·
Trained professors
and students on installation-specific hardware and software |
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Additional |
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Fluent in French as
a second language; lived abroad in |
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Excellent command
of Adobe Photoshop, Adobe Acrobat, and Microsoft Office applications;
designed and produced 50+ professional-quality slide presentations for OBU |
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