Customer Service Manager
Resume:
SCOTT HARRIS
PARRISH, FLORIDA *4219
**********@*****.***
OBJECTIVE
Skills (GIS)
An experienced technical support and quality assurance professional is looking to work in a MapInfo Professional
challenging environment where he can use his analytical skills to help your company and customers MapMarker
grow. Vertical Mapper
TargetPro
EXPERIENCE
Tools
CRM
Help Desk Manager / QA Analyst May 2012 - October 2013 SharePoint
MethodFactory, Sarasota, Florida Microsoft Project
Microsoft Office
Salesforce
As a Help Desk Manager and QA analyst, I managed a small team of support analysts, QA analysts
Avaya
and developers by executing workflow designed for an e-commerce web development life cycle in
PeopleSoft
accordance to a service level agreement. This involved the scheduling of resources for
Lotus Notes
development, testing and deployments of website code for bug fixes and new features gathered
Adobe Photoshop
from clients submitted into a ticketing system. Jira
OnTime
• Managed support tickets to completion in accordance with a service level agreement. Ektron CMS
RDBMS
XML
• Wrote and executed user acceptance tests for e-commerce websites. Tests where written
SQL
and managed in MS Excel and maintained in SharePoint.
Ticketing Systems
• Wrote, recorded, maintained and executed automated tests for e-commerce websites using Salesforce
Microsoft Test Lab Manager. OnTime
PeopleSoft
Vantive
• Smoke testing and content management system testing.
• Provided detailed communications to clients in regards to website maintenance.
• Requirements gathering for new features and functionality.
• Tools and systems used included Windows Server 2008, OnTime, Ektron Content
Management, MS Visual Studio 2010, MS SQL Server and SharePoint.
• Managed development and QA resources for new feature work using SharePoint and
Microsoft Project..
• Managed budgets and estimates for support tickets.
• Provided support and quality assurance metrics from existing reports and modified custom
queries from SQL Server for additional reporting.
• Scheduled and tested website deployments to test and live environments.
• Created and maintained customer portal sites for project and ticket management.
• Accessing IIS for restarting services and applications pools for website testing.
• Provided customer support for website management, triaged support requests. Documented
trouble shooting steps in a ticket management system.
• Provided support for Ektron (Content Management System).
Sr. Software Support Analyst, Sept 2008 – February
2011
Pitney Bowes Business Insight (formerly MapInfo Corp.), Troy, New York
Developer Support Representative, Sept 2006 – Sept 2008
Pitney Bowes Business Insight (formerly MapInfo Corp.), Troy, New York
• Provided support for Enterprise solutions (Tomcat web service, Java API, XML
troubleshooting) for products such as MapXtreme and Envinsa.
• Modified Java applications and XML for testing and troubleshooting issues with geocoding
and route requests.
• Provided sample code to customers.
• Responded to incoming customer calls and emails and created support cases.
• Technical document writing (training, product defect reports).
Sr. Software Support Analyst, April 1999 – Sept 2006
Pitney Bowes Business Insight (formerly MapInfo Corp.), Troy, New York
Provided world class technical support for a vast array of mapping software, data products and
solutions for customers in numerous industries including Telecommunications, Mining,
Transportation, Insurance, Retail, and Government. As a senior support analyst, I represented a
team of support analysts by providing second level support, managing work load, call center
metrics and participated in the development life cycle of desktop mapping software and data
products.
• Troubleshooting: SQL, database connections, map building and display, printing,
digitizing, XML requests, geocoding.
• Provided support for building and running SQL queries within MapInfo Professional for
map building and intelligence gathering. Supported databases included but not limited to
SQL Server, Oracle, PostgreSQL and Access.
• QA: Manual regression testing using documented test plans for pre-release builds of
desktop software products.
• Supported installation of desktop and server/client software products.
• Product Lead for MapInfo Professional and telecommunications data products.
• Customer training.
• Managed an escalation process for new issues from overseas offices.
• Technical document writing (training, product defect reports).
• Provided prioritized defect reports to Product Engineering.
• Provided demos for sales staff and potential customers.
• CRM vendor selection and implementation which included flow charting business
processes, requirements gathering, documentation, testing and training. CRM systems
included PeopleSoft and SalesForce.
• Provided support related call center reports.
• Administrated Avaya phone system (queue management and setup). Developed an
intelligent work load matrix based on skill sets and resource availability.
• Wrote and maintained Knowledgebase documents for internal and external use.
• Responded to incoming customer calls and emails and created support cases.
• Experience with Terminal Server and Citrix server concepts.
Customer Service Representative February 1998 – April
1999
MapInfo Corporation, Troy, New York
• Answered incoming customer calls and emails for order tracking and product maintenance.
• Maintained shipping reports.
• Generated customer maintenance databases reports.
• Processed returned product.
• Generated license files for software products.
• Provided support and training for team members with the use of new software and
hardware.
Production Assistant November 1994 – February
1998
MapInfo Corporation, Troy, New York
Responsibilities as a production clerk included international and domestic shipping of product
including large stocking orders for overseas offices, provided freight quotes and shipping reports.
Processed shipped orders in financial system (QAD). Developed and maintained instruction guides
for UPS and FedEx shipping systems. Assembled software and data kits for order fulfillment in a
team environment. Produced data products using media duplicators. Oversaw production at
external locations. Received incoming deliveries . Warehoused incoming raw materials.
EDUCATION
Individual Studies, Associates of Arts Sept 1990 – December 1992
Hudson Valley Community College, Troy, New York
Studies focused on Calculus, Physics, Chemistry and Biology.
Saratoga Public High School, Saratoga Springs, New York Sept 1987 – June 1990
Graduated
ACTIVITIES & AWARDS
Map World 2000
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