Customer Service Management

DAVID G. HARPER

**** ******* ** . *********, ** . 702-***-**** . abkh8r@r.postjobfree.com

LOTUS NOTES DEVELOPMENT ( PROJECT MANAGEMENT

Creative and results-driven professional with a progressive career in the

management, design, development and launch of innovative applications to

meet evolving customer, market and business needs.

Organized and take-charge technician with exceptional follow-through

abilities and detail orientation, able to plan and oversee projects from

conception to successful completion.

Personal and professional experience of MS Office Suite (2003 & 2007),

Lotus Notes (3.x to 8.x), Windows XP, Windows Server 2003, Windows Visa,

Windows 7, Apple OS X, Open Office 3.0, Adobe CS3 for Mac, Skype, Sam

Broadcaster, Audacity, online email and calendaring system (Yahoo, Google,

GoDaddy),

Natural communicator and team leader with strong motivational and

management skills, and ability to produce and succeed. Strong history of

providing outstanding customer service and support, sought after "Go-To"

person for innovative problem analysis and resolution.

Valued Team Player active "out of the box" creativity and leadership;

encouraging collaboration, contributing knowledge, ideas and support.

Accustomed to working in deadline-driven environments with an emphasis on

working within time and budget requirements. Core competencies include:

. Database Application Development

. Web Development

. Typing speed over 70 wpm

. Administrative Support

. Project Management

. 1st, 2nd, 3rd level support

. Helpdesk Support

Professional Experience

Burken Broadcasting, Las Vegas, NV 2010 - Present

BOARD OPERATOR, ON-AIR HOST, VOICE-OVER ARTIST

. Operate multi-channel soundboard and cart software (Media Touch) for pre-

recorded, live talk and music based shows for AM radio station KLAV.

. Operate multi-channel soundboard and cart software (Sam Broadcaster) for

pre-recorded, live talk and music based shows for Internet radio station

VegasAllNetRadio.com.

. Maintained FCC show logs for KLAV.

. Programmed SAM Broadcaster (PASCAL based scripting language) to re-

broadcast pre-recorded shows at designated times and random re-broadcasts

during non-scheduled times.

. Trained new board operators on operation of equipment for both AM and

Internet radio station.

. Recorded live shows; edited recordings for on-line archives.

. Recorded and edited public service announcements (PSAs) and commercials.

. On-air host for call-in talk radio shows for VegasAllNetRadio.com and

KLAV.

British Telecom, El Segundo, CA & Henderson, NV 2000 - 2010

SENIOR LOTUS NOTES DEVELOPER

Developed/implemented and administrated application specific systems

capable of meeting current and long-range management information for sales,

order management and customer service for this global communication

solutions organization. Conducted workflow analysis, streamlined processes

and automated systems to improve productivity. Supported over 10,000 users.

. Developed, managed and implemented sales and order management database

applications, subsequently converting systems to a web and client based

application to eliminate redundancies, manual processes and significantly

improved productivity.

. Systems Administrator, providing and managing technical support, access

control, resource authorizations and permissions, system maintenance,

updates enhancements for applications, intranet and PC's.

. Architected and managed Help-Desk Ticket database application to log,

track, escalate, monitor and report open and closed tickets.

. Designed and facilitated basic and intermediate level Outlook training

courses and materials to train users how to transition from Lotus Notes

Email system.

. Supervised 1st and 2nd level support technician's activities, schedules

and workloads.

. Facilitated cross-functional user requirement meetings, conducted work

flow analysis, designed, project managed, developed, tested and rolled-

out new, upgraded and enhanced applications on-time, on-budget, meeting

and exceeding customer specifications and expectations.

Imagine Media Brisbane, CA 1998 - 2000

LOTUS NOTES DEVELOPER, DESKTOP SUPPORT

Challenged to develop, maintain and administrate cutting-edge database

applications and support PC's and PDA's for this magazine publisher.

. Supported and administrated database applications, PC and PDA's, to

support user and business needs.

. Developed multiple database applications to streamline and automate core

processes: including human resources in-boarding, payroll systems and

article/advertising layouts.

Morrison Knudson at 3Com, Santa Clara, CA 1996 - 1998

FACILITIES COORDINATOR

Fast track promoted to oversee technical services, including event

coordination, audio-visual equipment and relative facility operations for

3Com's outsourced facility management organization. Operations grew from

a 3 building to an 8 building campus within 12 months. Managed scheduling

and reservation processes for events with up to 1000 attendees.

. Supervised a team of 8 responsible for technical services and event set-

up and breakdown.

. Assigned technical and maintenance services work orders and schedules to

ensure event space was set up to customer specifications and met

reservation demands.

. Devised equipment and component preventive maintenance schedules and

events check lists and controls to ensure equipment was event ready.

. Expertly knowledgeable of space planning and set-up, audio-visual

equipment, PC's, lighting and all technical equipment or services.

. Actively supported event planners in the design and presentation of

functions.

. Performed comprehensive inspections of space, equipment and facilities

maintenance to identify inefficiencies and implement corrective and

preventive actions.

. Main point of contact between security department and facilities for

disaster recovery, fire prevention and safety.

. Developed and maintained database applications to track, monitor and

master schedule events, work orders and onsite maintenance.

Technical Development

Computer Skills: Expert Level MS Office Suite (2003 & 2007), Windows (XP,

Vista, 7, Server 2003), Outlook (2003 & 2007), Lotus Notes (3.x to 8.x),

Adobe CS3 for Mac, Apple OS X, Open Office 3.0 and Online Calendar and

Email.

Equipment and Peripheral Skills: Typing Speed over 70wpm. Proven track

record in administrative support as well as desktop support, including

support of desktops, laptops, netbooks, printers, scanners and digital

cameras.

Application Skills: Lotus Notes/Domino (3.x to 8.x), Lotus Script, HTML

(4.0 & XHTML), JavaScript, MS Access (2003 & 2007), C#.net, VB.net, FoxPro,

PHP, Oracle using SQL.

Technical Skills: Broadcasting & Audio engineering with the use of Audacity

(PC), Sam Broadcaster (PC), Media Touch (PC), and Garage Band (Mac)

software.

Education

California State University Fresno - Theater Arts

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