Customer Service Quality Control

Joseph D. Wagner

***** ** **** ** *** ***

Vancouver, WA 98684-5111 Phone: 360-***-****

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

Objective To help people meet their computing needs by designing, maintaining, and coding

the most reliable and secure programs feasible and training them to use it.

Computer

Skills Languages:

ASP, ADO, C/C++, C#, COBOL, HTML, JavaScript, Java, Java Servlets, JSP, JDBC, .NET

Framework, SQL, Visual Basic

Operating Systems:

Microsoft Windows 95, NT, 98, 2000, ME, XP, Vista, 7;

Red Hat Linux & Fedora

Applications:

CSG: ACSR; CCS through Rumba; Macros through Attachmate Extra!; Vantage through CA Forest

& Trees and Toad for Data Analysts.

GNU: awk; gcc; sed.

ICOMS: J Walk Windows Client.

Microsoft: Office 97-2010; SQL Server 2000-2008; Visual Studio 97-2010.

MySQL: MySQL Server.

Oracle: NetBeans IDE; Oracle Client.Experience

June 2006PresentCharter Communications

Vancouver, WA

Business Reporting Developer* I transform data with the aim of extracting useful

information and facilitating conclusions. My tasks include:

SQL Queries: I write SQL queries to pull data based upon a comprehensive set of business

requirements. Examples include reports for:

Marketing to ensure compliance with FCC notification requirements; to identify groups

of customers who can be targeted for additional/upgraded services.

Engineering to pinpoint customer location and service demand within the network; to aid

in inventory cleanup.

Finance to detect revenue assurance issues; to quantify losses due to discounts.

Quality Control to audit orders entered by customer service representatives; to verify

new houses built by the serviceability group.

Macros: I write Windows PowerShell scripts & DOS batch files in order to automate

processes. Previously, I also wrote Visual Basic macros to automate mass changes using

Attachmate Extra.

Reporting Server**: I designed, implemented, and supported a Microsoft SQL Server for

enterprise and local reporting. This included SSIS ETL, user-defined functions & stored

procedures, tables, SQL queries, and SSRS reports. During initial launch, I also aided in

security and server configuration. Regular users utilized SSRS to generate their own

reports from user-entered parameters. Power users could query the back-end directly.

Reports in SSRS included commissions, sales, homes passed & penetration, street sheets,

and technical operations metrics.

* In Apr. 2011, my title was realigned to better reflect my duties. My previous title was

Billing Application Analyst. ** This was part of my duties between Feb. 2008 and Apr.

2012.

Experience

(cont.) In Feb. 2008, my department was reorganized. Previously, my duties included those

below. After the reorganization, they were dropped in order to focus on reporting and

automation.

Project Management: I led and executed a number of projects from inception to completion,

which included defining the scope, developing a step-by-step plan, executing the plan, and

communicating & coordinating with other departments as necessary. Projects I managed

included data cleanup, data reconciliation, quality control, and revenue assurance.

Case-Based Support: I provided troubleshooting and support on a case-by-case basis for

personnel having difficulty operating the any of the CSG software. Personnel I supported

included customer service representatives, leads, & supervisors; dispatchers; field,

warehouse, & headed technicians; front-counter representatives; and local office managers.

Billing System Configuration: From time-to-time, I was tasked with changing configuration

parameters, including service codes, rates, packages, discounts, taxes, prerequisites rule

sets, provisioning of addressable services & equipment, and securities. Examples include

projects where I increased rates, launched new equipment, and launched new services.

Aug. 2004May 2006Charter Communications

Fond Du Lac, WI

High Speed Data Specialist I served customers by troubleshooting problems with their

high speed Internet connection, which included no connectivity, slow speeds, an inability

to access email, and password resets. I also provided product and service information

relating to high speed Internet access and other new product lines, and I solicited orders

for new products and services.

Oct. 2003Aug. 2004OfficeMax

Sheboygan, WI

Sales Associate I helped customers find and choose the products that met their needs.

Sept. 1999Aug. 2002Lakeland College

Sheboygan, WI

Technical Assistant I supervised the computer labs and helped people diagnose and solve

computer problems. Occasionally, I assisted the Information Technology department in

deploying system updates.

Education Sept. 1999Aug. 2002

Lakeland College

Sheboygan, WI

Graduated with a Bachelor of Arts (4 year) Degree in Computer Science. References

Professional References

Personal Reference

Alex Minster

IA Analyst

HP

Aaron Van Gieson

Operations and Analytics Manager

Micron Technology

Lori Bryan

Billing Application Analyst

Charter Communications

Salary Negotiable Certification CompTIA A+ Certified

Contact this candidate