Customer Care Manager

MIKE EDMONSON

MULLHALL, OK. ***** • 405-***-**** • **********@*****.*** • https://www.linkedin.com/in/mike-edmonson-7191a015/

PROFILE SUMMARY

Project Management IT Technical Lead Automation

Able, self-motivated and hard-working IT Director of Operations with 25+ years’ experience, offering a proven track record of successfully leading all phases of diverse Information Technology projects and initiatives. Possessing extensive knowledge in Software Development and Systems Analysis and demonstrating a firm understanding of the Project Development Lifecycle (PDLC). Capable of bridging the gap between IT and the Business and conveying technical language to non-technical users when necessary. Technically proficient, business savvy and enjoys working in a challenging and diverse environment. Demonstrating a proven track record of leading and motivating cross-functional teams to success, career progression and personal growth. Core Competencies include:

IT Security • Software Development • Systems Implementation • Systems Analysis • Strategic Planning

Reporting Analysis • Requirements Gathering • Problem Solving • Risk Assessment • Client Relations

Selected Technology:

Working knowledge of Azure SQL,SQL Servers xxxx/Express xxxx, MySql, Excel and Text,XML.

Skilled in using Reporting Tools such as Microsoft ReportViewer and Crystal Reports.

Knowledgeable in programming languages such as: C#, ASPX, MVC, XML, HTML, WCF, SQL, LINQ, VB6, VB.NET, WebServices, WindowServices, .NETx.x, JQuery, and JavaScript.

Firewall experience includes, but is not limited to: Symantec, Microsoft Firewall.

Location Technologies: Ultra-Wideband, Bluetooth Beacons, RFID.

Networking: Azure, LAN/WAN Infrastructure, PCI compliance guidelines, VLANs.

Business Systems: NetSuite ERP, Tessitura Ticketing System, Digital Asset Management Systems.

Additional technology: FTP, Database Schemas, ClickOnce Deployment, Encryption PGP, Server Networking, Routers, Wireless Networks, Network Traffic Monitoring, Office365 and Visio.

CAREER HIGHLIGHTS

●Successfully Directed IT Operations, Customer Care for corporate office, along with IT Security for traveling exhibits (Museum of the Bible).

●Developed and project managed Android and iOS applications for traveling exhibits and donor development interactive Kiosks (Museum of the Bible).

●Played an integral role in selecting the technology for museum interactives and hand-held devices e.g. Ultra-wideband system (UWB) for visitor location services (Museum of the Bible).

●Built a seamless Customer Care Team between the corporate office and the museum that shares information daily (Museum of the Bible).

●Created a data driven website for BKDataOnline and supported customers purchasing bankruptcy filings for the entire United States and managed to keep the website responsive to high volumes of traffic.

●Successfully automated a telephone directory book for customers at Pioneer Telephone within six months.

CAREER PROGRESSION

MUSEUM OF THE BIBLE • Oklahoma City, OK (Mar 2012 – July 2018)

With an impressive six-year tenure with the Museum, progressed through multiple roles with the most recent being Director of IT Operations, reporting directly to the VP of Interactive Systems and Technology.

Director of IT Operations • (July 2016 - July 2018)

Managed a team of 16 that included Customer Care for the Oklahoma City and Washington DC offices, IT Operations (BA and DBA included) and temporary staff.

●Managed requirements gathering, selection and installation of museum ticketing and gift shop POS in wired and mobile configuration, along with ensuring PCI network compliance.

●Oversaw the integrations between content management systems and video and digital displays e.g. museum orientation and the ticketing display wall.

●Managed transactional integration development between POS systems and NetSuite ERP.

●Managed development of policy and procedures for museum customer care along with associated SLA’s.

● Oversaw Customer Care services that included purchasing and supporting desktop computers, phones and servicing ticketing, giftshop, and restaurant systems. IT Operations services included researching, selecting and physical installation of the POS and display systems along with writing scripts to integrate financial transaction into NetSuite ERP.

Director of IT • (Oct 2013 - July 2016)

Managed and led a team of 15 from multiple teams that included: Infrastructure, Physical Security, Business Systems, Software Development and Customer care.

Directed Business Systems, Software Development and Customer Care in Oklahoma City.

Responsible for leading teams in requirements gathering, researching and selecting business systems to be used in the museum.

Led the Software Development Team and researched and evaluated technologies that were ground breaking in the museum space e.g. Ultra-Wideband visitor tracking technology.

Manager of Customer Care and Networking Services • (Mar 2012 - Oct 2013)

Led and managed a team of four that included Infrastructure and Physical Security.

Managed day to day needs of 75 customers.

Evaluated, selected and installed systems to support traveling exhibits around the world along with core technology for the museum.

Served as the initial point of contact for matters of escalation or customer issues.

PIONEER TELCO • Kingfisher, OK (Jan 2010 – Mar 2012)

Systems Analyst

Reported directly to the Manager of Information Systems with primary focus on the development of software applications.

Built, supported and updated desktop and web applications designed to improve the efficiency and competitiveness of the business.

Primary applications used included Directory Manager that dynamically created a phone book from a customer base (Win App), Programming Manager that managed an MIS projects and work requests (Silverlight).

BKDATAONLINE.COM • Oklahoma City, OK (July 2004 – Aug 2009)

Senior Developer

Provided end to end oversight of software project management and highly engaged in all stages of the SDLC that included research, design, development and testing in addition to fulfilling other technical requirements for a large client base.

Developed a fully automated internet-based system to collect and sell bankruptcy lists to online customers built upon ASP.Net, C# and SQL Server 2005.

The automated system was designed to receive bankruptcy information from the Federal Court System and inserted using SQL stored procedures into databases for queries. Microsoft Report Viewer generated PDF/Excel count reports and completed orders files were emailed to customers in .CSV format.

Provided customized datasets to customers via ASP Web Services encrypting sensitive information using PGP.

SCAN N SAVE BANK DOCUMENT MANAGEMENT • Perkins, OK (Aug 2004 – Oct 2004)

Developer (Freelance/Contract)

Developed a paperless office system that scanned and indexed banking documents for viewing and reporting.

Scanned documents using Kodak imaging controls for .NET and information imbedded in documents were saved to SQL Server 2005 for queries, reports and retrieval.

Utilized Microsoft Report Viewer to generate reports and alerts.

Used ClickOnce publishing to keep workstations updated with newest versions of software.

BANK TIME AND ATTENDANCE MANAGER • Perkins, OK (June 2004 – July 2004)

Developer (Freelance/Contract)

Developed a time and attendance workstation application used by employees and payroll to keep track of employee hours worked, vacation and special days.

The System presented employees with user friendly front end to punch in/out and print timesheet reports. Written in C# using SQL Express 2005 as the data store.

COURTWATCH LLC. • Oklahoma, City (June 2000 – June 2004)

Senior Developer

Developed the E-Filing module for CourtWatch LLC to allow attorneys to file bankruptcy case information via the internet to the court docketing system. Web pages were developed in ASP Classic using SQL 7 as the data store.

ADDITIONAL EMPLOYMENT

SQL INNOVATIONS • Contract Developer (Feb 2000 - May 2000)

IMRI • Supervisor of Network and Web Development Team DISA (Defense Information Systems Agency)

STILLWATER MEDICAL CENTER • Technical Coordinator

US NAVY • 3rd Class Petty Officer (Hardware Maintenance on anti-submarine warfare simulators)

EDUCATION/CERTIFICATIONS/PROFESSIONAL DEVELOPMENT

Bachelor of Science (BSc), Computer Science, Oklahoma State University

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