Customer Service Manager
Resume:
Raymond Monroe
Glenside, PA ****8
abh8ld@r.postjobfree.com
Summary
Self-motivated and results-driven leader all aspects of information
technology. Business background and over 20 years of web application
development with multiple software platforms hands-on experience with Java,
.net, Oracle, networking, desktop support.
Possess an in-depth understanding of emerging technologies. Seeking a
position in a dynamic environment using my extensive experience in software
development and software solutions for developing, managing and analyzing
infrastructures including Windows, AIX, SQL, and Oracle.
Responsible for internet, intranet development, multimillion-dollar
software deployments, budgets, application security, policies, and cross-
functional operations. Seasoned professional with many years of
leadership, business acumen and technical experience.
Experience
AT&T
RSC
2009-
Present
. Sells all products and services offered by the Company.
. Met all sales objectives. Handle all administrative aspects of the
sale including: completing customer contracts and warranties, pulling
products from inventory, accepting customer payments and filing the
completed orders.
. Maintained strong knowledge of all Company products, accessories,
pricing plans, promotions, and service features.
. Maintained knowledge of competitive offers and provide critical market
feedback to the Store Manager regarding local competition and
product/service needs.
. Handle service inquiries from customers.
. Provides efficient, courteous customer service and assistance in all
aspects of product offerings and services
EWI Technologies, Telecommute contract
Consulting Technology Officer
2008-2009
. Leader/MGR .net Application developers
. Developed web based applications using .net 2.0, 3.0 and 3.5
. Updated and performed maintenance on existing application
. Performed penetration testing for web based applications
. Created application security standards
Philadelphia Gas Works, Philadelphia, Pa
Manager of Applications Development
2007-2008
. Leader/MGR of 20 .net Application developers and 40 off shore
developers
. Coordinated efforts of off-shore development team
. Created goals for team, mentored, coached and conducted mid-term
and yearly reviews for each team member
. Directed work efforts for Information Systems team that met
deadlines and budget objectives for infrastructure projects
. Created application security standards
. Developed application IT strategy
. Created application and security coding standards
. Established goal, objectives and application policies
. Responsible for IT department, developing strategic plans, and all
software development policies
. Initiated data/Internet application security and implementation of
best practices
. Conducted interviews to hire permanent employees and contractors
. Documented user requirements
. Assisted .net architect in developing application architecture
. Managed projects using MS Project
PJM Interconnection, Norristown, Pa
Sr. Technical
Leader
1999-2006
. Implemented and sole developer of the first web based application
solely developed internally by PJM
. Directed work efforts for Information Systems team that met
deadlines and budget objectives of infrastructure projects
. Chairman of the PJM XML/Web services committee
. Winner of Presidents award and Mission Success award
. Developer of the first Struts development project
. Portal development
. .Net development
. Java development
. PL/SQL development
. Responsible for application security
Unisys Corporation Blue Bell, PA
Business Information
Analyst
1997-1999
. Database application development Oracle and Microsoft Access
. Web development using Oracle Web server, including intranet design
. Creating ad-hoc reports using SQL and PL/SQL
. Design and development of corporate intranet website using Html,
DHtml, Oracle OAS application server
. Java, JavaScript, Vbscript, SQL, PL/SQL and Paint Shop Pro. Visual
Basic programming, Perl
. Back up DBA for development and test databases
. NT administration for our 4 departmental NT 4.0 machines
Unisys Corporation, Blue Bell, Pa.
Manager of Compaq Tech Support/2nd level
Support
1995-1997
. Managed technical team of IT professionals located onsite providing
second level desktop support solutions and technical training for
business and IT customers
. Led cross-functional business and IT strategy teams to redesign IT
strategies and processes to better meet business customer goals;
resulting in improved productivity, response time and reduced
expenses
. Directed design team in development of IT Operation web pages
ensuring design adhered to corporate standards, communicating vital
information to internal customers and increasing customer self-
serviceability
. Fostered partnerships across all areas of Information Systems
through development, support, and adherence of service level
objectives and regular communication forums; resulting in increased
rapid response to technology issues
. Monitored IS support services through development and maintenance
of automated customer satisfaction tool, ensuring rapid response to
customer service issues and provision of positive customer service
experience
. Decreased response time from 30 minutes to 9 minutes
. Developed dealing with difficult customer program
. Created ongoing education program for support techs
. Developed Q/A documentation
. 2nd level support tech-answering escalated calls
MCI Corporation, Bala Cynwd, PA
Markets Division-Account
Executive
.1994-1995
ATI Communications Springfield, PA
Cellular Sales-Account
Executive
1993-1994
ARA Services, Philadelphia, PA
Systems
Analyst
1990-1993
AGS Information Services, Cary, NC
VM Systems
Programmer
1987-1990
IBM Corporation, RTP, NC
VM Systems Programmer
Education
MBA Marketing
Capella University, Minneapolis, Minnesota
Bachelor of Science in Computer Science,
Drexel University, Philadelphia, Pa
LaSalle E-Commerce Masters Certificate
Villanova (Project Management, IT Security, Organizational Leadership)
Certificates
Internet Marketing Certificate
Certified Application Security Specialist
Java Web Development Certified Professional
Ethical Hacking Certificate
Computer Forensics Certificate
Technology Proficiency
MS Access, MS Excel, MS FrontPage,MS Power Point, MS Outlook, MS Project,
MS, Sql Server Reporting, PowerPoint, MS Project, MS Publisher, MS Word,
Internet Explorer, Visio, Windows XP, Windows 2000, Windows 95.
JBuilderX,.Net, JavaScript, VBScript, Html, Dhtml, Dreamweaver, Macromedia
Flex CSS, XML technologies(XSLT,XSD,FO), Java, Struts, Perl script
programming, BEA Weblogic application server and Workshop, Oracle
OAS/IAS,PL/SQL, Oracle database(9i/10G), XMLSpy, Paint Shop
Pro,VisualStudio(2003-2008), ADO.net,Sqlserver,webscrab, paros
proxy,wikto,cain, Metasploit, Nmap, Nessus,TheHackerFox,
Whisker, WebInspect(Many other open source security tools)
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