Manager Customer Service
Resume:
Claudine C. Barin
( ***** Lemarsh Street, Unit C*3
Chatsworth, CA 91311
( *************@*****.***
Information Technology Manager/Director, Technical Support Manager Profile:
Domestic & International
MBA
. A keen eye for details has led to high profile assignments responsible
for all aspects of Information Technology Solutions, Complex Technical
Problem-Solving, Software Testing, Management and Consultations,
Development and Leadership, Product Management, Customer Service and
Retention, Prioritizing and Delegating workload, Strategic Planning,
Education and Training, Banking Regulatory Compliance, Support and
Implementation, Revenue Improvement Strategies contributing significantly
to bottom-line efficiency and profitability
. Dynamic, highly motivated and results driven professional who thrives in
high-pressure, variety and multi-task oriented environment
. Ability to build strong rapport with key executive management, client
financial institutions, personnel and associates based on knowledge,
professionalism, great interpersonal skills, ethics and integrity
. Enhances knowledge and skills through continuing education and training
opportunities
. Highly adept at managing through corporate change, economic volatility
and competitive markets
Areas of Expertise:
Management Techniques Leadership and Information Technology
Supervision
Application Planning Troubleshooting Database Administration
Monitoring and Detection Computer Engineering Investigation
Customer Relationship Different Banking Core Risk Management
Management Systems Data
Patriot Act: BSA/AML/ATF Conflict Management Team Development
OFAC, 314A
Experience and Achievements Summary:
Technical Customer Support Manager
GlobalVision Systems, Inc, Chatsworth, CA
04/2004 - 06/2010
. Successfully formed the support department, set executive
policies/strategies and enforced them also acknowledged and prepared
proposal for process improvement as the department grew at 100% rate
annually to cater to the rapid company growth.
. Established reputation in managing a group of software support engineers
to deliver excellent technical services to our over 300 client banks,
credit unions and partners to ensure customer satisfaction in a timely
manner fashion in a very time sensitive industry.
. Also administered the human resources task including recruitment and
training of the new employees.
. Supervised performance and inspired personnel to fulfill their
individual as well as organizational goals by encouraging, inspiring and
giving incentives such as best support representative of the month award
which increased quality and efficiency by 50%. Also Oversees tasks in
monitoring, analyzing and performing daily troubleshooting of software
applications and any database issues for client financial institutions.
. Escalation and follow-up of cases requiring further action.
. Answered customer support and all problem related calls in a prompt
courteous manner and administered complaints.
. Worked with customers to ensure that contractual service expectations are
exceeded.
. Captured customers and corporations information accurately.
. Other duties included data cleansing, lead generation, event management,
and data profiling.
. Played a key role in implementing quality assurance and testing for
product management and consulting groups.
. Handled increasingly responsible tasks in creating technical documents,
training manuals as well as product training and educating customers at
facility and on site.
. Utilized various software tools and especially worked with MS SQL Server
such as Enterprise Manager, Query Analyzer, Profiler, Stored Procedures
and DTS packages.
Technical Support Representative
TeleSpectrum for Sprint PCS, Buffalo, NY
2003-2003
Manufacture Associate
Graphic Control, as, Buffalo, NY
2001-2002
Application Programmer
Department of Economic Ministry (overseas)
1997-1999
Part of a tight-nit team that supported all aspect of application
development full life cycle, and also assisted with various Fileservers,
Unix Workstation Platforms, SQL database servers and tasks related to
documentations and administrative functions. Used 4th generation
application development tools. Responsible for installing, upgrading,
testing and troubleshooting new and existing servers, desktop systems and
some database systems administration for the CRM application.
Education:
Master in Business Administration (MBA): Colorado State University, May
2008- G.P.A. of 3.76/4.0
Bachelor of Science in Computer Science, Minor: Mathematics: State
University of New York in Buffalo, Feb 2004-G.P.A. of 4.0/4.0
Bachelor of Science in Software Engineering: A.U.I.T. School of Engineering
(overseas), May 1998
Professional Affiliations (Honors and Awards):
Member of The International Honor Society Beta Gamma Sigma
Member of Golden Key International Honor Society
Technical Summary:
. Languages: Java, C++, C, Pascal, ML, Prolog, Lisp, Smalltalk, VBScript
and Jscript
. DBMS: SQL, Sybase, Informix, some Oracle
. Web Technologies: HTML/DHTML, XML
. Java Technologies: Servlet, Applet, JSP, JDBC, Macromedia Dream weaver
and Tomcat
. Platforms: Windows 9X/2000/XP/NT/Vista, UNIX, DOS
. Networking: CCNA beginner course completed
. Microsoft Office: Proficient
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