Customer Service Quality Assurance

FFP.O. BOX ***** WASHINGTON, DC ***** PHONE 703-***-**** ************@*****.***

RICHARD I. EMBDEN

INFORMATION TECHNOLOGY CONSULTANT

Creative problem solving skills and expertise in information technology solutions. Results oriented

computer programmer with extensive experience in all stages of design, coding, testing, training

and technical support on Windows and Unix based systems. Demonstrated ability in graphic

design/typesetting and development of print and on-line help documentation/user manuals. Keen

insight into web technology with substantial experience in database driven applications.

TECHNICAL SKILLS

Visual Basic, VBA, Unix Shell Scripting, Crystal Reports, SQL

Microsoft Excel/Word Automation, Access Database Design, MapPoint

Graphic/Web Design Adobe Photoshop, Illustrator, CorelDraw

Layout/Typesetting Adobe PageMaker, FrameMaker

CERTIFICATIONS

Technical Trainer CTT+ (CompTIA)

Microsoft Office Specialist Excel Expert, Word Expert, Access, PowerPoint (Certiport)

Internet and Computing IC3 (Certiport)

EXPERIENCE

Content Communications/Ejaad Telecom Database Coordinator June 2006- Present

Maintained construction scheduling and purchase order databases.

Managed construction project scheduling using Microsoft Project with Access and Crystal Reports

Professional to relay progress of 120 sites in various phases of leasing, zoning, permitting and

construction in the upgrade of existing IDEN sites to CDMA.

The Answer Group Technical Support Engineer March 2006 May 2006

Provided excellent customer service and technical support for BellSouth Business DSL customers.

Configured customers networking equipment, including computers, routers and modems. Maintained

high level of customer satisfaction working with frustrated individuals experiencing technical

difficulties.

Outcomes Management Group Technical Consultant March 2002-November 2002

Developed CCAT (Consolidated Culturalogical Assessment Tool) to assess the cultural sensitivity of

mgmt. and staff in Ohio s mental health systems. Designed database/data entry forms using Microsoft

Access. Reports were designed to query Access database and return results into Excel Spreadsheets

with Visual Basic for Applications (VBA) used to calculate the assessment results. Results were

output to Crystal Reports Professional with Microsoft Project used for management of Project.

Modis. Technical Consultant May 1996- March 2001

Ashland Chemical Inc., Distribution Support Group Sales Force Automation Project Tier II

Helpdesk and system debugging involving, troubleshooting data integrity and communications issues

between PC, AS/400, NT Server and mainframe applications written in Visual Basic, Access, VBA,

Cobol and SQL.

AT&T - Developed BankOne Service Level Agreement (SLA) reporting system to track critical

network outages and Vendor performance. Worked with Network Managers and service providers to

document root cause of voice and data network outages and future preventive action plans.

Developed automated reporting system using Visual Basic, Access, Visual FoxPro, Hummingbird

Basic, Excel VBA and Word VBA. Mainframe data was screen scraped and transferred to reporting

system running on NT Server.

Lucent Technologies - Determined testing strategy and implemented verification plans for the AT&T

Network databases. Designed test plans, wrote test scenarios and automated tests using Unix Shell

scripting. Coordinated verification efforts with development and verification team to design testing

plan, for software written in C and C++ running in Unix environment. Responsibility included

setting up laboratory test simulations of network interactions between 4ESS/5ESS switches and

network database applications. Provided software quality assurance functions

Braun Simmons October 1995- April 1996

Technical Consultant

Key Bank - Developed Visual Basic mortgage and consumer loan calculators for home-banking

Key Bank - Developed online help system for home-banking software using RoboHelp.

Cap Gemini. April 1995 September 1995

Technical Consultant

Sterling Software - Developed customer service reporting system. Front-end development in Vision

Data (Sterling Proprietary) application. The reporting system used Sybase Transact SQL.

Ross Labs - Developed data entry and publishing system for product pricing. Project involved Visual

Basic front end with Access database. Crystal Reports Professional was used for publishing.

White's Information Systems/KPMG Peat Marwick/IntegraSys Corp September 1993-March 1995

Technical Consultant/Instructor/Graphic Designer

Trained and provided technical support for over 150 staff in use of statewide computer network.

Implemented statewide automated job matching system in 5 Bureau offices (Ohio Job Net).

Developed statewide LAN based data entry system translating COBOL into FoxPro.

Multimedia user-Interface design in PhotoShop for statewide network of kiosks (Ohio Job Net).

211 First Call for Help Helpline Counselor September 2005 February 2006

Provided crisis intervention counseling, information and referral to resources and services within

Broward County. Offered confidential empathetic, non-judgmental listening support to individuals

experiencing personal crises, emotional, or mental health problems.

Oakwood Adventist Academy History & Computer Teacher February 2004 May 2004

Interim Teacher- History, Economics and Computer Applications. Conducted classes for 9-12 grade

students in American History, Economics and Microsoft Word, Excel and Powerpoint.

Columbus Urban League Information Technology Instructor September 2001- June 2003

Conducted Microsoft Office training courses. Prepared students for Microsoft Office certification

exams in Word, Excel, and PowerPoint. Responsible for setup and administration of testing system.

Conducted training courses in computing fundamentals, computer assembly and operation including

Microsoft Office 2000. Provided job placement assistance to young adults.

EDUCATION

University of the State of New York Andrews University

Albany, New York; Berrien Springs, MI

B.S., 1986 32 hours Masters coursework in Education

Contact this candidate