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Skillful Customer Support Manager resume

STEPHEN THORNHILL
Summary
Experienced Software Developer that still has the desire to learn. Diverse industry experience in healthcare,automotive and printing. Professional expertise includes the entire Software Development Life Cycle. Enjoyworking with clients and solving their issues. Able to communicate effectively at any technical level.
Skills
Strong analytical skillsCustomer needs assessmentProgramming and design skillsWeb Site Design and DevelopmentStrong collaborative skillsGUI and toolsExcellent problem solving skillsStructured query language (SQL) expert Technical Skills SkillsProficiencyTotal YearsLast UsedSharePoint 20132CurrentHTML5, ASPX, CSS2CurrentJavascript12CurrentHTML, ASP11March 2013Microsoft Office21CurrentWindows21CurrentUnix20February 2014C++4January 2008Cobol15February 2009C12March 2006EDI (ANSI,EDIFACT)14February 2009SQL16March 2014VBA2March 2014
Accomplishments
  • ITIL Foundations Process Improvement Part of team that replaced paper reports (that filled the car trunks of 87 zone managers) with a reportingsystem running on a laptop.Automated 90% of the process to "onboard" physician practices to a Physician Network and HealthInformation Exchange, reducing the processing time by over 93%, on average.Developed web-based Asset Management and Billing System that reduced the monthly billy process fromfour days to under 2 hours.
Experience
07/2016 to Current
IT Quality Assurance Analyst Specialist Henry Ford Health System Rochester Hills, MI
Moved to new role, still on the Workflow, User Interface, & Analysis group of the Collaboration Solutions team within the Corporate IT department.
  • Lead the testing effort as OneHENRY releases progressed through three environments, ending with the Production environment/ as Standardized 
Took on the role of Business Analyst for development of Electronic Forms and Surveys for OneHENRY (corporate intranet) when those projects were struggling and brought them to completion.
03/2015 to 06/2016
IT Senior Applications Systems Analyst/Programmer Henry ford Health System Detroit, MI
Moved to the Workflow, User Interface, & Analysis group of the Collaboration Solutions team within the Corporate IT department.
Conducted extensive analysis and testing of Microsoft's Project Siena, creating a Proof of Concept for its use as a prototyping tool.
Part of team that developed User Interface standards for OneHENRY. 
  • Developed process to automate, where possible
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04/2014 to 02/2015
IT Senior Applications Systems Analyst/Programmer CurrentHenry Ford Health MI

Joined the Development group of the Collaboration Solutions team within the Corporate IT department.

  • Part of team that developed Proof of Concept for Policy Portal (Document Management/Search) using SharePoint 2013. This included gathering requirements, coding, and testing
  • Conducted extensive analysis and testing of SharePoint 2013's My Site feature prior to piloting it at HFHS.
  • Developed functionality for OneHENRY (corporate intranet site.)
12/2009 to 04/2014
Programmer Analyst Senior Professional CSC Farmington Hills, MI

Contracted to Henry Ford Health System (HFHS,) initially on the Departmental Applications and Programs (DAP) team within Corporate IT.

  • Supported more than 40 business and clinical (24/7) applications throughout HFHS' hospitals and clinics. Included resolution of client issues, upgrading applications, and working with vendors.
  • Part of team that kept the Surgical Information System running for the Surgical Department after the sole employee that managed/knew the system left the company.
  • Stepped in to manage issues for the Syngo application that was overwhelming the Cardiology Department's own IT group. Once the application was stabilized, was part of the team that transferred management of it to the DAP team.

