Customer Software

KENNETH SKORKA *********@*******.***

* ***** ******** **** ** ( Little Falls, NJ 07424 Tel: 973 785

**** ( Cell: 201-***-****

SUMMARY

Technical support professional with an extensive background in software,

hardware and end user support backed by experience in software development,

systems architecture and management, and Web development. Strong problem

solving skills coupled with superior people skills and a keen ability to

positively manage the customer experience. Accomplished in root cause and

trend analysis, product improvement, product and process documentation.

Adapts to changing organizational needs, enthusiastically acquiring and

implementing new technologies.

TECHNICAL SKILLS

OS : Windows 95/98/2000/XP/Vista

Languages : HTML, XHTML, CSS, Javascript, VBA, SQL, Excel Macro Programming,

Java, JSP, ActionScript, InstallScript

Databases : DB2

Tools : Flash, Dreamweaver, InstallShield, Websphere, IBM RAD 6.0

Application Photoshop, Ghost, IBM Director, IBM Remote Deployment Manager,

s : Microsoft Office 2002/2003/2007, Microsoft Outlook, Lotus Notes

Technologie LAN, TCP/IP, DNS, DHCP, SMTP, POP, Wireless, Ajax

s :

PROFESSIONAL EXPERIENCE

IBM Corporation 1983 - 2009

Advisory Applications Programmer/Learning Consultant, Palisades, NY (2006

- 2009)

Provided primary desk side hardware and software support for site staff.

Designed and developed reporting features for an instructional quality

survey process. Designed, developed and delivered corporate technical

education for the IBM Executive Business Institute's Professional

Productivity series.

Provided primary desk side hardware, software and network support for site

staff, including image rebuilds, system transfers and deployment/Ghosting of

new systems.

Provided level 1 support, via telephone and e-mail, for a dozen distance

learning software products, averaging over 100 customer calls each year.

Introduced desktop sharing tools to improve telephone support.

Maintained the IBM Executive Business Institute's customer and internal Web

sites.

Designed and delivered full-day internal technical education and programming

classes to over 700 students annually, generating over $1 million in

internal revenue.

Annually exceeded corporate instruction satisfaction criteria and learning

gain criteria.

Regularly called on to handle sensitive situations and work with high

profile executive guests.

Senior Systems Architect / Senior Technical Services Professional,

Palisades, NY (2003 - 2006)

Planned, managed and maintained the installation of personal computers in

each of the IBM Executive Conference Center's 206 hotel rooms.

Developed a systems management solution for reimaging/Ghosting each guest

room PC after guest checkout. The resultant system performed over 15,000

automatic system rebuilds each year.

Developed Web applications running under Websphere that used JSP technology

to report on guest room PC status, present site information and alerts to

guests, and customize a guest's home page based on that guest's affiliation

with a specific group.

Developed and delivered guest room system training and/or documentation to

site staff, guests and site advertising developers.

Achieved guest room system satisfaction ratings of 93% and higher

Lead, Client IT Services / Senior Technical Services Professional,

Palisades, NY (2002 - 2003)

Managed customer help desk for the IBM Executive Conference Center that

hosted, on average, 1600 visiting guests each week.

Instituted Experience Engineering based practices for improving technical

help desk support.

Raised the site survey's help desk excellence score (top box) by 8% by

instituting improved customer relation and problem hand-off practices.

Reduced help desk call volume by studying call trends and creating targeted

customer documentation, process repair and staff training.

Developed documentation to heighten guest awareness of site offerings and

technology.

Innovatively delivered site technical information to visitors via guest

hotel room television channels and in classrooms as "enjoy the show" style

trailers, resulting in an appreciable decline in help desk calls.

Organized and developed material for staff training sessions centered on

Experience Engineering principals.

Lead Technical Customer Support Professional, Palisades, NY (2000 - 2002)

Designed, scripted and delivered IBM product demonstrations at customer

briefings.

Built working prototypes of each demonstrated product. Product knowledge was

achieved through the study, installation and configuration of each product.

Communicated closely with members of the customer briefing team to design

product demonstrations that seamlessly integrated with their briefing

narratives.

Achieved recognition for presentation strengths leading to customer

demonstrations outside of area of assigned responsibility, including IBM's

annual stockholder meeting.

Staff Application Programmer, Palisades, NY (1997 - 1999)

Responsible for gathering user requirements and implementing changes to a

Microsoft FoxPro based conference center guest survey process.

Improved efficiency and report generation turn-around time by transforming a

customer survey process that used manual data entry to one that used machine

read mark sense forms.

Redesigned reports to better suit end user requirements.

Improved overall system acceptance through close communication with end

users.

Held additional positions prior to 1999 at IBM as a software product

developer and designer on multiple releases of a product used for

installing and maintaining large system software. Responsibilities ranged

from writing initial and functional level designs through code development,

phase reviews, code maintenance and the creation of customer-ready product

documentation.

EDUCATION / TRAINING

BS in Psychology, Rutgers University, New Brunswick, NJ

Sun Certified Java Programmer (SCJP) J2SE 1.6

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