Peter D. Eaton
5775 Tuckerman Drive
Colorado Springs, CO  80918-1936	Phone  [Send email to request phone number] 38-5624
Fax  [Send email to request phone number] 77-7049
E-mail [Send email using form at bottom]
	
Objective	I am seeking a position that will allow me to use both my knowledge
and skills with the computer and my customer service experience and will allow me
to hone and improve them.
Work experience	2007 – 2008      PRC     Colorado Springs, Colorado
AYS Agent
	I worked with Verizon Wireless as a customer service agent through PRC.
 I provided the customer with the best service possible with matters ranging from
helping to activating a new phone to paying their bill or checking their minutes
of usage.  I also assisted them when they were having trouble with their
equipment by either helping them reset their cell phone or by helping them to get
their cell phone replaced under warranty or, if necessary I made sure they got to
the proper department for either advanced troubleshooting or I would help them
order a new phone
	If a customer wanted to disconnect I would transfer them to customer
loyalty but only after I tried to find a way to make staying with Verizon
Wireless appealing enough to change their minds about leaving.
	If a customer was upset when they call in, I did my best to deescalate
the situation so that they would allow me to get to the root of their
dissatisfaction and solve whatever problems caused them to have to call in.  I
took pride in helping all of the customers that called in to me.
2005 -- 2007      ICT     Colorado Springs, Colorado
AYS Agent
	I worked with Virgin Mobile as an “At Your Service” agent through ICT
group.  As an AYS agent I provided the customer with the best service possible
with matters ranging from helping them to “top up” (add money to their account)
to activating a new phone or and old account.  I also assist them when they are
having trouble with their equipment by either helping them reset their cell phone
or by helping them to get their cell phone replaced under warranty and, if
necessary I sold them a replacement phone if the equipment was no longer under
warranty.
	I worked for over a year in the saves department where I worked with
customers who wanted to discontinue their service.  I would help them decide to
stay with Virgin Mobile by solving the problems that were causing them to want to
discontinue their service or by offering them an incentive to stay with us.
	I helped out when needed as a volunteer escalation specialist, helping
train new employees and taking escalated calls and deescalating them when
possible while trying to make the customer happy and loyal to Virgin Mobile.
2003 – 2004      CENDANT TRAVEL     Colorado Springs, Colorado
Web Support Agent
	I worked at CheapTickets.com, which is a division of CENDANT TRAVEL
where it was my responsibility to aid customers in the use of their website, help
them fix any problems that may have arisen for them while using the website and,
if their travel plans changed I would help them change their tickets while
following the airlines fare rules and ensuring that these rules were enforced in
changing the tickets for them in a courteous and professional manner.




2002 – 2003      Legal Services Centers of America Colorado Springs, Colorado
Loan Originator/Loan Processor
	As a Loan Originator working with LSCA, I worked to help customers who
were interested in refinancing their homes.  I made sure we had all of their
documentation such as employment history and proof of income along with any
current debts for a standard Fanny Mae/Freddy Mac loan application.  Once all of
the documentation was in place I would give it to one of the loan processors to
have all the data into the computer for processing.  I would sometimes act as my
own loan processor and process it myself using the Calyx program.
1999 – 2002       GATEWAY                    Colorado Springs, Colorado
Technical Support Professional
At Gateway, I worked in a help desk environment taking calls from customers who
were having problems or issues with their Gateway computers.  I would develop a
rapport with them so they would feel confident enough for me to troubleshoot
their problem and isolate the source and cause of the problem.  I would then walk
them through the necessary steps to correct their problems and get their computer
online again.


1995 – 1999     Quantum Corporation      Colorado Springs, Colorado
Assembler III
I worked at many different stations within the parameters of Assembler III at
Quantum.  In the beginning I continued to work with the hard drives but soon I
was assembling their DLT (digital linear tape) drives which are mass storage
devices used by large corporations to hold back-up copies of all their computer
records.
	1986 – 1995     DIGITAL CORP.            Colorado Springs, Colorado
Assembler III
	At Digital, I worked both inside the clean room and outside on the
sub-assembly line.  Following processes written by the engineers, we assembled
the Winchester drives using various torque wrenches and drivers to put the drives
together.  I also ran the balance station where the disks were made to balance
perfectly so they wouldn’t vibrate at high RPM.  These hard drives were the
forerunners of the drives that modern computers now use and weighed 50 lbs.  By
the time Quantum bought the hard drive business from Digital, we had the drives
down to a size that could fit in the palm of your hand but held may times the
data of the old ones.
Education	1983 – 1984     Mountain States Technical institute    Phoenix,
Arizona
AS  in Computer Science
	As well as an Associates Degree in computer science I carried minors in
Business Communication and Accounting.
Summary of Qualifications




	I have considerable knowledge and skill in the use of computers and I can type
at 45 wpm and am able to use most of the tools and programs included in Microsoft
Office 2000 and 2003.  I have over 3 years of call center experience, which
includes taking calls and helping customers troubleshoot and solve their computer
problems.
I have also completed training courses with Executrain in Windows 3.1 through
’95 and I have a great deal of experience with Windows up to and including
Windows XP.  I am also proficient in using the Internet for research purposes.