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Customer Service Software

Richland, Washington, United States
January 30, 2018

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Joel Glassen

**** ****** ********** *** *** *** Richland, WA 99354


Management & Quality Assurance

Business Operations Software Development Quality Control

Motivated professional with excellent technical and practical business experience. Highly accomplished in results driven, multi-role positions that require critical thinking with competing priorities. Skilled in collaborating with all members of the organization to achieve strategic and operational objectives. Credited with combining expertise, organizational abilities and effective communication skills to succeed in the continuously shifting software development field.

Strategic Planning

Sales Management

Software Development

Operations Management

Customer Service

Business Strategies

Software Quality Assurance

New Business Development

Graphic Arts


Marketing Strategies

Software Engineering

Professional Experience


UPS/Self Storage Manager

Increase company exposure through origination and implementation of direct mail and online marketing strategies using industry desktop publishing software and editing tools.

Improve employee efficiency providing competent training and efficient scheduling.

Increase customer satisfaction with competent product knowledge and trouble shooting.

Administrate corporate budget and ensure branch falls within or under allowed expenditures.

COPY POST, Eldersburg, MD 1995 – 2013


Developed marketing and advertising campaigns designed to expand business and bring new clients focusing on direct mail, website development and social media.

Enhanced customer service and ensured repeat business by providing quick conflict resolution, comprehensive product knowledge and proficient project production.

Responsible to create, maintain and manage adequate company budget to ensure overall profit.

Formed effective business team through adequate hiring, training and supervising of employees.

GE MEDICAL SYSTEMS, Crownsville, MD 2000 – 2003

Software Quality Assurance Analyst

Assured the quality of patient monitoring software by creating and executing test plans.

Promoted teamwork by interfacing with Requirements Analysts and developers.

Provided timely delivery of system tests and software product evaluations.

Researched and analyzed automated testing tools to determine usability in testing software and provided recommendations on end user usefulness.

Configured and controlled builds of software revisions.

ENTEGRITY SOLUTIONS, Columbia, MD 1999 – 2000

Independent Contractor, Product Development

Assured quality of software by working intensely with development team.

Enhanced product efficiency by providing onsite technical support and troubleshooting software issues.

ROADNET/UPS, Timonium, MD 1988 – 1995

Developer/Manager/Project Manager

Enhanced productivity by developing software to schedule Feeder pickup and delivery.

Supervised software project used to optimized use of rail system to more efficiently move full and empty trailers throughout the country.

Managed Product Support group and Requirement Analysis team focusing on new products.

Managed beta testing participation for multiple programs and facilitated interdepartmental integration.

Professional Experience Continued

EMC CONTROLS, Hunt Valley, MD 1982 – 1987

Development/Project Leader

Increased product effectiveness writing I/O drivers to integrate remote devices to multi-million dollar process control systems.

Specialized in Research and Development working on researching new software and hardware to be integrated into process control systems.

Increased company reputation by providing expert onsite support to deploy process control systems at high profile customer sites.

GE MEDICA SYSTEMS, Waukesha, WI 1978-1981

Software Engineer

Designed and developed I/O driver to integrate remote bedside units to central station for a patient monitoring system (PDS 30360. Written in assembly language (MAC11) on a DEC pdp 11/70 using the RSX11M+ operating system.


Bachelor of Science, Computer Science, Rochester Institute of Technology, Rochester, NY


Microsoft Office

Adobe Creative Suite

Assembly Language


Windows Operating System

Android Development, Eclipse, Android Studio

MS Access

C, C++

Java, JavaScript

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