Customer Service Software
Resume:
DAVID ROSS
********@*******.***
**** ****** ***** *****, *** #8
Henrico, Virginia, 23233
Cell 757-***-****
OBJECTIVE:
To obtain a position that will enable me to use my strong organizational skills, educational background, and ability to work well with people.
EDUCATION:
BACHELOR OF ARTS DEGREE, NORFOLK STATE UNIVERSITY,
Norfolk, Virginia, May 1997
HTML I, NORTHSTAR TRAINING,
Virginia Beach, Virginia, Feb 2006
INFORMATION SYSTEMS, STRAYER UNIVERSITY,
Glen Allen, Virginia, 2010 – Pending Certification and Degree
GREENPEACE, USA - IT Internship
Washington, DC, Fall 2010 – December 2010
RELATED COURSES:
• CIS 110 COMPUTER PROGRAMMING DESIGN
• CIS 111 INTRODUCTION TO RELATIONAL DATABASE MANAGEMENT SYSTEMS
• CIS 155 OPERATING SYSTEM
• CIS 175 INTRODUCTION TO NETWORK AND GUIDE TO NETWORKS
• CIS 331 SYSTEM MODELING with SPREADSHEETS
• CIS 155 UNIX OPERATING SYSTEM
• CIS 111 INTRODUCTION TO RELATED DATABASE MANAGEMENT SYSTEM
• CIS 210 SYSTEMS ANALYSIS
• CIS 276 SQL PROGRAMMING
• CIS 475 DATABASE MANAGEMENT SYSTEMS
• CIS 305 PL/SQL PROGRAMMING
• CIS 434 DATABASE FUNDAMENTALS 1
• CIS 474 DATAWAREHOUSING
SKILLS/TECHNICAL:
• RELATIONAL DATABASES: ORACLE 10g, ACCESS, PL/SQL, SQL
• PROGRAMMING LANGUAGES: HTML, UNIX Shell programming, SQL, PL/SQL
• EMAIL: Gmail, Microsoft Outlook
• OPERATING SYSTEMS: Mac OS, UNIX, Windows 98, 2000, XP, Vista, Windows 7
• SOFTWARE: MICROSOFT OFFICE SUITE (MS Word, MS Office, MS PowerPoint, MS Excel, MS
Access, MS Outlook), ADOBE CREATIVE SUITE (Adobe-InDesign, Adobe GoLive, Adobe
Dreamweaver CS, Adobe Acrobat, Adobe Illustrator CS, Adobe PhotoShop CS), APPLE iWork
(PAGES ‘09, NUMBERS ‘09, KEYNOTE ‘09), Star_Base SIS express, ORACLE 10g Express Edition,
ORACLE 10g Database Software, ORACLE Enterprise Manager, and QuarkXPress
• HARDWARE: Mac Pcs, IBM compatibles, Scanner, Color/Black & white laser & Ink-jet printer,
Digital Camera, Light-Table, Drawing Tablet
RELATED EXPERIENCE:
Helpdesk/Customer Associate, 2011 – February 2012
Richmond Public Schools Help Desk Service Center, Richmond, VA
Field incoming help requests from end-users in a prompt, professional and courteous manner.
Helped to instill a feeling of confidence in end-users regarding Department of Information Technology
by building a rapport with the Help Desk Service Center customers.
Document, track, and follow-up on all logged issues in regards to the TRAX Desk Service and Help
Desk Service Center.
Document all pertinent end-use identification information in the automated Service Desk by including
appropriate detail.
Evaluate, prioritize and schedule problem resolutions, escalate problem solutions when required to
the appropriately experienced professional.
Verify/ensure minimum desktop configuration is in place for end-user. Provide additional updates if
necessary, in addition to issue at hand.
Escalate calls to appropriate Tiers l or lll if call is Severity 1 or 2 or VIP status.
Provide customer service in a prompt, professional, and courteous manner.
Develop, maintain, and document (FAQs) Frequently Asked Questions, “Help Sheets”.
Work with Training Department to provide customer information on issues related to end-user training
needs.
Identify and learn appropriate software and hardware used and supported by RPS.
Provide immediate service for resetting of passwords for the TRAX-SIS eXpress Student Information
system in conjunction with Oracle 11g Database and Oracle Application Express.
