Customer Service Management

OBJECTIVE:

To secure a position involving the deployment of information systems and

their usage in realizing value in business processes. To contribute and to

learn as well.

SUMMARY OF QUALIFICATIONS:

. Systems Analysis and Implementation

. Business Continuity and Disaster Recovery

. Open Source Alternatives

EXPERIENCE:

May 2008 - Current National Provider Support Services

Support and Implementation Specialist

. Developed initial structure for a business

implementation/balanced scorecard addon for the

company's software offering

. Established support infrastructure for product offering

. Developed training materials and documentation for

support website and performed training sessions for new

clients

. Implemented healthcare software solution at clients and

partners

. Performed front-line support for practice management

software and electronic medical billing submissions

. Operated an insurance clearinghouse for handling claims

Aug 2008 - May 2009 The University of Arizona - Management Information

Systems Department

Aug 2006 - May 2007 Graduate Lab Administrator, Hoffman E-Commerce Lab

(08/08 - 05/09)

Undergraduate Lab Administrator, Hoffman E-Commerce Lab (08/06 -

05/07)

. Performed general lab maintenance, backups, security,

etc.

. Maintained over 20 servers, both Windows and Unix

(primarily Ubuntu Server and Red Hat Enterprise 9)

. Supervised the usage of over fifty general use personal

computers, including software installation and assisting

students.

. Administrated distribution of software to students in

cooperation with corporate partners

. Researched and developed a business impact analysis for

the business college's IT infrastructure

Feb 2008 - May 2008 WasteGrid, Inc.

Web Designer Lead

. Provided new website designs for potential startup

company consulting with Microsoft

. Served as project lead/point of contact for a team of

three and collaborate with client to develop a website

in line with an estimated $2 billion market

. Consulted on business processes in relations to user

interaction with website

Jun 2007 - Feb 2008 CompUSA

Sr. Retail Sales Representative

. Responsible for achieving up to $6,500 in daily sales

and $450 daily in CompUSA extended services.

. Provided customer service and educate customers on

available technology.

. Researched and presented solutions to suit customer

needs through referencing of various resources.

Jan 2004 - Aug 2006 The University of Arizona Student Unions

Teller, Meal Plan Office

. Managed the financial status and account details

students with a meal plan account

. Performed various customer service functions, including

dispute resolution and error correction

. Handled over $3,000 daily

. Educated potential customers to the Meal Plan system

through marketing and student events

EDUCATION:

UNIVERSITY OF ARIZONA, Tucson, AZ

Eller College of Management

Master of Science - Management Information Systems, May

2009

UNIVERSITY OF ARIZONA, Tucson, AZ

Eller College of Management

Bachelor of Science - Management Information

Systems/Operations Management, May 2007

SKILLS:

TECHNICAL:

. Concepts: business intelligence, enterprise relationship

planning, customer relationship management, open source

software, management of information security, SQL,

virtualization, content management systems, software

development life cycle

. Applications: Microstrategy 8, Microstrategy 9 Reporting

Suite, MS Office, MS Visio, MS Project, SSH Secure

Shell, PuTTY, Adobe Dreamweaver CS4, Adobe Photoshop

CS4, MS SQL Server 2005/2008, Drupal, Joomla, Windows

Server 2003/2008, Windows XP/Vista/7

. In Progress: C#, XML, MS SharePoint 07, MS Exchange 07

CERTIFICATIONS:

. CNSS 4011: Information Systems Security Professionals

. CNSS 4012: Senior Systems Manager

. CNSS 4016: Risk Analyst

ADDITIONAL

. Fluent in German

. Conversational in Japanese

Contact this candidate