Customer Service Training

Edward Juozaitis

*** * ****** **. . ******, Illinois 61550 . Home: 309-***-****

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

PROFILE

Highly skilled Information Technology Professional with extensive

experience in SharePoint (MOSS 2007) Development and Administration as well

as Program Development with Exceptional time and project management

talents. Able to function effectively in both self-directed and team-

centered environments. Friendly, outgoing personality, with a proven

willingness to learn new processes and technologies, and take on additional

responsibilities. Available to travel and relocate for the right

opportunity. Key areas of strength include:

Information Possess focused academic training and complementary

Technology/Comput professional background in programming, data analysis,

er Proficiencies system design and maintenance, customer support, and

and Training: troubleshooting.

Experienced with programming processes and languages

including Java, Visual Basic, HTML, C, C++, SQL, SharePoint,

MOSS 2007 and various scripting languages.

Knowledgeable of Microsoft Office Suite, Lotus Office Suite,

and Corel WordPerfect applications in Windows

98/2000/ME/XP/Vista environments.

Strong understanding of network administration and database

development.

Experienced in analyzing and define business requirements,

processes, issues and project deliverables for new content

and program development.

4 years experience in working with Windows Shared Services

3.0 and 3 years experience in working with Microsoft Office

Shared Services 2007.

Experience working with SharePoint Designer and other

programming languages to meet the needs of new content

within SharePoint.

Customer Service: Complementary professional background in customer support

and troubleshooting, providing the expertise to serve in a

help-desk capacity.

Adept at communicating clearly with diverse personalities to

identify and assist with their specific needs.

Valuable supervisory experience to oversee staff training

and provide direction to maintain smooth-running daily

operations.

Administration: Accurately manage reporting, analysis, planning, and

documentation functions.

Highly organized; able to prioritize and juggle simultaneous

responsibilities with unfailing quality, and attention to

detail and deadlines.

Experienced in working with other departments to meet common

goals and serving as functional team lead.

Experienced in Administrating SharePoint Websites with other

departments and ability to resolve issues with users on the

phone or through email.

Product Support/ Scheduled and conducted weekly meetings with departments and

Project customers involved in Autonomous Truck product to discuss

Management: issues found out in the field, requested data and respective

information about the issue, discussed updates to product

resolution, and requested updates to resolution

implementations.

Reviewed data from the SAP system and from the onboard

systems to determine root cause issues.

Experienced in creating documentation and gathering on

requirements for program development while communicating

risks and issues with departments.

Communicated with Internal and International Departments

about the issues and possible resolutions to issues found on

Products, while making sure that communications between

these departments were constant.

PROFESSIONAL EXPERIENCE

Belcan Corporation, Caterpillar Inc, Mossville, Illinois 5/2010

Test Performance Data Analyst

This is a contract position through Belcan Corporation with Caterpillar to

work on engine test cell software to ensure that the testers can perform

the tests required for the upcoming new EPA rules this year. Responding to

tickets created for issues with the test software and creates new data

files for testing according to the Engineering department. This position

requires the ability to determine if the issue is software or some other

hardware issue by reviewing the computer system services active. Creating

and managing projects dealing with test cells, programs and SharePoint site

development.

Independent Consultant, Naperville, Illinois 2/2010 - 5/2010

Consultant

Worked with a small Company in Naperville, IL setup and utilize Windows

Shared Services while educating a select group of the people within the

company to act as Site Collection Administrators. Acted as a resource for

the group within the company for issues with SharePoint, helped in

developing some of the content, and workflows for the company.

. Trained a select group of three people on the following information

o What Windows Shared Services comes with and what it cannot do.

o What as a Site Collection Administrator means and what they can

do.

o Site Structure and Content

o What can be found in WSS 3.0

. Discuss in detail about some of the Risks (Issues) that can happen

when releasing to outside users.

. Determining Root Causes to issues with the site.

. Created Company Theme to be applied to the WSS site.

. Discussed and helped setup Groups, Pages and Permissions for site and

sub sites.

. Created new content, views and workflows for the site through

SharePoint Designer.

TEKsystems, Baxter, Schaumburg, Illinois 1/2010 - 1/2010

Consultant

This was a contract position at Baxter International through TEKsystems on

a project working and updating SharePoint 2007 and using Microsoft Access

to feed some lists. While there I provided technical consultation for

SharePoint/ MOSS 2007, training materials for internal and external users,

tested site for functionality, checked permissions for pages and content on

site and worked with database department for data integration and dataset

testing.

. Created site content pages and lists

. Setup user groups and content management for pages and lists

. Created site documentation and training material for internal and

external users

. Consulted with database department on datasets for testing, utilizing

the linking in Access to push information from ODBC connections to the

SharePoint Lists, and possible changes to the site based on out of box

parameters.

. Suggested fields and other content within the site to be locked down

from outside users.

. Participated in meetings with other departments about updated to the

site content and possible enhancements.

. Worked with supervision and independently with aspects of the

development process and additional documentation for the site.

Independent Consultant, Morton, Illinois 8/2009 - 8/2009

Consultant

Provided Software Requirement Specification documentation to REMA Company

in Germany under contract for SharePoint Site Content project.

Documentation included information about Use Case diagrams, requirements

for Site content to work, user software requirements, workflow creation and

documentation, downtime restrictions, web forms and office document forms

and required lists and document libraries.

KOMATSU AMERICA, Peoria, Illinois 5/2006 - 7/2009

One of the largest companies that manufactures and markets a range of

integrated construction equipment in North America.

