Manager Customer Service

A a ro n T h o m a s

* ********* **. ***. * London, OH 44807

541-***-**** (cell) a m t h o m a s 2 11 2 @ g m a i l . c o m

Professional Qualifications

A results-driven, highly dedicated computer professional with over 10 years of strong development, software

support and help desk experience to offer, including a long track record of success in a multitude of environments

including developing requirements. project planning, training and development, team building, and cross-platform

support including all versions of MS Windows, Ubuntu Linux and Mac OS’s

Professional Highlights

*

Well versed in the use of SQL, HTML, XML, CSS, and Java

Experienced in Oracle databases, devising queries, and locating and correcting data and database errors

Through constructive communication and feedback with the client, was able to develop and orchestrate

the implementation of a new tool set which is still being utilized and improved upon with each new build.

Instrumental in the identification, quantification, and execution of repairs pertaining to large scale errors

involving a client’s current product, leading to more efficient products, and better use of organizational

resources.

Determined root cause analysis in order to develop programs which would lead to the development of

better software and relevant software patches.

Exceptional interpersonal and communications skills with the ability to create enthusiasm and build

confidence in others.

Skilled at building effective long-term business relationships with persons of different professional skill

levels.

Entrusted to make decisions as and to act in the capacity of manager in virtually every position, and have

been granted special permissions, due to my ability, to handle situations with decisiveness and to accept

responsibility for outcomes.

Over 10 years working in the computer technology field in various capacities in full-performance roles with

increasing responsibilities based on excellent performance and attendance.

Experienced in use of Microsoft office Suite of products including Word, Excel, PowerPoint, Outlook, and

Visio.

Able to type 90 WPM.

Able to explain complex information in an easy to understand format.

Developed and presented training materials both to individuals and in group settings, to persons of

differing skill levels.

A a ro n T h o m a s

7 Lamplight Ct. Apt. A London, OH 44807

541-***-**** (cell) a m t h o m a s 2 11 2 @ g m a i l . c o m

Employment History

*

E-COMMERCE (November 2009 – July 2010)

Account Manager Columbus, OH

Was responsible for the care of customers for 3000+ web hosting customers for two major brands: IX Web Hosting

and Host Excellence. Handled all service and billing issues, utilizing a ticketing system, and a corporate instant

messaging program. Performed software installation and troubleshooting for customers across Linux and

Windows platforms, oftentimes analyzing code in ASP, PHP, HTML, and CSS. Created and retrieved backups of

data, where appropriate, from web, mail, and database servers. Noted as the “Database Expert” for the company,

and was called upon to troubleshoot and often fix some of the tougher problems that arose in MySQL and MSSQL

databases. Built website for my team, at the request of the company, as a medium for customers to contact us

through.

CAYUSE TECHNOLOGIES (November 2007 – August 2009)

Software Engineer Pendleton, OR

Developed several SQL scripts to perform updates – ranging from one row to thousands -- to the client databases,

and to query the databases to find data discrepancies in three databases, each consisting of several million rows.

Developed a fix for a problem that had financial implications to the client that would save potentially millions of

dollars in lost revenue. Due to diligence, and report with the client, was entrusted to act as the main liaison

between the client and the contractor, yielding positive results for both. Was selected as one of a handful of people

to "sell" a major project to a client, developing a dynamic and long term positive relationship with the client.

Included in this was the implementation of a knowledge transfer from a previous contractor, including the

documenting and applying of this new knowledge to a team of 70+ persons. Performed in-depth root-cause

analysis, helping to identify and develop fixes for new errors, often times working closely with other development

groups to provide solutions. Trained both in-house and offshore teams, and developed a knowledge base for

undocumented, unfamiliar issues producing faster resolution times and better utilization of resources.

JEREMY STRIEPER (2007 – 2009)

Volunteer Desktop Support Pendleton, OR

Moved equipment, imaged machines, installed software and hardware, and configured workstations for the local

Community College.

SAFEWAY (April 2007 – December 2007)

Fuel Station Assistant Manager Pendleton, OR

Supervised a crew of 10 employees. Duties included opening and closing fuel station, responding to emergencies,

scheduling staff to meet business needs, managing the safe, doing daily money pick up and deliveries, maintaining

the enforcement of company rules, training personnel, handling personnel issues, attending meetings, and

enabling and disabling security systems. Served approximately 600 customers per day through an 8-pump

station. Made recommendations to Fuel Station Manager in regards to hiring, terminating, and administering of

corrective action plans for employees. Acted in behalf of Fuel Station Manager when he was out or unavailable.

SPEEDWAY (November 2004 – December 2006)

Customer Service Representative Grand Rapids, MI

Successfully performed duties assigned including management duties, such as maintaining inventory, pulling daily

register reports, counting money, maintaining cleanliness of the store and customer areas, handling customer

complaints, and working with vendors, all while creating a positive atmosphere for customers, and obtaining

customer loyalty through the delivery of high quality service and product knowledge.

Education

A a ro n T h o m a s

7 Lamplight Ct. Apt. A London, OH 44807

541-***-**** (cell) a m t h o m a s 2 11 2 @ g m a i l . c o m

GRAND RAPIDS COMMUNITY COLLEGE Completed July

2005

Computer Support Technology Grand

Rapids, MI

Successfully completed the college’s computer support technology training course, geared towards the

CompTIA A+ certification.

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