Customer Support Specialist Resume Profile

Professional Experience and Capabilities
IT project management and tools MS Project, Visio, MS Office	Business process engineering and improvement	IT production systems management
Cross functional team leadership	Enterprise architecture	Database design/programming and tools Oracle, Oracle PL/SQL, TOAD, MS Access, ERwin
Data warehousing	Business intelligence reporting and tools Business Objects, Crystal Reports, Oracle Reports	Help desk and end-user support
End-user training	Functional and technical requirements analysis/definition	Software test planning and execution
Small business planning, startup, and operation	Non-profit organization leadership and management	Senior management decision support
PMO Project Management Office	PMP Project Management Professional	SDLC Software Development Life Cycle
Telecom billing systems Amdocs Ensemble	Sales commissions systems Oracle Commissions	Financial systems data analysis and reporting Oracle Financials, PeopleSoft
Vendor selection and management	Technical writing and editing

Confidential

Started a retail dry cleaners in an area where one had not existed for 40 years and grew it to 100,000 annual sales with four full and part time employees.
Startup planning including preparation of a business plan, startup financing, vendor selection, site selection and renovations.
Instituted pickup/delivery service in an underserved area doubling revenues.
Developed an out-sourcing agreement for production tasks as a cost cutting strategy.
Managed all aspects of day-to-day operations including HR, marketing, customer service, financial management, taxes, and regulatory compliance.

Senior Analyst/Technical Project Manager

Confidential

Responsible for decision support data gathering and reporting in the Office of the CIO including department-wide status reports and Balanced Score Card.
Analyst role in an IT SWAT team set up to evaluate significant sales commission issues rooted in both business process and system problems. Resolved over 100,000 claims over a six-month period and eliminated those problems going forward resulting in significant morale improvement and decreased turnover among approximately 50,000 Sprint Sales Associates and indirect dealers.

Programmer/Analyst/Systems Manager/Project Manager

Confidential

Managed a cross-functional and geographically diverse team of employees and contractors to develop and test interface code between existing systems and new wireless billing system. Total contract value approximately 10,000,000.00 and affecting over 15,000,000 wireless customers.
Analysis on a project to re-flash operating system software on over 100,000 handsets due to a manufacturer programming error.
IT owner operations, maintenance, enhancements, help desk, and end user support of Nextel's sales commission database used to pay approximately 10,000 sales people and dealers.
Owned the IT portion of Nextel's financial reporting and analysis and managed a team of 13 employees and contractors.

Owner and Senior Consultant

Confidential

Major project engagement to develop and support a PC-based telephone bill analysis program for MCI which won Best New Product of the Year at the COMNET show, 1991.
Provided help desk and new user training for the bestselling worldwide PC-based magazine circulation system.
Developed computer-aided testing software to be used with a set of wireless, data entry keypads.
Modified/enhanced an open source PC-based accounting system for sale to the property management industry.

Customer Support Specialist/Help Desk

Confidential

Sole responsibility for help desk support and training for 100 customers located throughout the US and Canada.

Vice President

Confidential

General management of a fee-based health care employment agency that generated over 2,000,000 in annual wages for those we placed, including applicant screening and job placement.
Designed and built a custom PC-based employment agency billing system.
Oversaw the rollout and growth of a new temporary staffing service of the company and built sales from zero to over 250,000.00 annualized revenue.