EXPERIENCE:

7/2012 - Present

Industry: Computer Software

Senior Support Analyst

During a normal day, I'll meet with the customer to discuss the project progress. As needs are identified, I will prioritize them. For feature enhancements, I create TFS Product Backlog Items describing successful use cases. I have extensive experience with ArcSDE which I use to architect PostgreSQL and MS SQL server environments. I have scripted several maintenance workflows using proprietary and ArcPy resources to optimize performance. When needed, I perform customer presentations and training events. These range from webinars to on-site (at the customer). Communication is key, and I've gone through extensive lengths to get less technical customers on board with solutions they did not understand.

10/2011 - Present

President and Founder

I founded TMG as a hobby business. As founder, I am self-employed and work to ensure the self-sustaining success of this venture. Since creating TMG, I have established a brand and worked with partners and potential partners to find mutually beneficial solutions.

1/2005 - 7/2011

Customer Service Specialist

Established a customer service department Responded to customer inquiries (VIA: email , fax, mail, phone) Addressed BBB and highly sensitive inquiries Programmed Access VBA Applications Written Marketing Copy Webmastered two sites Performed Q/A Testing on software for user experience Trouble Shot workstations and laptops Scripted technical documents for use by the development team Implimented a complex reporting system for use as predictive service models Published detailed help sections including Adobe Flash tutorials Managed an internal Share Point domain Assisted in process improvement for internal processes Authored surveys to collect KPI’s

3/2003 - 9/2004

Customer Service Specialist 2

Provided customer service for a wide range of consumers. Responsibilities included processing credit card transactions as well as troubleshooting Internet Product deliveries. Was promoted within the first three months of employment.

EDUCATION:

9/1995 - 6/1998

High School or equivalent

My GPA was 3.5. My freshman year, I was presented the Clinton Acedemic awards. My major studies included Spanish language and Mathematics.

CERTIFICATION:

10/2011

1/2000

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