Customer Service Sales
Resume:
William Cappoli
Rochester, NY **624
abldmn@r.postjobfree.com
TECHNICAL SKILLS
Languages - Proficient in C#, Java, VB.Net, PHP, ASP.Net, SQL, MySQL, HTML,
CSS, Javascript, Groovy Script, Jelly Script, Velocity, VBA, jQuery, YUI,
JSON, XML, AJAX and DOS/UNIX scripting.
Programs - Proficient in using MS-Office Suite, MS Project, Visual Studio,
Eclipse, Netbeans, Automate, Microsoft IIS, Infopath, Photoshop, Microsoft
SSIS, Fidelity MSP and JIRA.
PROFESSIONAL HISTORY
Wildlife Educators Coalition
August 2009 - present
Website Administrator - A non-profit group whose mission it is to introduce
children of all ages to the wonders of the natural world through exciting
personal experiences with our animal ambassadors. This unique connection
will arouse a sense of respect, affection and responsibility towards all
the citizens of the Earth, regardless of species. Responsibilities
include:
Creation, maintenance and updating of their new website launched in
September 2009
This work involves an extensive use of HTML, CSS, PHP and Javascript
Site can be viewed by visiting www.nywec.org.
Cloud 9 Analytics March 2010 -
June 2010
Field Technology Engineer - Startup SaaS company that creates a plug-in for
Salesforce.com that provides Sales departments with a drillable in depth
look at the past, present and future sales. Also creates Excel based
reports that are sent via email to customers providing them highly detailed
reporting.
Created and maintained large, complex customer and report specific SQL
statements used to pull data for reporting
Responsible for taking the SQL statements and creating multi tabbed Excel
reports with them using a web based tool and SQL statements
o Tool would generate report and populate it with data pulled
from database
Helped to maintain and upgrade companies data model using XML
Responsible for timely response and resolution of issues reported by
customers in regards to their various email and Salesforce based reports
First American
November 2002 - March 2010
Tax Research Specialist - Division of company responsible for working with
mortgage company, their homeowners and local taxing authorities to resolve
property tax issues. Held position from November 2002 to September 2006.
Duties included:
Researching delinquent homeowner property taxes to determine why taxes are
unpaid and to resolve all issues found
Involved using Fidelity MSP to review and update homeowner account as
needed
In charge of Quality Control of the teams work.
Responsibilities included reviewing all team work to verify issues was
fully resolved
All systems were corrected if applicable
All process was correctly per current procedures
Also in charge of handling Tax Sale cases for the team. These cases
involved properties already sold at Tax Sale or at risk for being lost
I was put in charge of a variety of special projects including:
Recovery of incorrect payments made to agencies
Review of customer denied billing and training of new employees.
Intermediate Business Systems Analyst - Held position from October 2006 to
the March 2010. Responsibilities include:
In charge of database development using Access, SQL and MySQL
This includes the creation of MySQL procedure that takes files from various
sources and outputs a billing file used by accounting to bill customers for
work completed on their behalf
Involved in the development and maintenance of a file parser which is used
to convert system reports into tab delimited files so that they can be
imported into databases for processing
In charge of taking daily repetitive tasks and automating them
This has allowed employees to concentrate on more important tasks resulting
in a decrease of errors and losses while also cutting back on the number of
staff needed
Administrator and sole developer for the JIRA ticketing system that is used
within the company to track issues that are in need of being resolved
This involved using AJAX, Groovy Script, Jelly Script and Java to modify as
needed
Also in charge of analyzing all JIRA related projects to determine their
feasibility in relation to the capabilities of the software
Daily duties also include the general day to day tech support of the office
Responsible for the maintenance, deployment and decommissioning of office
PCs
Also in charge of maintaining the server backup tape system and handle the
replacing of broken or in need of being upgraded of network components.
Participated in the determination of and documentation of project
requirements
In charge of analyzing all incoming issues for department and determining
the estimated amount of time in order to complete.
Required to train employees on how to run projects that I have completed
PETsMART.com October 1999 - November
2002
Customer Service Representative - Responsibilities included:
Responsible for answering customer phone calls and emails regarding the
products being carried and the status of their order
Assisted customers with placing orders
Responsible for resolving issues for customers regarding errors with or
lateness of their order in a timely manner and to the satisfaction of the
customer and company policy
Assisted in warehouse as needed picking/packing orders and handling
returned items
EDUCATION & CERTIFICATIONS
BS, Information Technology Computer Programming - April 2009
Kaplan University
BA, History - May 1998 SUNY
University at Stony Brook
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