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John A Howell, Jr

**** *********** ***.

Harrisburg PA 17112-4225

717-***-****

adrteq@r.postjobfree.com

SKILLS

CUSTOMER EXPERIENCE PROFESSIONAL, including customer interface to enable guest experience satisfaction & troubleshooting, creating a positive environment to enable support services, problem resolution and enhancement of the customer relationship, support and troubleshooting for all corporate products & services, plus Video, High- Speed Broadband Internet and Telephone services; BUSINESS MANAGEMENT, Project Management, Organizational Development, Goal-Setting, Planning, Systems and Forms Development, Research; WEB SITE DEVELOPMENT, Consulting, Maintenance and Optimization. E-Commerce. Search Engine Position Tracking and Optimization; COMMUNICATIONS SYSTEMS and NETWORKING, for High-Speed Broadband Data Networking and Support, including Fiber-Optic T1 spans and equipment, circuit management, troubleshooting; COMMUNICATIONS SYSTEMS INSTALLATION AND MAINTENANCE, including Residential High-Speed Data and Telephone Systems, Business Telephone Systems, Digital and Analog system Problem Resolution; SALES and Sales Management, Sales Training; TRAINING, including Experiential Education and Web-Based training methods; WRITTEN AND ORAL COMMUNICATIONS, including Public Speaking, Business Communications, Creative Writing, Technical Manuals, Forms Design, Advertising Pieces, Newsletters, “Ghost-Writing” of articles for management and corporate officers; PERSONNEL RECRUITING and Evaluation; PERSONNEL SUPERVISION (to staff of 15), Motivation, Training, Experiential Education, Adult and Adolescent Education, Team-Building, Counseling, Media Production, Security, Interpersonal Relations, Sense of Humor.

COMPUTER EXPERIENCE includes a wide variety of PC-based stand-alone and networked environments for business and personal applications (Windows environments). HELP DESK/CONSULTANT. WEB SITE DEVELOPMENT using HTML, WYSIWYG editing tools, plus ISP liaison and Domain Name registration and maintenance. WORD PROCESSING and DESKTOP PUBLISHING experience includes use of Office (Word, Publisher, PowerPoint), and WordPerfect. SPREADSHEET and DATA BASE experience includes Excel, Access. Additional software experience with GRAPHICS and UTILITIES including multiple Anti-Virus products, and enhancements. Have been involved in PC System Configuration and Design, Purchasing, Installation (both desktop and notebook platforms), Maintenance, Upgrades for business and personal use, as well as coordination of computer systems for several non-profit organizations. COMPUTER PROGRAMMING using several versions of BASIC, MACRO and Assembly languages.

EMPLOYMENT EXPERIENCE

2016-2022 GUEST EXPERIENCE AGENT, Hershey Entertainment & Resorts, Hershey PA Customer/Guest Interface in-person and Call Center to provide information for Admissions and Season Passes for HersheyPark. Includes all aspects of sales processing, information gathering, problem resolution, account management, account security, upgrades, renewals and guest satisfaction. 2005-2016 CUSTOMER EXPERIENCE ASSOCIATE/CUSTOMER ACCOUNT EXECUTIVE, Comcast Corporation, York PA Multiple phases of Customer Support for Internet, Video and Telephone Service products. Includes activation and troubleshooting of customer premise equipment, transitional sales for system upgrades, consultant for all phases of operational support for residential accounts. Includes support for knowledgeable and technically challenged customers, to enable first call resolution – to minimize the need for a customer to wait for a technician to be dispatched to the residence.

2003-Present OWNER/WEB CONSULTANT, Impressions Online, Harrisburg PA Consultation, design, maintenance, and optimization of web sites for small-to-medium sized businesses, associations and non-profit organizations. Includes creative design, coding, and optimization of content to ensure priority placement on the most popular domestic and international search engines. Tracking of traffic and search engine rank. 1997-2010 DEMONSTRATOR, Dremel Tools, division of Robert Bosch Corporation, Racine WI Demonstration of full line of DREMEL products and accessories, including high-speed rotary tools, scroll saws, sanders. Demonstrations are conducted seasonally (weekends) and during store openings and special events in home centers throughout Pennsylvania and Maryland. 1989-2003 (full-time) OFFICE MANAGER, PHONEPOWER Inc., Altoona PA 2003-2004 (part-time) Overall P&L responsibility for management of Telephone Answering Service for up to 400 Subscribers. Supervision up to 15 supervisory and professional staff, including Training and Motivation programs, Hire/Fire responsibilities. Customer Service, Inside and Outside Sales, and Technical Support [including problem identification and resolution] for Answering Service, as well as Paging Services, Voice Mail and Cellular services. Website design and maintenance. Interface with Phone Companies (Local Exchange Carriers and Long-Distance Network Providers) and vendors. Inventory management, business research.

