Sales Customer Service

RICHARD F. HOGAN, JR.

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

Hilliard, OH. 43026

Email: ********@*****.***

Home: 614-***-****

Mobile: 614-***-****

LinkedIn: http://www.linkedin.com/pub/richard-hogan/43/182/3b2

EDUCATION:

Franklin University

Bachelors of Science in Management Information Science; May of 2010; GPA 3.81

Honors: Magna Cum Laude

Columbus State Community College

Associates of Science in Human Resources Management; September of 2006

WORK HISTORY:

McGraw-Hill Companies

Associate Product Support Analyst June 2010 - present

Collect infrastructure/computer information in order to understand the customer’s environment for technical solutions

Directly support over 18 products and assist on an additional 20 products for the support team

Perform training of current/new colleagues for products directly supported

Provide product enhancements for continuous product improvement

Replicate and assign product defects through HP Quality Center

Write documentation to incorporate into a knowledge based system

Provide verbal and written communication through phone and email support to various levels of people

Implement and maintain a VM Ware software to emulate various Window OS environments using the SDLC methodology

Create ISO files of CD products to store on a server

Analyze business processes to increase work flow efficiency

Kelly Services

Seasonal Associate Product Support Analyst (McGraw-Hill Companies) 02/2010 - 06/2010

Collect infrastructure/computer information in order to understand the customer’s environment for technical solutions

Provide technology support for web base and LAN products for SEG customers

Provide verbal and written communication through phone and email support to various levels of people

Replicate product defects and report it to the Product Support Analyst

Payless ShoeSource

Store Manager 03/1993 – 11/2008

Recruit, interview, and train store-level management and other store personnel

Generate employee schedules to ensure the store is adequately staffed

Manage a team up to eight store employees

Plan, prioritize and delegate tasks to meet company objectives

Develop tactics to meet store, district and company goals

Provide excellent customer relations which created an enjoyable atmosphere for customers to shop

Detailed business processes to create efficiencies within the store and district

Control inventory and expenses to maximize profit

Maintain the facility’s interior and exterior at high company standards

Conduct district training meetings using various types of visual aids

SKILLS & ABILITIES:

Proficient in using web development tools, such as Aptana, to develop XHTML code and CSS

Educated in Database Administration in reading/writing SQL queries using Oracle 10g and MySQL

Strong understanding of object orientated languages such as JavaScript, PHP, and Java

Excellent understanding of the SDLC development methodology

Strong knowledge of the network OSI model in systems communication

Trained in Human Resources Information Systems using PeopleSoft software

Proficient with Microsoft XP, Vista and 7 OS as well as Mac OS X 10.5 – 10.7 operating systems

Advance in Microsoft Office software, including Word, Excel, PowerPoint, Access, Visio and Outlook

Excellent leadership skills ranging from strategic planning to team development

Superior organizational, business analysis and time management skills

Clear and efficient verbal/written communication skills

ACHIEVEMENTS & RECOGNITION

Recognition awarded from Payless ShoeSource:

2005 Bronze Pinnacle Award: Based on improvement for sales increase, customer service, expense control, shrink, and multiple sales for the year in the district

2004 Multiple Sales Award: Store 6451 achieved the highest multiple sales in the district

2003 Multiple Sales Award: Store 6451 achieved the highest multiple sales in the district

2001 Multiple Sales Award: Store 6339/6451 achieved the highest multiple sales in the district

2000 Multiple Sales Award: Store 6459 achieved the highest multiple sales in the district

1999 Best in Shrink Award: Lowest shrink results in the district for the year

1997 Best in Sales Award: Highest volume in sales for the year in the district

1996 Best in Shrink Award: Lowest shrink results in the district for the year

1996 Shrink Improvement Award: Best improvement in shrink over the previous year in the district

1995 Rookie Manager of the Year Award: Based upon shrink, sales volume, multiple sales and turnover; best overall score out of 5 new managers

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