Moved to the Physician Connectivity Team in November, 2011

  • Developed interface from HFHS' EMR to a third-party Health Information Exchange (HIE)
  • Improved the process to provide HFPN physicians with access to the HIE. 
  • Developed process to extract data from scheduling system for use by a marketing firm.
  • Authored and executed decommissioning plans for various systems after new EMR system implementation.
10/2009 to 12/2009
Henry Ford Health SystemDetroit
  • MIVolunteered in the Corporate Management Services department.
  • Assisted in designing Productivity Monitoringand Document Management systems.
02/2008 to 02/2009
Senior Developer Radley CorporationSouthfield
  • MIDeveloped new functionality and maintained existing functionality of an automotive release accounting system(EDI and demand management,) including: New solution for storing/reprinting bar code labels.New solution using third-party bar code software to print QR Code bar code labels.Rewrote the Invoice Allowance/Charge Maintenance function.Implemented handling of numerous EDI transaction Sets (ANSI X12, EDIFACT, VDA).
01/2002 to 01/2008
Project Manager Impressive SolutionsFarmington Hills
  • MIPerformed all aspects of system development: gathering client requirements, system design, coding, testing,documentation, implementation, training, and support.
  • Major projects included: Three web-based Order Entry and Document Management front-ends to the print shop managementproduct.Two web-based Shop Floor Status systems to status and track print orders through the production cycle.Web-based Client Issue Tracking System for internal use.Web-based Asset Management and Billing System.
08/1996 to 02/2002
Programmer/Analyst Radley MI
  • Part of team that upgraded EDI product to a web-based system.Supported EDI product.Developed interface between EDI product and Oracle MRP system.Supported 3rd-party MRP system for 26 clients, including customer issues, applying quarterly upgrades tocustomized modules, and developing enhancements.
01/1995
Genzlinger AssociatesTroy, MIClient Manager
  • Worked with nine clients in determining their needs, designing a systems solution, coordinating theirprojects.
01/1994
Development Support Analyst
  • Scheduled all programming tasks, managed client project data, programmer training, quality control, anddocumentation.
01/1993
Customer Support Manager
  • Oversaw quality assurance, documentation, and support hot line.
01/1992 to 08/1996
Client Manager, Development Support Analyst, Customer Support Manager, Prog./Analyst
01/1992
Programmer/analyst
  • Developed forecasting application.Performed maintenance for applications within an MRP solution.
03/1989 to 01/1992
Field Manager/Consultant
  • CIBERDearborn, MIContracted to an automotive manufacturer.
  • Developed customer monitoring and contact management applications for use on laptops by fieldpersonnel.Developed multi-user version of those applications for service center.Developed multi-user support call logging application.
01/1988
MIProject Leader
  • Supervised staff of three programmer/analysts developing EDI software.
01/1988
Customer Service Manager
  • Supervised two people that installed EDI, bar coding, and MRP software.Developed customer service tracking system, improving customer satisfaction and system installationprocedures.
01/1987
Programmer/analyst
  • Developed BCG "CRADLE" (core modules) for migration of EDI software from PC to VAX and HP3000.Installed EDI system for automotive and other industries.
03/1985 to 03/1989
Consultant, Customer Service Manager, Project Leader Birmingham Computer GroupDearborn
11/1982 to 03/1985
Systems & Programming Supervisor ESC SolutionsBirmingham
01/1978 to 11/1982
Programmer F. Joseph MI
  • Developed and maintained programs and documentation for assigned systems.Developed Cost Estimating and Pricing System on outside service, then brought in in-house.
Field Manager programmer/analysts
Leadership
  • Served as leader of design team.
  • Technical Training Actively mentored, trained and supervised new support staff for several months to provide on-call supportand improve general professional skills.
Education and Training
April 2015
Bachelor of Science degree Industrial & Systems EngineeringUniversity of Michigan MI
Skills
accounting system, ASP, Asset Management, automotive, Billing System, C++4, Cobol, Concept, contact management, CSS2, Client, clients, customer satisfaction, customer service, designing, Document Management, documentation, EDI, Estimating, forecasting, HP3000, laptops, logging, marketing, Exchange, Microsoft Office, SharePoint, migration, MRP, Oracle, Order Entry, Pricing, print shop, problem solving, coding, programmer, programming, prototyping, quality assurance, quality control, scheduling, Site Design, SQL, system design, user support, Technical Training, upgrades, upgrade, VAX, VBA2
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Job-winning Customer Support Manager resume

Michael Conrad
CAREER SUMMARY
Entrepreneurial, innovative Customer Support Manager with extensive business development experience within highly competitive markets. Analytical professional skilled in successfully navigating corporations large and small through periods of accelerated growth. Collaborative communicator continually focused on building relationships and promoting synergy across business lines to drive positive change, cohesive, comprehensive business approaches and enhanced profitability.
 

