| Objective: |
To
be continually challenged as part of an innovative programming team, where
my programming skills can make a contribution. To continually increase
my knowledge and apply those learnings to client projects and team endeavors. |
| Experience: |
|
Orange
Maze Productions
(An Integrated Computer Care Company)
1996 - Present |
New York, N.Y.
President and Founder of Computer Consulting Company
- Sales
and marketing for client and freelance projects
- Programming
and network installation for Windows XP, Windows 2000, Windows NT Server/Workstation, Windows 95, Windows 98,
LINUX, MacOS, HTML, JavaScript, PERL, PHP, JSP, Java, TCP/IP, MySQL,
- Designed
sites using Flash, Dreamweaver, Photoshop, Corel, and other apps as
needed.
- Created
various databases and e-commerce sites
- System
Administrator for several small businesses (up to 50 computers on
a small network)
- Database Administrator for Sybase, and MySql
|
T-Mobile
(Wireless Communications)
2004 - 2011 |
Allentown, PA
Customer Care Representiative / Technical Support
- Technical Support Tier II: January 2004 - October 2004
- Assisted Customers with device issues and networking issues.
- Assisted fellow co-workers as floor support, and assisting new hires when they graduate from training
- Advanced Technical Support Tier III: October 2004 - May 2005
- Provided floor support for TSG Reps
- Assisted customers with data devices such as PDAs, Blackberrys, Sideckicks, and Air Cards
- Insured all the required information is in the ticket generated to be sent to Network Operations Center
- Created tools, such as the ATSG Portal, PDA Portal, and The SMS Ticket Tool
- Trend Analyst: May 2005 - July 2005
- Track and trend of issues to create customer impact statements, escalate critical customer impacting issues to the Network Operations Center
- Communicate known issues to Customer Care, Technical Care, Business Care, Resource Planning, and Network Operations
- Monitor and provide feedback for quality of trouble tickets submitted by ATSG Tier III
- Monitor "Bat Phone" for calls from outside vendors
- Liason between Customer Care and Netowrk Operations
- Technical Care Senior Tier II / III: July 2005 - April 2006
- To assist the Coach with developing Technical Support Reps by providing mentoring
- Provide floor support for the Reps
- Assist escalated customers
- Monitor RTA and keep track of customer call queue
- Run daily reports
- Track rewards and recognition
- Review weekly stats
- Side by side monitoring, and providing feedback to CSR's
- Respond to CRS's concerns, suggestions, and needs
- Created additional tools such as the Memo Generator, while continuing to support previously created tools
- Coach: All Technical Support Tiers: April 2006 - 2011
- Weekly coaching of TSR's
- Review of Metrics
- Weekly reports
- Prepare agenda for Team Meetings, communicate changes, and business updates
- Performance Evaluations
- Develop Technical Care Representitives into future leaders
- Assist in rolling out new products and services
- Assist in launching and converting new technical care centers
- TSG Portal Page Team: October 2004 - 2011
- Created an integrated application as part of a grass roots project. The goal of the project was to enhance efficiency, and increase the ability of the TSR to concentrate on the customers experiance. We combined tools, and other appilcations into a unified, easy to use interface. We worked on reducing mouse clicks and keystrokes the TSR needed to enter, as well as creating a standardized method for user input. The Portal page was quickly adopted by many TSR's, and has undergone several revisions with great user input.
- The Portal was created using HTML and JavaScript, using AJAX to bring information from many resources in a seamless manner.
|
Burson-Marsteller
(Interactive Media Team)
1999 - 2001 |
New
York, N.Y.
Web Developer / Programmer
- Served
as lead 'back-end' developer for client projects.
- Created
interactive Web pages using MySQL, Oracle, Flash, PHP, PERL, JSP,
JAVA, JavaScript.
- Worked
on projects for Fortune 500 companies including IBM, Sun Microsystems,
Accenture, Sony, Highmark, Anderson, RJ Reynolds, and RR Donnelley
- Developed
intranets/extranets for collaborative workflow for clients including
Fujitsu, Accenture, Qualcomm, Texas Public Utilities Commision, R.R.
Donnelley, Peregrine Systems
- Developed
back-end database stucture and programming logic for a major healthcare
company website
|
Computer
Talk
(a magazine for computer users)
Jan 1995 - Feb 1996 |
New York, N.Y.
Founder, Editor In Chief of Computer Publication.
- Design,
Layout, Network Administrator, Writer, Sales
- Performed all aspects of creating, publishing and sales of a local New York
based computer magazine.
- Created
an internet pressence for the magazine
- Used
Quark, Photoshop, Corel, WordPerfect.
|
| Achievements: |
|
| |
- Created
publication, 'Computer Talk' in 1995
- Founded
Web design and development company, Orange Maze Productions, in 1996
- Teamed
to conceptualize and develop VIPRE, a rich-media e-mail system.
- Improved
integration of legacy components on heterogeneous systems to perform
on web.
- Facilitated
migration of database from Sybase 4.2 on HP SCO-UNIX to Sybase 8.9.2
on Red Hat Linux 6.2 while upgrading from Power Builder 3.1 to Power Builder
6.5.
|
| References: |
|
Additional projects that I contributed to that can be
viewed online include:
[www.bm.com]
[www.vote.com] [www.mbbarch.com][www.highmark.com]
[www.concerts-db.com]
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