Customer Service Professional and Technical Support

Gary Friedman, Customer Service Professional

Olivette, 63132, United States, 314-***-****, ************@*****.*** SUMMARY Detail-oriented professional with extensive experience in technical support, software development, and system administration. Proven ability to troubleshoot complex issues, optimize processes, and enhance user experience. Skilled in SQL, VB.NET, C#, and various database management systems. Eager to leverage problem-solving abilities and a strong work ethic to provide exceptional customer service and contribute to Bizdelegation's success as a remote Customer Service Professional. WORK EXPERIENCE

Network Configuration Auditor

Qivliq Federal Group / Akima

03/2020 – 07/2022

Monitored reporting status and data refreshes daily. Granted authorized user access to the Score system. Provided Tier 1 support for user-related issues.

Compiled entries for reporting Air Force computer, server, and browser firewall compliance.

Generated reports for the Score system.

Authored SQL queries for equipment reconciliations. Edited documents to enhance training materials.

Software QA

22nd Century

11/2019 – 03/2020

Tested new software and updates to verify security integrity. Evaluated third-party software prior to its release to the Air Force. SharePoint Developer

TCI – Agile Defense

08/2017 – 11/2019

Engineered SharePoint solutions tailored for Air Force units. Investigated and resolved complex SharePoint issues. Addressed and fixed SharePoint problems identified through submitted tickets.

Developer

Wells Fargo Matrix Consulting

10/2016 – 01/2017

Executed updates and corrections for an MSAccess database. Software Engineer

DSA

04/2015 – 04/2016

Developed a program to parse XML files, enabling users to update and edit data within the application.

Assisted fellow developers with the creation of SQL statements. Debugged and rectified issues within PHP files.

Executed regression testing to ensure software stability. Utilized SoapUI for the development of a messaging application. Software Engineer/Systems Engineer

MasterCard Net Effects

02/2012 – 02/2015

Constructed and administered an MS Access application with an SQL Server backend to manage a metrics application, generating reports distributed to financial customers. This involved creating views, stored procedures, and scheduled SQL Server jobs.

Engineered a program that accelerated data gathering and reporting from four weeks to four business days by importing and processing spreadsheets, raw text file data, and information from other systems into customized reports.

Enabled user editing capabilities for current and historical results, alongside the creation and modification of new and current reporting parameters. Developed an MS Access application to alert internal groups and track critical enterprise network issues requiring immediate attention. Functioned as a Systems Engineer, administering enterprise-wide third- party applications and their supporting infrastructure. Employed SSIS to extract data from a remote system into our database. Created a C# application designed to import large flat files and Excel files into SQL Server; this application was not deployed to production. SQL Developer / C# Developer

Scott Air Force Base NCI

04/2011 – 10/2011

Tested, debugged, and corrected an application for equipment usage and authorization across numerous military branches and organizations. Served as a developmental DBA, authoring stored procedures, importing data, configuring linked servers, and performing daily and weekly database maintenance for the application.

Developed an office automation program to interface C# with PowerPoint presentations.

Excel VBA Developer

Wells Fargo Advisors KForce

03/2011 – 04/2011

Programmed and tested a fee calculator using Excel VBA for nationwide use by Financial Advisors, incorporating form input and data exchange with the parent spreadsheet.

Developer/Web supervisor/DBA/Sharepoint Admin

U.S. Bank Kelly IT Services

01/2008 – 01/2011

Established a system for large-scale tax credit development loans, including investment and loan tracking, utilizing VBA, MS Access, Excel, and SQL Server Management Studio.

Performed DBA functions for the IT team, including backups, restores, migrations, and routine maintenance. Installed and configured SQL Server on multiple local and remote machines.

Created stored procedures, views, and functions for reporting purposes. Scheduled jobs to execute lengthy stored procedures during off-peak hours. Developed reports using SQL Server Reporting Services and Visual Studio for user consumption.

Engineered an Accounting Tracking System.

Developed a Compliance Tracking System.

