Customer Service Management

*** ****** ****** **, ***********, NC *****

Cell Phone 704-***-****

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

SUMMARY OF QUALIFICATIONS

Extensive training and experience in “Leadership” and “Management”. Technical experience includes Programming/Development of assessment/penetrations testing of information systems. Managed and supported projects and IT systems as a System Analyst. Served as Program Director for government grant programs. Supervised a staff of sixty team members and more than 1000 students. Ensured process compliance for procedures and policy, planning, marketing and evolution for a program.

Objective: To obtain a challenging position with a company that will allow me to utilize my Leadership skills in conjunction with my Project Management and Systems Analyst abilities.

Project Management:

• Over 12 years supervising and management experience of personnel and projects

• Maintained high –quality customer service with internal and external vendors

• Trained and provided feedback to staff members on their performance

• Mentored staff members in the form of skills growth, coaching and career-path opportunities

• Coordinate all Post Secondary Education events with Community Colleges and Universities for students and staff

Programming/Financial Analyst:

• Over 10 years experience as a programmer/developer

• Quality assurance included testing and scheduling of project releases

• Supported Mainframes such as COBOL, JCL, DB2, IMS, and VSAM

• Oracle Database, SQL and PL/SQL

• ETL Maps and Data Quality

• Assisted in mentoring the project staff, as well as the production support team

• Worked closely with management in overall financial support

• Assist in preparing analyzing, the Annual Budget process across multiple fields and groups

PROFESSIONAL SUMMARY and EDUCATION

ISCEC (Iredell Statesville Community Enrichment Corporation), Statesville, NC 2010 – Present

IT Operational Support Manager

• Installing/configuring new computers/telephones

• Repair/upgrade pc and hardware and software

• Troubleshooting printers/copiers/scanner

• Research and learn about new software in the market relates to organization functions

• Enforce networking security and installation procedures

• Provide hands on training to clients

• Building and installing network cables

• C++,

• Database

• MySQL

Grandview Middle School, Hickory, NC 2006 – 2009

Student Services

• Planned and coordinated activities such as after school tutoring, and college visits activities

• Coordinated with the Media Club to plan student activities involving providing media news to the student body by reporting on sports events, club events (Band, Chorus) and plays

• Provided support for the students by organizing parent and students trips and events to promote parent involvement

• Provided leadership, mentoring for students by organizing mentoring program during and after school

• Coordinated and implemented major events such as Career Day, Fifth grade orientation day, CFNC night, and Youth weekend

Elmer’s Products, Statesville, NC 2003 – 2006

Laboratory Technician

• Performed laboratory tests in order to produce reliable and precise data to support scientific investigations

• Performed programs using the user software and service software to test automation

• Constructed, maintained and operated standard laboratory equipment, i.e. centrifuge machines and PH meters

• Responsible for on-site installing, maintaining and repairing of automated pipetting laboratory instruments

• Ensured the laboratory is well-stocked and resourced

• Recorded and sometimes interpreted results to present to senior colleagues and international markets in China

• Used computers and performed mathematical calculations for the preparation of graphs

• Performed instrument installations at on site locations

• Conducted searches on subjects relevant to the research

• Followed and ensured strict safety procedures and safety checks

JC Penney Logistics, Statesville, NC 2003 - 2005 Computer Technician

• C++

• Repair/upgrade pc and hardware and software

• Troubleshooting printers/copiers/scanner weekly maintenance on pc printers and copiers

• Networking security and installation procedures

• Installed network cables

• Performed maintenance of server’s network ID’s and security

• Repair scanners and install new software for scanner.

• Solved problems related to Intranet and Internet.

EDS (Saturn), Spring Hill, TN 1998 -2003

Systems and Project Management

• Supervised and developed code for assigned application programs and analysts activities

• Supported systems activities and development life cycle phases, such as design, coding debugging, testing and documenting programming decisions

• EDI mapping for EDIFACT

• Vendor management experience

• Resolved problems with CISCO routers and switches and TCPIP networking.

• Coordinated communications between the project team and executive leadership, point of contact for escalations to management relating to end-user and vendor issues with international markets in China, Germany, Korea, Mexico and Japan

• Managed multiple projects of five to ten million dollars and presented status updates to Executive Management

Livingstone College, Salisbury, NC Computer Information Systems

Bachelor of Science May 1998 Summa cum Laude

References Available Upon Request

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