Customer Service Software

Jonathan D. Coleman

Summary of Qualifications:

. Completing a Bachelors degree in Computer Science, fourteen years of

progressive Technology experience that displays a high level of

professionalism while providing exceptional Client / Customer Service,

Technical Support and Training.

. Personnel Strengths include maintaining patience to overcome obstacles,

flexibility to adapt to change as necessary, perseverance in completing

tasks, integrity and sincerity, common sense to use good judgment, and

ability problem-solve to seek solutions while supporting users, business

critical operating systems, applications, and hardware.

Skills

Print Production-

Magazine production, publishing workflow consultant

Hardware support-

(PC and Mac desktops and laptops, Mac OS X-Serve, Blackberry, Palm Treo,

and Palm handheld computers)

Applications supported-

Adobe Acrobat Adobe Bridge Adobe Indesign Adobe Illustrator

Adobe Photoshop Microsoft Access Microsoft Word Microsoft PowerPoint

Microsoft Excel Microsoft Outlook Microsoft Entourage

QuarkXpress

Font-management software Filemaker Cumulus Retrospect backup

Asset management software iLife Suite Proscript server VPN

Workstation firewall/antivirus Novell Groupwise

Education

Bachelor of Science degree in Computer Science ? University of Alabama at

Birmingham (2003 - present)

Career Experience

Samford University, Birmingham, Alabama August 2008 - November 2009

Database Administrator / Support Specialist

. Managed and supported recruitment database and end-users.

. Create queries, and reports for data from databases.

. Developed online admissions application used for capturing student

personal data and campus tour events.

. Developed e-payment system for capturing fee payment for admission

application and campus tour events.

. Developed accounting system for e-payment for reporting and proofing

purposes.

. Developed system for exporting/importing student application information

from online application into recruitment database.

. Prepare (clean and transform) data for prospective students, originating

from various vendors for import into recruitment database.

. Support of desktops, laptops, printers, scanners and business

applications.

. Form design and development (PDF).

Time Warner, Inc. / Southern Progress, Birmingham, AL August 2008 -

December 1999

Support Specialist (Helpdesk, Technician, Trainer and Desktop Engineer)

. Responded to, evaluated, and prioritized incoming phone and email

requests for technical assistance from users experiencing problems with

hardware, software, network issues, password management, and other

computer-related issues involving web, email, design application

technologies.

. Provided prompt, accurate, and respectful support to users, employing

high degree of customer-service skills and technical expertise while

ensuring customer satisfaction.

. Applied troubleshooting techniques to resolve and verify solutions.

. Resolved application issues with software vendors that either were not

well documented for resolution or were too new to be identified or

documented. Evaluated technical crisis and workflow malfunctions and

provide solutions and/or improve workflows.

. Trained magazine staffs, comprised of over 650 persons, in new operating

systems, applications and workflows.

. Configured and deployed desktop and laptop systems during a major

equipment replacement year.

. Installed and maintained hardware and software. Included maintaining the

integrity of user account data for the purpose of data transfers before

or during operating system/application installation or upgrades and

updating user database that tracked unique identifiers of hardware and

software.

. Resolved network connectivity issues, internally and externally,

including VPN client software.

. Managed and of postscript imaging server supported users.

. Logged support requests into Rampage problem-tracking database.

Production and Color Quality Manager

. Manage the development process of assets through internal and external

processes to produce magazine.

. Manage image assets and overall color quality of magazine.

. Coordinate communication between staff to achieve time-dated goal of

producing a successful issue.

. Communicate dynamically with vendors working on files in parallel to

magazine process to ensure that all assets merge together at the end of

production cycle.

. Developed production workflow and tools that saved production time and

wages.

Quality Press, Birmingham, Alabama February 1993-December 1999

Digital Prepress Technician / Support Specialist

. Serviced and maintained small local network comprised of Macintosh and

Windows workstations.

. Supported applications, RIP workflow workstations, proofing systems,

image-processing unit and related systems.

. Developed and documented workflows in order to increase efficiency and

throughput.

. Provided prompt, accurate, and respectful support to clients, employing a

high degree of customer-service skill and technical expertise while

ensuring customer satisfaction.

. Created, manipulated, altered, et al. images through Photoshop.

. Created, manipulated and altered digital artwork through Illustrator and

Freehand.

. Developed creative solutions to resolve design errors to achieve customer

intended effects for finished product.

. Communicated between departments and customers to maintain a high level

of continuity.

. Maintained knowledge of current industry applications and workflows and

updated department knowledgebase.

. Preflight new jobs for the purpose of finding costly technical errors

before it occurred.

. Maintained and ordered necessary supplies for department.

Craftsman Printing, Birmingham, Alabama February 1988 - February 1993

Prepress Technician

. Communicated and coordinated with customer service representatives,

clients, and other departments.

. Converted art boards, line art, photographs converted to film by camera.

. Analog imaging by way of composition for working jobs through media such

as film and photosensitive plates.

. Page-layout, manual imposition of signature folios.

. Converted from analog workflow to digital workflow of page-layout, photo

imaging and alteration.

Jonathan D. Coleman

Phone: 205-***-****

Email: ***.*******@****.***

Linked In Profile: http://www.linkedin.com/in/jonathancoleman

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