Created a Funding/Loan Contact System.

Built a Payables/Receivables System for legal accounting. Developed a Federal Tax Credit reconciliation reporting tool. Programmed an automated backup system for critical files using C#. Co-authored a 3000-line SQL Stored Procedure for generating Annual Reviews.

Generated reports using Visual Studio and published them on SharePoint. Served as the liaison with a third-party vendor for weekly software upgrades, managing the SQL database and executing scripts. Administered three test SQL Servers.

Developer

Three Rivers Systems

01/2007 – 01/2008

Corrected, created, supported, and tested web pages and DLL libraries within a large software system for higher education institutions using ASP and VB. Primarily focused on modules enabling student, faculty, and alumni communication, registration, forums, and online testing. Developed, tested, and supported web pages for higher education administrative functions using ASP and Visual Basic. Corrected, created, and supported stored procedures, views, and tables in SQL Server 2005 using SQL.

Provided production system support at customer sites through Remote Desktop, performing testing and data analysis.

Developer

Swank Motion Pictures Foster-Townsend

10/2006 – 01/2007

Authored an ASP.NET web application enabling customers to search, select, and order movies.

Developed an ASP.NET and DotNetNuke application to display customers' purchased movies, authorized viewing rights, and order history. Programmed an ASP.NET application allowing customers to schedule movies for future automatic downloading, enforcing user and device security.

Developer

Independent Development Work

03/2002 – 2007

Donated a website for a charitable organization using HTML and CSS

(Circle of Hope Bracelets, 2007).

Developed an MS Access system for a custodial firm to manage franchise and customer information, inspections, contact follow-ups, and issued materials (Status Building Services, 2007, 2008).

Designed and developed a workgroup internet task management program using IIS, ASP, and Cold Fusion (AOL, 2000).

Created an Access application for a Remote Sales Order Entry System

(2004).

Wrote a program using VB.NET and MAPI tools to report scheduled firewall hits to the service provider (Personal Use, 2005). Developed an Access-based Union Dues accounting program (2004). Trained the Art Department in the use of DreamWeaver and HTML

(MedPIC, 2006).

Developer

Ameren Electric Solution Consultants

04/2006 – 10/2006

Developed a program to manage and report committed project costs as incurred across various company plants, utilizing several complex SQL queries ranging from 300 to 500 lines of code.

Executed a conversion and upgrade from VB6 to VB.NET. Defined and developed requirements for several new forms and reports. Developer

Express Scripts Solution Consultants

11/2005 – 04/2006

Provided simple and complex reports using data from multiple database platforms, offering clients the time and expertise required to retrieve new data for their analysis.

Modified two client applications to enhance efficiency and correctness. Developer

SBC Rose International

02/2004 – 07/2005

Programmed an application using VBA and Access to track project statuses, resources, and statistics.

Developed a database application using VBA within Access and Excel to generate reports.

Performed an upgrade to SQL Server, authoring stored procedures and views.

Developer

SBC MMC/C D. Mitchell Group

10/2003 – 01/2004

Programmed an application using VBA and Access to track project statuses, resources, and statistics.

Developed a database application using VBA within Access and Excel to generate reports.

Developer

TekSystems

09/2003 – 11/2003

Automated a process using Excel VBA to extract critical data from five Excel spreadsheets and consolidate it into a presentation format with charts. Developer

The Tan Company Technology Partners

08/2002 – 04/2003

Created electronic funds transfer projects, credit processes, and automated data transfers using Visual Basic, SQL Stored Procedures, Advanced SQL, and Access.

Prepared daily and weekly business status reports utilizing Visual Basic, Advanced SQL, and VBA.

Generated daily and monthly business operations reports using Excel VBA. Developer

Hussmann Refrigeration Analysts International

11/2002 – 03/2003

Provided Help Desk support, program corrections, testing, and Crystal Reports generation using Visual Basic, SQL Server, and SQL stored procedures, substituting for an unavailable employee. Consolidated two dozen spreadsheets into two summary sheets for the plant's budgetary scorecard using Excel VBA.