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1975-1989 RECRUITING and PLACEMENT SPECIALIST

1988-1989 EXECUTIVE RECRUITER, H R Search, Chicago Specialist in nationwide recruiting and placement of mid- and upper-level management personnel and specialists in the Hospitality, Restaurant and Retail industries. Research, candidate sourcing and evaluation, client and candidate consultation and development, interview training, marketing, pre-employment negotiations, new market development, career planning, resource development. 1988 NATIONAL RECRUITER, The Pine Factory, Ashland, VA National recruiting specialist for mid- and upper-level management personnel for a manufacturer and retailer of pine furniture. Developed recruiting plans for regions and stores throughout the country. Research, candidate sourcing and evaluation. In-house consultant on training and recruitment.

1986-1988 SUPERVISOR and EXECUTIVE RECRUITER, Tigre Search, Harrisburg PA New market and territory development. Same responsibilities as HR Search, above 1977-1986 OWNER/PERSONNEL CONSULTANT/RECRUITER, Phoenix Personnel Services, Inc., Harrisburg, PA Specializing in Data Processing placements plus experienced professionals in Engineering, Finance, Banking, Personnel Administration and Business Administration. Full P&L responsibility, training, market research, client and candidate consultation and development, resume consultation and preparation, advertising, systems development, out-placement, liaison to professional business associations. 1975-1977 GENERAL MANAGER/PLACEMENT SPECIALIST, Jobs, Inc., Harrisburg PA Vocational Counseling, interviewing, personal counseling and placement, business management, liaison to Dept of Labor and Industry, assisting firm to re-define mission and procedures. 1974-1975 DISTRICT STAFF/TRAINER/STORE MANAGER, Southland Corporation (7-Eleven Stores), Harrisburg, PA Management of three 7-Eleven Stores, training personnel for District, merchandising, ordering, banking, records, and reports. Represented corporation to Franchise Owners, training of new owners, transmitting records and operational supplies between stores and offices, supervised closing of stores, liquidation of merchandise/equipment, re-organization of stores, improved community relations for store in depressed area. 1970-1974 PASTOR, Central PA Synod, Lutheran Church in America 1973-1974 PASTOR, Lutheran Church of the Redeemer, Williamsport, PA All phases of Parish Ministry; Administration, Program Coordination, Youth work, Counseling, PR, Worship, Education, Staff coordination (5 part-time employees plus 7 committees), improved communications & office procedures, built new Youth Program, leadership in Youth Work at local, regional and national level, strengthened ministry to elderly and shut-ins, activated lay involvement in all phases of ministry. 597 baptized members.

1970-1973 PASTOR, Starview-Saginaw Lutheran Parish, Mt Wolf, PA All phases of Parish Ministry (see above). 300 baptized members. Enabled two very different congregations to work together, developed new programs for Youth Work, lay education. Enabled parish that was geographically and ideologically isolated to become involved in work with neighboring congregations. Supervised regional youth contingent of 26 youth to 10-day national youth event. Leadership beyond congregational level.

EDUCATION and PROFESSIONAL DEVELOPMENT

Hershey Entertainment & Resorts – Ongoing training to maintain and improve skills for Customer/Guest Services. Comcast University – 10+ years to improve and upgrade skills for Customer Relations & Technical Upgrades for a rapidly-evolving array of products and services. Lutheran Theological Seminary at Gettysburg – M.Div Danville State Hospital – Clinical Training Allegheny College – BA Sociology National Assn of Personnel Consultants – CPC (Certified Personnel Consultant) Harrisburg Area Community College – Computer Science courses Other Education and Formal Training:

• 50+ years continuing education and professional training in Information Technology, Computer Sciences, Sales, Motivation, Recruiting, Business Management, Call Center Management, Human Resource Laws, Leadership Training, Agency Law and Ethics, Dog Training.

• Human Resources Training includes:

• Consultation Skills Training. Experiential Education Design Skills (multiple phases).

• Synthesizing Lab in Transactional Analysis, Leader & Parent Effectiveness Training, Participation Training and Theological Integration.

• Advanced Laboratory in Personal Growth and Group Process (multiple phases).

• Numerous Youth-oriented seminars on Youth Counseling and Adult/Youth Dialog and Encounter. Page 3 of 3

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OTHER PROFESSIONAL ACTIVITIES

• Event Coordinator for professional associations, including conventions and specialty events for up to several thousand people.

• Active in trade and professional associations during all periods of employment.

• Participant in conference and training opportunities of the Atlantic States Telephone Answering Association.

• Active at both local and state level for the Pennsylvania Association of Personnel Consultants, including President, Vice-President, Conference Chairman (4 yrs) and Board Member. Recipient of WL Blanchet Memorial Award (highest honor in PAPC for outstanding service, professional and ethical activity).

• Liaison to business and professional groups such as Data Processing Management Association, Administrative Management Society, Professional Associations, Chambers of Commerce.

• Public speaking engagements at colleges, high schools, business and professional groups on career planning and job search methodology, with audiences of both experienced professionals and entry-level individuals.

• Instructor for Dog Training Classes (25+ years), Redfern Canines & Obedience Training Class of Harrisburg, using Positive Reinforcement.

• Photographer & Graphics Designer, in support of several business, professional and volunteer organizations.

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