Customer Service Project

Korosh Shetabi

Portfolio: www.kshetabi.com Email: ********@*****.***

Phone 210-***-****

Summary of Qualifications

More than 15 years of experience working in team environments to accomplish goals and

meet strict deadlines.

More than 10 years of application support, maintenance and troubleshooting experience.

More than 10 years of Hardware and Software support experience supporting OS/2 and

Windows (NT and XP) environment and supporting PC, Printers, and Voice.

More than 5 years in information architect (IA) and web development experience.

More than 5 years in project management and business improvement experience.

Strong leader and team player with exceptional communication, facilitation and

prioritization skills.

Strong interaction design, creative thinker, requirement management, project

management, detailed oriented, and web standards.

Strong analytical, organizational, negotiation, interpersonal, written and verbal

communication skills.

Knowledge of Web site accessibility and Section 508 requirements (Americans with

Disabilities Act).

Knowledge of Rich Internet Applications (RIA) and Unified Modeling Language (UML).

Communicate effectively with audiences of varying technical aptitudes.

Experience in Water Fall, Agile and Lean Iterative, and Rational Unified Process (RUP).

Able to interact effectively with diverse group members while demonstrating high level of

self-sufficiency and task management.

Successful in meeting new technical challenges and finding solutions to meet the needs

of the customer.

Awards: Customer Service, Teamwork, and Extra Mile.

Professional Experience

The Think Tank (T3), Austin, Texas January 2009 – February 2009

Independent digital marketing and advertising firm that connects individuals and brands.

Information Architect (IA)

Manage projects from requirements definition through development, testing and implementation.

Develop Site Maps, User Flows, Wireframes, and content blue print while keeping customer

needs at the forefront. Provide Quality Assurance (QA) and best practice for client’s web sites.

Accomplishments include:

Rewards Experience: Provide user flows, wireframes, and best practices for the client.

Worked closely with creative director and designer to perform design tasks.

Process Improvements: Provide new ideas for process improvements resulting in

faster response time and cost savings to the company.

Redesign: Performed QA to client’s existing site and provided feedback such as, best

practices, user experience, and accessibility. Worked closely with creative director,

designer, and developers.

United Services Automobile Association, San Antonio, Texas July 1997 - Oct 2008

Fortune 200 company providing insurance, banking and investment services to the United States

military community. $113.5 billion in owned and managed assets.

Information Architect (IA) July 2006 – Oct 2008 (2 years, 4 months)

Manage projects from requirements definition through development, testing and implementation.

Develop IA solutions that meet business goals while keeping user needs at the forefront.

Collaborate with copywriters, marketing, legal, graphic designers, and developers, to design

effective solutions. Create sitemaps, wireframes, and user flow for complex, transactional

websites. Confidently present proposed solutions to a varied audience. Human-computer

interface and usability testing. Participate in full software development lifecycle, including

planning and estimation, change requests, testing, and risk mitigation. Utilized tools such as CSS,

XML, XSD, XSL, Adobe Photoshop, Illustrator, Dreamweaver, and Office Applications such as

Word, Excel, PowerPoint, and VISIO. Experience in Water Fall, Agile and Lean Iterative and

Rational Unified Process. Mentor new Member Experience Architects on interaction design, user

experience and information architecture and user experience (UX) methodologies.

Accomplishments include:

IRA Distributions: (Portal and USAA.com) 11 months patented project allowing

customers withdraw money from their IRA account via Internet using USAA.com for the

first time. Created the site flow (IA) using Visio; Wireframes using PowerPoint; mapped

out detailed specs of all the data elements on the page in Excel. Negotiated and resolved

many complex issues. Performed human-computer interface and usability testing.

Yahoo User Interface (YUI): (Portal) Implementing a new tool for Designer and

Developers to create or update in-house web applications. Worked closely with users,

developers, and offshore teams to perform design tasks and successful implementation

of this tool.

USAA.com Redesign: (USAA.com) Over 5400 web pages. Providing a new look and

feel for USAA.com. Worked effectively with internal and offshore teams to perform

design tasks.

Web Standards improvements and publishing: Contributed to and enforced the

development of company standards and guidelines for web common look and feel.

Created rationale for the design patterns and performed usability testing.

Customer Support Analyst (CSA) Feb 2003 – July 2006 (3 years, 5 months)

Provide analytical, technical, and administrative expertise on workstations and printers. Support

hardware, software, and voice technologies including laptops, desktops, and printers.

Accomplishments include:

Resolved major software issue involving vendor’s based software and company printers.

Redesign of all Executive Management Administrator’s phones for process improvements,

involving 107 phones. Created IA for the existing setup; identified areas with opportunities of

improvements; redesigned the phone routes to meet the requirements.

Worked complex project moves involving 100+ users. Met with customers to gather

information and provide recommendations in course of action.

Member of the disaster recovery team.

Resolving security issues for laptop users involving safeboot.

IT Hardware/Software Support July 1997 – Feb 2003 (5 years, 7 months)

Demonstrated widespread knowledge of hardware equipment and installation including

workstations, laptops and printers. Provided system planning, consultation, software installation,

upgrade and technical support. Served a subject matter expert in resolving technical issues

timely and accurately.

Accomplishments include:

Resolved major printer issues at the bank involving mortgage loans and home equity loans.

Supported the Fountainhead project involving 400 employees. Installing PCs and connecting

to the network and providing hardware/software support.

Planned, coordinated, and implemented upgrades for multiple applications.

Provided hardware support to the bank during the CSA project.

Zanjeer Industries, San Antonio, Texas Aug 2002 – Feb 2006 (3 years, 6

months)

Sole proprietorship business serving New Braunfels and San Antonio area. Freelance Information

Architect and Design. Provide design solutions for small businesses and personal websites. Job

duties include but not limited to design business logos, business cards, brochures, and web

design. Gather requirements, map out the user flow, create wireframes, and develop the web

site.

Accomplishments include:

SW Capitoladvisors: Information Architect/Designer and Technical Support. Created

site flows and wireframes. Created Photoshop comps for the site. Created the site using

Dreamweaver. Utilized tools such as CSS, XML, XSD, XSL, Adobe Photoshop, Illustrator,

Dreamweaver, and Office applications such as Word, Excel, PowerPoint, and VISIO.

SW Capitoladvisors: Provided IT support setting up wireless networks and resolving

Personal Computer (PC) and printer issues such as, troubleshooting hardware/software

problems, retrieving data from a corrupted hard drive.

Rehome Solutions: Information Architect/Designer/Photographer. Gathered

requirements from customer such as, new logo or redesign an existing logo; who is the

customer?; company’s personality; etc. Created the business logo and designed

company’s business cards using Photoshop and Illustrator.

COMSEC Solutions: Information Architect/Designer. Designed company’s business

cards and logo using Adobe Photoshop and Illustrator.

Technical Skills

Beginner Academic knowledge of C, Visual Basic 6.0, Java, Java Script, COBOL, SQL, and

PowerBuilder.

Intermediate Dreamweaver, MS Project, Access, Fireworks, Flash, Illustrator, CSS, XML, XSD,

XSL, HTML, and XHTML.

Proficient Adobe Photoshop, Office applications such as, Excel, Word, PowerPoint, and

VISIO.

Education

University of Phoenix

Masters of Science in Computer Information Systems, GPA 3.73

University of Texas at San Antonio, San Antonio TX

Bachelor of Business Administration, Information Systems concentration, GPA 3.0

Certifications: A+, Server+, HP/Compaq (Desktop and Printers), IBM (Desktop and

Servers), and Dell (Desktop).

Contact this candidate