Customer Service Software Engineer

Bruce Gilmore

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

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

City: Round Rock

State: TX

Zip: 78664

Country: USA

Phone: 512-***-****

Skill Level: Management

Salary Range: $40,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Bruce A. Gilmore

602 Centerbrook Place

Round Rock, Texas 78665

512-***-**** (Cell)

*****.*******@**.***

SUMMARY * Highly motivated and results-oriented I.T. professional with excellent technical, analytical, and troubleshooting abilities.

* Outstanding communication, interpersonal, and consulting skills.

* Successful in managing network integration projects, maintaining systems, and providing support to end-users.

* Enthusiastic leader with the ability to mentor, train, and supervise others.

* Strong organizational and planning skills with attention to detail.

EDUCATION ITT TECHNICAL INSTITUTE, Austin, Texas

Associate of Applied Science, Information Technology - Computer Network Systems

Graduated with Honors, September 2007, GPA: 3.77

Coursework Included Network Standards and Protocols, Microsoft Network Operating System I and II, Linux Operating System, Linux System Administration, Windows 2000 Operating System, Network Technology and Service Integration, Network Systems Management, WAN Technology and Application, and Database Development

SPECIAL Computer Network Project for a Retail Store:

PROJECTS * Team Leader: Developed a plan to install a fully switched network; created detailed Visio drawings showing physical location of cable drops; planned the placement of routers, switches, and T1 line; and designed a firewall. Computer Network Integration Project:

* Team Leader: Linked Windows Server 2000 and DNS Server at first location with a network of 15 desktop computers. Linked Linux Server, Apache Server, and DNS Server at a second location with a network of 10 desktop computers. Connected the two operating servers through the internet to provide access to both Linux and Windows users. AUSTIN COMMUNITY COLLEGE, Austin, Texas

Coursework in Computer Science and General Studies TECHNICAL * Servers: Windows Server 2003 Enterprise, Active Directory Server, DNS Server,

SKILLS and SQL Server

* Operating Systems: Linux and Windows

* Languages: Apache, Visual Basic, Visual Basic.net, SQL, RPG II, and C

* Software Applications: Microsoft Office (Word, Excel, PowerPoint, and Access), Microsoft Publisher, and Visio

* Telecommunications: Cisco Routers, Switches, Samba, and Various Wireless and Mobile Networks

Bruce A. Gilmore Page 2

EXPERIENCE

6/2009 9/2010 Harte-Hanks\Microsoft, Pflugerville, Texas

BPOS-D Supervisor, Azure Supervisor Exchange Server 2007 Administration

* Supervise agent personnel including: hiring, monitoring and evaluating performance, and initiating corrective or disciplinary actions

* Track and measure individual and team productivity and quality results

* Drive improvements in overall service levels, transactional efficiencies cost management

* Provide assistance and/or on-the-job training

* Analyze, summarize and/or reviews data; report findings, interprets results and/or make recommendations

* Ensure adherence to company policies

* Manage and motivate call center staff to meet performance goals

* Analyze and verify agent knowledge level

2/2000 9/2008 SELF-EMPLOYED, Round Rock, Texas

Consultant

* Consult with businesses to develop databases and convert files utilizing Access, SQL Server, and Visual Basic.

Major Projects:

* Sleek Corporation: Wrote programs to convert Excel spreadsheets into database formats.

* Mastec Utility Construction Company: Developed a unique interface for Access database to track equipment and fuel usage.

* Horizon Educational Resources, Inc.: Completed development design and coding project for LoanTracker.

* IXAN Design: Set-up computer systems, installed software, and trained users.

6/1998 2/2000 GIRLING HEALTH CARE, Austin, Texas

Software Engineer/Maintenance Programmer

* Maintained Legacy systems (RPG II) to process Medicare/Medicaid claims for primary care physicians and family practitioners.

* Supervised and trained a team of five Programmers.

* Developed interface programs to communicate with new Texas Department of Health systems.

* Planned and led Y2K software conversion project.

* Trained internal users on productivity software and provided technical support.

3/1995 6/1998 ORIGIN SYSTEMS, Austin, Texas

Advanced Software Engineer

* Designed, developed, and tested BugTrax database to log and track bugs for a game company.

* Trained call center and quality assurance staff on new productivity software.

* Designed, developed, and tested Call Trakker to track and resolve customer service issues.

* Gathered customer information through phone system and generated trouble tickets.

* Prepared detailed bi-weekly reports for senior level management.

Bruce A. Gilmore Page 4

AFFILIATION * IEEE Computer Society, Member, 2007-Present

CERTIFICATION * Microsoft MCDST

HONOR * National Technical Honor Society, Life Member, 2006-Present ACTIVITY * ITT Technical Institute Mentoring Program, Mentor and Tutor for new students, 2006-2007

References Available Upon Request

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