AREA OF EXPERTISE
  • Customer Service
  • Market Analysis
  • Team Lead
  • Relationship Building
  • Project Management
  • Revenue & Profit Growth
  • Problem Resolution
  • Resolving Issues
EXPERIENCE
CUSTOMER SERVICE MANAGER Sep 2006 to Current
Show and Sell Tickets Gilbert, AZ
  • Customer Service Manager for sports and entertainment ticket brokerage
  • Daily updating of company CRM
  • Process billing and shipping inquiries
  • Lead team meetings
  • Build relationships with other brokers who then become our suppliers and customers
CUSTOMER SUPPORT MANAGER Sep 2003 to Sep 2006
Team One Tickets & Sports Tours Scottsdale, AZ
  • Run all operations of the company including Sales, Marketing, Social Media
  • Phone and email support
  • Point person to ensure all Customer Support inquiries are resolved
  • Managed a team of 5 with an emphasis on Customer Service
  • Delegate jobs to correct department
  • First point of contact for employees, vendors, suppliers and customers
CUSTOMER SERVICE MANAGER Jan 2000 to Sep 2003
The Phoenician Resort Scottsdale, AZ
  • Customer Service Manager for 5 Star Resort
  • Ensured all customer concerns were taken care of in a timely manner
  • Managed a team to drive sales and increase revenue
  • Attention to detail to keep 5 Star status

    EDUCATION AND TRAINING
    BBA, Business Administration 1998 MOUNT MERCY UNIVERSITY Cedar Rapids, IA, USA
    • College Basketball All-American
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    Experienced Customer Support Manager resume

    Victor Berry
    Professional Summary
    Work History
    Customer Support Manager 02/2001 to 02/2003
    Worldspan / Delta Airlines Kansas City, Missouri

    Managed four Supervisors and seventy five airline support technical agents in an inbound call center environment.  The center task was to supply hardware and software support for major airlines ( domestic and international ), travel agencies, hotels, rental organizations and cruise ships.

    Internationally supported and managed support call centers for: France, London and Israel.

    Developed a quality assurance program for overall performance.  Trained supervisors and agents in The Quality Advantage.

    Engaged the center in the quest for the Malcolm Baldridge Award.  Spearheaded the feedback internal and external customer survey.  Worked with CEO and Sr. Vice Presidents to reduce cost of 70 million dollars.

    Supervisor 11/1999 to 02/2001
    Sprint PCS Charlotte, North Carolina

    Managed six team leaders and twenty wireless agents in outbound and inbound call center.

    Trained agents in quality, resolution and upscale of Sprint products. 

    Coached and developed agents in : AHT, transferring of calls, attendance, proficiency, productivity.

    Developed reward and recognition program which included measurements.

    Credit Analyst 11/1990 to 11/1999
    Verizon Wireless Atlanta, Georgia

    Approved potential customers and businesses for wireless service and equipment. 

    Wrote the training manual for Best Buy's staff on cellular programming and technical issues.

    Trained customer service representatives in navigating through the cellular systems.

    Used: Transunion, Equifax and Dun and Bradstreet for corporate financial management.

    Education
    Bachelor of Arts: Forensic, Religious and African American Studies Indiana University - Bloomington, Indiana Triple major from the School of Arts and Science 
    Certification : Management and Technical Communications 96 Mercer University - Atlanta, Georgia
    Skills
    Training, Management ( internationally and domestic)
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