Manager Customer Service

Clifford Sylvain

********@*****.*** 954-***-****

Objective: An entry level Software position that provides me an opportunity to contribute my

educational skills, background, and abilities for the advancement of the company.

SUMMARY of QUALIFICATIONS:

Possess technical acumen to learn quickly to perform and take on entry level QA or help desk

responsibilities.

Possess entry level software testing experience, executing test cases, and manual testing exp.

Ability to document bugs and provide reports to Sr. Engineers/Managers.

Quick learner. Ability to pick up newly trained skills and provide results.

Team Player and Independent Contributor. Ability to work with all levels of personnel.

Strong verbal and written communication.

Technical Skills: Microsoft Office Applications, Windows 8, Windows 7, Windows XP, Microsoft,

Microsoft Outlook, Android, IOS, Orion, Photoshop, Illustrator, 3D Studio Max, Maya, HTML,

XML, Motorola DAC, Bugzilla, App test Manager, VNC viewer, SQL 2008, Mercury Quality

Center, Handset testing, Set top box testing, Black box testing.

Education

Associates of Science Degree in in Video Game Design, Keiser University - Fort Lauderdale, FL

(2008)

WORK EXPERIENCE

Software Support Technician

Omnicomm System Inc. – Ft. Lauderdale FL, (10/14 – Present)

Provide support to OmniComm's customers in response to reported incidents

Provide recommendations for product configuration and proper usage. Provides available product

literature to clients as requested

Troubleshoot reported problems either directly with the customer or offline using all available

product information or through problem replication.

Provide workarounds/ recommendations to customers if available and thoroughly document any

research to add to our knowledgebase.

Increases systems knowledge by attending any internal product/process trainings as well as

selected external courses/seminars related to software, customer support and industry on an as

needed or annual basis. Self-studied to strengthen product knowledge.

Helps maintain the competitive edge of the products by contributing to the evolution of product

development through submitting enhancement ideas and forwarding client feedback.

Demonstrated mastery of multiple Omnicomm Systems products.

Responsible for following all assigned processes and procedures.

Provide customer support and on-call coverage during non-business hours including weekends

based on OmniComm’s contracted support procedures and team schedules.

Improve team effectiveness by disseminating problem resolutions and techniques to the entire

global Omnicomm Customer Care team

Recruiting Sourcing Specialist

Parallon Workforce Management Solutions – Sunrise FL, (11/13 – 10/14)

Responsible for searching internal database for active/inactive candidates.

Utilize CareerBuilder and other search strategies to attract candidates.

Evaluate resumes.

Recruit to the candidate matrix.

Search job boards for candidates.

Provide excellent customer service to candidates.

Manage initial candidate relationships to maintain satisfaction.

Strategize with teammates to accomplish weekly business growth goals.

Generate a pre-determined number of leads per day to pass along to staffing professionals.

Maintain accuracy of applications through inputting necessary criteria into internal database.

Account Support Technician

ISS 24/7 – Coral Springs FL, (08/13 – 11/13) (Contract)

Developed curriculum, conducting training classes for both internal employees and external

clientele

Provide help desk support by troubleshooting and responding to user requests and questions,

researching and reporting systems problems, and following up with the end users to ensure

satisfaction resolution of systems-related issues.

Excellent communication skills, also walked non-technical stakeholders through all software

features

Customize training delivery to meet client needs

Created new or revises existing training programs by researching systems and software

functionality, authoring participant and facilitator training materials, designing instructions, practice

and other learning activities, and developing other support materials, including PowerPoint

presentations, audiovisuals, graphics, job aids, and other documents

Evaluated and reported on training program effectiveness by developing pre- and post-tests,

surveys, and/or other methods and tools to assess learner understanding, and by reviewing other

Company reports to link training to overall performance and results.

Testing and troubleshooting software on multiple platforms including PC, MAC, BlackBerry,

Android, and IOS

QA tester

The Ashvins Group/Johnson Service group – Miami FL, (03/13 – 4/13) (Contract)

Expected to research and implement tools with the goal of

increasing development quality and productivity

Recognized issues (e.g. with requirements, design, implementation,

etc.) and works with appropriate resources to address and resolve

Seek and understand big picture/business cases behind individual

requirements

Software Technician/ Quality Control Inspector I

Ainsworth Gaming Technology – Fort Lauderdale FL, (12/12 to 03/13) (contract)

Responsible for ensuring that the correct software and firmware is available and working to

conduct build validation testing.

Responsible for establishing procedures and identifying areas of improvement which are

related to the manufacturing of Ainsworth Game Technology gaming orders.

Visual checks, internal testing, software identifications, and ETL testing.

Perform configuration, diagnostic and final testing of AGT products and associated

equipment, including printers, bill validators, and sign graphics.

Documentation, written and verbal communication to multiple departments for final order

verification.

SQA Tester

Tracfone Wireless/TekPartners – Doral, FL (3/12 to 09/12) (contract)

Documents and follows up on defect resolution using Mercury’s Quality Center to maintain

records of testing defects.

Worked in a fast-paced, and deadline driven environments.

Executed manual, web, and handset testing with Android, and IOS operating systems

Worked on projects in agile test environment

SOFTWARE INTEGRATION TESTER

Pace America/ ATR international - Boca Raton, FL (09/11 to 03/12) (contract)

Performed Software Integration testing of STB to identify bugs and issues prior to product

delivery to test department.

Produced well-structured, documented and maintainable test cases.

Executed test cases and documented results in accordance with defined test plans and

procedures.

Created clearly documented bug reports for anomalies found during test procedures.

ADMISSIONS ADVISOR

Kaplan University - Plantation, FL (01/10 to 09/2011)

Generated additional sales above my corporate goal, and my team's corporate goal.

Served as a liaison to students and internal customers and ensure appropriate lines of

communication to them.

Directed the student through the application, financial aid and quality control aspects for

enrollment.

Led the team in the absence of the manager.

Manager Trainee

Enterprise Rent-a-car - Fort Lauderdale, FL (04/08 to 01/10)

Applied and improve customer interaction skills by daily customer assistance and

satisfaction feedback.

Responsible for drawing up legal contract documentation for all rentals assigned to me,

and making sure all guidelines and stipulations were upheld.

Wrote an average of 100-150 contracts per month which were responsible for at least a

20% boost in branch revenue.

Nominated twice for top Manager Trainee in my region, and caused 3 branches to receive

top branch honors in my region.

Applied a highly self-motivated sales acumen to consistently grow personal and

organizational profit margins.

Built long-term relationships with clients resulting in growing the business through direct

referrals and return business.

FIRE DOG PC TECHNICIAN / TECH SPECIALIST

Circuit City - Fort Lauderdale, FL (10/06 to 04/08)

Exceeded monthly goal by an average of 32% while promoting an enjoyable customer

experience resulting in "up-selling" and "cross-selling" of a multitude of company offerings.

Expert in mediation of customer billing and adjustment inquires, complaints, and

resolutions.

Vast technical knowledge of products and training new hires on product knowledge.

Troubleshoot and repaired PCs by formatting and recovering of hard drives.

Upgraded and downgraded of PC operating systems.

Troubleshooting major and minor technical issues.

Contact this candidate