SUMMARY:

I design and develop a wide range of applications that are utilized by the Customer Support organization that help maintain relationships with our customers. I am working on solutions to create stronger integrations between Confidential (formerly Confidential ) and Siebel. Working on and managing multiple projects at a time, I utilize LAMP stacks and various programming languages and frameworks to build custom solutions to support our customer experience.

TECHNICAL SKILLS:

Languages/Frameworks/Applications: Oracle Service Cloud, PHP, C# .NET, Node.js, JQuery, Laravel, CodeIgniter, Ajax, Bootstrap, MySql, MSSQL.

EXPERIENCE:

Confidential, Alpharetta, GA

Software Engineer

Responsibilities:

• Design and develop solutions for Confidential (Oracle Service Cloud) to improve the user experience and integrate the system with other enterprise applications.
• Utilize Soap, REST, and Confidential APIs to move data into and out of Confidential for objects such as incidents, contacts, file attachments, custom objects, and custom fields.
• Develop and maintain PHP applications that integrate with data from multiple databases such as MySQL, MSSQL, and Informix.
• Design and develop mass email application to handle customer notifications for the customer support department, capable of handling thousands of high priority messages to our customers at a time.
• Leading setup and design of digital signage in the call center to display near real - time data utilizing open source and custom software to integrate with REST APIs for data.
• Create LAMP applications utilizing frameworks such as Codeigniter and Laravel utilizing frontends built with JQuery and in some cases Backbone.js.
• Design applications to work in HOT/HOT DR environment with load balanced setups.
• I manage our lamp stacks working with our system engineer to make sure that the correct software is installed with the appropriate PHP extensions that are needed.
• Update existing applications utilizing Ajax, HTML5 and newer CSS designs including Bootstrap for some projects
• Mange project timelines and objectives to complete each project.
• Currently learning Genesys IVR system as backup administrator for the company IVR.

Technical Support Analyst

Confidential

Responsibilities:

• Supported customers on various browsers with technical issues, including Internet Explorer, Firefox, Chrome and Safari.
• Assisted customers who have been locked out of the site or have been locked out of their accounts.
• Assisted customer with Billing questions for credit card customers
• Explained background check process and procedures as well as advising customers of ETAs for background completion.
• Helped customers setup accounts so that they were able to have access for each person in their company that needs access to background checks.

Confidential, Wilmington, NC

Technical Support Coordinator

Responsibilities:

• Trained and transitioned a team of 21 new hire Customer Service Representatives.
• Supervised teams up to 14 tenured Technical Support Representatives.
• Coached team on quality observations, adjusted calls, hold time, schedule adherence, customer surveys including Net Promoter Scores.
• Team Led Call Center with 0.02% disconnect rate for month of August 2008.
• Increased First Call Resolution by 9.8% with tenured Technical Support teams.
• Increase First Call Resolution by 8.73% with new hire Technical Support Representatives.
• Leading Performance appraisal for 2009 year while working as a supervisor.
• Created and facilitated trainings to transition data products and troubleshooting procedures for technical support.
• Team leader creating Device Certification for Wilmington Call Center training representatives to troubleshoot Smartphones and data devices.
• Knowledge Base contributor reviewing, correcting and submitting new processes for troubleshooting into the Confidential Knowledge base.
• Supported troubleshooting of Blackberry, Windows Mobile, Palm, iOs and Android devices. Also Supported Mobile Broadband Modems and various software on Mac, Windows XP/Vista/7.
• Resolved billing and equipment issues on inbound calls.
• Handled escalated complaints while working in Supervisor Queue.
• Led team meetings explaining Net Promoter Score and First Contact Resolution statistics.

Confidential, Jacksonville, NC

Quality Assurance Representative

Responsibilities:

• Supervised and scheduled as many as 120 representatives on special projects.
• Managed quality assurance representatives schedules as well as administered corrective action warnings for department.
• Monitored representatives productivity, making sure all processes were efficient and identifying any training opportunities
• Automated department reports reducing work hours for the department by 20% using VBA and ODBC connections.
• Created and maintained databases used for logging sales verifications and call monitoring records.
• Created Excel and Word templates for use with sales verifications and quality observations for new company projects, working with vendors to make sure all requirements were met.
• Handled high volume inbound calls for multiple vendors, while also handling emails and supporting customers via online chats.
• Handled escalated customer complaints when assisting supervisors.