Developer

UniGroup & subsidiary Analysts International

10/2001 – 03/2002

Maintained SQL Server, updated databases, and generated reports using Crystal Reports and MS Access.

Developed a VBA Application for Excel.

Fixed bugs and programmed enhancements within a Visual Basic/SQL Server application.

Corrected Crystal Report design, database, and mathematical errors for clients.

Developer

AIC In-House Development Analysts International

06/2001 – 09/2002

Developed outsourced projects utilizing Visual Basic, SQL Server, and Crystal Reports.

Developer/Network Admin/DBA/Help Desk

Genelco Analysts International

04/1997 – 06/2001

Upgraded the client department’s signature application by functionally splitting its main components, improving program efficiency, rectifying bugs, implementing current technological standards, and preparing the application for future SQL Server integration.

Administered SQL Server 7.0 and 6.5 databases, including installation, setup, and migration.

Managed LANs within WinNT and Novell environments. Developed a system to automatically inventory user machine properties and program versions upon logon.

Created a Help Desk/Work Order system to track incoming calls, resolutions, time charged, open issues, and generate custom reports. Engineered an application to initiate and track loans with interest repayment, utilizing an MS Access back-end and heavy OLE Automation for exporting data into MS Office applications.

Developed an FTP program using VB 6.0.

Retrofitted a new version of a firm-marketed application through extensive OLE Automation, resolving over 200 bugs and implementing enhancements. Improved database structures and the overall efficiency of the application and its subsidiary programs, resulting in no reported bugs post-distribution. Authored a disaster recovery program for the company’s imaging system, using VB/Sybase/Proprietary methods for scheduled system backups of documents and document queues.

Designed and implemented the customer’s User Request Authorization System, which automates email notifications to appropriate parties for system access requests from department heads.

Developed an upgrade to a program tracking the Accounting Department’s investment funds, balances, and transfers. Utilized Active X Data Objects

(ADO) for database connectivity and implemented an email module for automated daily distribution of Excel spreadsheets. Designed and developed an application using VB and SQL Server to record system users, their pertinent information, and the company’s equipment inventory. This program included a dynamic SQL Server query designer and a custom browser for seeking updated drivers from vendor websites. Revised an annuity payout program to fix bugs, update calculations, enhance efficiency, and ensure Y2K compliance. Corrected bugs within OLE Automation.

Developed a Purchase Order system.

Created a password decryption program.

Performed a mail merge program involving 70 main documents using OLE Automation, VB5, and VBA.

Authored a program using VB5/OLE Automation to automate the mass conversion of Word and graphic documents into upgraded versions. Developed a program to identify duplicate records and report data errors within imported data.

Managed and maintained major Client/Server applications at the site. Database Architect

National Pre-Arranged Services Analysts International 04/1997 – 06/1997

Led the design effort to construct the database blueprint for a complex system managing customer, agent, accounts receivable, payment receiving, commission, and contract data. The prototype was developed in Access, with the final version implemented on SQL Server.

Database Architect

Merit Behavioral Care Analysts International

04/1997 – 1997

Analyzed the process of data replication from mainframe to the Primary Domain SQL Server and satellite SQL Servers, providing recommendations to expedite the 24-hour data replication process.

Developer/Team Leader/DBA

Maritz Analysts International

03/1995 – 04/1997

As team leader, designed, developed, and served as SQL DBA for an integrated application encompassing order entry, teleservices tools, warehouse, and shipping operations, facilitating nationwide sales, distribution, and tracking of cellular phones. Utilized Visual Basic, Access, and SQL Server.

Assigned as Project Leader/Supervisor for contractors and employees to manage and maintain existing applications, produce technical documentation, and develop end-user training programs, focusing on troubleshooting and implementing changes in current applications. Participated in design and development teams to build an internet application enabling user registration and access to a system for reviewing ads and receiving compensation. The project utilized Visual Basic, Oracle, Access, and MAPI tools.

