Customer Service Project

SCOTT MANN

***** ******* *** ~ Valencia, California 91354

661-***-**** *****@***.***

SOFTWARE / PROGRAMMING / ANALYST

Project Management ~ Team Leadership ~ Strategic Planning ~ Software

Development

Innovative MCSD and MCT with a passion for Visual Basic, Office and

Database Administration seeks a position to turn ideas into reality.

Highly motivated, accomplished information systems professional with 20+

years of strong computer systems and project management experience.

Knowledgeable and experienced in all key components of the project life

cycle. Exceptional team builder with extensive experience in leading cross-

functional project teams in the successful completion of large- and small-

scale projects on schedule and within budget. Especially adept at

analyzing problems, finding and implementing innovative solutions.

Enthusiastic about computing and thrives in demanding business situations

where there is the potential to make a difference. Possess excellent team

leadership, communication, negotiation, and interpersonal skills as well as

the ability to motivate teams and individuals to achieve their personal and

professional best. Core competencies and major strengths include:

? Total Project Management ? Best Business Practices ?

Cost-saving Initiatives

? ISO 9001:2000 Methodology ? Concurrent Programming ?

Application Architecture

? Customer & Vendor Relations ? Linux & Java ?

Application Development

? Problem Analysis & Resolution ? Object-Oriented Design ?

Client Relations

COMPUTER SKILLS

Operating Systems: Microsoft Windows 9X/XP/2000, UNIX, Red Hat Linux

6.5/7.1, MS-DOS, Knoppix

Networking: LAN, WAN, POP, SMTP, VPN, TCP/IP, WINS, DHCP, DNS, NIS, NFS,

Active Directory, ISDN, DSL, T1, T3, Frame Relay, Fax Server

Security: McAfee Total Virus Defense, Webtrends & Security Manager

Network Application Software: Vista, Front Office, Back Office, Ghost,

Veritas, Logmein

Hardware: IBM, Sun, HP, Compaq, Dell, NAS, SAN

Programming Languages: PL/SQL, Visual Basic 6 - .Net including VBA, MySQL,

SQL 7 / 2000, Access, Crystal Reports, ODBC, VBScript

Web: Dreamweaver 8 (HTML, XML, PHP, ASP), IIS, FrontPage, .net, CorelDraw

8 - 11

Desktop Application Software: Microsoft Office 97, Microsoft Outlook,

Microsoft Project, MS-Visio, Adobe Photoshop, PC Anywhere, Microsoft

Frontpage 2000, Visual Studio 6 - 2005, Appforge, open office

1 PROFESSIONAL EXPERIENCE

GURU.COM, Pittsburgh, Pennsylvania

Programmer (part-time)( 2002-Present)

Current application is a home health management software package using

VB.Net and MySQL.

Analyze the project based on the hardware and software requirements.

Code and debug applications using VBA, VB6 - .Net, PHP, and XML.

Convert technical jargon into easy to understand terms.

Train customers on final application and prepare written documentation.

Negotiate contracts for service, and identify customer requirements.

Investigate and ensure prompt resolution of all outstanding IT issues to

minimize downtime and maximize productivity.

1 SCOTT MANN Page Two

PROFESSIONAL EXPERIENCE

(Continued)

Negotiate with stakeholders, managers, vendors, and customers using various

industry-standard techniques such as joint application development (JAD)

sessions.

XEROX CORPORATION, West Hills, California

2 Certified Corporate Trainer / Senior Customer Service Engineer (1990-

April 2010)

Manage a territory of 1,000 customers and serve as the team leader for 5

service technicians.

Analyze performance using Leadership Through Quality and Lean Six Sigma

tools to identify opportunity areas.

Develop processes to improve work flow using the tools.

Coach, motivate, and delegate tasks to staff members, and provide oversight

and management as needed to ensure proper completion of all assigned tasks.

Assist in preparing and implementing company business/operations plans and

capital budgets. Monitor project schedules and budgets and ensure that

project milestones are met in a timely manner.

Investigate and ensure prompt resolution of all outstanding development and

implementation issues to minimize downtime.

Developed and delivered a workshop in customer service skills which

increased customer satisfaction in the district from 89% to 93%, 2 points

higher than was estimated.

Analyzed multiple teams using Leadership Through Quality tools to identify

improvement opportunity areas.

Wrote comprehensive process descriptions to improve work flow for multiple

teams using these tools.

Trained service agents how to conduct in-depth service and repair of

copiers, laptop computers and software (Windows 95, Word, Excel, E-mail).

Trained over 300 contract workers on a variety of topics.

INTELISOURCE, Torrance, California 2001 - 2006

3 Microsoft Certified Trainer (part-time)

Developed complete lesson plans for each class, working with in time tables

for each class.

Developed assessment materials.

Designed, updated and facilitated Information Technology courses.

Courses included: Visual Basic 6, .Net, SQL 7/2000

Courses were delivered in-house and at customer on-sites.

Served as the expert for each course.

Write standard operating procedures for workshop equipment and conduct risk

assessments for workshop activities.

AWARDS & RECOGNITION

Awarded, Par Club Individual, 1993

Awarded, Par Club Individual, 1992

Awarded, Presidents Club Workgroup

EDUCATION

UNIVERSITY OF PHOENIX, Phoenix, Arizona

Bachelor of Science in Information Technology, 2006

Contact this candidate