Customer Service Quality Assurance
Resume:
MICHELLE SHAUNCE
Owens Cross Roads, Alabama 35763
***************@*****.***
SUMMARY:
A results-driven, customer-focused, professional with experience in
excellent customer service. Detail oriented and able to multi-task. Strong
written and verbal communications. Interested in a challenging career
working with customers.
SKILLS and KNOWLEDGE:
Operating Systems: Windows NT/2000/XP (workstation & server), Windows
95/98/ME, UNIX, Linux
Languages: PL/SQL, HTML, BASIC, SQL, .NET, XML, T-SQL
Databases: Oracle Forms 3.0, Oracle Reports (2.5, 3.0), SQL*ReportWriter,
TOAD (Tool for Oracle Application Developers), SQL*Plus, MS Office, MS
Visual SourceSafe, WSFTP, Adobe Writer, Windows Remote Desktop, Cisco VPN,
Microsoft VPN, SQL2000, SQL2005
EXPERIENCE and EMPLOYMENT:
11/2006 - 7/2010 - Application Support Specialist
SirsiDynix, Huntsville, AL
> Assist in troubleshooting user problems relating to Operating System
issues, Network Connectivity, TCP/IP configuration, upgrades, and
Internet connectivity.
> Troubleshooting hardware peripherals like printers, modems, etc
> User rights and permission, disabling and enabling accounts, file and
folder permissions and configuring security templates as per need.
> Analyze, troubleshoot and debug issues related to software
applications. Confer with and advise customer on the use of
applications. Create workaround procedures when standard procedures
have failed.
> Prioritize and manage workload through the company's customer
relations application in such a way in order to meet personal and team
service level commitments. Ensure issues are resolved in a timely
fashion.
> Maintain constant contact with customers to resolve inquiries or
problems. Create test scenarios to verify problems and proof code
fixes and accurately document problems and solutions and/or
workarounds for customers.
> Assist with quality assurance and testing procedures.
> Provide customers and staff with clarification on product
functionality. Explain product capabilities.
4/2002 - 11/2006 - Junior Programmer/Helpdesk Analyst
enGenius Consulting Group, Huntsville, AL
> Responsible for providing support and development of RFMIS, utilizing
PL/SQL, Oracle Forms 3.0 and Oracle Reports.
> Provided day-to-day technical support to RFMIS users across the United
States.
> Provided support for RFMIS Collocation and JRFC meetings.
> RFMIS Technical Lead for Lease Supplemental Agreements, Contract Mods,
Data Mods, Report Changes using SL*Plus and SQL*ReportWriter.
> Created Oracle reports for the Office of the Secretary of Defense to
monitor RFMIS data.
> Created and tested reports for GSA Conversion project.
> Performed data modifications using PL/SQL for Supplemental Agreements,
Actions, Lease/Contract costs.
> Maintained RFMIS Corps of Engineers News Board for RFMIS using HTML.
> Updated and maintained RFMIS Corps of Engineers training manuals.
EDUCATION:
March 2005 University of Alabama in Huntsville Huntsville, AL
Continuing Education Course: Fundamentals of Oracle including Oracle 9i and
10g
1997-2000 Athens State University Athens, AL
Bachelor Degree in Elementary Education
1995 - 1997 University of North Alabama Florence, AL
Contact this candidate