Service Engineer ITC Autonomous

Provided support for customers and Field Representatives on Mining Truck

Products. Created data sources for service department; help Field

Representatives with computer and software issues, development and

maintenance of Peoria Service SharePoint Site. Supported the Autonomous

Truck through meetings and gathering information from the field to resolve

issues.

. Developed Service Department database to contain information for use in

the office and in the field.

. Used Microsoft Access to create truck population database, queries, and

views for the Peoria Service Department and later implemented database

from Access to SharePoint. Used Access to view information on SharePoint

SQL server.

. Developed new content, workflows and webpages using SharePoint Designer

and other languages (i.e. javascript, vbscript, C#, InfoPath Forms,

VB.NET and XML)

. Created queries to search for information for Service Engineers.

. Used SAP to search for Warranty claims to support issues to products out

in the field.

. Worked on IT and Networking projects having to do with Electric Trucks

and onboard systems.

. Used SharePoint Server and MOSS 2007 Server to create the Service web

site for the department which includes queries, web pages,

and applications to help the users with their day to day workloads.

. Developed workflow processes for Service Department on vendor recovery,

plants and other departments to have a visible record of a process.

. Supported the Autonomous truck with its first implementation and gather

data to resolve issues in the field.

. Worked with other plants, distributors and customers in different

countries through email, teleconferences and in-person to get information

to help resolve issues with the Autonomous Truck and other products.

. Developed Microsoft Office Templates and InfoPath forms for use on the

SharePoint Site.

MNET, Scarborough, Maine 2004 - 2006

Third Party Mortgage Company

Data Analyst /Customer Service Rep/Tech Consultant

Provided support for customers while reviewing and compiling up-to-date

information for this established mortgage broker. Communicated extensively

with customers to resolve issues with documents and facilitate loan

processes to meet strict deadlines.

. Chosen to supervise operations of department with eight staff, including

providing training and maintaining productivity, accuracy, and quality of

data-entry processes.

. Delivered exceptional performance, resulting in increased production,

quality, staff proficiencies, and customer-service levels.

. Designed Web-based training manuals for staff in two departments using

Microsoft Word and HTML programming language.

. Analyzed data integrity and accuracy by checking inputted data before and

after EDI submission to investors.

. Effectively communicated to staff about data quality issues, data entry

errors, and changes in data provided to the investor.

. Chosen to analyze and interpret data errors with new and existing EDI

customers to ensure data integrity, while working with upper management

and customers to resolve data transfer issues.

. Designed and implemented a program in Visual Basic 6 to help the shipping

department with tracking shipments to our investors. Created a shipping

database using Microsoft Access and used SQL query statements to access

certain records through the shipping program for Weekly Reports,

addresses to investors, and locating shipping manifests.

. Designed Excel Spreadsheet Templates while utilizing Visual Basic for

Applications.

OFFICETEAM, Portland, Maine 2003 - 2004

Temporary staffing agency.

Administrative Specialist

Assisted with administrative operations for various clients in the banking

and mortgage-finance industries, among others. Communicated with clients'

customers to compile confidential financial information and accurate data

for NET and ARM loan processes.

SPRINGBORN, Portland, Maine 2002 - 2004

Temporary staffing agency

Office Assistant

Performed effectively as a temporary staff member to support administrative

functions for employers in various industries. Performed effectively as a

loan reviewer with the BankNorth Mortgage Department.

CATERPILLAR, Joliet, Illinois 1996 - 2002

Industrial Apprentice

Served effectively in prior position of Industrial Apprentice for

Caterpillar, Inc., the leading manufacturer and seller of heavy equipment;

supported operations on both the shop floor and in the business office,

gaining an understanding of processes and procedures in the manufacturing

environment.

EDUCATION

UNIVERSITY OF PHOENIX ONLINE

Bachelor of Science Degree in Information Technology, 2005

JOLIET JUNIOR COLLEGE, Joliet, IL

Associates Degree in Computer Science, Programming Option, 2002

ACADEMIC TRAINING

Computer Science Student

Completion of Bachelor's Degree in Information Technology, providing hands-

on experience utilizing a broad array of technologies to build skills in

programming, networking, database development/administration, and

troubleshooting/customer-support functions. Participated in numerous

independent and team projects including creating programs and Web sites

that exceeded all functionality, error control, and practicality tests.

. Served as Peer Tutor for Joliet Junior College students (2001 to 2002) to

build their computer proficiencies and support their success in various

computer information system courses.

CERTIFICATIONS

Microsoft Certificates:

. Workflows in Microsoft SharePoint

. Adding Reports and Data Views Using Microsoft SharePoint Designer 2007

. Customizing a SharePoint Web Site Using Microsoft SharePoint Designer

2007

. Introduction to Microsoft SharePoint

. Using Enterprise Content Management Features of SharePoint Server 2007

. Using Enterprise Portal Features of Microsoft Office SharePoint Server

2007

. Inside Look at Developing with Microsoft Windows SharePoint Services

3.0

. Introducing Windows Workflow Foundation using .NET Framework 3.5 and

Visual Studio 2008

. Inside Look at Building and Developing Solutions with Microsoft Office

SharePoint Server 2007

. Microsoft Security Guidance Training for Developers

. Administering a Microsoft SQL Server 2000 Database Part 1

. Microsoft Office 2007 Training

Komatsu America Training

. Basic Failure Analysis and Failure Scene Investigation Techniques

. HD1500-7 Dump Truck Product Training

. Autonomous Dump Truck Product Training

. Komatsu Basic Electrical

. Komatsu Basic Hydraulic

. Komatsu Basic Engine

. Komatsu Basic Power train

. GE Electrical Training

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