Manager Customer Service

Kevin Lane

E-mail: ********@*****.***

Objective

IT specialist with a customer service background seeks a challenging career with a growing organization that leverages my skills to maximize resources and profits for the employer.

Experience

Genesis10 – Wolcottville, IN 10/2011 – 04/2012

Contract Employee – Lead Technician for a set of bank system refreshes in NW Ohio and NE Indiana. Oversee on-site techs, communicate with Support Bridge, assign work assignments to techs. Refresh consist of replacement of routers, multi-function print devices and desktop stations for tellers, managers and other bank users. All work is completed during weekend shifts.

Aon, Inc – Fort Wayne, IN 08/2005-11/2010

Business Analyst/Rating Technician – Develop and support intranet and internet applications for calculating insurance rates and premiums using ASP.net / C# and InRule™ utilizing XML to pass data to/from Oracle and SQL databases; assist with debugging Javascript and HTML code; document existing and new applications; assist with documenting and developing programming standards; document support and in-house procedures; create, update and close tickets using TestTrack Web; manage code changes with Surround SCM; create SQL scripts for building tables, pre-populating data, updating fields, removing data and check data in tables; testing of Applications for errors and accuracy; testing of backend in-house management system for defects and changes to applications; work with customers to determine application and IU needs

Forms Composer – Create and modify XML documents in Word to meet insurance regulated formatting of forms to include tags to pull data from Oracle and SQL databases; testing of backend in-house management system for defects and changes to forms; document “how-to” guides and develop standards for document creation; develop regression testing items and procedures; troubleshooting of documents and backend in-house management system

Technology Used – InRule, ASP.Net, Visual Studio using C#, SQL scripts, SQL Server, SQL scripts for Oracle, Word, Excel, Microsoft Project, Lotus Notes, Outlook, PowerPoint, Microsoft Access, TestTrack Web, TestTracker, Surround SCM, Source Safe, Visio, WebEx, GoToMeeting

Lane Consulting 10/1987-Present

Owner - Assist companies and individuals with computer needs, support and programs; do customize work; phone and on-site support; remote tech support via phone, on-line meeting, remote control software

Indiana – Purdue at Fort Wayne – Fort Wayne, Indiana 01/2005-5/2005

Teacher’s Assistant - Assisted class instructor with grading and helping students in an Internet based programming class.

Kautex-Textron Automotive Company - Avilla, Indiana 04/2001-04/2002

Production - Inspected, assembled and tested tanks; ordered inventory for the line; kept parts bins with required levels of parts. Also was a QA inspector for 3 months for all production lines in the plant.

Forge Industrial Staffing - Kendallville, Indiana 02/2001-04/2001

A Temp Agency. Did factory/foundry work until hired on at Kautex-Textron

Tippecanoe School Corporation - Lafayette, Indiana 01/1999-11/2000

Instructional Network Manager - Managed the instructional networks and support staff for 15 buildings; managed the WAN for the corporation; planned and begun implementation of migration from ICLAS/Netware 2.x & 3.x networks to Netware 5; defined and implemented standards for support, IP addressing, user ID’s, backups, menus and documentation; tested and recommended hardware and software; oversaw bid projects; assisted in design and plan for rewiring networks of all buildings; assisted in design and plan for new building computer labs and network cabling; setup and helped maintain corporation web server and web site; assisted in planning for merging instructional and administrative networks.

Technology Used – Netware 3.x, Netware 5.x, Microsoft NT Server, DNS, DHCP, Microsoft Office, Microsoft Windows, Cisco Routers, Proxy Servers, Web Servers, Tape Backup, Remote Access Support

Sayers Computer Source - Lafayette, Indiana 08/1995-12/1998

Network Engineer - Installed, supported, setup, designed computer networks and WAN’s for businesses and schools; performed on-site and telephone support for customers; in-house support; Internet, e-mail and web server planning, setup and implementation; support specialist for select businesses and school corporations.

Bright National Bank - Flora, Indiana 07/1995-06/1996

Part-time night operator - Did system backups and run nightly reports on UNIX system.

Allison Computer Systems - Kokomo, Indiana 06/1992-06/1995

Support Manager - Oversaw the setting up, installations, initial trainings and support for clients throughout Indiana, Kentucky and Tennessee; managed support staff; tested and recommend software; performed beta testing for national software packages; performed on-site, dial-in and telephone support; was in-house support; performed AP; AR; setup and support management software packages; worked with bar-code systems.

Vector Marketing - Olean, New York 06/1991-10/1993

Sales Representative - made in-home demonstrations and sales; generated leads; and setup own appointments. Top seller for Fort Wayne office in summer of 1991.

Shambaugh & Son Contractors, Fort Wayne, Indiana 10/1989-05/1991

System Operator - Performed daily and weekly backups on IBM System 38, AS/400 and IBM OS PC servers; archived and retrieved CAD drawings in PC network; ran AP and payroll checks; tracked daily microfiche tapes; sorted, retrieved and stored microfiche; was first level support for workstations, printers and plotters.

Manville Corporation - Bluffton Indiana 06/1989 - 01/1990

Computer Operator - Designed slides and overlays for plant manager; made simple drawings for plant layout to assist in presentations and machinery placement during ramp-up for factory startup; setup AppleTalk network; performed back-up on all computers on AppleTalk network; assisted other users as needed; was backup phone operator as needed.

Education

Purdue University, Fort Wayne Fort Wayne, Indiana

Bachelor of Science in Computer Engineering Technology 2007

Associate Degree in Information Systems 2005

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