George C. Glasgow

**** ***** **. ************, ** 19150 Phone: 267-***-****

Email:ad3zme@r.postjobfree.com

EXECUTIVE SUMMARY

Expertise in training, customer service, Help Desk, project management, business processes and software development. Proficient with the analysis, design, development, testing and implementation of procedures and software applications. Skilled communicator to the user community to help identify business challenges and propose solutions. Skilled in research and reporting. Expertise in technical writing creating user guidelines, user manuals and training material for staff and users. Excellent with communication, interpersonal, and focused.

ACADEMIC PREPARATION

•Bachelor of Science Degree: Computer Science

Lincoln University, Lincoln, PA May 2001

•Certified Scrum Product Owner® (CSPO®) January 2022

TECHNICAL SKILLS

•Microsoft Office Suite

•Crystal Reporting

•SQL

•Linux

•OS X

•Android

•Google Workspace

•HTML

•Windows NT/2000/XP/7/8/10/11

•Visual basic

Resource For Human Development 2019-Present

Avatar Support Analyst

•Ensured all service desks SLA's were met while providing excellent customer service.

•Responsible for managing the ticketing system by assigning tickets to staff Using Connectwise Ticketing system

•Escalate issues or to 3rd party vendors

•Create and update training documentation and technical procedure documentation.

•Responsible for creating testing scenarios and testing software

•Revise procedures and instructions to streamline them to meet or exceed SLA’s

•Handle User Access and Termination Request

CONSULTING/CONTRACT EXPERIENCE

Walt Reeder Entertainment 2012 – 2020

IT Manager

•Analyze business processes and functions to streamline and update current procedures and processes.

•Talk with managers and users and help identify business problems and propose solutions.

•Responsible for all purchases, repairs and upgrades of the network and the PC’s that is on it.

•Responsible for researching and purchasing all office equipment and technology.

•Created and maintained contact database using Access 97 and SQL server 2008.

•Created a fax program that faxed advertisements to potential clients using Access with VB back end.

•Created lead database used for adding new leads for the marketers to call and email using Microsoft Access with a VB backend.

•Write training documentation and manuals

CAREER PROGRESSION

Merakey (Formally known as NHS) 2018- 2019

Clinical Services Technician Tier 3

•Assist Callers with customer support for a plethora of applications including Windows OS, Microsoft Office Suite, Avatar, Clinician, and other Netsmart Products

•Responsible for updating and resolving tickets in a ticketing system called footprints within agreed SLA

•Create and update training documentation and technical procedure documentation.

•Support Methadone Clinics all over the east coast with the dispensing systems and the Avatar software that controls the dispensing systems

•Service and support label printers, computers and card scanners in clinics

•Creating training material including PowerPoint presentations and conducting trainings

•Creating testing scenarios and testing software

•Responsible for updating Avatar informational pages using HTML

•Resolve software and hardware issues with third party vendors

•Research new products, software and technology for replacing and upgrading current equipment

NHS 2015- 2017

Service Center Agent

•Assist Callers with customer support for a plethora of applications including WindowsXp to Windows 10 Microsoft Office2016 to 365 Suite and support basic Networking issues.

•Responsible for updating and resolving tickets in a ticketing system called footprints within agreed SLA

•Monitoring and training new employees

•Over the phone troubleshooting hardware issues on computers ranging from WindowsXP to Windows 10

•Handled the tasks of creating and running reporting for the department's calls and unresolved issues using exports to excel from the call and ticket system to create comprehensive reports.

•Create and update training documentation and technical procedure documentation.

•Create an in-house wiki for training articles and update to help resolve issues

Philadelphia Health Management Corporation, Philadelphia, PA 2002 – 2012

Business Analyst/Senior Computer Programmer

•Responsible for creating, managing and maintaining eight business applications within P.H.M.C.

•Interfaced with business users to prepare and update Business Process Requirements and Software System Requirements.

•Documented Software System Requirements; updated System Change Request.

•Gathered and defined Business Requirements while managing the risks to improve business processes and translated the requirements into systems solutions.

•Developed UI Screens (Wireframes) as per the requirement.

•Using SQL Server 2008 using Google maps API, Visual Studio 2010 created a mobile application for the Tobacco Sales Enforcement Agency. This application tells agents their assignments using Google maps API. There is also an administrative component for scheduling and reporting. Create queries and reports that reconcile 3 million plus dollars of government funding and create databases that stored client demographic data, medical data, and aid given to them through government funding. Create fiscal reports.

•Using Microsoft Access and SQL Server 2008 created an Information Referral Database which was used to track incidents of the elder abused and find resources to help them; created an Information Referral Database which was used to track incidents of the asthma attacks. This information was then transferred to SPSS to be used for research on Asthma; created a database that tracked grocery store gift cards given out by scanning the cards and receipts with a hand held barcode scanner.

•Trained the end users group and documented the functional instruction/ user guidelines for the application.

•Researched and purchased devices and supplies to work with the database to make data entry easy

Kimmel Group, Mount Laurel, New Jersey 2001 – 2002

Programming Analyst/ Messaging Technician/Helpdesk

•Conducted training classes introducing various email products and offices suites to staff.

•Performed duties associated with the helpdesk and technical support.

•Participated in the rollout of new computers for the city council and other departments in the city of Philadelphia.

•Created new modules and updated the constituent service system database for the City of Philadelphia City Council

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