Customer Service Developer

Yousef Shorman

Shorman Solutions Inc.

AVS Developer

Calgary, Alberta

CANADA

E-mail - Yousef Shorman

Specialized in Risk Management Systems (Openlink - Endu/Findur)

Education

**** - *004

Mount Royal University, Calgary, Alberta

1992

Howarah College, Irbid City, Jordan

Diploma / Two Years

English Literature and Teaching Methods in English Language

1992

High Cultural Centre, Irbid City, Jordan

Certificate / Four Months

Keyboarding (English & Arabic)

1990

High School Graduate, Al-Mazar, Jordan

Technical Summary

Hardware

Removing and installing components such as hard drives, memory chips, CPUs, etc. from PC, CMOS setup; preparing hard disks for use i.e. using the FDISK and FORMAT utility programs, manipulating master/slave jumpers for IDE drives.

Programming

C++, Java, JSP, ASP, ASP.NET, VP.NET, PHP, C#, AVS Developer

Skills Summary

During my previous experience in the hospitality industry and a major courier service I gained excellent communication and customer service skills. Furthermore, I am a hard worker and able to work under pressure.

Achievements

During my time at FedEx the total number of accounts was doubled as a direct result of my efforts. I was also elected Salesman of the month twice in a row.

Languages

I can fluently speak and write Arabic and English. I am currently studying Spanish.

Experience

August 2007 - Current

System Analyst/Software Developer/AVS Developer

- Daily production support.

- Developing customs reports using AVS scripting and Crystal Reports.

- Participating in upgrading Endur (Openlink) from version V7.0 to V8R02.

February 2004 - July 2007

System Analyst/Software Developer/AVS Developer

- Daily production support of Endur (Openlink) system for local and remote locations.

- Developing customs reports using AVS scripting and Crystal Reports.

- Extensive work on coding the new Credit Matrix using AVS scripting.

- Participating in upgrading Endur (Openlink) from version V6.0 to V8R01.

- Involving in developing of Endur TIBCO Adapter to automate deals entry from third application directly to Openlink.

- Other duties include Designing and implementing enhanced Microsoft database, and Microsoft Excel.

May 2003 - Aug 2003

Information Technology Services

Applications Systems

Web Developer - Full-time. Duties included meeting with clients and gathering requirements for various Mount Royal University web pages. Utilized various web technologies such as PHP, JavaScript and HTML using Macromedia Dreamweaver to implement these requirements.

July 5th - 25th 2003

Library

Computer Lab Classroom

Help Desk - Part-time. Duties included helping new students to access their accounts, troubleshooting hardware issues, helping students perform Internet research, troubleshooting Microsoft Excel, Word and PowerPoint. Duties also included researching and creating a screen saver application for all library computers.

Feb 2003 - April 2003

Circulation Desk

Help Desk - Part-time. Duties included signing in and out books, helping students search for books, articles and periodicals.

Sep 2002 - Dec 2002

Library Media

Classroom Services Technician - Part-time while pursuing full-time studies at Mount Royal University. Duties included helping instructors set up their laptops and overhead projectors, troubleshooting software and hardware problems, and assisting instructors in maintaining laptop computers.

May 2000 - July 2002

Lawson Projects Ltd

Construction

Laborer/Floor Supervisor - Full-time. Duties included ensuring the work of the employees who reported to me were completed on time. Also explained/gave instructions regarding certain tasks and made sure site personnel adhered to safety procedures.

May 1998 - Aug 1999

Federal Express, International Courier Company

Sana'a - Yemen

Sales Manager - Full-time. Duties included sales activities; customer service; involvement in marketing of promotional events; bidding to companies and signing contracts; hiring new sales employees and training them; and arranging donations for community events including the Sana'a Darts League.

Feb 1996 - Apr 1998

Villa Di Angelo, Five Star Restaurant

Sana'a, Yemen

Restaurant Manager - Duties included customer service; hiring and training National staff; liaising with clients to coordinate special events; involvement with marketing of promotional events; and bill collection from clients. Played an integral role in the set-up and planning of the restaurant in the formative stages. Client base included government ministries, large companies, embassies and the diplomatic corps.

Jun 1994 - Jan 1996

Villa Di Angelo, Five Star Restaurant

Amman, Jordan

Lounge Captain - Duties included customer service; hiring and scheduling staff; coordinating private parties and special events; providing quotations and writing contracts confirming the terms of private parties and special events.

Jul 1990- Apr 1994

Amman, Jordan

Restaurant Captain - Duties included customer service at five star restaurants and at outside events including events at the royal palace.

1990-1993

Seasonal work throughout secondary school usually during school breaks. Worked in the Food & Beverage Department as a Junior Waiter. Duties included customer service with the banqueting department, which required long hours and split shifts.

Personal Interests

I like cooking and being involved in social activities. Soccer and squash are among my favorite sports.

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