Customer Service Quality Assurance

Jerome V. Ragland

**** ********** *****, *******, ** 27520

919-***-**** / *********@*****.***

A challenging career where resourceful experience and academic skills will

add value to organizational operations

QUALIFICATIONS

Five years of experience and progressive accomplishments in software and

hardware technical services. Proven versatile professional with strong

dedication to customer satisfaction. Results-oriented with strong

analytical, planning and organizational skills. Hands-on leader with the

ability to implement new strategies and projects from start to finish.

Ability to adapt to change to meet the work requirements of the

organization. Proven success in relating and communicating with people at

all levels of an organization. Excels under pressure in a fast-paced

environment.

CORE STRENGTHS

? Strategic Planning ? Leadership ? Team Building ? Customer

Relations ? Productivity & Efficiency Development ? Strategic Planning ?

Leadership ? Strong Problem Solving & Troubleshooting Skills ? Customer

Relations ? Extensive knowledge of cGMPs and regulatory requirements

combined with how they apply to the vaccine/pharmaceutical industry ?

Policy and Procedure Compliance ? Communication ? Interpersonal Skills

TECHNICAL PROFILE

. Protocols: RIP, EICRP, 0SPF,SNMP, VLAN, ISDN, TCP/IP, T1 AND E1

. Software: Passport, Aspen, SAP, Linux VMware, Ms Office/Word/Excel, Power

Point, Access Windows 2000 Pro, Cisco, Windows XP, Windows Server 2003-

2007, Windows Vista, Windows 7, Microsoft Visio

. Hardware :Firmware upgrade, Reconfiguring hard drives, Network

installation, Cisco Routers, IBM compatible Hardware, PC designing,

implementing and troubleshooting LANS and WANS, Scripted store

integrations

CERTIFICATION

. Cisco Certified Network Associate, Nov. 2005 Cisco ID#CSO1052461

EDUCATION

. University of Mount Olive, Research Triangle Park, NC - BA - Management

Information Systems

PROFESSIONAL EXPERIENCE

Sterile Supply Production Team Lead - Merck, Durham, NC

2012 - Present

. Responsible for the assembly, inspection and proper sterilization of

equipment according to FDA and GMP specifications.

. Independently operate and monitor autoclave.

. Ensure proper labeling and inventory management through the use of

SAP.

. Demonstrate knowledge of SOP's, playbooks, and GDP/GMP protocol.

. Consistently follow safety guidelines and communicate potential safety

or compliance events.

. Train new employees on GMP/FDA procedures to foster a collaborative

work environment.

Product Expert - IContact, Morrisville, NC

2012 -temporary

. Respond to technical support, billing, and customer service issues from

external customers and trial users.

. Document cases and follow-up on issues from inception through resolution.

. Troubleshoot customer challenges and help them with email marketing

tools.

. Detect and resolve problems with customers' HTML messages.

. Handle escalations from Tier I Support Representative.

Materials Specialist/QC - Grifols Pharmaceuticals, Clayton, NC

2011 - 2012

. Scanned receipts into shipping web based inventory system from various

vendors.

. Picked products and materials for delivery to various departments.

. Quality Assurance of completed orders and product list.

. Constantly identifying methods to improve efficiency and taking

necessary steps to implement them.

. Bi-weekly and monthly cycle counts to verify quantities.

. Sanitized products for placement in clean room environment.

. Interfaced with senior staff including QA,Logistics and Production

supervisors

Process/Chemical Tech - Sandoz Pharmaceuticals/Aeroteck, Wilson, NC

2010 - 2011

. Read and practice FDA, ICP, SOP's and cGMP's

. Retrieved daily orders for chemical process to compress drugs into

tablet form.

. Verified documents of finish product with printed data and weight

verification using SPC and Fette read out.

. Generated and maintained standard operating procedures, protocols,

qualification and validation documents, chain of custody, and any

other documentation necessary for regulatory compliance.

. Disassembled and sterilized machine for next product procedure to be

processed in a clean room environment.

. Sampled and tested products in specification according to BPR, SOP,

and FDA validation.

. Interfaced with senior staff including QA,Logistics and Production

supervisors

Data Equipment Tech - Progress Energy, Raleigh, NC

2008-2009

. Entered equipment request and changes into database to create work

orders for field techs to complete preventive maintenance.

. Searched the database for equipment installation and removal of

obsolete entries.

. Interviewed subject-matter personnel to get facts regarding work

orders submitted by maintenance supervisor, and test specialist.

Point of Sales Engineer Team Lead -SMA Microsystems, Raleigh, NC

2003-2008

. Configured, integrated and test POS platforms/software, printers and

other peripherals for over 3500 full customized stores before

deploying to customer's locations: Wendy's, McDonalds, Dominos Pizza,

Big Lots, and Apple Bees.

. Configured and shipped approx. 780 Cisco routers for Big Lots

locations to transmit data back to the corporate office.

. Tested systems to ensure elimination of bugs or viruses

. Provided technical support for each customer during implementation.

. Configured servers, desktops and hard drives for disaster recovery and

failures for retail locations.

. Trained new Technicians on the implementation of new processes and

procedures.

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