Customer Service Quality Assurance
Resume:
Resume of
Denise Kester
Boswell, PA 15531
Professional Goal and Summary
I am a driven and successful professional seeking to re-enter the
workforce. My history is that of a results-oriented professional with over
ten years experience providing technical and non-technical support who can
successfully function in a supervisory capacity, as an individual
contributor or in a team environment.
Experience
The Judge Group/Apex Performance
(10/2000 to 10/2002)
Technology Consultant - Lansdale, PA
Project team member responsible for pre-deployment test creation and post-
deployment user documentation.
. Created quality assurance testing/scenarios for technology department in
adherence to the clients request
. Conducted quality assurance testing with results determining the need for
further or revised development or sign-off to move to user acceptance
testing
. Created user acceptance testing/scenarios for the business client in
adherence to the clients request
. Conducted user acceptance testing/scenarios with the business client's
representatives
. Develop user documentation for training post-deployment
MetLife Insurance Company
(1/1999 to 10/2000)
Office Manager/Training Coordinator - Staten Island, New York
Managed performance and maintained security of three localized area
networks at three separate locations for a single agency. Managed multiple
hardware and software platforms. Create, recorded and furnish system
analysis and support. This position included being the designated liaison
for various vendors including AT&T, Verizon and internal information
technology support. Managed an administrative sales support team of eight
and provided customer service to clients such as payments, claims, and
underwriting support.
. Coordinated and directed site administrative support functions
. Maintained office, regional and territorial reports
. Implement and maintain ethical standards as dictated by MetLife as well
as New York State
. Performed both local and network software installations
. Created, managed and terminated user accounts
. Coordinated site rollout participation
. Installed and configured network software, hardware and peripheral items
. Inspected and analyzed test models, new parts and procedures
. Recorded results of all testing procedures
. Controlled hardware inventory
Provided all computer related training
Tekmark Global Solutions
(8/1998 to 1/1999)
Technology Consultant New York, New York
Provide technical direction for meeting Year 2000 Compliance for the Global
Investors Services of a large financial institution.
. Identify and assess business critical software, applications including
spreadsheets and databases as well as service providers (e.g. Bloomberg
terminals)
. Conduct business user and technical owner/developer interviews to obtain
Y2K status and/or plan of action for reaching compliance
. Coordinate business and technology units on replacement, retirement or
remediation of software and applications
. Document the business decisions for remediation, development and/or
acquisition of Year 2000 compliant software and applications.
MetLife Insurance Company
(10/1989 to 8/1998)
Training Coordinator Tampa, Florida/Parsippany, NJ (12/1993 to 8/1998)
Installed, serviced and repaired stand-alone and network equipment at
Insurance sales agencies. Responded to phone inquiries and requests for
computer systems assistance from users. Conducted on-site and remote user
training. Produced training documentation for users. Participated on
several technical projects as a business unit representative.
. Coordinated localized area network installations and laptop roll outs
. Wiring of patch panels, hubs, routers, servers and workstations
. Data migration
. Lotus Notes administration
Technical training provided for all LAN installations and laptop roll outs
Provided on-site and help desk support
Developed user documentation
Special Projects:
Detached Office Infrastructure - Team Member
MLX Laptop Documentation - Team Member
Sales Office of the Future - Subject Matter Specialist
Sales Office Infrastructure - Training, Support & Documentation
Agency Administrator: Brooklyn, New York (10/1989 to 12/1993)
Managed performance and maintained security of three localized area
networks at three separate locations for a single agency. Managed multiple
hardware and software platforms. Create, recorded and furnish system
analysis and support. This position included being the designated liaison
for various vendors including AT&T, Verizon and internal information
technology support. Managed an administrative sales support team of five
and provided customer service to clients such as payments, claims, and
underwriting support.
. Coordinated and directed site administrative support functions
. Maintained office, regional and territorial reports
. Implement and maintain ethical standards as dictated by MetLife as well
as New York State
. Performed both local and network software installations
. Coordinated site rollout participation
Education
New Jersey Institute of Technology - Webmaster Certification
5. Web Authoring - 2000
6. Web Development - 2001
7. Web Management - 2001
Life Office Management Association
8. Earned the designation of AIAA, Associate Insurance Agency
Administration - 1996
9. Earned the designation of ACS, Associate Customer Service - 1996
Susan E. Wagner High School - Staten Island, NY Graduated June 1987
10. Merit Roll
References furnished upon request
Contact this candidate