Customer Service Manager
Resume:
John Frazier
Oceanside, CA 92057
Email: ************@*****.***
Primary Phone: 619-***-****
OBJECTIVE: To obtain a challenging position where my education, experience, and skills will be utilized.
EXPERIENCE:
Project Manager
2/2013 – Present Kelley Blue Book / Irvine
•Manage scope, schedule and budget for OEM digital advertising projects on consumer facing website (KBB.com)
•Articulate triple constraint to stakeholders, project team members and customers to drive successful completion of projects.
•Responsible for all workflow in the UX department across a wide range of projects in site design, promotions, email, content, advertising, and promotions. Shepherd projects from discovery through deployment, and oversee the implementation of all deliverables while managing the over-all project workflow to ensure adherence to scope, requirements, timeline and budget.
•Create, manage and moderate all meetings with stakeholders, cross functional team members and vendors to capture business requirements related to design, messaging, research and implementation of digital media products.
•Create, maintain, and revise project timelines, contractor budgets and report job progress to Senior Director UX, business owners and cross-functional team members.
•As one of the few people who cut across all UX clients, proactively advise teams with this special insight on site and user experience, campaign integration and branding.
Commercial IT Business Analyst
8/2006 – 11/2011 Abbott Vascular / Temecula
•Presently responsible to work with team to redesign all US Commercial SLAs
•Assumed role as ITSM Group Coordinator for US Commercial at beginning of 2011. Responsible for incident management and RCA for all Commercial applications.
•Assumed role as production support business analyst for Connect business system in 2010. Responsible for checking in, updating and coordinating peer and formal reviews of all Connect test documentation for all future releases.
•Assumed role from senior business analyst supporting Gfax & Connect application at end of 2009. Updated production support plan for both business systems.
•Became PCA for ATMS and Clinical training systems. Reviewed project documentation for accuracy to internal SDLC guidelines.
•Became business analyst at end of 2008 serving as liaison between business units, technology and support teams for RADAR & PRISM business systems. Wrote and updated all project documentation related to business systems.
•Assumed partial responsibility as sales operations manager for US commercial for 6 months. Provided work direction to staff of 10 employee across three locations nationwide.
•Assumed role as telecom manager for 400 AT&T accounts during Connect implementation for 2 years. Responsible for administration of voice and data plans. Worked with vendor to resolve account discrepancies & trained help desk in account support.
•Reviewed and tested design specifications for inventory system of drug eluded stents. Design specifications covered physical infrastructure design, software design of web based front end solution on .NET platform, software design of application designed for Windows Mobile 5 PDA device, and database design of SAP/P3K/MQSeries/SQL 2000 databases.
•Wrote test steps for validation of remote inventory management of PDA devices through Intellisync Mobile Suite. Test steps had to conform to GSDM and FDA guidelines.
•Deployed 500+ Treo 750 handhelds nationwide to the sales force in deployment trainings setup across 7 cities. Provided onsite technical support and training. Created deployment and support plan to distribute support devices for Sales Force with offices nationwide.
•Responsible for developing training documentation for PDA device setup and use.
•Designed Avaya system used to accept calls to 800 number. Created reporting on support tickets and call statistics.
Systems Engineer
1/2006 – 8/2006 Regard Corporation / Santa Monica
•Assisted in deployment and time sensitive troubleshooting for the game “RV Pile-UP” the first Blackberry game to be released worldwide in conjunction with a major motion picture. Enabled .cod MIME type in Internet Information Services.
•Responsible for account and device administration of company employees setup on Windows 2003 Server environment with a primary domain controller, an exchange server, a fileserver and multiple QA environments using base OS and VMware server. Applications and OS in use are Microsoft Exchange 2003 and Blackberry Enterprise Server 4.0 with all handhelds on Cingular OS 4.0.
•System and network maintenance performed for several clients of Regard with staff sizes of 5-40 users per client. Environments were setup on Windows 2003 Server, Exchange 2003, BES 4.0, Symantec Antivirus, GFI spam filter, and Netscreen firewall. Setup and administration of blackberry handhelds setup on multiple carrier plans and BES environments.
•Migrated and rebuilt fileserver. Migrated Exchange transaction log files along with public and private mail stores to larger hard disk. Rebuilt exchange server to have a hardware backup (Windows Mirror)
•Created test environments for QA and application development using DotNetNuke 4.0, Telerik controls, SQL 2000, Apache Tomcat and BEA Weblogic using Internet Information Services.
•Converted Apache Tomcat web server from batch file executable to service so that it could be run upon startup.
•Served as initial business analyst to develop third party software for the blackberry.
•Perform BES installs and server/device troubleshooting on a regular basis.
•Worked on short term project to provision devices in Lotus Domino R5 environment with BES 4.0
•Deployed and maintained all websites. Performed QA on websites. Performed cosmetic and function specific changes on website images, .asp pages and dotnetnuke pages.
PC/Lan Support Technician
6/2004 – 1/2006 Deloitte & Touche LLP / Los Angeles
•Answer support calls on Microsoft Windows operating systems (Win 95, NT, XP). Answer support calls for Microsoft Office Suite (97-2003). Responsible for supporting current releases of office applications to support integration with software developed exclusively for the firm.
