Customer Service Quality Assurance

Ryan C. Winter

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**** *** ***. ****, ** ***** (507) 828 - 4961 ****.*.******@*****.***

OBJECTIVE To pursue a career that allows me to conquer crisis with creativity and attention

to detail. To share my passion and understanding of technology and its

application with those around me, as well as embrace new technologies and

processes.

Bachelors of Science – Computer Information Systems

EDUCATION

Minor: Graphic Design

Morningside College, Sioux City, Iowa

Graduated: May 2008

A well rounded education from a liberal arts school. Focused studies

included: Web Development, Application Programming, Software

Development Cycle, Computer Operating Systems, Computer Graphics,

Database Theory and Design, and Artificial Intelligence. Graphic Design

education included 2D design and its role in marketing and advertising

products and service.

RELEVANT Planned, designed, developed and maintain LyricMaster

(http://addons.songbirdnest.com/addon/1230) Songbird Add-on.

EXPERIENCE

Invested time to learn XUL and better understand JavaScript to be able

to incorporate those languages more efficiently into the add-on.

LyricMaster lets user save lyrics back to the file, edit them via the

metadata editor, style/theme the panel to match Songbirds current skin,

and LyricMaster will search 2 different internet lyrics collections for the

lyrics of the current playing song. Currently LyricMaster is rapidly

nearing 100,000 downloads and has a 4/5 star rating with 60 users

rating the add-on.

Planned, designed, and developed an application to organize stored

communications between agents and customers for training and

marketing purposes. No database applications were available for me to

use so taught myself VBScript and created forms to extend Microsoft

Excel to handle this. Later I converted this to a PHP/MySQL application

to remove the library dependencies of the spreadsheet.

Planned, designed, and developed a PHP/MySQL In-Out calendar

allowing managers to add messages, a number to be contacted at when

out, and who to call in their absence. Added password security so users

could sign in and update when they would be out, with an admin account

that could also mark people as being out. A public viewing page was

created so the entire department could view this informatio n. It would

also let you sort by date and department so a user could easily view the

information important to them.

Planned, designed, and developed an application to merge

spreadsheets into a PHP/MySQL application. This allowed users to

reference all the information more efficiently. W ith features of being able

to ping the remote location and restart their print server from the page, it

has become one of the most used applications by the department.

Modified and maintained many applications and websites that used

PHP, Perl, ASP, MySQL, JavaScript, CSS, and HTML. W orked with

customers to gather their wants and needs to be able to implement them

into their website. Advised the customer in making decisions of the best

way to market their products or service on the web.

Provided technical support for many different applications for both on -

site and remote users. Mentored other analysts to help them provide

first call resolutions to the customer.

WORK The Schwan Food Company

HISTORY February 2004 - Present Marshall, Minnesota

Help Desk Coordinator II (September 2005 - Present)

Provide phone technical support for office, plant, field, and mobile users.

Supported hand-held Windows CE devices, terminals, printers, desktops and

laptops running many different configurations and applications. Helped to

identify trends and suggest cost conscious resolutions.

Quality Assurance Specialist (November 2004 - September 2005)

Listened to incoming and outgoing calls that other agents were handling, giving

them advice what they could do to improve. I developed the Intranet site that

was used mainly for organizing their knowledge management.

Sales-Service Specialist (February 2004 - November 2004)

Took inbound customer service calls, helping customers resolve their issues with

products and service, all while attempting to convert every call into a sales

opportunity. Developed a website to get other agents excited and interested in

competing to attend the department awards ceremony for top performers .

Starpoint Communications

February 2005 – December 2006 Marshall, Minnesota

Web Design, Development and Technical Support

Sketched out website plans to meet the customer's wants and needs. Develop

them into functioning websites. Gave general technical support helping users

get connected and configured through dial up and wireless connections.

SKILLS Programming: PHP, PERL, Python, HTML, XML, C++, JavaScript, CSS,

MySQL, VBScript

Operating Systems: Linux, Windows, OSX

Applications: Microsoft Office, Open Office, VNC, VPN

Design: Photoshop, Gimp, Freehand, Illustrator, InDesign, Encore DVD.

REFERENCES Portfolio and References available on request.

Ryan C. Winter - Page 2

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