Training Specialist / Quality Assurance Tester

Justin C. Allen

**** ***** ******* *** *****, CA 92122 ******@*****.*** 858-***-****

Summary

I am a computer industry professional with vast expertise in computer technology, training techniques, and documentation creation for Customer Service and Quality Assurance teams. While training new hires they were temporarily put under my supervision which provided me with a chance to manage employees for periods of time. More recently I had been tasked with the creation of a system to monitor, track, and resolve any issues that our Customer Service employees were experiencing. The reports created from this were a huge help to our management teams. I feel my strengths are that I’m a very creative individual, extremely curious, I learn quick, and I’m always looking for ways to better myself as well as any processes or systems I am working on.

Experience

SONY ONLINE ENTERTAINMENT SAN DIEGO, CA

Quality Monitoring Specialist May 2006 to Jul 2009

In my position as a Quality Monitoring Specialist I was responsible for reporting on and assisting with the quality of our entire Customer Service team, both local and overseas. I would take multiple contacts from each individual, score these contacts, and create a report for the management teams showing where the issues existed and the trends over the fiscal year. During this time I would also create training programs and quizzes in order to coach each employee that was experiencing problems in specific areas of their job. By the end of my time in this position I had revamped and created four to five new scoring systems.

SONY ONLINE ENTERTAINMENT SAN DIEGO, CA

Training Specialist Apr 2003 to May 2006

During my time as a Training Specialist I was responsible for training new hires to the Customer Service and Quality Assurance departments, writing training manuals, running quality checks on our CS teams, and working with QA/Development teams to bring new game changes to the CS team. During the new hire’s time with me I was in charge of managing the individual’s daily schedule; each person’s time with me lasted over the course of about two weeks.

SONY ONLINE ENTERTAINMENT SAN DIEGO, CA

Customer Service Representative Jan 2002 to Apr 2003

I was responsible for in-game Customer Service support. I assisted with any issues that a Customer may have while playing our games. For a brief period of time I was on a team that was in-charge of jumping from game server to game server assisting with general game situations. After this I become a Guide Contact. A Guide Contact was in-charge of assisting our in-game volunteers with any questions, comments, or concerns that they might have. We were also in charge of keeping the Guide issues maintained. I managed around four to five different servers during my time as a Guide Contact.

ELECTRONICS BOUTIQUE ONTARIO, CA

Sales Associate Dec 1998 to Jan 2002

In this position I was responsible for many aspects of customer service including dealing with customer complaints as well as implementing company policy. Other tasks include store inventories, closing the store, handling cash, and loss prevention.

OSI CUSTOMER SUPPORT AUSTIN, TX

Elder - Ultima Online Dec 1999 to May 2001

Originally this position dealt with customer support in-game then shortly after moved towards handling game events and quests. We were required to hold one training session for new players and two story events per week. A few of the in-game powers we were given was the ability to spawn creatures, create items, and teleport ourselves and others. Program was terminated May 9th, 2001. This was a volunteer position done in my spare time to gain insight into the gaming community and to help others.

STOMPED.COM MINNEAPOLIS, MN

Server/IRC Administrator Dec 1997 to Oct 2000

I maintained the Stomped.com IRC (Internet Relay Chat) network and was in charge of creating and enforcing server policy along with support for the users. Other tasks included compiling new server code, appointing operators under me, and re-routing servers to give the network and its users the fastest possible connection. The servers were run on the FreeBSD operating system. In Oct. 2000 this chat network was terminated. Everything I did for this network was volunteered out of my own time without pay in hopes of gaining further experience and knowledge.

Additional Experience

LOCALNET

IRC Co-Administrator Feb 1996 to Nov 1997

Maintained a single IRC server on the NewNet IRC network. The server belonged to the LocalNet internet service provider and was run on FreeBSD. I provided customer service for not only the users of my server, but for the entire network. I worked with many other IRC operators and administrators on policy and enforcing it to keep the network running smoothly. I left this volunteer position because I felt that there was nothing more I could learn from it and joined Stomped.com for further experience shortly after.

Personal Hobbies

Video Games

High end MMORPG raids

Computers

Japanese Animation

Reading translated Japanese Manga

Philosophy

Reading good, in-depth storylines to video games

Computer Experience

Microsoft Windows 98/ME/XP/Vista

Linux (2 years)

FreeBSD (2 years)

Microsoft Word

Microsoft Excel

Dos

Microsoft Office

Installing hardware

Internet and Networking

DevTrack

Future Plans

In the near future I plan to take various courses in computer programming, networking, and the Japanese language. I feel that these skills would be very useful in the computer industry.

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