Analyzed Visual Basic and SQL code to produce user and technical documentation for two applications. Consulted on the coding of a new application in Visual Basic.

Served as Database Administrator for SQL Server 4 and its conversion to version 6.5, managing multiple databases for the company's largest customer.

Developed two programs in Visual Basic/SQL to perform administrative file management functions for other applications.

Created a customized hypertext online help application for teleservices operations.

Authored a program using Visual Basic, Access, and SQL to import text data files into Access, segment the data into two tables, analyze it, merge two SQL tables, and generate a customized report in ASCII text. This database comprised seven tables, 24 queries, and three reports. Developed reports and created an auto-executing menu program for running reports using Access macros and reporting techniques. Performed project tracking analysis and reporting using MS Project. Acted as Project Lead and training resource for other programmers developing small Visual Basic applications.

Developed a network program for product order entry and shipments using Visual Basic on SQL, incorporating bar codes for shipping data input. Included functionality for product returns, reshipments, and product tracking. Created the Communications Board application, allowing users to automatically receive important network information upon login, functioning as a bulletin board for disseminating information to a large audience. Developed in Visual Basic on SQL Server.

Wrote two communication programs using Visual Basic for a wireless bar- code scanner to transmit data from the scanner's RS-232 port to the computer. In one application, the received data was seamlessly entered into an Access database for reporting; the other application utilized a SQL database.

Team Leader/ Trainer/Developer

Southwestern Bell Analysts International

11/1994 – 03/1995

Programmed an MS Access application for the Word Processing Center to manage order receipt and delivery, generating reports to track backlogs, missed deadlines, and summaries. Developed a linked application to measure and report on the effectiveness of individual typists and the center as a whole.

Led a team of analysts and programmers for a major utility company, coordinating and programming the conversion of 500 documents from AS/400 and DEC/VAX systems into exact formatted MS Word documents. Authored a customized manual for customer training in MS Word. Provided training in Windows, Access, and Word to their word processing staff in a classroom setting, meeting a tight deadline. Developer

Community Health Clinic

08/1999 – 03/2000

Developed a system and program for patient registration, tracking, and demographics, including setup and registration for sponsored group and community health events. Created an employee tracking system with licensing records. This was a multi-user program designed for use over the clinic's LAN.

EDUCATION

UMSL

B.S.B.A., Accounting / Business Administration

01/1971 – 12/1972 St. Louis, MO

UMSL

Chancellor's Certificate, Computers

02/1990 – 04/1994 St. Louis, MO

Washington University

Certificate, Management Development Program

1976 – 1977 St. Louis, MO

Washington University

Certificate, Systems Design and Analysis

1978 – 1979 St. Louis, MO

UMSL

Certificate, Introduction to C Programming

1989 – 1989 St. Louis, MO

UMSL

Certificate, Intermediate C Programming

1992 – 1992 St. Louis, MO

UMSL

Certificate, Advanced Programming in C

1992 – 1992 St. Louis, MO

UMSL

Certificate, Advanced SQL Server

1995 – 1995 St. Louis, MO

UMSL

Certificate, Advanced Networking with Windows NT 4.0 1996 – 1996 St. Louis, MO

UMSL

Certificate, Three classes in Visual Basic programming 01/1994 – 03/1994 St. Louis, MO

UMSL

Certificate, Two classes in Visual Basic Script/ASP 1998 – 1998 St. Louis, MO

UMSL

Certificate, Java Applets

2001 – 2001 St. Louis, MO

UMSL

Certificate, Two classes in JavaScript

2001 – 2001 St. Louis, MO

UMSL

Certificate, Three classes in HTML

2001 – 2001 St. Louis, MO

UMSL

Certificate, VB.NET

2003 – 2003 St. Louis, MO

UMSL

Certificate, Two classes in ASP

2005 – 2005 St. Louis, MO

UMSL

Certificate, Three classes in C#

2007 – 2007 St. Louis, MO

CERTIFICATES Security+ Certification

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