EMPLOYMENT HISTORY:

Confidential

Customer Support Associate Cable

• As Team Lead I E-Care , responsible for supervising the daily activities of a team of 30 agents. Coach, evaluate, develop and assist associates regarding customer service skills, which is done via internet chat. Assure that all customer concerns, which include billing, sales, retention, cable, hsi and telephone repair are handled in a timely manner. Involved with training, planning and performance management.
• As Team Lead I CSG , responsible for supervising the daily activities of a team of 20-30 agents. Coach, evaluate, develop and assist associates regarding customer service skills and project related knowledge. Involved with planning, assigning, directing work, appraising performance, recognizing and rewarding successful performance. Also provide monthly presentations to the client.
• As an Escalation Desk Associate, responsible for identifying and resolving customer problems with products or services, including follow-up and/or escalation to ensure customer satisfaction. Provide concise, quality customer service in a professional and courteous manner for client projects. Assist in associate training and up-training.
• As a Customer Support Associate, responsible for assisting customers by troubleshooting cable related issues and offering additional cable services to the customer. Help customers through problem solving, while maneuvering through multiple computer system screens. Excellent communication and multi tasking skills are utilized on every inbound phone call.

Confidential

Lead Grocery Night Stocker

Responsible for training new employees as well as monitoring employee issues and concerns. Oversee all employees and operations of entire store. Responsible for unloading products from delivery trucks and stocking shelves with these items. Daily product ordering in assigned aisles, with focus on minimal over-stocks and out-of-stocks. Cleanliness and fullness of shelves are also critical. Handle customer questions and assist them in finding products throughout the store.

Confidential

Manager

Manager of a RadioShack store. Responsible for many aspects of retail management and employee development. Daily duties include merchandise ordering, customer service, bank deposits and employee relations. Develop monthly sales plans along with daily goals to attain them. Assist employees with sales techniques, product knowledge and methods to reach store specific goals. Handle customer questions and concerns in a professional manner. Attend weekly manager meetings and conference calls.

Confidential

DSD/PLU/Grocery Night Stocker

As a DSD Direct Store Delivery personnel, responsible for verifying vendor invoices for accuracy of piece counts and dollar figures, both incoming to and outgoing from the store. Discrepancies, new and old sale items as well as other inventory issues are maintained using the IMS Inventory Management System application software. As a PLU Price Look Up personnel, maintain accurate prices of all store items, including new, discontinued and sale items. Continuous updates of shelf tags and bar codes is critical. As a night stocker, responsible for unloading products from delivery trucks and stocking shelves with these items. Daily product ordering in assigned aisles

Confidential

Took time off from the work force in order to upgrade technical skills. Self-taught beginning visual basic, which was followed by an advanced visual basic course and a java programming course at Belmont Technical College in

Confidential

Sr. Programmer/Analyst - Consultant

As a consultant, develop and maintain online and batch applications for both the Health Benefits and Pension Funds systems for the BCTF International Union. Provide daily production support. Work directly with the Union end-users to provide timely and accurate enhancements. The above systems and applications are written in COBOL, and utilize DMS, DPS, TIP, IPF, ECL, FORMGEN, MSAM and more on a UNISYS CLEARPATH IX 2200 mainframe environment.

Confidential

Sr. Programmer/Analyst - Consultant

• As a consultant, perform new development and complex modifications to both online and batch applications for the Barging, Boat Tracking and Revenue systems for ACBL. Involved in all stages of the system development life cycle for the migration of these mainframe systems into IBIS, a system written in Visual Basic and Oracle. Work directly with dispatchers, the Corps of Engineers and others to produce timely and accurate technical solutions.
• Help with 24/7 production support. Successfully completed a new IRS requirement ExStars in which data is extracted from the mainframe and produces IRS Form-720CS, which is filed monthly. All the above systems and applications are written in COBOL, and utilize DMS/RDMS, DPS, TIP/HVTIP, IPF, ECL, FORMGEN, MAPPER and more on a UNISYS 1100/2200 mainframe environment.

Confidential

Group Manager / Team Leader / Programmer

Provide daily administrative and technical management and oversight of the Defense Industrial Financial Management System DIFMS team. Responsible for establishing and enforcing procedures to assure that all tasks performed meet standards, quality, estimated cost and schedules. Coordinate development, quality assurance, configuration management, documentation support, software maintenance and daily supervision of subordinates. Develop comprehensive project plans determining the allocation of tasks with the project organization, ensuring costs are within budget, maintaining technical performance on each task and prepare reports and deliver briefings on the status of task assignments to contract management. The DIFMS system is written in COBOL, and utilizes DMS, DPS, TIP, QLP, IPF, ECL and Report Writer on a UNISYS 1100/2200 mainframe environment.

