Call Center

JERAMY A. HAMMER

*** ******** **., ************, ** 23185

Cell phone: 802-***-****

********@*********.*** / linkedin.com/in/jeramyhammer

SUMMARY OF QUALIFICATIONS

Technical Customer Support Engineer known for consistently improving customer satisfaction by driving process and design changes to meet customer needs.

Skilled at supporting individual customers, proactively responding to customer wants and needs to maintain and improve business relationships.

Demonstrated customer focus, tracking problems to completion, documenting repetitive problems, and acting to prevent reoccurrence.

Leader in multiple product disciplines including marketing, design, test, quality, production, customer support and training.

TECHNICAL SKILLS

Software: Microsoft Office – Excel, PowerPoint, Word, Outlook, Project, Lotus Notes

Programming languages: FORTRAN, APL, Assembly Language, TCL, C

Operating Systems: HP-UX11, Sun Solaris, IBM UNIX, Linux, Windows, Windows 16 Server

Semiconductor design tools: IBM, ModelSim, Cadence, Synopsys, HSPICE

Networking: Networking, Switch & IOs, IP & Routing, Subnetting, IPv4/6 Static routing, VLANs, Access Control list

Additional Relevant Experience: Microsoft Security, Computer Network, Cloud Security, Linux Security, Network

PROFESSIONAL EXPERIENCE

Custodian

Handled trash and recycling.

Mopped, Vacuum, and cleaned floors in the common areas, Guard house, Wood House, Fitness Center, Apartments and Villas

Cleaned toilets in bathrooms and followed on bathroom supplies.

Housekeeper

Residents room cleaning and maintain overall cleanliness of the facility.

Laundry for residents and nursing

Customer Service Representative

Provided customers with requested information about their health care coverage benefits, costs, and payments.

Assisted customer using the Vermont Health Connect website.

Design & Software Engineer

Implemented FAA DO-178 Software Certification for helicopter fuel gauging systems using LDRA tools to track requirements and verify test coverage.

Created, debugged, and tested embedded software for fuel gauge indicator using C programming language and PIC18F microprocessor.

Created test harnesses and programmed test equipment for fuel gauging component test equipment using Visual Basic

Tested and debugged fuel quantity gauging hardware: AC and DC probes, analog and digital signal conditioners, and analog and digital indicators

Responsible for quality team updates to Lean Development process for AS9100 certification `

Food Industry

Delivered pizzas prepped dough, cut, and boxed pizzas

Washed dishes and assisted restaurant servers.

Transportation

Delivered handicap modified vans and clients.

Washed and detailed vans

Handled reception desk.

Applications and Customer Support Engineer

Maintained consistent customer satisfaction improvement debugging and resolving customer calls as part of software support help desk and call center team.

Coordinated hotline problem resolution, root cause and final fix across multiple business organizations including customer, software support, management, and software development teams to drive problem prevention.

Chosen to lead customer advocacy program responsible for customer satisfaction level for all EDA customers.

Authored tool documentation, tool alerts, FAQs, and training documentation for knowledge database to keep customers aware of issues, prevent fails and assist customers using software tools.

Enabled customers to meet deadlines by providing training, demos, and hands on practice with chip design tools.

Planned, implemented, and managed design automation tool testing across multiple organizations to minimize overall resource use and guarantee product quality.

Organized, implemented, and maintained design tool install for 18 international and vendor IBM Field Design Centers coordinating with local personnel to keep tools in sync for multi-site customer teams and prevent design errors.

Technical Marketing Engineer

Collaborated with marketing teams on specific customer accounts to support customer technical inquiries and drive product improvements to increase or maintain customer satisfaction.

Handled individual account relationship documentation and project schedules to assist marketing account managers.

Software and Circuit Design Engineer

Created software for early IBM logic synthesis tool and circuit module use database for submarine sonar system.

Performed circuit design, HSPICE Modeling and verification of technology and design performance.

EMPLOYMENT

Pinnacle Living, Williamsburg, VA - Custodian 1/2018 – 10/2022

Great Wolf Lodge, Williamsburg, VA - Housekeeping and Laundry 8/2017 – 11/2017

Ethan Allen Residence, Burlington VT – Housekeeping and Laundry 3/2015 – 7/2017

Maximus VT Healthcare Call Center, Burlington, VT – Customer Service 3/2014 – 6/2014

Domino’s (Delivery Driver), Essex Junction, VT 10/2013 – 4/2014

Liquid Measurement Systems (Electrical Engineer, Georgia, VT 8/2011 – 10/2013

Pizza Hut (Delivery Driver),, Essex Junction, VT 6/2009 –7/2011

US Department of Commerce – US Census, Essex Junction (part-time) 3/2010 – 5/2010

Ride-Away Handicap Equipment Corp (Driver), Essex Junction, VT 8/2009 –7/2011

IBM Systems Technology Division (Advisory Engineer), Burlington, VT 7/1981 –8/2009

EDUCATION

Georgia Institute of Technology, Atlanta, GA

BS, Electrical Engineering and Computer Engineering Certificate with honor

Old Dominion University, Norfolk, VA

Cybersecurity Professional Certificate

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