Customer Service Manager

*/**- */** *****.com

Denver, CO

Customer Service Specialist

. Perform ticket and chat audits of staff and operators

. Responsible for customer retention issues

. Develop and write customer support wiki

. Server audits

9/07- 3/11 Yahoo, Inc.,WorkForceLogic

Sunnyvale, CA

Official Groups Moderator & Program Manager Assistant(Part-time)

. Answering Posts & Group Moderation (Kraft, Kellogg, All-Bran, Purina,

Bank of America, and Dunkin' Donuts)

. Establishing a community within a group

. Encourages community participation

. Worked on programs for Flickr, Shine!, and Yahoo Answers

. Moderated comments for OMG Who Knew and Toyota Who Knew

. Worked to do site updates for corporate campaigns (Amex)

12/05- 4/09 Lunarpages, Add2Net, Inc.

Anaheim, CA

Customer Service Representative Level 3

. Tier 2 & Tier 3 Level Technical Support

. Live Sales & Support Chat

. Answering Support Tickets & Forum Post Moderation

. Work with Apache 1.3 and Apache 2.0 Environment

. Exposed to resin 2.13 and 3.0, ASP, ASP.NET (Windows)

. Fix sites & troubleshoot scripting using html, PHP 4 & 5

. Familiar with Mysql 4.1.x and MySql 5

. Proficient in several 3rd party scripts for CMS builds, Joomla, Drupal,

Boonex, e107, and more...

. Proficient with WHM & CPanel, SSH, and Plesk

3/04-10/05 Lunarpages, Add2Net, Inc. Anaheim, CA

Junior Systems Administrator

. Monitoring servers, total active servers 163

. Provide chat support and support tickets for dedicated and reseller help

desk

. Provide support for high priority escalation tickets

. Perform migration moves and transfers of accounts from server to server

. Provide chat support for Customer Service Representatives working to

resolve account issues

. Responded to customers on forum and worked as a moderator

3/07-01/09 enKulture.com

San Jose, CA

Website Designer

. Joomla installation for new community in beta stage

. Customized PHP scripting for installation

3/04-01/08 poetryinbaltimore.com

Baltimore, MD

Website Designer

. Client started out with e107 and was just recently migrated to Joomla

. Website design and implementation for community site

12/02-02/10 Silencespeaks.com

Seattle, WA

Website Designer

. Web design, development, & marketing

. Organized community members, moderated forums, and blogs

. 2,700 member community under Drupal development

12/02-02/05 Yahoo, Inc.

Sunnyvale, CA

Online Promotions Department

. Worked promotions desk and Yahoo sponsored promotions

. Provided customer service

Education:

Gannon University, Bachelor of Arts, Graduated in 1997, Communication Arts

Degree

Other Skills of Interest: Worked with GE Transportation Systems in Erie,

PA under the Public Relations Department assisting with public relation

presentations and marketing. Worked in the radio industry for four years

as a radio personality and as a General Manager. Worked in the music

industry managing an independent record label in NYC. Published 6 books

in personal development (http://imotivate.org) and create fine art

(http://sharpieartist.com)

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