Customer Service Quality Assurance
Resume:
CHANA T. DAVIS
**** **** ****** *******, ***** **020 225-***-**** acqrj7@r.postjobfree.com
OBJECTIVE
I am an experienced MBA IT Professional seeking a position that will utilize my computer software, core strengths, professional and educational experiences to grow as an IT Business Analyst.
SUMMARY OF QUALIFICATIONS
13 years as an experienced IT Professional in desktop, helpdesk, programming, and application design
11 years of Customer Service experience in several industries
4 years of supplying, monitoring, and supporting drilling solutions and operations for an international oil drilling company.
3 years of assisting business analysts with gathering requirements, updating documentation, and testing system changes before deployment of any new applications
TECHNICAL and ANALYTICAL
Resolved trouble tickets regarding issues with Data Services and Real Time software, hardware, and service request issues
Troubleshot entitlement data services and real time requests regarding well data management issues
Completed certification courses as Subject Matter Expert in PALM, BLACKBERRY, IPHONE, and ANDROID smartphone OS devices
Trained new hires and team members in escalation process regarding smartphone and wireless device known and unknown issues
Researched and designed knowledge library for all customer service and data services employees
Participated in department transition program to integrate Wireless Data and Technical Support departments for Houston call center
Developed and design applications for department forms and processes for new department automated procedures
Debugged and reviewed JCL code submitted by each team member before submitting to department leads
Facilitated testing, training, implementation schedules for all new software upgrades and releases for employees and clients
Installed and presented software and new procedures to all department leads in production platform before releasing to employees
Trained leads and department trainers with new changes in procedures, software, and application developments
Documented technical manuals of processes, software, and hardware of all department new installations, software and hardware implementations according to departmental standards
Researched all vendors for software and hardware products purchased and used in IT department
Proposed changes to streamline department implementation phases for all full scaled assigned IT projects
LEADERSHIP and INTERPERSONAL
Designated as special personnel to process secured requests for five of the top ten global oil services companies in the world
Managed a retail store with $1.2 million dollars of inventory
Served as Team Lead providing additional support for Verizon employees and staff
Served as Subject Matter Expert for new release of all Verizon data devices
Generated daily, weekly, monthly and quarterly quality assurance reports for Tier 1 and Entitlement team members
Developed departmental training program, testing, and career advancement system for new and existing employees
Trained new hires and team members in escalation process regarding smartphone and wireless device known and unknown issues
Created weekly schedules for associates using monthly and weekly business reports
Presented bonus, promotions, salary increases and company incentive payouts to employees
Attended daily, weekly, monthly, and quarterly meetings to review company, department, team and employee goals for each fiscal year
COMMUNICATION
Facilitated online and conference training sessions for new online service request process
Assisted with creating technical documents for new releases, updates, and maintenance operations for drilling monitoring solutions
Attended weekly and monthly to discuss and prepare specifications for new and expanding projects for BEACON department
Coordinated daily, weekly, and monthly quality assurance meetings for team members
Documented technical manuals of processes, software, and hardware of all department new installations, software and hardware implementations according to departmental standards
Updated and organized engagement stations for retail store
COMPUTER SOFTWARE
Database
Software and Applications
Programming Languages
Reporting and Presentation
Active Directory
MS Access
ASP.Net, C, C++, C#,
Cognos
MS SQL Server
MS Windows Server
MS Excel
MS PowerPoint
HTML, JAVA,
JavaScript,
Crystal Reports, Gantt Charts, Pivot Tables
Oracle
MS Project
MVS, Natural,
SAP Business Objects
SAP
MS SharePoint
MS Visio
MS Word
QuickBooks Pro, QuickBooks Online
VB, VB.Net, XML
Technical Guides
EDUCATION
Houston Community College, Houston, TX
SAP FICO Certification Courses, Oracle and XML courses
SACS Accredited Summer 2010
University of Phoenix, Houston, TX
Master of Business Administration: GPA: 3.8
HLC Accredited Summer 2008
Louisiana State University, Baton Rouge, LA
Bachelor of Science Management Information Systems: GPA: 3.2
SACSCOC Accredited Spring 2001
PROFESSIONAL EXPERIENCE
THE LIMITED, Pearland, Texas
Sales Lead Manager Mar 2015
BAKER HUGHES INCORPORATED, Houston, Texas
BEACON Operator /Business Analyst 2011-2014
VERIZON WIRELESS, Houston, Texas
Wireless Data Coordinator/Data Support Team Lead 2005-2010
LA STATE DEPT OF SOCIAL SERVICES, Baton Rouge, Louisiana
Application Programmer II 2002-2004
Contact this candidate