Customer Service Project

SCOTT M. THOMPSON

814-***-**** *** Aspen Way

*********@*******.*** Edinboro, PA 16412

OBJECTIVE:

To participate in an environment where my skills and experience can make a

difference, and pushes me to become a better programmer because of it.

WORK EXPERIENCE:

Research Programmer - Co-Op Argonne National Lab

June 2008 - February 2011

This position started out as a prestigious SULI Internship through the US

Departments of Energy and Education, and was continued for a total of three

years. The primary goal was Research and Development, specifically in Web

Development and HPC / Cloud Scheduling. Development was informally Agile

individually and in small teams. Traditional milestones and deliverables

included work flow analysis, planning, implementation, documentation,

backup and recovery planning.

Major Projects included:

Virtual HelpDesk: Dynamic Web-Based Web Form Creation

In support of Help Desk operations, created a suite of dynamic web forms.

This system was designed for unskilled users to create their own dynamic

web forms with minimal training or administrator support. It used Django

as a web framework, MySQL as a RDBMS, XML, and SQLAlchemy as an ORM.

Dynamic web elements were supported by HTML, CSS, AJAX, JavaScript and

JQuery. The system was deployed on a LAMP server. Versioning was

maintained via Subversion (SVN), and a TRAC page was used for both project

management and bug/issue tracking.

FormStage: Dynamic Web-Based Forms

An extension of the Virtual HelpDesk, this project generates and manages

dynamic web forms from a simple graphical user interface. The project used

Pylons 0.9.8 as a web framework. The prime focus of the system was to

model the data within the system against the form. To that end, XML was

used both as a data management system and as a deployment mechanism through

the XForms markup and browser system, with SQLite as a relational database

and SQLAlchemy as an ORM. HTML, CSS, JavaScript and JQuery were used for

dynamic elements, as was the MAKO template system. AuthKit was used to

support sessions and authentication. Again, Subversion and TRAC pages

supported the project.

COBALT Interface

A modification to the successful COBALT HPC Scheduler, this project

dynamically allocates and configures cluster and cloud nodes. Python and

BASH scripting are the primary language components, as well as some work

with installation packages. Versioning was again supported by a subversion

(SVN) server.

Data Processing Specialist RentWay, Inc.

October 1998 - April 2000

Created, modified, and supervised essential enterprise data systems and

Disaster Recovery Planning. This included ongoing modification of the

daily processing system for greater stability, reliability and efficiency.

As necessary, acted as Supervisor, Trainer, or Help Desk personnel.

Programming tools included Visual Basic, Foxpro / Visual Foxpro, and

Access.

BRC Generalist Verizon / GTE

March 1998 - October 1998

The Business Response Center (BRC) of GTE was tasked with maintenance and

troubleshooting High-Speed Data Circuits throughout the GTE North area and

beyond. The Generalist responded to customer requests for help by

evaluating the situation, performing 1st level troubleshooting. This

included customer service and interacting with customers of all business

levels, from standard business phone lines through ISDN, ADSL, and Fiber

Optics. This position required a knowledge of circuit hardware and

software, multiplexers (MUX), time-dependent and space-dependent

multiplexing, and other circuitry issues.

Operator Verizon

October 2000 - May 2003

Responded to requests for directory information in a timely manner and with

a high degree of customer service.

Clerk / Typist II Erie County Adult Probation

July 2004 - August 2006

Supported the Mentally Retarded Offender Program through document

preparation, clerical support and customer service. Responsibilities

included:

General clerical duties, including creation and maintenance of Court

documents, records, databases, and other documents.

Research client histories and documents, locally and nationwide

Plan and arrange large semiannual client events

Collect and compile statistics for yearly reports

EDUCATION:

Edinboro University of Pennsylvania - May 2011

Bachelor of Science - Computer Science - Theoretical

Minor - Mathematics

Advanced topics include Artificial Intelligence, Algorithms, Automata,

Software Engineering, Graphics, BioInformatics, and Numerical Analysis.

LANGUAGES, ENVIRONMENTS, and OTHER SKILLS:

C, C++, Python, Basic, Visual Basic, VBA, Foxpro, Visual Foxpro

bash scripting

OpenGL

MatLab / Octave, NumPy

Kate, Eclipse, Visual Studio 2008 / 2010

MAKE

Linux (Ubuntu, Red Hat, Fedora), LAMP

Windows (2000, XP, Vista, 7)

Subversion (SVN)

MySQL, SQLAlchemy

Django, Pylons, Mako templating

XML, HTML, XForms, AJAX, JavaScript, JQuery

LaTeX

HONORS, AWARDS and ORGANIZATIONS:

STEM Scholar

SULI Grant Recipient

Programming Competition Participant

Conference Presenter

1st place, Poster Competition, PACESE

Math Club, Edinboro University

Secretary, Computer Science Club, Edinboro University

Academic Challenge Bowl, Edinboro University

Asst. Scoutmaster, Pennsylvania Troop 13, Boy Scouts of America

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