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Technical AnalystMay 2010 - Jul 2013 (3 years)
Process improvement leader in high call volume inbound call center, fielding requests from students, staff and faculty regarding Online Learning Systems and Resources. Realized $275 K in savings via proactive Call Trend Monitoring and Alerts system. Implemented strategies to promote exceptional service aptitude and continuous process improvement initiatives. Notable Projects: - Knowledge Centered Support (KCS) Implementation - Trouble Ticket Categorization - VuStats Aux Time Schedule Adherence - Tailored Key Performance Indicator (KPI) Statistical Analysis and Reporting - Average Handle Time (AHT) Root Cause Analysis - Nail the Basics (NtB) - Call Center Trending & Alerts - SalesForce Reporting & Analysis - SharePoint Design and Development - Shorthand Readers Club founder - Onboarding Training Program Manager
Founder, Owner, Software & Analytics EngineerApr 2009
Recently specializing in Full-Stack dev for Drupal 7 and 8. Exp working with Drupal theming and custom module dev, extending and altering Core API functionality such as Search API, Rest API, and on contributed projects like Open Social, Groups, VBO, Forms API, Domain Access, Paragraphs, Content Sync, and others. DevOps exp working with several Docker stacks and platforms, including Docksal, Wodby & Acquia using shared and cloud hosting on Cloudways, [login to view URL], Acquia and AWS.
Software Developer AnalystSep 2005 - Apr 2009 (3 years)
Designed proprietary Student Information System (SIS) modules, Application Program Interfaces (API) and Database Connectors. Worked within Progress Rapid Development Environment (RDE) utilizing Agile Project Management (PM) techniques alongside mature Project Management Office (PMO). Performed root cause analysis, process discovery and system performance monitoring. Executed data scrubbing, transformations and monitoring in production systems. Duties included various forms of unit testing, end user documentation and training sessions. Notable Projects: - Automated Address Validation - US Postal Code Imports - Marketing Campaign Import to Leads System - Sales Performance Tracking and Rewards System - Regression Testing Previous Duties included: Triaged incoming SIS issues, performed extensive stack error tracing and executed data changes in Progress, Crystal, Business Objects and Citrix systems. Processed requests for on-site assistance with company equipment and system issues. Performed asset management tasks and custom image deployments and activities utilizing PXE Boot, RIS and Acronis True Image. Maintained and issued new employee security badges, PBX, Voicemail and Telco Service Requests. Worked at Disaster Recovery fail-over site. Fulfilled toner and maintenance Printer requests and issues. Assisted end users with effective business software and system usage.
Technical Support Representative Level 2Feb 2004 - Aug 2005 (1 year)
Accepted incoming calls for DSL, Fiber-to-the-Premises and DSL Gateway equipment. Identified DSL equipment, line and online service and software issues. Processed DSL equipment replacement requests and escalations. Identified and configured TCP/IP and routing solutions for Home and Business Networks. Educated end users about Router configurations and Wireless access.