Customer Service Manager

Accomplishments

Developed Company internet website with Domino XPages in domino 8.5 and hosted the site on the Domino Web server that I setup and support.

Setup a data sharing connection between a Domino web application and a FileMaker database. This connection allows DNA results produced out of Filemaker to be posted on the Domino web site for clients to access via web browser securely with User Id and password.

Thirteen years of Lotus Domino development, management and administration experience. Starting at version 4.62 to 8.5.2.0

Currently performing Domino development and Administration functions in version 8.5.2

Served as the technical leader role for the Document Management System application.

Developed, researched, and delivered an Incident log database and Change request database to comply with CMMI level certification.

Rewrote the billings cycle monitoring tool using VB .net and giving It an asp web interface. Connected it to a database I built on SQL server 2000.

Developed a utility menu to provide easy access and execution of billings application utilities. Added utility functions for monthly statement message updates and processing.

Professional Experience

Information Technology Manager – Genetica DNA Laboratories June 2008 – February 2012

Provide a technology direction for the growth of the company.

I perform the duties of systems engineer & application developer.

Gather and supply requirements to vendors for quotes and negotiate their terms & conditions making recommendations to management on vendor selection.

Manage internal systems hardware, software and users.

Spec, Purchase, setup, install, and manage company servers

Lotus Domino Developer

Company Website using domino XPages {www.Genetica.com} Domino 8.5

Policy & Procedure document Repository & Workflow. Domino 8.5

Collection Kit Inventory system. Domino 8.5

Company vacation tracking system. Domino 8.5

Complaint & Corrective action tracking and repository. Domino 8.5

Company Forms Repository. Domino 8.5

Setup & Host company Lotus Domino email server

Setup & Host Lotus Domino Sametime server

Setup & Host BlackBerry BES server for Lotus Domino 8.5

Lotus domino Administration

Lotus Mail for the company hosted locally.

All of the above in house developed applications Plus Agents to produce reports in Microsoft office and other application maintenance tasks using lotus script, Formulas and some java script.

User IDs and security for the lotus environment.

Lotus Sametime.

Domino web server Access control and various web application hosted on it.

BlackBerry BES server for Lotus Domino 8.5

Information Analyst/Technical leader – Electronic Data Systems June 2006 – 2008

Manage the maintenance work with the India sustain team. To ensure the Lotus Domino Document Management System is maintained and that it remains up and running as the system requirements dictate.

Enforce the client’s change policies are strictly followed in every change to the Lotus Domino Document Management System.

Maintain the Systems documents. Ensure they are updated to reflect any changes to the system.

Implement all production changes to the system whether from new development or maintenance fixes.

I am the person for any Lotus Domino Document Management System application information or problem.

Research review and assist in the problem resolution of issues with the Lotus Domino Document Management System whether from users or maintenance tasks.

Information Analyst – Electronic Data Systems March 1999 – June 2006

Subject Matter Expert for the Code 1 Plus cots package of address validation software, lotus Domino database design and lotus script programming.

Maintained the billings functions in the CARS application

Worked with offshore resources to maintain and support the Code 1 plus address validation package.

Lotus Domino Developer & Support

Incident Log application to track system incidents and resolutions Domino 4.6

Interface lotus incident log application to existing Microsoft Access statistical reporting database with lotus script to feed incident statistic information to the Microsoft Access database for further reporting. Domino 4.6

Customer Service request application. Domino 4.6

Assisted with various other lotus domino projects. Domino 4.6

Service Department Manager – CompUSA, Columbus Ohio March 1998 – March, 1999

Managed the day-to-day operation of the service department.

Interview, hire and train service technicians for new store opening.

Supervise and motivate the technical staff to achieve standards of customer service that I have set up.

Computer Technician – CompUSA Columbus, Ohio March 1997 – March 1998

Repairing, upgrading, outfitting, delivery, install, and troubleshooting customer and store computers, printers, scanners and other related equipment.

I am A+ certified as well as certified on Hewlett Packard Pavilion, laser printers, Compaq servers and desktop line, Toshiba, and Sony computers.

Programming and Software Skills

Skill

Level

Years

Lotus Script

Expert

12

VB.net, & VB6

Proficient

5

C

Trained

1

C++

Knowledgeable

1

C#

Knowledgeable

<1

asp

Knowledgeable

2

SQL

Proficient

4

Pac Base

Proficient

6

Cobol

Trained

1

REXX

Proficient

4

Clist

Proficient

3

ISPF

Proficient

3

Java

Trained

1

Education

Bachelor of Science in Computer Information Systems from DeVry Columbus in 2000

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