Quality Customer Service

John Cowell

**** ****** ****** ****, ***********, FL 32305

Phone: 850-***-**** Cell: 850-***-****

Email: *******@*******.***

Talented Business Professional with 15 years of proven State Government experience. Outstanding

accomplishments with technology use that resulted in performance improvements in training throughout

Florida. Innovative and creative, willing to try new ideas; implemented new technology throughout Florida to

save both time and money which has resulted in seven State of Florida Prudential Davis Productivity Team

Awards – 2003, 2008, 2009, 2012(4). Certified Quality Improvement Associate (ASQ-CQIA) from the American

Society of Quality ( www.asq.org ).

Profile:

15 Years of Proven State Government Experience Video Conferencing

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Web Development and Design Technology Training

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Network Trouble Shooting and Resolution Synchronous and Asynchronous Training

• •

Graphics Design Event Planning and Production

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Training Delivery Systems Blended Mediums

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Career Experience

State of Florida (1997 to 2013)

Department of Health

Office of Workforce Development

Tallahassee, Florida 32399

Training: Statewide training for Department of Health staff, in use of satellite technology, video

conferencing, and other e formats. Oversight for equipment purchases and maintenance

including network troubleshooting and resolution. As a result of decreased funds for travel and

travel restrictions, provided technical assistance and consultation to support implementation of

virtual formats and video conferencing for all counties in Florida. This effort led to cost savings

while still allowing virtual “face-to-face” meetings.

Support DOH Learning Management System for 17,000+ Learners. Provided consultation on

training delivery systems and performance improvement.

Conduct or support Webinar trainings/meetings as needed. This includes using webinars to train

staff on the use of technology.

Development and revision of employee online training materials and resources using applicable

software.

Performance Improvement: Work with internal as well as external subject matter experts to adapt

objectives and content for new technology applications and software.

Research, develop, and evaluate new methods and techniques of training in support of training

goals.

Develop and revise process maps and performance management tools for staff.

Web Development: Handled all web design and updates for the office as well as managed quality

assurance for a group of other web managers serving another office.

Video Designs Inc. (1992 - 1997)

3801 Apalachee Parkway

Tallahassee, Florida 32301

Manage: Performed all daily store manager operation procedures.

Supervised two employees in all phases of customer service and product installation.

Provided training to employees and clients in product feature and operation to include

interoperability with current systems.

Research: Consulted with clients and design entertainment solutions for home and commercial

audio and video systems along with the use of video cameras for production in home and

commercial applications.

Worked with vendors and external experts in product procurement to serve client needs.

Researched, developed and evaluated new product acquisitions for inventory.

Technician: Custom installation of home and commercial audio and video systems.

Design and pre-wiring of home and commercial audio and video systems.

Training Completed

• Performance Management • HTML (Web Design)

• Project Management • Front Page (Web Development)

• Facilitative Leadership • Cold Fusion (Database/Web Design)

• Basic Supervisory Training Skills • ADDIER (Instructional Design)

• Train the Trainer • Certified Quality Improvement Associate (ASQ-CQIA) from the

American Society of Quality

Technology Skills

• MS Outlook • Polycom/Tandberg Systems

• MS Excel • Video Conference Production

• MS Access • Analog/Digital Satellite System Design, Use & Maintenance

• MS Word • FrontPage

• MS Publisher • Dreamweaver

• MS PowerPoint • CSS Style Sheets

• MS Visio • Cold Fusion

• Sharepoint • Adobe Photoshop

• Web Meeting Hosting • Adobe Illustrator

• Webex/LiveMeeting • Adobe Acrobat Pro

• Crystal Reports • Adobe Captivate

• AV Technologies/Editing • Adobe Presenter

References

Sue Andres Senior Human Resource Specialist 850-***-****

Human Resources, Florida State

University

Sandra Schoenfisch Preparedness Consultant, Fl. Dept 850-***-****

of Health

Dennis Cookro, M.D. Medical Consultant, Fl. Dept of 850-***-****

Health

Contact:

Kevin Braley

Senior Media Relations Specialist

800-***-****, ext 7587

*******@***.***

FOR IMMEDIATE RELEASE

John Cowell Receives ASQ-Certified Quality Improvement

Associate

Milwaukee, Wis., 12/01/2007 The Certification Board of ASQ (American Society for Quality) is pleased to

announce that John Cowell has completed the requirements to be named an ASQ-Certified Quality

Improvement Associate (ASQ CQIA). As such, John Cowell has reached a significant level of professional

recognition, indicating a proficiency in and a comprehension of basic quality principles and practices.

Individuals who earn this certification are allowed to use “ASQ CQIA” on their business cards and

professional correspondence.

“ASQ provides certification as a way to provide formal recognition to professionals who have demonstrated

an understanding of, and a commitment to, quality techniques and practices in their job and career,”

explains Jim Rooney, ASQ chair. “This is a great accomplishment and, although not a formal registration or

licensure, it represents a high level of peer recognition.”

In order to sit for the Certified Quality Improvement Associate examination, an individual must have two years

of general work experience related to the Body of Knowledge. Certified Quality Improvement Associates have

a basic knowledge of quality tools and their uses and is involved in quality improvement projects.

Since 1968, when the first ASQ certification examination was given, more than 170,000 individuals have

taken the path to reaching their goal of becoming ASQ-Certified in their field or profession, including many of

who have attained more than one designation.

ASQ is a global community of people dedicated to quality who share the ideas and tools that make our

world work better. With millions of individual and organizational members of the community in 150 countries,

ASQ has the reputation and reach to bring together the diverse quality champions who are transforming the

world’s corporations, organizations, and communities to meet tomorrow’s critical challenges. ASQ is

headquartered in Milwaukee, Wis., with national service centers in China, India, and Mexico. Learn more

about ASQ’s members, mission, technologies, and training at www.asq.org.

Contact this candidate