MARK PYLES

128 Parr Avenue

Mingo Junction, Ohio 43938
Home Phone (740) 317-2771
mp52cfda@westpost.net

5/08 - 2/10 Egg Donor Coordinator, Growing Generations, Wheeling WV.

* Review and screen egg donor applications.
* Call and review with egg donors the egg donation process.
* Schedule screening appointments.
* Create information packets for intended parents.
* Complete daily tasks which are input by hand and also computer generated.
* Answer emails inquiring about the egg donation process.
* Screen donor medical records for genetic tests and reporting.
* Update donors genetic information before publishing to website.
* Publish donors profile to website for intended parent selection.
8/07 - 5/08 Operations/IT Assistant, Growing Generations, Wheeling WV.
(Operations Assistant duties)
* Performed routine and special mailings
* Answered the main phone line
* Scheduled travel arrangements for egg donors and surrogates
* Kept inventory of office supplies and gifts
* Mailed intended parents and general surrogate packets
* Emailed international intended parents
* Maintained reports
* Sent out routine emails to clients
* Mailed customer service surveys to intended parents
* Performed background checks on all surrogates and intended parents
* Mailed monthly check payments to surrogates and egg donors
(IT Assistant duties)
* Prepared reports.
* Database entry
* Responded to requests for data
* Preparation of correspondence and related activities
* Troubleshot telephone calls from users inquiring how to use word processing an
d email software
* Took care of day-to-day support and troubleshooting of all in house software a
nd hardware (desktops, laptops, printers, phones, copy machines) and network pro
blems
* Assisted with the maintenance and operation of approximately fifteen workstati
ons
* Left to take care of my father
4/04 - 3/07 Online Banking, PNC Bank, Pitts. PA. (Call Center)
* Responsible for customer support of PNC Bank's Online Banking products which i
ncluded but were not limited to:
* AccountLink by web.
* Web Bill payment.
* Telephone Bill payment.
* Quicken
* Quickbooks
* Additional support of PNC Bank initiatives and promotions associated with the
NFSC and/or pncbank.com.
* Resolved client issues and effectively communicated results to customers.
* Followed through with customers on complex issues via inbound and outbound tel
ephone contacts.
* Troubleshot customer issues and suggested or prompted alternative solutions an
d services. Emphasis placed on delivering a high level of customer service satis
faction while obtaining business objectives
* Left to take care of dying mother
9/01-11/03 Technical Support Representative, Stargate Industries, Pitts. PA. (C
all Center)
* Provided technical support to customer base of over 20,000 customers
* Trouble-shot internet connections for T-1, DSL, dialup, Windows 95, 98, 2000,
ME, NT, XP, Macintosh & Coaxial Cable
* Fixed end user mail connectivity issues
* Also provided web hosting support for business customers and also end user per
sonal web space
* Assisted in support and analytical reporting for billing department
* Laid off due to company was sold
11/99-8/01 Level 1 Lead Technical Support, Alabanza Inc./VA Linux. Steub. OH.
(Call Center)
* Supervising and directing the technical support staff for the afternoon shift
* Kept record of employee attendance
* Implemented weekly work schedules
* Answered email support questions from customers via a customized trouble ticke
t software
* Answered technical support questions via telephone from customers
* Provided software support for Alabanza's D.S.M (Data System Manager)
* Installed software on Linux web servers
* Provided assistance and mentoring to other technicians
* Investigated customer complaints
* Followed up on all callbacks
Night Support Analyst
* Provided email and phone support to Alabanza's customers
* Administered financial reports for the physical and financial growth of the co
mpany
Business Analyst
* Provided email and phone support to Alabanza's customers
* Dedicated my time to the production of internal financial and technical suppor
t reports for the company
* Laid off due to company was sold back to its original owners and they closed t
he Steubenville location and relocated their technical support center to Baltimo
re, MD.
3/98-8/99 System Administrator, Reese Brothers Inc. Steub. OH. (Call Center)
* Troubleshoot hardware and software problems in Unix based system
* Supported a user group of 144,
* Daily backup of all files,
* Managed NCR Unix SVR 4 MP-RAS v03.00.00.21
* Imported and loaded campaign data in Centenium 2.5,
* Prepared scripts in Scriptvision 2.5
* FTP and exporting data file transfers to other offices and
* Email all daily and evening reports
* Laid off due to downsizing in company
1/97-2/98 MIS, Telespectrum Worldwide Inc. Steub. OH. (Call Center)
* Troubleshoot hardware and software problems in Unix based system
* Supported a user group of 180
* Daily backup and archiving of all digital voice files
* Proper startup and shutdown of EIS Call Managers and EIS Sound and Screen comp
uters
* Managed three Compaq 1500 Servers running Unix 4.2
* FTP and exporting file transfers of all daily and evening reports
* Email all staff of system changes
* Laid off due to downsizing in company
3/93-4/97 Service Representative, Manpower Inc. Steub. OH.
* Served as liaison between customers and employees
* Trained customers and employees on software packages
* Supervised hiring and discharging of personnel
* Wrote job descriptions
* Conducted interviews, testing, screening, and placements of applicants
* Performed employee evaluations and on-site work environment service calls
* Conducted safety training for employees
* Responded to wage/benefit questions from employees
* Data entry and order entry,
* Processed worker's compensation and unemployment claims for West Virginia, Ohi
o and Pennsylvania
* Left to take job with Telespectrum Worldwide
5/89-8/90 Prosthetic Technician, Columbus Orthopedic, Col. OH.
* Fabricated artificial limbs using plastic laminates of polyester and Acrylic r
esins
* Vacuum forming plastic above knee and below knee sockets
* Assisted practitioner with patient casting of definitive prosthesis
7/88-1/89 Prosthetic Technician, Worcester Orthopedic, Worcester, Mass.
* Fabricated artificial limbs using plastic laminates of polyester and Acrylic r
esins
* Vacuum forming plastic above knee and below knee sockets
* Assisted practitioner with patient casting of definitive prosthesis
EDUCATION
1992 Associate Degree in Paralegal Studies, Ohio Valley Business College
1989 Associate Degree in Prosthetics, Harmarville Training Institute
REFERENCES

Available upon request