Customer Service Manager
Resume:
JOHN A. MARSH
Durham, NC *7712
Home: 919-***-****
Mobile: 919-***-****
****@*********.***
SUMMARY
Web Development professional with 12 years of experience in full cycle development and a proven track
record of meeting clients' expectations and producing user-friendly applications. Expertise includes
over 5 years of Java, 8 years of PHP and 9 years of Cold Fusion experience.
WORK EXPERIENCE
RHO, INC.
Sr. Software Engineer & Manager of Software Development, January 2008 to Present
• Oversee the development of eight software products and nine direct reports.
• Serve as the team lead and developer for the RhoEDC application (Electronic Data Capture); oversaw the
release of three versions of the RhoEDC product, now used for 33 clinical trials.
• Promoted from Senior Software Engineer to Manager after 10 months for demonstrating strong leadership,
development and project management skills.
• Received the Team Presidential Award in August 2008 for ensuring the timely release of RhoEDC v4.6 and
introducing programming process principles that enabled Quality Control, Validation and Software
Development to work together effectively.
• Participated in designing, coding, testing, debugging, configuring, and documenting new and existing software
applications.
• Introduced Agile principles into the software development process resulting in better communication, a focus
on deadlines and kept the development cycles on a regular schedule.
• Technologies: Java, JSP, JavaScript, Oracle, PL/SQL, Apache, Tomcat, XML, XHTML, CSS, DWR (Direct
Web Remoting - AJAX), JUnit, Hibernate
BLUE CROSS AND BLUE SHIELD OF NORTH CAROLINA
Web Design Manager, July 2007 to March 2008
• Oversaw and assisted with the implementation of the Saegis Benefits web site and the continued
implementation of the web site redesign for the BCBSNC web site.
• Managed 4 full time employees and contractors ensuring goals and project deliverables were met.
• Provided technical expertise for the implementation of the Interwoven content management system.
• Provided technical XHTML and CSS design for the web content management project, along with supporting
JavaScript programming.
• Technologies: ColdFusion, Java, JSP, XHTML, CSS, JavaScript, Dreamweaver
Web Developer, October 2000 to December 2007
• Served as the lead developer for the Provider Search application, which delivered 9,000 search results per
day and Producer Rate Quote, which provided 1,000 quotes per day.
• Worked with consultants to begin work with portal and portlet technology for the Consumer Rate Quote
application, which provided 3,000 quotes per day to potential new members.
• Improved Blue Advantage, Short Term and Blue Points applications by porting their databases from Access
and Oracle to UDB allowing BCBSNC to save money on database licenses and improve reliability.
• Repaired and improved the Blue Points and Blue Advantage applications, which served 53,000 active
members, 29,000 of which signed up in 2007.
• Played a key role in the technical design and implementation of two BCBSNC.com redesigns and the
Partners Health site.
• Developed the framework that customized 6,000 member's web site experience per day based on their line of
business.
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John A. Marsh
• Implemented single sign-on solutions for the Hospital Comparison Tool, Dialogue Center and Healthwise
Knowledgebase applications to provide a seamless experience for 175 members per day visiting partner web
sites.
• Lead programmer for the HitBox code that provides the majority of web site statistics for internal and external
web sites.
• Developed test scripts in JMeter for all major applications that successfully prevented errors from interfering
with development.
• Wrote the interfaces for two Java internal applications (CMIDweb and CUBSweb) using JSP and XSL, both of
which are used daily by BCBSNC customer service representatives.
• Developed error handling and customer feedback systems to immediately notify web developers of errors on
the site enabling them to take a proactive approach to solving problems and better serving customers.
• Earned six "Blue All Stars" for customer service.
• Technologies: ColdFusion, ColdFusion Administrator, Java, JSP, Struts, Spring, Faces, Prototype,
Script.aculou.us, DHTML, AJAX, XML, Oracle, DB2 (UDB), MS Access, JMeter, Photoshop, Stellent, Unix,
DOS scripts, Unix shell scripts, WebSphere Portal, IIS
RESEARCH TRIANGLE INSTITUTE, RTP, NC
Webmaster, January 2000 to September 2000
• Served as a system administrator for the Intranet and Internet servers including directory structure, search
engine indexing, and database maintenance.
• Researched, documented, and implemented standards for the marketing Web site, specifically W3C XHTML,
CSS, and ADA accessibility.
• Converted all the Web site’s databases from Access to MS SQL Server which improved performance and
reliability.
• Technologies: ColdFusion, ColdFusion Administrator, XHTML, CSS, JavaScript, Thunderstone Webinator,
Verity Search 97, WinSite, IIS, Windows NT Server, MSSQL
Programmer Analyst, August 1998 to December 1999
• Developed Web applications for internal, local, and international web sites.
• Wrote code and developed the database structure that became the foundation for several project sites
designed to assist in worldwide communication.
• Co-wrote Visual Basic 6 / ADO / SQL applications to track work hours and provide a charging system for the
telephone survey division.
• Technologies: Visual Basic 6, MS Access, VBA, ColdFusion, XHTML, CSS, MSSQL, WinBatch, HAHT
PC Systems Specialist, July 1995 to August 1998
• Wrote and updated corporate programs using WinBatch designed to manage network connections while
running network software.
• Developed a standard software installation process that was used by all PC technicians to set up new
machines.
• Technologies: MS Access, VBA (VBScript), DOS scripts, WinBatch, Ghost, VAX/VMS
OTHER RELEVANT EXPERIENCE
Freelance Web Developer, ThreeLeaf.com, November 2000 to Present
• TC4.us - Treasure Chest Facebook application.
• TunisLandingBaitShop.com - Built web site using Drupal, Gallery2 and Zen Cart. Developed all graphical
content and layout.
• MissNC.org - Complete redesign of site including graphics, layout, and navigation. Developed a process to
easily post pictures and announcements using Macromedia Contribute and PHP.
• MovieAdvisor.com - Developed several major pieces of functionality, including a new rating service, review
mechanism and administrative features; implemented redesign of the site in ColdFusion and Access.
Developed assets and tracking for e-mail campaigns. Implemented PayPal payment process.
• AISurvival.org - Brought all code up to current standards and performs annual maintenance.
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John A. Marsh
• IronCoach.com - Designed solutions that included a complete exercise recording and reporting system as
well as an administrative panel. Developed all code and database structures in ColdFusion and MS SQL
2000. The keystone of this application is the coding for a customer-specific pivot table module in SQL.
• Technologies: PHP, MySQL, Apache, Linux (LAMP), Drupal, XHTML, CSS, JavaScript, Prototype,
Script.aculo.us, Contribute, Photoshop, Corel Draw
EDUCATION
University of Wyoming, MS Chemical Engineering, 1993, GPA: 3.6
University of Wyoming, BS Chemical Engineering, 1992, GPA: 3.6
University of Wyoming, BS Molecular Biology, 1990, GPA: 3.6
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John A. Marsh
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