Customer Service Quality Assurance

EDUCATION:

MCSE ****/CCNA/Linux, Stanbridge College, 09/07 – 08-08 (Graduated 2008)

Certifications: CompTIA Security +, A + Certified Technician

Skills Summary: * GPOs * Active Directory * OUs * LEAN Champion

* TCP/IP * Outlook /Lotus * Dell, HP * Rollouts

* RAID 1, 5 * Copiers/Printers * BB/IPhone * Ghost

Areas of Proficiency:

• Communicating effectively with individuals, multiple teams, and multiple countries, to find and develop solutions for key areas of contention and company wide growth

• Hands-on quick learner, stay focused, work tirelessly, multi-task assignments

• Self starter with strong leadership skills.

• Strong project management skills, manage resources effectively

• Utilize management tools and troubleshoot problems.

Customer Service:

• Strong verbal and written communication skills

• Excellent customer service

• Strong judgment and problem solving skills

• Integrity and a passion for excellence

• Proven track record of translating user feedback into product improvements

Strong advocate for users to build products that exceed expectations

PROFESSIONAL EXPERIENCE:

Rockwell Collins/S&A Computers August 2008 – Oct 2010

Systems Integration/Administrator/Desktop Support

• Support over 1500+ users in 5 different locations, with multiple buildings at each facility.

• Perform on-site analysis, diagnosis, and resolution of end user hardware and software; implement approved corrective solutions (Windows operating system NT, 2000, XP, MS Office, and multiple other application issues)

• Install, configure, test, monitor, maintain, and troubleshoot end user workstations, desktops, and laptops. This also includes software products, cabling, and networked devices.

• Document reports for work performed and support for all maintenance activity

• Imaging and configuring systems, transfer/migration of data, installation of hardware/software, mapping printers/drives, and configurations of varying applications (Lotus Notes, Adobe, Visual Studio, etc.).

• Secure SLA benchmarks are met

• Assured customer expectations and escalations are met and exceeded

Interactive Ideas Nov 2006 – April 2008

Director of Business Process Development

• Assisted the President with the training and managing of new employees, performance evaluations, national and international production and shipping, business development, project management, and the design of clienteles' websites and materials.

• Re-structure internal operations and workflow of company and its sub-divisions: Accounting, Business Development, Distribution, Production, Sales, and Software Project Management.

• Managed lifecycles for new software development, applications, patches, and web designs.

• Work with customers on a daily basis to ensure customer satisfaction; act as point of contact with third party companies on our customers’ behalf.

• Performed Competitive Analysis for new clientele and developed layout for new or existing websites.

• Expanded our clients’ web presence utilizing front-end graphics and application design with back-end database development for administration to ensure back-end functionality.

CitiPacific Mortgage June 2003 – Oct 2006

Director of Operations

• Redesigned and implemented new Team and Departmental QA solutions in software development and implemented new procedures for company operations, marketing, sales, accounting, and business development.

• Provide strategic counseling / direction to executive management, ensuring alignment with overall vision and goals of the company.

• Researched latest technologies and work with senior management to determine the best technology advancements company wide.

• Continued ongoing market analysis to support strategic planning efforts and key initiatives of the corporation.

• Development and managed internal operations (for sales and production) and vendor relations.

Blizzard Entertainment May 1997 - Dec.1998, May 2002 - Mar. 2003

(Premier developer and publisher of entertainment software, one of the most popular and well-respected makers of computer games worldwide.)

Quality Assurance Analyst

• Quality Assurance for Diablo and StarCraft PC games (game of the year for 1997 and 1998 respectfully), Diablo II Expansion, Warcraft II BattleNet Edition, Warcraft III, and World of Warcraft.

• Responsible for creating, testing, and evaluating single player scenarios.

• Co-developed the various mutli-player and team formats.

• Redesigned and implemented new Team and Departmental Checklist for efficiency.

• Led Teams in executing multiple personnel checklists and testing scenarios.

• Assisted in, the identification and evaluation of targeted needs for solutions to address immediate issues for in-game development and the facilitation of Team and company wide success.

• Created the Campaign Editor’s User Help Menus functional design/content for StarCraft.

• Evaluated, consulted, and play tested single player and multi-player formats.

IT Consulting 2000 – 2002

• Providing IT Solutions/ Services to various companies.

Mendelson Associates Sept 1999 – April 2000

Director of Operations / Biz Development Manager

• Aided in the transformation of the company from a channel hardware reseller into a professional IT and Internet services organization.

• Increased gross profitability by 1200%

• Developed and managed internal operations and personnel which were designed to enhance the overall stability of the Company and the Clients’ growth strategies.

• Organized and implemented departmental restructuring: Accounting, Credit, HR, and Sales.

• Co-developed relationships with the Business Alliance Partners Microsoft, Citrix, MCI, and Global Network, Globix, Compaq, Hewlett Packard, Axent, IBM, and Radware. And expanded the Business Alliance relationships with Cisco, HP, and others Partners like Sun, Oracle, Veritas, Network Appliances, Concentric

• Increased company from 3-20 staff members (on the strength of cash flow, with no outside investment) within four months

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