Customer Service Management
Resume:
ARLAN AUGUSTIN
*************@*******.***
OVERVIEW
Diligent and resourceful professional who consistently streamlines operations by utilizing IT expertise that meets
client/end user needs. Superior communication skills (verbal and written) for effective management of various
projects/tasks and in making the teams that I work on, successful and productive. Currently seeking new
challenges in a reputed firm to use and improve my skills in release management, operations, support/systems
analyst, technical analyst or business analyst.
EXPERIENCE
OmniComm Systems, Inc. Fort
L auderdale, FL
D eployment Engineer 0 8/12 – 09/13
- Responsible for the coordination and execution of various deployments of OmniComm Systems
core applications.
- Efficiently isolate and assess the potential root causes of technical problems that may occur
during a deployment.
- Possess the ability to work in a flexible, team environment and maintain liaison with relevant
users or user groups and assist with determining and communicating their needs.
- Plan and organize application deployments.
- Receive and resolve incidents submitted from the Help Desk in a timely manner.
- Perform application software installations/updates and monitor system health.
- Create and maintain user and technical documentation.
Campus Management Corporation Boca Raton,
FL
S upport Engineer/Analyst 1 0/11 – 08/12
- Conducted in-depth research and debugging of complex application coding issues while
reviewing and resolving customer issues.
- Successfully debugged SQL code through extensive use of SQL Server Profiler to examine
database stored procedures and locate and test specific sections of code to determine causes of
logical errors and data problems.
- In collaboration with the software development team, identified logical errors in application code
or application behavior/performance and recommended fixes for application code, which were
incorporated into future releases of the application.
- Executed all facets of functional testing of products and determined functional errors and
unexpected product behavior, further illustrating software development knowledge, and problem
solving and analytical skills.
- Provide afterhours/on-call support
Acceller, Inc. Miami, FL
A pplication Support Specialist 0 1/09 – 10/11
- Provide tier 3 and 2 helpdesk support to end users
- Provide customer service (site outages, slow responses and timeouts) whether it be via email and
or via phone
- Provide afterhours/on-call support
- Work with Development team on any errors/issues related to the application, from the code level
(C# & ASP.net)
- Monitor the input and output of Network Applications and Business Intelligence
- Troubleshoot, triage and investigate system related issues
- Create, update and maintain business rules
- Deploy Files across production servers
- Analyze data recorded in the Database (Intermediate SQL skills)
- Great sense of knowledge of internal tools/applications for problem solving
- QA/Site tester
- Create and maintain test documentation for UAT testing and pre-production testing for internal
applications prior to go-live
- Ensure that all issues get reported and well documented
Release Management 0 3/10-06/10
- Manage, plan and coordinate the release process (SDLC)
- Lead release planning. Communicate decisions and actions resulting from planning
- Manage holistic communication of release roadmap across diverse set of organizations
- Develop/manage Release Readiness Checklists; leveraging related best practices
- Plan, execute and continuously improve traceable/secure release management processes
- Solid understanding of processes/technologies associated with software development,
configuration management and deployment
- Hands on, follow up, enforce and document release management process and guidelines to ensure
product quality and operational stability
- Document/communicate issues to development, QA and all groups involved in the release
Acceller, Inc. Miami, FL
Technical Operations Coordinator 0 3/08-01/09
- Manage the ticketing system (Gemini) for daily business operations
- Provide tier 1 helpdesk support to end users
- Provide customer service (site outages, slow responses and timeouts) whether it be via email and or via
phone
- Monitor the input and output of Network Applications and Business Intelligence
- Triage and investigate system related issues
- Ensure that all issues get reported and well documented
Health Choice Network Doral, FL
I mplementation Specialist 11/07-02/08
- Managed medical IT implementations projects
- Responsible for developing and sharing the Implementation Best Practices and clinical management system for member
Community Health Centers
- Provided onsite or web based training for CHC Managers, Operations Supervisor, Providers, Clinical Support, IT, Internal
and External Resources
- Accountable for the coordination and implementation of add-on modules at existing centers and schools including system
setup, end-user training, system setup review, maintenance and pre/post go-live support
- Conducted needs analysis for potential clients with regards to hardware, software, infrastructure & training
- Created, maintained and monitored center project plans, work plans, and budgets for the proposed system implementations
- Participated in demos and presentations for potential clientele
- Data gathering of user feedback on suggestions and changes to be made on certain applications
- Coordinate responsibilities between vendors
- Documentation
Data Clinic Coral
G ables, FL
M IS Assistant 0 7/07-08/07
Trained new users on software used by the organization
•
Maintaining and building positive customer relationships
•
Documentation
•
Provide hands-on technical troubleshooting and maintenance support
•
Troubleshoot via telephone, in person and via email
•
Installation and configuring of a WAP
•
Installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure
•
o ptimal workstation performance.
Responsible for Tier 1/2 support for desktop issues c oncerning software and hardware
•
Memorial Healthcare Systems Miramar, FL
Patient Financial Services Representative/Customer Service 02/06-05/07
- Monitored a ll self-pay, liability, probate and charity accounts in the financial services area
- Maintained completed weekly a ll self-pay, liability, probate and charity accounts in the financial services area
- Provide patients with answers in regards to account
EDUCATION
University of Phoenix 0 7/10
Master of Information Systems G.P.A 3.03/4.0
Relevant Courses
- Strategic Planning - Risk Management
- Project Management - System Analysis & Development
- Managerial Communication - Networking Concepts
Florida Memorial U niversity 12/07
Bachelor of Science in Management Information Systems G.P.A 3.47/4.0
Relevant Courses
- Web Technology - Computer Operating System
- Visual Basics - Network Data & Communication
- Database Programming - Accounting
- System Analysis & Design - Management
A CTIVITIES/AWARDS
- Alpha Phi Alpha Fraternity, Inc Business Manager/Historian 2005-
2007
- Information Society Vice-President 2005-
2006
- Honor Student 2004-
2007
T ECHNICAL SKILLS
Languages: HTML, XML, SQL (Intermediate)
Operating Systems: Windows 2000/XP/Vista/7
Applications/Software: Microsoft Office Suite, FTP, SFTP, Dreamweaver
Skills: Project Management, Type 50 WPM, QA tester, Documentation, Analytical
R EFRENCES
Available upon request
Contact this candidate