Customer Service Representative
Resume:
Clay Campbell
P.O. Box **** . Tacoma, Washington 98415
*************@*****.*** . 253-***-**** (C) / 253-***-****
1
Solutions-driven IT professional offering 15+ years of success spanning
full range of systems analysis, programming, and maintenance across
multiple platforms, languages, and environments.
> Well-equipped with B.S. in Computer Information Systems and extensive
background in COBOL, ASP, and C/C++ programming and development.
> Successful in partnering with stakeholders, management, and teams to
evaluate needs and issues, and develop programs and system enhancements
to heighten business performance, cut costs, and fuel productivity.
> Organized, take-charge professional with exceptional follow-through
ability and detail orientation; able to plan and oversee projects from
conception to successful conclusions.
> Superior communication and interpersonal skills. Regularly noted for
customer service mentality and the ability to build relations with
executives, managers, peers, users, customers and vendors.
Technologies
Operating Systems: Windows, Vista, XP, 2000, MBS-XA, Unix
Languages: COBOL, ASP, C, C++, Visual Basic
Methodologies: Yourdon Demarco, Chen Merise, OOP
Testing Tools: Smarttest, Intertest, Microsoft Visual Studio
Professional Testing Tool
Software: Microfocus Workbench, ISPF, VI Editor, Visual Studio
Professional
RDBMS: DB2, Access, SQL Server, XDB, Rbase 6000
Protocols: 3270
Hardware: 4390, 3381, Various PCs and Laptops
Tools: Microfocus Workbench, ISPF, VI Editor, Path Vu
Professional Experience
AFFILIATED COMPUTER SERVICES / XEROX - Seattle, Washington 2008-Present
Customer Service Representative: Provide high level support for Verizon
Wireless and ACS software, skillfully troubleshooting and resolving complex
customer issues. Deliver strategic and user-friendly technical advice.
Key Achievements:
> Achieved the highest levels of productivity, handling over 400 calls per
week.
> Earned solid reputation for resolving complex issues and providing
exceptional customer service.
ABLE FATHER & FAST CAREFUL SONS MOVING - Auburn, Washington 1999-2008
Website Builder / Administrator / Tech Support: Designed, programmed,
administered, and maintained company's website and Microsoft Access
Database. Deployed Microsoft ASP 3.0, Javascript, VBScript, ADO, and SQL.
Delivered progress reports to stakeholders; and resolved delivery and
quality issues.
Key Achievement:
> Credited with driving increased revenues, efficiency, and customer
satisfaction by developing/launching corporate website capable of
capturing customer data, scheduling moves, generating leads, and printing
reports and contracts.
CSC LOGIC - Dallas, Texas 1998-1999
Programmer / Analyst: Analyzed and delivered support, technical and
functional requirements, and design assistance for highly complex
development projects. Interviewed business and technical leaders to gather
and clarify business requirements. Deployed Intertest on CICS to
efficiently test programs. Implemented ISPF to analyze and write program
changes. Mentored, trained, and motivated junior programmers.
Key Achievements:
> Spearheaded development of program changes, enhancements and bug fixes to
heighten system performance.
> Planned and expedited testing processes, consistently completing projects
ahead of schedule, under budget, and with superior quality.
> Noted for pivotal role in reintroduction of extended warranty system;
achieved testing to production a week ahead of schedule and significantly
under budget.
IT CONSULTANT - Various Locations 1993-1998
Programmer / Analyst: Planned and orchestrated multiple IT/programming
projects for diverse client base through consulting firms including
Computer People, BEST Consulting, Software Professionals, Reliance
Consulting Group, and Abacus Consulting. Performed in-depth analysis of
client business requirements, with focus on delivering IT, programming, and
development solutions to elevate corporate productivity, efficiency, and
financial performance. Crafted new programs to improve existing company
applications, and provided testing, end user support, debugging, and
documentation.
Key Achievements:
> Built and cultivated key client relationships, achieving and maintaining
highest levels of customer satisfaction.
> Executed programming in ISPF, Micro Focus COBOL2 Workbench, IMS, CICS,
and ED Visual Basic 4.
Notable Projects:
> Computer People: Analyzed and programmed FSRB-mandated changes for
USBank, and enhanced State of Oregon's OMAP batch file update process,
slashing batch flow processes by 6.5 hours. Handpicked to train
colleagues in the use of Microfocus COBOL2 Workbench.
> BEST Consulting: Provided high level programming and analysis services
for key clients including La Monts, a local clothing retailer, and Allied
Signal, manufacturer of Boeing flight recorders.
> Software Professionals: Led successful conversion from DIVP to PeopleSoft
for Texas Instruments. Ran script file and transformation script to
transfer entire workforce from internal HR system to PeopleSoft; achieved
full functionality with initial launch. Won offer of full time employment
based upon outstanding performance and exceeding client expectations.
> Abacus Consulting: Recruited to transform data dictionary definitions
into code for conversion from HOSS (handheld sales inventory tracking
tool) into HVL and tool used by PepsiCo. Translated program
specifications into code, and utilized Microfocus COBOL2 Workbench to
perform program modifications.
Note: Early career history includes role as Programmer/Analyst for Boeing
Computer Services. Won Peer-to-Peer Award for installing Microfocus COBOL2
Workbench onto 3 machines in 1 week vs. typical month-long process during
previous installations. Captured Reverse Engineering Award for successful
transition from COBOL68 to COBOL2.
Education
Bachelor of Science, Computer Information Science, City University,
Bellevue, Washington
Certified in COBOL Fundamentals
*Willing to Relocate*
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