Customer Service Quality Assurance

Roryon Davis

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

Address: **** ****** **

City: New Carrollton

State: MD

Zip: 20784

Country: USA

Phone: 301-***-****

Skill Level: Experienced

Salary Range: $70,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

RORY D. DAVIS, M.S.

8351 Verona Drive, New Carrollton, MD 20784

301-***-**** ~ *********@********.***

Experienced, meticulous and self-motivated professional seeks to work as a Technical Writer or Business Analyst where academic proficiency and work history are leveraged to help achieve the organization's goals.

SUMMARY OF QUALIFICATIONS

Information Technology professional with over seven years of experience including call center/desktop support, and technical writing. Proficient in written and verbal communications along with proven experience in documentation and reporting. Excellent computer technology skills include Microsoft Office suite, database technologies, Internet technologies, structured programming, analyzing and solving complex problems. Committed to delivering quality service in an efficient and timely manner.

Consistently recognized for proficiency in written and oral communications.

Superb ability to collaborate with inter-disciplinary groups.

Excellent project management, leadership, supervision, customer service, and training/mentoring skills.

Work well individually and in team-oriented environments.

Great enthusiasm for new challenges. High energy level and a strong work ethic.

SELECTED CAREER ACCOMPLISHMENTS

* Received award for providing excellent customer service (Helpdesk) while supporting over 100 information systems and 14,000 users.

* Spearheaded effort to redesign web help system that improved its helpfulness by allowing users to arrive at selected help documents within three mouse clicks.

TECHNICAL SKILLS

Software General: Microsoft Office Suite, Microsoft Visio, Microsoft Visual Studio, Microsoft Visual SourceSafe, Adobe Acrobat Pro 9, Rational Enterprise Suite, Aelita Enterprise Directory, Peregrine Service Center, Internet Explorer, and Model 204 Database Management System

Languages: HTML and CSS

Operating Systems: Microsoft Windows XP/Vista/7

EDUCATION

GEORGIA SOUTHERN UNIVERSITY, Statesboro, GA

Master of Business Administration, candidate at Georgia WebMBA program, scheduled completion: August 2014

UNIVERSITY OF MARYLAND UNIVERSITY COLLEGE, Adelphi, MD

Master of Science in Financial Management and Information Systems (G.P.A.: 3.6/4.0), 2011

UNIVERSITY OF MARYLAND, College Park, MD

Bachelor of Arts in Economics, 2000

RORY D. DAVIS, M.S. Page 2 of 3

PROFESSIONAL EXPERIENCE

AMDEX, Silver Spring, MD 2012 - Present

Web Documentation Specialist

* Audited online documentation and web pages to ensure it complied with federal law governing accessibility of electronic and information technology

* Generated monthly reports to determine the accessibility compliance rates for web pages across the department.

* Recommended design changes for online documentation and web pages that did not meet compliance standards.

CASA DC, Washington, DC 2011 - Present

Mentor

* Assessed the needs of mentees; Developed plan to improve their academics and social skills.

* Supported mentees' family in acquiring a permanent residency outside of a homeless shelter; Resulted in marked improvement in mentees self-esteem and attitudes.

* Produced detailed written monthly reports summarizing my interaction with the mentees; Delivered effective voluntary verbal reports to case workers that greatly improved their service to their clients.

* Designed recreational mentee activities and created vocational discovery activities.

CITI, Arlington, VA 2008 - 2009

Technical Writer/Analyst

* Maintained records and files of work and revisions in ClearQuest, ClearCase, and other version control technologies. Also, managed and improved the status reporting process.

* Edited, restructured and improved specifications and design documents according to industry standards. This significantly improved turnaround time of deliverables through the quality assurance process.

* Gathered detailed customer data on information systems requirements then recommended software product designs during all stages of the software development life cycle.

AVINEON, INC., Alexandria, VA 2007 - 2008

Technical Writer/Technical Support

* Analyzed technical data; wrote and edited documentation for user's manuals, system design and use case documents, requirements traceability matrices; and version description documents for 16+ database systems.

* Provided technical support for Microsoft Access Support (MAS) project and MAS customers nationwide.

* Determined scope and timeline of new documentation projects and their affect on larger project plans.

* Trained less experienced personnel and collaborated with clients, analysts, engineers, and developers.

KEANE FEDERAL SYSTEMS, INC., McLean, VA 2005 - 2007

Documentation Specialist

* Wrote, edited, or revised technical documentation for the DEA Software Development Life Cycle (over 23 mainframe systems and web applications).

* Co-designed the Web MSQ/NDPIX Help systems that made them more efficient, responsive, and user-friendly. The initial prototype for the system used HTML, CSS and JavaScript.

* Ensured the integrity of web-enabled mainframes systems by planning test strategies, developing and executing test scripts, and reporting software defects to senior programmers and managers.

MCDONALD BRADLEY, INC., McLean, VA 2003 - 2005

Helpdesk Specialist

* Managed approximately 14,000 user accounts in Windows/Mainframe environments. Supported over 100 systems in a mixed Windows environment (95/NT/2000/XP). Trained staff when needed.

* Recognized by the client's Assistant Deputy Administrator for Information Systems as a valued team player whose efforts and dedication contributed in the Help Desk acquiring the CMMI Level 3 designation. Trained employees and clients for systems and technologies used in the workplace.

RORY D. DAVIS, M.S. Page 3 of 3

SCIENCE APPLICATIONS INTERNATIONAL CORP., Vienna, VA 2002 - 2003

Software Engineer

* Implemented processes and automation to enhance speed and quality of product deliveries.

* Eliminated and effectively tracked/reported all GUI software defects. Coordinated system integration/configuration management efforts which allowed for smoother system builds in the test environment.

U.S. SECURITIES AND EXCHANGE COMMISSION, Washington, D.C. 2000 - 2002

Computer Assistant

* Designed/maintained a proficient, effective computer asset inventory database for 300+ users.

* Developed the first Intranet webpage for the division. Provided technical assistance to Webmaster. Prepared documents for on-line publication by coding them in HTML.

MILITARY SERVICE

U.S. Air Force Reserve, Camp Springs, MD 1999 - 2007

Aeromedical Service Technician

* Served honorably by providing patient care to uniformed personnel.

VOLUNTEER EXPERIENCE

Zion Church, Largo, MD 2006 - Present

Life Group Leader/Adult Volunteer

* Coordinated the production of 4 major events, duties included sound production, set-up/tear down, and other duties as assigned; Ensured safety of at least 300 students per event.

* Built relationships of trust, counseled students, and provided practical advice for diverse set issues that teens and young adults may encounter.

* Organized recreational activities, provided students community service hours for students, and participated in fundraisers.

* Provided resources for parents and students to ensure they reach their respective goals.

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