•Responsible for traveling to new hire orientations and seminars to demonstrate BES 3.6 handheld devices and firm applications in classroom based trainings of approx 5-30 people. Performed follow up to insure that all employees were equipped to proceed with the curriculum for the week of orientation and training.
•Work face to face and over the phone with employees to troubleshoot and repair Blackberry and Treo handheld PDAs. Responsible for providing employee and client demonstrations of the installation and operation of all Blackberry and Treo devices supported across multiple providers. Responsible for insuring that all account information was gathered so that devices could properly be set up on the Blackberry Enterprise Server.
•Answer support calls for over 400 applications used by Deloitte. Applications exist on multiple platforms from client server to web based to terminal based software and hardware. Answer support calls for Aventail and MCI Access Manager VPN and dial up clients
•Work face to face with employees at their desks or at the walk in clinic to troubleshoot and repair HP and Toshiba laptops.
Business Analyst
10/2002 - 6/2004 Agribuys / Torrance
•Answered calls from customers on how to use web based e-commerce platform.
•Administrated Microsoft Exchange 2003 server
•Created online help web pages using RoboHelp web authoring application.
•Trained all other departments and customer service department on operation of online application in classroom, conference call and boardroom trainings and presentations.
•Updated technical documentation reflecting business process rules updates and changes.
•Created technical documentation detailing specifications of new software releases and requirements.
•Added and updated category database tables using front end interface.
•Gave product demonstrations to new clients and release demonstrations to employees and existing clients.
•Configured and adjusted voice mail, name display and phone extensions using NEC NEAX 2000 IVS voice mail server. Added new users and performed phone extension moves. Performed telecom troubleshooting.
Computer Technician
8/2001 - 9/2002 Sparkletts One Health Plan / South Bay
•Used Ghost to image PCs for deployment. Moved and set up network connections from end users PCs to the patch panel on the IDF switch.
•Responsible for assisting telecom rep in manipulating phone wire on the punch down block to transfer extensions, create new extensions, and troubleshoot wire connections.
•Performed system administration of Windows 95 and Windows 2000 PCs. Given domain admin access to configure email accounts and active directory accounts.
•Set up call center for health care company.
Information Systems Specialist
6/2000 - 6/2001 AT&T Broadband Los Angeles / California
•Responsible for operation of all billing system hardware and software for Cable Company with critical business system devices in the South Bay and Northern CA. Responsible for maintaining connection between the call center, dispatch, head end, and addressability with the data center in Stockton. Responsible for digital video addressability and for hardware used to control digital video. Configured and performed troubleshooting for all problems on DAC 6000 hardware. Was on 24 hour support and part of group responsible for 99% + uptime.
•Performed backend SQL programming and queries within Cable data software.
•Performed backend scounix queries and commands on System Manager 30 and DAC 6000.
•Performed troubleshooting for terminal servers, RF modems, workstations, and dummy terminals.
•Answered all problems relating to video, audio and system connection for Cable Company received from call center, dispatch and the warehouse.
Help Desk Representative
7/1999 - 6/2000 DirecTV El Segundo / California
•Answered all calls for critical business systems that all DirecTV employees and vendors either used on a daily basis or interfaced with. Performed troubleshooting for software problems for: Windows 95, Windows NT, Clarify, Microsoft Word 97 and 2000, Microsoft Excel 97 and 2000, System 7, Gabriel, HOLOS, VPN operating system, Remote Interface, and U-Page. Handled calls, walk in clinic, and fax requests for account setup within Clarify, U-page, Microsoft Access, Gabriel, User Manager, and Novel Networks Admin.
Sales Representative
8/1996 - 11/1997 Fry's Electronics Manhattan Beach / California
•Gave product knowledge and customer service for all merchandise in audio, video, appliance, and telecommunications department. Was given merchandizing responsibility for entire department. Provided technical support and processed merchandise returns at the front counter.
Assistant Manager
8/1995 - 8/1996 Ritz Camera Los Angeles / California
•Supervised employees providing customer service for national retail chain. Had responsibility for all store procedures in the absence of the manager. Made employee schedule. Was in charge of one-hour lab. Handled all employee complaints, contests, and recommendations for advancement. Opened and closed store. Was responsible for the keys to cash register, front gate, counter display, and emergency door.
Assistant Manager
12/1992 - 3/1994 Captron Software Culver City / California
•Gave product knowledge and advice to customers in the selection of computer software and video games. Maintained a complete professional demeanor when faced with customer conflict. Promoted to take responsibility for all store procedures in absence of manager.
SKILLS: Cable Data Software Certified Tech, PC Tech, SQL 2000, System Manager Tech, DAC 6000 Tech, Visual Source Safe, Robo-Help, Microsoft Front Page, Windows Server 2003, Exchange 2003, GFI Mail Essentials, BES 4.0, ASP.NET 2.0 components, Telerik and DotNetNuke controls, Apache Tomcat, VMWare Server, Windows CE, SDK Tools, PHM Registry Editor, Activesync 4.2, Desktop Manager 4.2, SOTI Pocket Explorer Enterprise, Socket Scanner.
REFERENCES:
Annette Rodriguez – Senior UX Researcher
Tim Van Kouwenberg – Manager, Interactive Ad Design
Michelle Clark – Campaign Manager, Product
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