Customer Service Management

Thomatha L. Goode

*** ***** ***** #**** *******, AL 35758 256-***-**** *********@*****.***

SUMMARY OF QUALIFICATIONS

-Master of Science – Management, Information Systems Security

-Bachelor of Science - Business Administration, Management Information Systems

-10+ years of professional experience at various companies supporting contract work for the Department of Defense (DoD); responsibilities included--

Managing the software development lifecycle of web applications supporting the Army Logistics Support Website

Performing functional testing on new software releases, identifying and documenting software defects, and writing procedures

Analyzing the software requirements from test data documents to verify what functionality needed to be tested.

Developing test documentation and conduct test cases to verify each software fix/change associated with correcting a software design deficiency or enhancement.

Working with development team and suggested what products/systems needed to be developed to input post test results(TIRs, environmental data, and rocket shelf life reports) provided by DoD.

Collaborating with team members, functional leaders, and management to formulate, define, and capture business requirements for application development

Tracking and managing code changes; developing new and editing existing code

Evaluating web-based applications for deficiencies

Compiling requirements to write software design documents (SDDs) and user technical manuals

Analyzing, designing, developing, testing, and maintaining an Access database in support of the Army Logistics Support Website

Creating forms, developing code, and designing applications that support automated applications used by soldiers

Assisting with creating accreditation packages known as System Identification Profiles (SIPs)

Conducting quality assurance reviews to ensure accurate reporting data

Preparing PowerPoint presentations for executive meetings and monthly reports

Writing technical user guides (design, format, and graphic content) for printing and training purposes

Performing SQL scripting

Proficient with Microsoft Office Suite - Word, Excel, PowerPoint

Possess exceptional organizational, multitasking, technical, and communication (verbal and written) skills

Exceptional analytical, troubleshooting and problem solving skills

A quick learner, able to absorb new material with ease

DoD AGENCIES Supported

Marshall Space Flight Center (NASA)

Aviation and Missile Research, Development and Engineering Center (AMRDEC) RAM

Logistics Support Agency (LOGSA)

Missile Defense Agency (MDA)

U.S. Marine Corps (USMC)

Defense Contract Management Agency (DCMA)

TECHNICAL PROFICIENCIES

-Platforms/OS:

Windows 7, Windows XP, Vista

-Web Servers:

NT Server Enterprise, Galaxy Sun Microsystems

-Software:

CorelFlow and CorelDraw, Dreamweaver UltraDev 4.0, Adobe Photoshop, FrontPage, Microsoft Office, PVCS, BaaN

-Database Tools:

Access, Oracle

-Scanning Tools:

-Browsers:

eEye Retina

Internet Explorer, Chrome, Firefox

-Languages:

SQL, HTML 4, COBOL, XML, CSS

Thomatha L. Goode 256-***-**** *********@*****.*** page 2

WORK HISTORY

Convergys (Support Comcast Cable) - Huntsville, AL Present

Technical Service Representative - Remote virtual call center agent that provides front line customer service and resources, troubleshoots products and equipment and resolve technical issues, address billing issues, promotes and sell new products and services

Sitel (Supported Macys and Bloomingdales) – Huntsville, AL 2014 to 2015

Customer Service Representative – remote virtual call center agent that is responsible for answering and handling inbound calls for Macys and Bloomingdales customers as well as conducting outbound calls for follows up as required.

-Greets the customer and answer questions about products and help find items on website.

-Provides excellent listening and interpersonal skills.

-Assisted customers with their problems by phone.

-Helped customers place new orders easily as well as fix existing orders.

-Consults with supervisors concerning important and serious matters pertaining to customers.

-Entered and updated new customer details in the customer relationship management software according to administrative guidelines.

Lyons HR (Contractor supporting adtran inc.) – Huntsville, AL 2014 to 2014

Functional Test Operator – requirements include experience testing all manufacturing broadband, optical, Ethernet, UC, router, switch and wireless communication products.

-Responsible for performing testing and analysis on products to determine failure mode reported from customers

-Ensured that the product under test fulfilled its functional specifications using diagnostic testing software, equipment, and test racks

-Occasionally used written test procedures that provided automated or manual test instructions

on how to test and setup the product, and on how to use the automated test stations required for testing

-Other responsibilities included; entering commands at a computer terminal, downloading firmware on the products, and setting controls on computer and peripheral devices

-Duties consisted of emulating or simulating the operational environment of the product in order to check its correct functionality by connecting and setting the devices up using network cables

-Monitored and responded to operating error messages. Entered the products defective failure data and results after testing into a tracking system (BaaN Enterprise Resource Planning software) to record the status of its failures, location, and shipping date

Alabama Cleaning Service & Southern Management – Huntsville, AL 2012 to 2014

Custodian – cleans facility offsite and onsite Redstone Arsenal, AL.

