Damian P. Christensen
11758
S. District Dr. #203, S. Jordan Utah 84095
801-230-8395
damianpchristensen@hotmail.com
Developed Skills
________________________________________________________________________
Leadership
Administrative and Management Skills
Including
employee scheduling, training, employee relations, employee morale and
motivation, hiring & interviewing, disciplinary/corrective actions,
performance review, team building, forecasting, interdepartmental
communications, book keeping and analytic skills, and building/maintaining 3rd party
vendor or client relations.
Information Technology Skills
Including
experience with Adobe SiteCatalyst and Discover, Selenium IDE, Microsoft
Word, Microsoft Excel, Microsoft Outlook, Zimbra Collaboration Suite and
Citrix GoToMeeting. Experience with troubleshooting in Microsoft Windows NT,
2000, XP and 7 for both internal and external facing clients.
Familiar with Agile development
methodologies with focus on QA testing, Regression testing defining
acceptance criteria and the creation and implementation of test plans.
Work Experience
________________________________________________________________________
September 2014 -
Current
inthinc Technology Solutions Technical
Support
February 2011 – September 2014
1-800 CONTACTS/Glasses.com Rx Verification
Specialist, Software QA Analyst
March 2009 – July
2010
United First
Financial
IT Liaison, QA Analyst, Agent Helpdesk
April – 2002 – March
2009
Teleperformance USA Overnight Call Centre
Supervisor, Offshore Recruiter, Workforce, QA Verification Supervisor/Trainer
Certifications
__________________________________________________________________________________
Certified Scrum Master - March
2015
Professional Accomplishments
________________________________________________________________________
Teleperformance USA,
Revised training process for new hires
to ensure compliance with company and client standards and to ease onboarding
process.
Developed coaching process to provide 1
on 1 guidance to team members and address potential problem areas when
necessary.
United First Financial:
Implemented IT ticketing process to
review, address, and if needed, escalate associate issues to ensure timely
resolution resulting in an overall ticket response time of 2 hours (down from
24 – 48 hours)
1-800-CONTACTS/GLASSES.COM
Assisted in the design and development
of internal email processing system to increase productivity from Rx
Verification support and reduce the reliance on vendor software.
Assisted in the transition from
external to internal development for glasses.com retail website.
Inthinc Technology Solutions
Assisted in the development of an
onboarding/training schedule for new technical support representatives to
improve productivity of new hires.
__________________________________________________________________________
Summary of Duties
Inthinc Technology Solutions
September 2014 - Current
Working with 3rd party and internal technicians to provide needed
assistance in resolving issues involving sattelite, and cell communications,
wiring, and power, and general install guidelines while working on or
installing tracking hardware in a client vehicle.
Reviewing incoming emails and responding to customer concerns to
resolve common reporting or device health issues in a timely fashion and
escalating to other departments or teams when needed.
Working with new hires to provide onboarding and troubleshooting
assistance during their initiation period to enforce team and company
communication.
1-800
CONTACTS/Glasses.com
February 2011 – September 2014
Working with internal and external
development teams to assure that the acceptance criteria for new software
releases provided by the business analysts are understood across the
development teams and is testable within the quoted time frame.
Reviewing software updates in
development, staging and production environments to assure that acceptance
criteria set by business analysts are met.
Building and maintaining a regression
testing suite to assure updates are compatible with current builds.
Performing short daily meetings with
development leadership to assure development is on schedule for planned
release time and to identify problems or delays that might effect the
release.
Reviewed incoming contact lens
prescriptions from customers and eye care providers to assure that
prescriptions are filled in compliance with the Fairness to Contact
Lens Consumers Act (FCLCA) and communicated with customers to provide any
necessary updates regarding their order or shipping information.
Placing outbound calls to eye care
providers to confirm customer prescriptions and order information in
compliance with the Health Insurance Portability and Accountability Act
(HIPAA)
United First Financial
March 2009 – July 2010
Received inbound calls from independent
contractors to provide technical support in accessing, optimizing and
presenting the proprietary software being sold, or any technical issues the
agents may have in accessing their own personal back office suite.
Acted as IT Liaison between the call
floor and IT to document and resolve any technical issues that could be
addressed immediately or escalate when necessary to the appropriate IT or
development staff.
Reviewed new software releases in
staging and production environments to ensure stability and provide user
feedback to project managers and development leads.
Teleperformance
USA
April 2002 - March 2009
Provided training and onboarding for
new employees.
Held and attended routine meetings with
clients, liaisons, management and employees to calibrate on expected call
quality and compliance with client and company needs.
Performed weekly audits on employee
output including emails, chat, data entry and calls to verify that required
quality and customer service metrics were met.
Maintained
a QA reporting log to provide verifiable data on quality trends and employee
performance.