Quality Assurance C
Resume:
Joshua Vieira **** W *** N, Unit **** St. George, UT 84770
abqgkr@r.postjobfree.com
Objective: Dedicated professional w ith y ears of experience w ith help desk, technical s upport, w eb programming,
productivity enhancement, and c ustomer r elations s eeking new and exciting opportunities to use my
talents and explore grow th in the industry.
Specialize i n HTML, CSS, PHP, a nd MySQL.
Skills:
Familiar with MS Access, JQuery, & CMS plus
Adobe Flash, Acrobat, Photoshop, a nd Dreamweaver.
Expert i n Windows a nd Familiar with Linux & Mac OSX
Proficient with PC Computer Hardware a nd Peripherals.
Highly Efficient a t Troubleshooting Software, Connectivity, a nd Hardware.
Skilled i n Microsoft Office, Excel Visual Basic, & JavaScript.
Excels i n s upporting Customers & Personnel via Phone, Live Chat, a nd I n-Person.
Possess a s trong ability to multitask i n a fast-paced environment, while
maintaining a n emphasis on prioritization a nd quality.
Experience: Title Managers, inc. St. George, UT
Information Technology / Development 06/2011 to 02/2012
Installed and maintained all c ompany c omputer w orkstations.
Executed daily operations of c ritical daily data, f ile execution, maintenance, and backups.
Maintained busy help desk assisting a total of 7 offices in UT and NV.
Wrote, designed and produced proprietary in-house s oftw are applications using MS
A ccess, V isual Basic 6, PHP & MySQL
A pplications included the monitoring of data on 3rd party w ebsites behind a proprietary
login to get c ritical information on an automated basis, increasing lead time on pending
issues, allow ing the c ompany to potentially f ix issues before c lients even know they exist.
iWorks, inc. St. George, UT
End User Support / Web Programming 07/2005 to 12/2010
Designed, implemented, and delivered PHP & MySQL databases f or personnel, merchant
information, trouble logs, c hargebacks, time off tracking s ystem, and other uses based on
proprietary s oftw are programs as r equired.
Served as liaison f or the c ustomer s ervice and f inance departments to IT, including the
translation and c ommunication of their needs to IT and management.
Instrumental in the s etup and maintenance of c ompany's c ustomer-facing email, 3
generations of live c hat s oftw are w ith associated s tandardized text r esponse databases,
FAQs, and c ontact f orms w hich decreased incoming c all v olume by 22%.
Setup and maintained expansive Joomla CMS to c atalog c ompany product lines c ross-linked
to c ustom PHP back end.
Review ed and tested s oftw are programs, documents and databases, c orrected errors and
made necessary modifications as needed and directed.
Provided s upport to c ustomers and personnel v ia phone, live c hat, and in-person.
Managed and motivated a s mall team of live c hat agents.
Joshua V ieira Page 2
SITEL Corporation Las Vegas, NV
Team M anager 5/2004 to 10/2004
Supervised and motivated teams of 15-21 technical s upport personnel, s cheduled w ork
hours, r esolved interdepartmental c onflicts, determined s alaries.
Executed daily operations of r eporting, quality assurance, and c ontinued training of team
members on new processes.
Provided direction and assistance to up to 60 non-team agents on the c all c enter f loor at
any given point in time.
Held daily and w eekly meetings to update management and make s teps as appropriate to
achieve goals and action items.
A ssisted in the process of s upporting c ustomers that w ere r equesting to s peak to a
s upervisor, de-escalating their c oncerns and ensuring their s atisfaction
SITEL Corporation Las Vegas, NV
Technical Support Representative 11/2001 to 5/2004
Resolving c onsumer c omputer hardw are and s oftw are issues r elating to the Internet and
netw orking f or an Internet s ervice provider using excellent troubleshooting. Developed
c ustomer s oft s kills over the phone and by email.
Developed troubleshooting f low chart w idely used by agents f or troubleshooting nearly all
possible encounters, increasing efficiency.
A s a mentor, w as often asked to f ill s upervisory r oles w hen there w ere no s upervisors
available to perform those actions.
Received numerous aw ards f or good troubleshooting and c ustomer s ervice s oft s kills.
Education: Rasmussen College OC, St. George, UT
Associates in I nformation Systems M anagement 09/2011
Associate of Science
Focus on Web Programming
Prelude to Bachelor's Degree in Computer Science.
Deans List & Honor Roll.
Cumulative 3.93 GPA
Contact this candidate