Kept track of tickets through Numara Footprints Ticketing System.
Test fixes to ensure problem resolution is appropriate and adequate for logged issue.
Access software updates, drivers, knowledge bases, and FAQs resources to aid in problem
resolution.
Evaluate TRAX Service Desk Center issues and logs in order to analyze trends.
Provide Password Self Service assistance/training for Single-Sign on.
IT Internship, Fall 2010 – December 2010
GREENPEACE, USA, Washington, DC,
Helped to troubleshoot software and hardware failures and identified network problems when related
to personal desktop and laptop computers.
Assisted in the configuration of Windows 2000 and XP on Dell, Gateway, Toshiba laptops and
desktops.
Maintained confidentiality with regard to the information being processed, stored or accessed by the
end-users on the network.
Assisted in the recycling of un-used equipment, and other related devices and systems utilizing such
companies as GreenDisk and Technotrash.
Helped to research and troubleshoot unfamiliar errors using online knowledge base and other
resources to effectively identify and resolve problems.
Installed various software including: operating systems, Microsoft Office, Symantec Anti-virus, service
packs and Adobe Acrobat.
Updated hardware by following imaging and deployment checklist by formatting hard drive using
Window’s disk (XP Service Pack 3), installing image using BartPE, restart and canceling at the
Sys Prep screen, and then following through a prescribed checklist for verification.
Follow checklist accordingly so after hardware has been updated and re-imaged by setting static IP,
register IP address at DHCP site, add computer to domain, make domain user admins, and then run
OCS inventory.
Records Clerk, 2010 – December 2010¬¬¬¬¬¬
HOLMES McGUIRE MEDICAL CENTER, Richmond, VA - Low Risk (NACI) Security Clearance
Responsible for the scanning, indexing and attaching of clinical documentation in the practices
electronic medical records utilizing and adhering to AHEC’s (Advanced Health Education Center,
Ltd.) policy.
Assembled and filed EHR records in designated areas according to facility numeric filing system.
File records using a numeric system to properly file charts within the correct area of the file room.
Preservation and repair of records that involves creating patient charts and condensing multiple
charts into a single record.
Timely and acute completion of EHR records scanning, logging, and filing making certain all criteria
for the filing of the medical records are met.
Maintain proficiency with personal computer and ability to adapt to VISTA application software.
Electronically record data for collection, storage, analysis, retrieval, and reporting using VISTA
application software.
ADDITIONAL EXPERIENCE
Head Graphic Artist, 2007 –2008
TRIPLE 555 SOUL, Brooklyn, NY
Produce concepts of graphics to satisfy design objectives and sales needs utilizing Photoshop and
Illustrator.
Translate ideas from concept into actual, on-brand graphic packages.
Graphic Artist, 2006 –2007
AKADEMIKS, New York, NY
Work from concept to completion by communicating your ideas to create innovative graphics
Research and developed existing and emerging concepts and trends.
Head Graphic Artist, 2001 –2005
AZZURE DENIM, Virginia Beach, VA
Supply accurate and complete cads, design sheets, and art matrices of graphics for production.
Researched and developed existing and emerging concepts and trends.
Graphic Artist/Head Graphic Artist, 1999 –2001
ECKO UNLTD. /PHYSICAL SCIENCE, South River, NJ
Consistently produced concepts of graphics to satisfy design objectives and sales needs.
Supply accurate and complete cads, design sheets, and art matrices of graphics for production.
Head Graphic Artist, 1998 –1999
AVIREX, LTD., Long Island City, NY
Creatively explore all apparel graphics, new techniques, and materials utilizing Photoshop and
Illustrator.
Produced catalogs for salesmen needs using QuarkXPress.
Graphic Artist, 1997 –1998
AND 1, Rosemont, PA
Creatively explore all apparel graphics, new techniques, and materials utilizing Photoshop and
Illustrator.
Produced catalogs for salesmen needs using QuarkXPress.
HONORS/PROFESSIONAL AFFILIATIONS
STUDENT ART GUILD SOCIETY, 1995
OBD, O¬¬¬¬¬rganization of Black Designers, 1994
SCHOLARSHIP, HONORS, AND AWARDS CONVOCATION RECIPIENT, 1995
- Outstanding academic award achievement.
STRAYER UNIVERSITY HONORS AWARD, 2010
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