Customer Service Developer
Resume:
Shawn Clark
Smyrna, TN ***67
615-***-**** Mobile
abqp3n@r.postjobfree.com
http://www.shawnclarkresume.com
Objective
To Serve an Organization in a Technology Focused Leadership Position with emphasis on Administration, Processes and Improvements. [More]
Summary of Qualifications
Possesses a strong technical background combined with solid leadership abilities. Has very a high degree of technical skill in the areas of local and wide-area networking, personal computer operations, technology solution development, data sharing, e-mail administration, computer trouble-shooting, end-user training, web based applications and e-commerce. Has a strong technical aptitude that allows new technologies to be easily grasped and mastered. Able to make sound decisions, lead others, resolve conflicts and clearly communicate. Versed in business system processes. Able to work closely with customer base and internal staff. [More]
Work Experience
Jun 2006 - Sep 2008 Hennessy Industries, Inc. La Vergne, TN
Customer Service Manager / Software Developer / IT Strategy / Technical Automation [More]
Managed 10 Customer Service Representatives. [More]
Provided Systems Administration support to include strategy and solution development.
Conceived, developed and implemented a web based application resulting in a 20% reduction in phone support calls.
Conceived, developed and implemented web based policy deployment applications to track sales contacts across national regions.
Conceived, developed and implemented web based service system that is seen as the industry standard. Interfaces with service partner network, customers and internal quality applications.
Identified, purchased and implemented a VOIP phone system to include a customer service call center solution.
Established visual Key Performance Indicators (KPI) matrix to evaluate customer support representatives call volume and success. Reduced abandon rates from 14.7% to
Scheduled call center duties to correspond with volume of incoming calls and requests. Created resume based call routing paths to ensure first-time call resolution in the most efficient timeframe.
Trained and mentored customer service representatives to meet goals and objectives. Provided feedback via coaching sessions and formal year-end reviews.
Implemented many lean processes to increase productivity in IT and customer support.
Participated in the on-time-delivery policy deployment team.
Oct 1998 - Jun 2006 Hennessy Industries, Inc. La Vergne, TN
Network Administrator / Software Developer / IT Strategy / Technical Automation
Reengineered entire existing network environment, including infrastructure, to reduce downtime. Downtime reduced from 25% to less than 0.1%.
Served as the Administrator for the Novell Netware and Windows Server network environment.
Developed and defined current and future technology strategies.
Provided technical support on hardware and software issues for 170+ users.
Served as Information Systems liaison to departmental projects requiring a technical solution.
Administered Microsoft Exchange e-mail system.
Managed computer hardware and software inventory, including procurement.
Conceived, developed and implemented web based applications for service dispatch to manage 150+ service centers across the US and Canada. Used by internal resources to identify root cause quality issues to develop action plans for corrective action. Used by customers to view real-time service data.
Participated in the warranty reduction policy deployment team.
Jan 1994 - Oct 1997 Andersen Consulting (Accenture) Nashville, TN
Technology Supervisor
Provided leadership in the office technology support operations with a staff of two technicians.
Served as the Lead Local Area Network Administrator.
Supported 130+ users.
Researched and implemented technology solutions for a variety of firm clients.
Served as Lotus Notes Administrator and Application Developer.
Conducted and provided computer based training support.
Managed computer hardware and software inventory, including procurement and leasing.
Jan 1993 - Jan 1994 The Vital Center Nashville, TN
Adaptive Employment Specialist
Trained visually impaired persons to use computers and peripherals.
Provided on-site job analysis for employers interested in hiring the visually impaired.
Feb 1988 - Jan 1993 United States Marine Corps Washington, DC
Information Systems Coordinator / Presidential Support
Served as network administrator and PC technician.
Provided technical and physical support for perimeter Presidential security operations.
Qualified as Top Secret, Category One security clearance.
Was selected to serve at the White House as a West Wing guard (last minute injury prohibited me from reporting for this duty).
Points of Strength
Tremendous technical aptitude
Well versed is business processes including lean tools.
Able to explain technical issues to non-technical people.
Positive presence within the workplace and with customers.
Action driven while thinking and innovating new concepts.
Efforts have been consistently rewarded with promotions and increased responsibility.
Computer Skills
Languages
Expert: Microsoft Visual Basic, MS Access/VBA, ASP, HTML, ADO, JavaScript
Proficient: .NET, XML
Software
Database: Microsoft SQL Server
Applications: Microsoft Office, IIS, Microsoft Exchange 5.5/2003, Veritas Backup Exec
Platforms: Microsoft Windows 98/NT/2000/XP, Netware, Microsoft, AS400, Windows Server NT 4.0/2000/2003
Business Process Tools
Variance Reduction
Value Stream Map
Standard Work
Transactional Process Improvement
Policy Deployment
References Available Upon Request
Contact this candidate