1. LARRY H. VERLINDA
17229 20th
St. S.E. Work: (425) 334-9057
Snohomish, Washington 98290 larry@verlinda.com Mobile: (425) 220-4435
SUMMARY OF QUALIFICATIONS
Highly motivated and results-oriented management professional holding a Bachelors degree in
Business Administration, Ten years call center experience nine years of which is in management.
As a team manager, knowledgeable in call center attendance, payroll and leaves processes.
Effective communicator with demonstrated ability to interact with groups of people from diverse
backgrounds. Intellectually and competitively equipped to excel in fast-paced and challenging
environments.
TECHNICAL EXPERTISE
Highly experienced in multiple facets of computer technology, including:
 Hardware: Qualified for A+ Certificate
 Software: All Microsoft Office Products, Great Plains Accounting
 Operating Systems: Microsoft DOS through Windows 7; Linux, Unix
 Networks: Windows NT 4.0 through Windows 2003 Server, Linux and Unix
 Databases: Microsoft Access, Microsoft SQL Server
 Certification: Courses completed for CCNA Certificate (not yet tested)
PROFESSIONAL EXPERIENCE
AT&T – Bothell, Washington March 2007 – Present
Team Manager Technical Support Desk
Present Team Manager Providing “subject matter expert” support to Advanced Technical
Support Specialists, Monitoring call volume, Recruit employees, Monitor and manage training
Initiate and approve employee discipline, Interview and hire perspective employees Participate
in leap coaching. Plan and conduct supplemental training Responding to escalated calls, planning
and conducting team meetings. Administer TV monitor system. Clarify SME, MotoBlur Admin
tool administrator. PEER group coordinator to facilitate resolution of System and procedural
issues that impact specialist performance. Calculate and prepare announcement for old Best in
BDS and then Top in TSD program. Proficient in Microsoft Office tools to include Microsoft
Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, Microsoft SharePoint, and
Microsoft Access. Participation in quality monitoring and feedback session On site Clarify SME
Six Sigma Yellow Belt Completed CCNA training course Red Hat support in Evansville and
North Sioux City Other duties as assigned
CINGULAR WIRELESS – Bothell, Washington Aug 2006 – March 2007
Leader Intern
Providing “subject matter expert” support to Business Customer Service Specialists
Monitoring call volume, Responding to escalated calls
Planning and conducting team meetings
Participation in quality monitoring and feedback session

2. LARRY H. VERLINDA
17229 20th
St. S.E. Work: (425) 334-9057
Snohomish, Washington 98290 larry@verlinda.com Mobile: (425) 220-4435
CINGULAR WIRELESS – Bothell, Washington Dec 2005 – Aug 2006
Advanced Network Services
Provide responsive technical support to both consumer and enterprise customers. Present
customers with Wireless Data options based upon speed, reliability, security and ease of
implementation. Accept transfers/escalations from the rest of Cingular Care related to complex
Wireless Data service issues. Aid customers in the installation and configuration of Cingular
software as well as basic configuration of laptop computers and Personal Digital Assistants.
Methodically, effectively and accurately troubleshoot Wireless Data issues across multiple
interdependent elements.
IRON MOUNTAIN OSDP – Burien, Washington April 2005 – Dec 2005
Transportation Service Specialist
Responsible for staging data for delivery to customer, delivering data to customer, reconciling
data from customer with database and placing in vaults.
CASCADIA COMMUNITY COLLEGE – Bothell, Washington 2002 - 2004
Web Lab Tutor
Personally chosen by instructor due to professionalism and demonstrated management and
leadership capabilities to oversee the web lab at Washington State’s newest community college.
Scope of responsibility included opening the lab and providing instruction and assistance to
students.
 Raised students’ understanding of HTML, SQL, ASP, Microsoft Office products and
integration between C#.net and VB.net with ASP.net and classic ASP by providing
personal instruction.
CORRECTIONAL INDUSTRIES – Monroe, Washington 1984 - 2002
Business Manager 1995 - 2002
Earned repeated advancement by this Washington State Government organization within the
Washington State Department of Corrections and consisting of 36 separate businesses operated
within a correctional setting to oversee the daily operations of a Farm Work Program and six
additional businesses. Position entailed serving as liaison between correctional workers and
business workers; preparing daily, weekly and monthly schedules for 14 civilian staff and as
many as 100 inmate workers in a 24 hour, seven day per week shop; developing $6 Million
Operating Budgets as well as $3 Million Capital Budget for the farm and six other local
businesses; supervising inmate clerks in accounts receivable and payable; calculating payroll;
reporting on staff attendance and budget performance; and creating transportation routes for dairy
products.

3. LARRY H. VERLINDA
17229 20th
St. S.E. Work: (425) 334-9057
Snohomish, Washington 98290 larry@verlinda.com Mobile: (425) 220-4435
 Utilized technical expertise to manage the computer network system that consisted of two
servers and 24 workstations and to train inmates on computer applications.
 Key member of a group that developed and implemented a cost benefit analysis prior to
capital purchases.
 Contributed to significant strides in customer satisfaction by taking on transportation
management, ensuring consistency in service, product, packaging and delivery.
EDUCATION
CASCADIA COMMUNITY COLLEGE – Bothell, Washington 2004
Associate of Applied Science Degree in Software Programming
 Additionally, pursued courses toward Associate of Applied Science Degree in Web
Development(one securities class remaining) and Associate of Applied Science Degree in
Network Management(four classes remaining)
UNIVERSITY OF WASHINGTON – Seattle, Washington 1996
Bachelor of Arts in Business Administration
 Dual Degree in Business Marketing and Business Management