- Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
- (555) 432-1000
- resumesample@example.com
A Results-driven Professional experienced in the business of Verizon Wireless from a Network, Technical support and Customer service perspective. In my various careers I have developed skills in Project management, Business Analysis, Customer Service, Technical Support and Network Real estate terminology and purchasing order tasks. Presently versed in using real estate trackers for processing purchase orders, receiving purchase orders and for research. I have past experience in the development and design of computer systems, small business experience and a degree in Project management, I am organized and work well both independently and in a team.
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Submitting a Proposal for Purchase order process improvements to Powerful answers.
Wrote and Presented a Lean Six Sigma presentation how Zero-defecting the Troubleshooting guides would benefit the company.
Recommended that a Technical Support screen be added to the ACSS computer system. This was implemented.
Recommended that the ACSS computer system automatically check the MTAS system fields to save a few minutes off the time of these types of phone calls. This was implemented.
Lead a Team of employees on a Project that changed the direction of Project Management in the company.
Booz Allen Hamilton Inc. – San Diego, CA,
Team coordinator for computer related systems issues and updating of online of troubleshooting guides.
- Responsible for providing technical support to Verizon wireless customers in compliance with Verizon Wireless policies and procedures.
- Immediate testing of customer's issues throughout the troubleshooting process to verify the customer's technical issues is resolved.
- Decide the best way to resolve a customer situation bases on the needs of the customer and needs of the business.
- Provide solution oriented recommendations to customers in the form of education about their specific products like the Family Base, Verizon cloud, Email setup and Family Locator.
- Escalation of Verizon wireless systems problems to management, the ITSD or NRB departments.
- Daily use of the Mars, MTAS, ACSS, knowledge base, Info Manager, trouble-shooting guides and a variety of other Customer Service and technical Support software tools.
- Continual education of Verizon wireless products as new cell phones, technology, policies and processes change.
- Adding technical improvement suggestions into Powerful Ideas systems and TS guide feedback tools.
- New Hire Subject Matter Expert in assisting new hires in technical support while on phone calls.
- Technical Ambassador in educating Customer service representatives in techniques to lower their transfers to technical support.
- Resolved Escalated customer phone calls.
Mica Works LLC – City, STATE,
Performed all the responsibilities of owning a small business that sells website development products.
Micaworks Inc – City, STATE,
Business Consulting for the Depository Trust and Clearing house Corporation * Audited Computer systems. * Business liaison between the IT organization, functional business clients and database clients to design a security system for access to the Reorganization Global Corporate Action System (GCAS). * Conducted business exchange meetings with various company departments to gather, review business and testing documentation. * Reviewed, analyzed and edited business, system and technical requirements documents including logical and physical database design. * Provided consultations on various DTCC systems for business, technical, design and testing issues.
The Depository Trust & Clearinghouse Corporation – City, STATE,
- Throughout my Career at DTC I performed many roles. I started as a computer programmer and worked my way up to System Director. In this Career I have been involved in all processes, and tasks that are involved in creating, designing and implementing a large complex computer system. These Included;
- All project lifecycle steps; planning, scheduling, budgeting, risk management, contingency planning, quality assurance testing, critical path analysis, gap analysis and cost-benefit analysis.
- Conducted business exchange meeting to gather Business Requirements.
- Read, edited and reviewed all documentation relating to computer system design.
- Designed and reviewed systems, programs, policies, and regulatory requirements.
- Scheduled resource allocations, and managed project budgets.
- Wrote and reviewed Business and technical requirements documents.
- Communicated project status from small maintenance projects to large corporate initiated projects to various levels of organizational professionals.
- Functioned as a liaison between the IT organization, Business Development group, Corporate Reorganization group, Database Development group and Project Implementation groups for the coordination system planning, design, testing and implementation.
- Mentored team members on skill set development.
- Wrote and developed business requirements documents, project scope documents, team charter documents, technical system design documents and test plans.
- Managed the day to day requirements to keep projects, people and information moving and on schedule.
- Lead a team of company employees in a project that changed the direction of Project Management in the company.
- Managed a Team of 14 employees.
- Directed a Team of 2 managers and 40 employees.
- Designed, tested and wrote computer programs.
VILLANOVA University - ,
VILLANOVA University, PA July 2010 Certificate in Business Analysis
Pace University - New York, NY
Pace University, New York, NY September 1994 B.B.A. in Managmement of Information Systems
Keller University - Columbus, Ohio
Keller University, Columbus Ohio April 2013 M.A. in Project Management
University of San Francisco - ,
Certificate in Software Testing University of San Francisco (USF) December 2009
Certificate in Internet Marketing
Testing, Database, Documentation, Exchange, Liaison, Technical Requirements, Project Management, Assurance Testing, Budgeting, Budgets, Business Development, Business Requirements, Contingency Planning, Critical Path, Database Development, Gap Analysis, Gather Business Requirements, Maintenance, Project Lifecycle, Quality Assurance, Quality Assurance Testing, Risk Management, Scheduling, Test Plans, Trading, Web Database, Customer Service, Educating, New Hires, Receptionist, Retail Sales, Subject Matter Expert, Technical Support, Trouble-shooting, Verizon, Wireless, Access, Business Consultant, Business Liaison, Clients, Database Design, Security, Answering, Cell Tower, Db2, Excel, Paying, People Soft, Peoplesoft, Powerpoint, Purchase Orders, Real Estate, Sql, Word, Business Consulting, Business Analysis, Software Testing, Internet Marketing, Marketing
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School Attended
- VILLANOVA University
- Pace University
- Keller University
- University of San Francisco
Job Titles Held:
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- President/Owner
- Business Consultant - Depository Trust and Clearinghouse Corporation
- Director of Systems/System Manager/Programmer Analyst
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- M.A.
- Certificate
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