Customer Service Project Manager

JAKE M. SHOVAN

PHONE 801-***-****

E MAIL ***@*******.***

J

SUMMARY

A leader of over 11 years using effective communication skills to produce an increase in trust, reliability, and reduction of

complaints to develop and maintaining long term relationships inside and outside of the business. Most of all I have a strong desire

to continue to learn and teach new concepts and ideas, which helps me deliver the best result(s) for the current task at hand. I am

results oriented, responsible, dependable, and always surpassing expectations. I am a loyal, dedicated and organized individual that

takes work very seriously and will do what is needed to help the company I work for grow and succeed. I held several positions in

my career that has helped me attain, develop, refine, and maintain these attributes to create a competitive advantage in the market

place.

EDUCATION

BACHELOR OF SCIENCE, COMPUTER SCIENCE April 2005 to (Graduated) June 2007

(cum laude) Cumulative GPA 3.6

Neumont University, South Jordan, Utah

INTERNSHIPS

Neumont University / Student / Tutor

EBAY – Content Management System 2

Software Developer / Database Administrator Adjunct / UI Designer

INTERMOUNTAIN HEALTHCARE – Patient Kinetics Tracker

Project Manager / Business Analyst /Software Architect Developer / UI Designer / Liaise with stakeholders

NEUMONT UNIVERSITY – Graphical Workflow ENviroment (GWEN)

Software Architect Developer / UI Designer

.NET CREATIONS .Net Create

Software Architect Developer / UI Designer

TECHNOLOGIES AND SOFTWARE

TECHNOLOGIES –

C Sharp – C# Object Role Modeling Cascading Style

(ORM) Sheets (CSS)

ASP.NET Action Script HTML – XHTML

.Net 1.1 – 2.0 Structured Query Language Web Services

(SQL)

DEVELOPMENT – PLATFORMS – APPLICATIONS

Microsoft Visual Studio Project Professional 2003 Microsoft Office

Suite 2007

Microsoft SQL Server Windows Vista, XP, NT,

2000, 95 Visual SourceSafe

Adobe Photoshop CS2

Eclipse Subversion

Microsoft Windows

Forms Adobe Flash Professional Visio

Resume Jake Shovan Page 2

PROFESSIONAL BACKGROUND

PROGREXION MARKETING / TELESERVICES North Salt Lake City, UT

Credit Sales Consultant Dec 2009 Current

Assisting clients in becoming aware of their credit reports and how it affects every aspect of their lives.

Evaluated and Assessed client’s specific financial circumstances and obligations and provided information to assist them in

making the correct decisions when it comes to their credit needs.

KELLY SERVICES –AMERICAN EXPRESS Taylorsville, UT

Assistant to the Project Analyst / Sales Jun 2008 – Feb 2009

Helped align specific credit cards needs to small and medium sized companies during sales process to best fit clients needs

Specialized in identifying projects strengths and weaknesses and suggested and created new avenues for improvement

Innovated process to help lead the development and implementation of a new application by reengineered the process to

improve it before automation. This resulted in saving hundreds of labor hours a week by processing large amounts of data in

minutes rather than line by line human review

Contributed to reduce projects overall time, budget, and error reduction as well as generating and reviewing reports on a

daily basis to track project results, card availability, locations, and cost effectiveness

Reviewed and made changes as necessary to meet requirements, specifications, and business processes related to proposed

changes by stake holders or decision makers for proper card creation and printing

Ensured all issues are identified, tracked, and reported as necessary to appropriate outlet for proper and timely resolution.

NEXT STEP HOME SOLUTIONS Riverton, UT

Owner Aug 2005 – May 2008

Owned and managed a business that provided a variety of resolutions to residential buyers and sellers in the most challenging

of economic times.

Handled all aspects of owning a business, including but not limited to customer service, sales, purchasing, accounting,

employee hiring, termination assistance, contracting, and training.

Helped to find homes for individual that could afford a home but could not be approved based off of their credit score, as

well as finding buyers for sellers that could not sell their home in economic unstable housing market

Provided sales leads to other partnering companies I worked with to help them grow

TC2000 Bluffdale, UT

Cable Repair Technician / Trainer Aug 2003 – Jan 2005

Maintained, installed, and repaired cable television cable lines, components, and equipment to ensure acceptable signal

strength and beautiful picture quality

Measured signal strengths and amplifiers and at customer’s terminal boxes, using field strength meters

Answered customers’ inquires and questions and explained cost and operation of cable service

Installed cable television and high speed internet into residential and commercial locations

Ensuring all required paperwork is filled out according to customer requests and company policies for proper billing and

support.

Resume Jake Shovan Page 3

DAVISCO INC. Salt Lake City, UT

Manager / Specialist / Field Service Engineer Technician / Trainer Oct1997 – Aug 2003

Oversaw 5 regions covering Utah, Idaho, and Nevada as well as performing duties as a specialist in respective areas to

increase product efficiency, reliability, and parts budgeting.

Trained clients and new technicians on product functionalities and proper operation of machine equipment

Handled service calls by providing phone support and onsite support to increase machine up time which eliminated job

backlogs caused by product down time delays

Attained 100% on all parts audits with an inventory value over $250,000

Surpassed expectations by keeping response times within 4 hours vs. 6 to 8 hours while maintain 300% higher territorial

volume.

Responsible for maintaining the Salt Lake, Utah, Davis, Summit, Wasatch, and Tooele County territories

Provided on and off site technical support responding to and resolving customer questions and issues

Supported a team of technicians in achieving the status of highest overall reliability and customer satisfaction consistently

on a weekly basis during a four year period.

Achieved optimal performance, improved quality, and maintained compliance with a 92% or higher effectiveness for one

touch resolution while providing customer service and support.

Performed service procedures including, but not limited to the following: delivered, repaired, installed, and maintained

digital, analog, low, mid, volume, and multi function fax/print/copy machine products

Demonstrated strong troubleshooting skills by recognizing and solving machine(s) problems sent for repair after other

technicians could not fix in the field.

Recognizing and filling a need to develop a system used for tracking and organizing inventory which resulted in the reduction

of resources and increased productivity by 30%.

ACHIEVEMENTS / SOFT SKILLS / OTHER

Graduate of The Great Life Foundation Training and currently volunteering and assisting with staffing needs.

Volunteered as a Victims Advocate for Sandy City Police Department for 7 months in 2009

Performed duties as an assistant manager of 16+ warehouse employees.

Recipient of the President’s Citizen Corps honors award which was issued by the President’s Council on Service and Civic

Participation on behalf of the President of the United States

Completed training for and I am a current certified member of the Community Emergency Response Team (CERT)

Awarded Neumont Dean’s Scholarship 9 quarter Proving the ability to achieve outstanding performance in academics

Achieved Perfect attendance Awards for 8 consecutive quarters at Neumont University.

Interpersonal: I have been noted for interacting and communicating in a respectful manner towards co workers and have

used this skill to help reduce conflict and develop and sound tranquil environment.

Displayed trust and camaraderie within in a team as a recipient of a Certificate of Appreciation during my involvement and

service at Scout’s Big Event in their greatest hour of need

Leadership: I have employed newly learned ideas to formulate new solutions that have produced a competitive advantage in

the market place.

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