Customer Service Engineer

Rose M. Jones

314-***-**** **** Hoyt Drive, St. Louis, MO 63137 ************@*****.***

OBJECTIVE

Be a productive team member in at a company where I can use my writing experience, attention to detail,

and solid organizational skills.

SUMMARY

I am a dependable and self-motivated professional with more than 13 years of combined documentation,

customer relations, and office management experience. I am able to multi-task a variety of challenges

and responsibilities. I have excellent communication skills and I love interacting with people. I am willing

to go the extra mile to get the work resolved in a timely manner.

EDUCATION

B .S, Criminal Justice, University of Missouri - St. Louis

Minor, Sociology University of Missouri - St. Louis

Minor, Psychology University of Missouri - St. Louis

Certificate in Trauma University of Missouri - St. Louis

TECHNICAL SKILLS

Microsoft Word 2010, Microsoft Excel, Microsoft Access, Microsoft PowerPoint, Microsoft Outlook

Express, MS Excel, Windows XP, Task Tracker, Events Logbook, ETS, TOAD, Erwin, Planning and

Scheduling, Written communication, Customer Service, Internet Research, Telephone Reception,

Purchasing, 40 wpm Typing Speed

SECURITY CLEARANCE

Security Clearance: Secret, NACLC Date: 04/01/2002

EMPLOYMENT EXPERIENCE

Tapestry Solutions, Federated Software Group Inc., St. Louis, MO, and 12/2005 to 03/2010

Applications Engineer

• Assisted in a wide range of data element documentation by researching available notes,

e-mails, Events Logbook and Task Tracker databases.

• Worked with Database team and Air Force personnel to design each model release.

• Participated in several weekly meetings to help solve government issues on a weekly

basis. Responsible for documenting all questions and answers.

• Responded to inquiries of customers through email, and phone, diagnosed and analyzed

problems sent all inquiries to the appropriate Engineers for a solution.

• Helped to organize each release by doing all the background work such as data

collection for all tables and columns for each release.

• Collected and tracked issues using Excel spreadsheets, and Task Tracker Database.

ROSE M. JONES

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• Created and maintained AMC’s Global Decision Support System II (GDSS2) Task

Tracker with ETS database information in order to document all changes, and internal

communications concerning data elements.

• Created and maintained multiple spreadsheets containing a record of all columns and

tables added to AMC’s Global Decision Support System II (GDSS2) Database from

beginning to end of release.

• Posted the latest TMDS model and generated scripts monthly for all new items added to

the database model.

• Assisted in logging meeting tasks and performed additional tracking tasks as needed.

Tapestry Solutions, Federated Software Group Inc., St. Louis, MO, and 02/2002 to 12/2005

Technical Writer/Editor

• Finalized and checked contract deliverables for contract standards and compliance such as

Software User manuals, installation guides, White papers, proposals, presentations, and reports.

• Prepared technical manuals in various formats, including HTML and PDF.

• Corrected any grammatical errors, proofread all deliverables for accuracy.

• Provided necessary editing, writing, formatting and coordinating of vast proposals in case of

government contracts.

• Assisted senior management with editing of special projects such as commercial job proposals

not connected to government contracts.

Tapestry Solutions, Federated Software Group Inc., St. Louis, MO, and 06/1997 to 02/2002

Office Manager

• Handled calls promptly and professionally forwarded calls to the appropriate person

among 200 employees.

• Provided administrative/secretarial support for various Engineering departments.

• Assisted all visitors in the office by answering questions, setting up conference calls and

taking meeting notes when necessary.

• Operated desktop computer to assist any Engineering group with extra well directed

tasks such as proofreading document verification.

• Composed outgoing letter correspondence, and internal communications for

management.

• Scheduled internal company meetings, interviews, appointments with customers and

other similar activities for management.

• Responsible for collecting all invoices, employee expense reports, and confidential forms.

• Oversaw weekly timecard entries for accuracy of report codes.

VOLUNTEER

I currently oversee the Angel Food Network for my church and the surrounding neighborhoods in my

area. I am responsible for collecting names, monies, and distribution of food boxes.

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