Confidential

Sr. Systems Development Specialist

Supported the Conversion Implementation of the Naval and Airforce sites converting their current financial systems to the Defense Industrial Financial Management System DIFMS . Also performed in a team leader capacity, supervising four people on a Quality Assurance effort. Responsibilities include developing, maintaining and modifying complex financial and inventory management programs utilizing structured coding techniques developed in COBOL, as well as DMS-1100, DPS-1100, TIP-1100, QLP-1100, IPF-1100, ECL and ReportWriter on a UNISYS mainframe environment.

Confidential

Sr. Information Systems Specialist - Consultant

Performed analysis and testing of all IRS systems to ensure Y2K compliance. Testing encompassed multiple platforms including SUN E10000, Pyramid, UNISYS, IBM and UNIX. Duties also included writing test procedures, document evaluation and being team lead on the IRS INOMS system a problem reporting and tracking package . Also performed full functional testing on the Totally Automated Personnel System TAPS the personnel and payroll system for the IRS. Possess IRS MBI clearance.

Confidential

Computer Specialist II

Assigned to the Patuxent Naval Aviation Depot Operation Center NADOC . Duties included system analysis, design and maintenance of complex software related to the Naval Aviation Industrial Financial Management System NIFMS . Responsible for developing, modifying, testing and documenting structured COBOL programs to ensure compliance with specifications utilizing DMS-1100, DPS-1100, TIP-1100, QLP-1100, IPF-1100, ECL and ReportWriter on a UNISYS mainframe environment.

Confidential

Programmer/Analyst

• Responsible for providing support to design, build, test, document, and install new on-line and batch applications for the
• Goddard Space Flight Center NASA . Provided critical maintenance of production systems in an operational mode in
• terms of efficiency, readiness and operational documentation. These systems are written in combinations of COBOL,
• Natural 2.2, RAMIS and UFO running under CICS or TSO on an IBM ES9000. Also provided PC support utilizing Windows, TCP/IP, UNIX, C, Visual Basic and more. Possess NASA clearance.

Confidential

Programmer/Analyst

Duties included developing and maintaining the Toxic Chemical Release Inventory System TRIS for the U.S. Environmental Protection Agency. This included developing detailed program specs, making code enhancements and modifications for both on-line and batch, analyzing program design and providing clear documentation, in an ADABAS/Natural 2.2 environment. Also responsible for running weekly production reports critical to the EPA. Supervised newly hired programmers and responsible for training them on TRIS.

Confidential

Programmer/Analyst

Developed and maintained the Integrated Data Services - Management Information System IDS-MIS for the Defense Communications Agency. This involved analysis of user reported requirements and problems, developing methods for resolution, code, debug, test, implement and document both on-line and batch application programs, utilizing Natural 2.1, JCL and ADABAS on an AMDAHL 5850, as well as UNIX. Secret clearance obtained.

Confidential

Sr. Associate Programmer/Analyst

Responsible for upgrading applications for the Goddard Space Flight Center NASA , performing both major and minor modifications and enhancements on an IBM 3090 mainframe. This experience involved rewriting programs written in IRS Inquiry and Reporting System, a payroll system to Natural 2.1 and/or COBOL, and updating job documentation for both on-line and batch production applications. Possess NASA clearance.

Confidential

Systems Accountant

Responsibilities included journal entries, bank reconciliations, posting of A/P and A/R, running payroll, and generate financial statements on an automated accounting system Solomon . Prepared 10-Q and 10-K reports. Also provided DBASE programming for the company phone system.

HARDWARE EXPERIENCE: UNISYS 1100/2200 IBM ES9000 IBM 3090 AMDAHL 5850 DEC VAX

IBM-PC compatibles Macintosh Novell and Windows NT networks

LANGUAGES: COBOL JAVA VISUAL BASIC HTML NATURAL ECL/JCL PASCAL BASIC C/C

SOFTWARE EXPERIENCE: DMS/RDMS DPS TIP/HVTIP QLP IPF ECL REPORT WRITER FORMGEN ADABAS TSO/ISPF MVS/XA/ESA MS VISUAL STUDIO.NET DOS WINDOWS MS OFFICE UNIX TCP/IP FILEAID FTP VSAM/ISAM PREDICT SQL DBASE RBASE WORDPERFECT LOTUS 1-2-3 PC ANYWHERE QTERM VIRUS SOFTWARE QUARKXPRESS PAGEMAKER ACSR KRONOS INSTANT SERVICE and more