-Cleaned building floors by sweeping, mopping, scrubbing, and vacuuming them

-Gathered and emptied trash

-Serviced, cleaned, and supplied restrooms

Unemployment Gap 2010 to 2012

Independent Study at the University of Alabama in Huntsville and Volunteer Work

Systems Studies & Simulation, Inc. (AMRDEC RAM Contract) – Huntsville, AL 2007 to 2010

Senior Specialist - supported the Precision Fires Rocket and Missile Systems (PFRMS) Product Assurance and Test Contract

-Successfully reviewed, organized, managed, gathered and analyzed real-time test results from test events. Entered and tested individual rocket component test data items, flight reliability, failure reports, test incident reports (TIRs), environmental test results and flight test reports into a relational database, verified corrective actions of data and applications

-Recommended or identified solutions to the development team. Evaluated and reviewed test data for accuracy. Supported development of test material

-Understanding of software and hardware design/drawings, debugging, and troubleshooting

Thomatha L. Goode 256-***-**** *********@*****.*** page 3

-Performed functional and manual web based user interface testing on new software releases and evaluated web-based applications for deficiencies; documented software defects and developed and executed test plans/procedures to recreate the defects

-Reported and entered defects into an established tracking tool and system

- Provided operational testing at both component and system level to evaluate the performance again the expected standards

- Created flow charts that explained the testing process using six sigma methodology

-Gathered data which was used to create, update and write technical user guides for each system/subsystem. Material was used for training purposes

-Met with functional leaders and management to discuss and plan guidelines and criteria for documentation of a system or program; hands-on approach in communicating with the development team

Advanced Systems Development (MDA Contract) – Huntsville, AL 2006 to 2007

Database Architect - supported the MDA Information Assurance contract

-Effectively provided database development, design and support by populating and maintaining a relational database management system with Ground-Based Midcourse Defense (GMD) Certification and Accreditation requirements under directives (DoD 5200, 8500, GCD, etc) using Microsoft Access

-Researched System Security Authorization Agreement (SSAA) documentation requirements to assist and create accreditation packages known as System Identification Profiles (SIPs) for the following GMD systems:

oCobra Dane Upgrade (CDU); Embedded Test (ET); Upgraded Early Warning Radar (UEWR); Command Launch Equipment (CLE); Communication Node Equipment (CNE);

GMD Fire Control (GFC); GMD Communications Network (GCN); and X-Band Radar (XBR) under the DIACAP standards

SPS Technologies (NASA & DCMA, 2-week contract) – Redstone Arsenal, AL 2005 to 2005

PC Migration Technician

-Performed a large scale migration of end users data and applications from the old PCs to the new PCs using Data Direct version 1.3

-Installed, configured, and tested PC’s after migration

Computing Technologies, INC (LOGSA contract). – Huntsville, AL 2000 to 2005

Programmer (2002 - 2005)

-Compiled requirements to write the software design document (SDD) and the user technical manual

-Recorded and managed code changes and performed application and maintenance

-Maintained graphical user interfaces (GUI) internet and intranet sites in support of Army websites

-Experience detecting vulnerabilities, bugs and defects using the Bugzilla tracking tool

-Designed and created graphical images; developed new and edited existing code

EDUCATION & TRAINING

Master of Science – Management, Information Systems Security (2004)

Colorado Technical University – Colorado springs, co

Relevant MSM Coursework: Security Certification and Accreditation; Information Systems Security, Information Systems Security Management, Project Management

Bachelor of Science – Business Administration, Management Information Systems (1999)

University of Alabama (Huntsville) - Huntsville, AL

CONTINUING EDUCATION

Test and Evaluation Foundation • Requirements Development • Data Collection • Analysis and Reporting • Test Design Planning and Conduct • Systems Validation and Verification • Networking Essentials • Microsoft NT Server 4.0 • NT Server Enterprise 4.0 • NT Workstation • TCP/IP for NT 4.0 • CompTIA A+ Training Class • Security +

Clearance Level – Secret – Currently not active

Contact this candidate