Customer Service Software

Joel Glassen

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

410-***-**** ***********@*****.***

Management & Quality Assurance

Business Operations Software Development Quality Control

Highly self 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.

My extensive and diverse experience allows me to quickly come up to speed on new technologies. Able to understand clients (customer) needs and Engineers perspective to get the job done that meets all requirements.

Strategic Planning

Sales Management

Software Development

Operations Management

Customer Service

Business Strategies

Software Quality Assurance

New Business Development

Graphic Arts

Entrepreneurship

Marketing Strategies

Software Engineering

Professional Experience

THE UPS STORE ON GAGE, Kennewick, WA

UPS Store Retail Worker 2015-2016

Provide excellent customer service

Create solutions for customers package and shipping needs

Design and produce graphic solutions (flyers,business cards) to meet customer needs

STORAGE ASSET MANAGEMENT, Belcamp, MD 2014 – 2015

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

Founder/Owner

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.

Developed and maintain website using SQL to web enable store database (COTS) to allow customers to track their shipments and view their account transactions. Interfaced to UPS, USPS and FEDex systems via vendor supplied APIs.

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.

Responsible for interfacing with customer (UPS management) to keep them informed on progress and to ensure all requirements are met.

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 MEDICAL 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.

Education

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

Software EXPERTISE

Microsoft Office

Adobe Creative Suite

Assembly Language

HTML, CSS

Windows Operating System

Android Development, Eclipse, Android Studio

MS Access, SQL Server

C, C++

Java, JavaScript

.NET.MVC, ASP.NET

Dreamweaver

Extra Curricular

Developed Microsoft Access database (with VBA code) system for a synagogue. Major component was to add a Yahrzeit date calculator to the database, this required a conversion of dates from the Gregorian calendar to the Jewish calendar.

Developed MS Access and VBA application for a personal baseball simulation game. Yahrzeit Is the Jewish remembrance of the anniversary of a relatives’ date of death, It can be observed on the anniversary according to the Gregorian or Jewish calendar.

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