Customer Service Quality Assurance

JEROME MASCARO

**** ** ***** ****** ****: 954-***-****

Davie, FL 33325 Cell: 954-***-****

abifq9@r.postjobfree.com

PROFESSIONAL SUMMARY

Highly experienced Computer Programmer / Analyst and systems integrator

with over 20 years of IT experience. Proven ability to design and implement

high quality and dependable solutions to satisfy customer needs. Creative

problem solver able to meet demanding deadlines with minimal downtime in

business environments. Self starter who works well with all levels of staff

and management. Promotes high quality results in all situations and looks

for the best of all possible solutions. Adapts well to new environments and

challenging circumstances.

AREAS OF EXPERTISE

. Call Center systems integration; IVR / VRU 24 / 7 systems support;

. SunOS / UNIX systems and connectivity; C programming language and

Bourne Shell

. PeriPhonics / Nortel Interactive Voice Response; VRAM / COBOL and

PeriProducer

. SeeBeyond EAI (now Sun Microsystems JCAPS); AVAYA ACD / CTI; IBM CICS

/ DB2

. SDLC / Structured Analysis; Software testing and Quality Assurance

(QA)

. Sybase Database; SQL; PowerBuilder 4.0 - 6.0

. Microsoft networks and software, including ACCESS Basic/VB style

programming

PROFESSIONAL EXPERIENCE

FLORIDA POWER AND LIGHT [FPL] (NEXTERA ENERGY), Miami, FL 1993 - 2010

The largest investor-owned electric utility in Florida, serving

approximately 4.5 million customer accounts, recognized as a Fortune 200

Company.

Programmer / Analyst (1999 - 2010)

. Served as Lead Software Engineer for the FPL IVR, which was named

number one IVR in the utilities industry for 2009 by E SOURCE.

. Successfully designed and implemented complete system upgrade and

conversion which improved reliability with no downtime to Call Center

. Designed and installed interface to replace SNA mainframe connection

which resulted in improved communications reliability

Lead programmer / Systems Integrator (1993 - 1999)

. Led effort to upgrade IVR, integrate system with new ACD and helped

create customer CTI interface resulting in an improved and modern Call

Center operation.

. Programmed several new Customer Service applications which increased

IVR and Call Center efficiency and reduced operation costs

. Trained and mentored several new team members and helped develop a

staff which was better able to respond to customer needs and system

improvement opportunities.

EDUCATION

Bachelor of Science Degree Information Systems Nova University, Davie, FL,

1989

Associate of Science Degree Computer Science Broward Community College,

Davie, FL, 1987

Bachelor of Science Degree Music Education Combs College of Music, 1972

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