Manager Customer Service

STEVEN VAWTER

*** ******** ******

Atlantic Highlands, NJ 07716

Mobile: 732-***-**** ***********@*****.***

Profile

I have a strong ability to grasp new ideas and integrate them into the

desired results. I am able to coordinate several tasks simultaneously. I

handle challenges with a proven history of increased productivity. I use a

combination of patience, determination and persistence to troubleshoot

client issues. I have often been commended for my reliability and

trustworthiness. I am committed to implementing quality improvement

techniques. I have a consistent record for forging strong client relations

as well as being a dynamic, results oriented problem solver. I have

excellent common sense, judgment, and decision-making abilities and

enjoying working as a team member as well as independently. I have broad

experience in Internet Messaging services with cross-functional expertise

in operation, development and customer service.

Experience

2007-2009 Senior Development Analyst, Easylink Services International

. Maintain multiple HP Openview environments for Network Operatons

Center 24/7

. Monitoring

. Install and migrate to new version of HP Openview

. Analyze, design and develop custom monitoring solutions for minimal

impact on 24/7

. EDI/Fax network

2004-2009 Oracle DBA/Developer/Reports, Easylink Services International

. Design build and maintain Realtime Network traffic anaylsis and

reporting database

. Analyze network CDRs (call detail records) and software logs for

useful reporting and metric data

. Create realtime loaders to load data to realtime analytical database

. Create scripts to monitor data in realtime database and trigger SNMP

alarms if configure criteria is met

. Program ETL devices to extract data from realtime DB and insert inot

OLAP/Warehouse DB design and build near realtime OLAP database

. Manage and assist primary OLAP and web based reports developer

. Administer 5 TB high availability database

. Indentified company's lack of accurate reporting tool. Analyzed and

made business case for data warehouse reporting and analysis tool

. Solely responsible for all analysis, design build and maintenance of

reporting system

1998-2004 Manager Tier 2 Network and Customer Support Team, Netmoves Inc.

. Assign duties per individual strengths to 2nd tier network support

technicians

. Act as Tier 3 network and customer support indentifying network bugs

and reporting root cause to developers for release fixes.

. 24/7/365 support of network and all software via NOC technicians

escalations

. Make network and software configuration changes to alleviate and

circumvent customer effecting issues

. Create training materials for new technicians

. From 2001 until 2004 was sole employee responsible for 24/7/365 upkeep

of network and software to ensure SLA and client satisfaction

1997-1998 Manager Broadcast Messaging Service Team,

Faxsav/Netmoves/Easylink

. Personnel Management

. High revenue client interaction

. Troubleshoot client side software/network issues

. Increased employee retention rate by 50% by focusing on employees as

people not liabilities or assts

. Developed and implemented an automated journal entry system using

self developed database system

. Selected to train and guide new officers

. Won highest award for managerial excellence

. Elevated standards of quality by establishing planned activities

1995-1997 Hardware Configuration Technician, Cor-Tech Inc.

. Configured and setup desktops and laptops to custom configurations

for primary VAR for Prudential Insurance

. Custom Configure hardware and software for large servers

Computer Skills

MS Office (highly proficient), Perl (highly proficient), SQL (highly

proficient), HTML and Webpage Design (proficient) and C/C++ (proficient)

References

Ms. Kathleen Achilles

Director, Easylink Services International 609-***-****

***@********.***

Mr. John Connolly

Manager Operations, Comcast 856-***-****

**************@*****.*******.***

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