Customer Service Quality Assurance

JOHN J. MARKOWSKI

**** *********** *** ( Schwenksville, PA 19473

(H) 610-***-**** ( *********@*******.***

http://www.linkedin.com/pub/john-markowski/a/419/29a

SUMMARY OF QUALIFICATIONS

Project Leadership ? Business Strategy ? Systems Analysis ? Team Building

I am a results-driven MIS professional with over ten years experience

developing, implementing and maintaining networked technology

infrastructures and enterprise systems. I manage across all phases of the

Systems Development Lifecycles (SDLC) to ensure timely delivery of business

focused solutions. I capitalize on strong communication, interpersonal and

problem solving skills to quickly identify and resolve issues impacting

daily business processes and benefitting future direction. I build and

spearhead top-performing teams, providing guidance, training and support

needed to exceed expectations.

CORE COMPETENCIES

Systems Development Lifecycle ( Project Management ( Business and Systems

Analysis

Software Testing ( Proposal Development ( Technical Documentation

Requirements Gathering ( Troubleshooting ( Customer Service

Technical Support ( Communication and Interpersonal Skills

Team Leadership, Training and Motivation

CORE TECHNICAL SKILLS

Certification in Computer Programming Languages (Kaplan University) August

2009; graduated at top of class with a 3.9 GPA.

IT Concepts: PC/Network Fundamentals, Information System Design, Service

Development Lifecycle

Programming Languages: C#, Java, LotusScript, MySQL, Visual Basic, Visual

Studios

Application Packages: MTS (Alcatel-Lucent), DMS-Telepath (Nortel)

Software Packages: Microsoft Office Suite, Lotus Notes

OS: Windows 2000/2003, NT, XP, Vista

PROFESSIONAL EXPERIENCE

IT Consultant, Skippack, Pennsylvania ( 2009 to Present

Information Technology Support

. Provided IT support on VoteBuilder software applications, metric

analysis, data entry programs and media for PA State Representative

Matthew Bradford's re-election campaign.

. Improved security protection and data access speed for several Skippack

small businesses, in addition to providing personal software/hardware,

application and network connectivity upgrades for business colleagues.

VERIZON, Fort Washington, Pennsylvania / New York, New York ( 1996 to 2008

Leading provider of Internet, phone, TV and wireless communication

services.

Project Leader and Business Analyst/Database Administrator (05/2000 to

07/2008)

. Started as a Systems Analyst, then earned a promotion to Project Leader,

due to outstanding performance; Earned several Peer Performance Awards.

. Championed and led a $6 million project to convert databases from Lotus

Notes to web-based platform, collaborating closely with IT team members

to determine technical specifications and preparation of proposals for

Senior Management review and subsequent approval; Project was nominated

for a Verizon Excellence Award.

. Attained 20% process flow improvement and more efficient personnel work

assignments by enabling department managers to effectively monitor

employee workloads and schedules.

. Directed and trained a team of System Support and Staff personnel in

implementing an HTML/XML interface, resulting in improved field mapping

verification, $1 million savings and an ahead of schedule completion.

. Coordinated the development, testing, implementation and maintenance of

database applications, which reduced operational costs, improved process

flow and cut customer service response time.

. Served as Software Application Administrator for Alcatel-Lucent and

Nortel application developers in resolving multiple-levels of Vendor

software application issues impacting Verizon translation processes.

. Facilitated software application design and development, which reduced

redundant or duplicate business processes by 25%.

. Created comprehensive interactive system manuals, resulting in effective

online cross-functional team training while maintaining high end-user

department availability.

Translation Manager (07/1996 to 05/2000)

. Configured and maintained internal system architecture for Verizon's

Translation Department, ensuring network availability and reliability

within FCC mandated requirements.

. Coordinated DMS and MTS family translations in NY State supporting

implementation of new area codes, area code splits/overlays, along with

creating trunks and tandem switch assignments, ensuring improved customer

service availability.

. Drafted technical documentation for various sub-departments, resulting in

standardization and compliance with industry best practices and ISO 9000

requirements.

. Completed 914/845 New York State area code overlay translations for 18

DMS and 15 MTS switches located in Westchester and Rockland counties.

. Migrated New York State's Translation Department's legacy Excel

applications to Lotus Notes platform, resulting in improved user access

capability and reliability of data.

ICM, New York, New York ( 1995 to 1996

Leading IT consulting Services Company.

Software Tester (11/1995 to 07/1996)

. Handled several NYNEX software improvement programs involving upgraded

from flat model to hierarchical systems, resulting in increased security

and faster data access.

UNISYS/Loral/Lockheed Martin, Great Neck, New York ( 1987 to 1995

Leading US Government Defense contractor. Secret clearance - inactive

Program Quality Assurance (05/1987 to 10/1995)

. Managed several US Military programs involving the design, manufacturing,

testing and sell-off of Fire Control Systems, Navigational Guidance

Systems and Automatic Diagnostic Equipment.

. Configuration Control Board Chairperson for several US Military and

civilian programs, ensuring designs and specifications met mandated

Government revision control procedures and policies.

EDUCATION AND TRAINING

Certification in Computer Programming Languages, August 2009

Kaplan University, Fort Lauderdale, Florida

Master of Science in Management Information Systems, May 2008

Florida Institute of Technology, Melbourne, Florida

Bachelor of Science in Computer Science, May 1995

State University of New York, Old Westbury, New York

AWARDS AND HONORS

Kaplan Honor Society

Verizon Peer Performance Awards

Verizon Excellence Award Nominee

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