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John
jm08ppk@gmail.com
954-237-9373
94 Vista Luna Drive
Davie, FL 33325
Major Incident Manager
16 years experience W2
0
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Average rating
74
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Summary

Experienced and goal-oriented professional with more than 15 years of combined experience in supporting technical and software systems within the broadcast television, satellite, and internet technology industry. Quick learner enjoys challenges and works well independently as well as collaboratively in a team setting. Hardworking and highly motivated with a strong work ethic. Bilingual in Spanish and the ability to communicate effectively with all levels of decision-makers.

CORE STRENGTHS

  • Customer Service
  • Telecom Support
  • Call Center Management
  • Editing/Proofreading
  • Change Management
  • User Acceptance Testing
  • User Training and Support
  • QA Analysis
  • Manual Testing
  • Presentation Delivery
  • Computer Literate
  • Project Coordination
  • Project Management
  • Incident Management
  • Effective Communication
  • Client Relations

HIGHLIGHTS OF ACCOMPLISHMENTS

  • Worked long and irregular hours to meet clients' expectations by communicating tasks and accomplishment daily with an international staff of content writers, web designers, search engine optimization vendors, and web developers.
  • Heavy day-to-day production support with some application and database query development. Team with other production professionals and managing internal databases and tables.
  • Contributed to providing standard operating procedures within the department for the training of new hires for the company
  • Developed a training presentation to client's staff members on the use of WordPress CRM and Drupal CRM basics.
  • Solved problems not related to the job by increasing the client's site visibility. Includes: Creating community pages on Facebook and Google +. Authored blog articles. Implementation of social media and business listing accounts.
  • Attracted new leads for the client's real estate site by placing the company's past blog articles in real estate industry news sites and social media image sites.
  • Evaluated new lead generation plugins for clients' e-commerce sites to drive more visitors and sales to the site which resulted in promoting on-site promotions and improving conversion rates.
  • Managed a staff of 4-6 international employees in various off-shore call centers focusing on operational soundness.
  • Created Issue-In-Depth Analysis and Issue by Category spreadsheet for high-level executives for the purpose of building a quality control process to serve clients better, reduced the work for staff, diminish client complaints and corrected margin erosion.

TECHNICAL SKILLS

Operating Systems MS Windows products up through Windows 10, PL/SQL, Ubuntu Linux

Applications Word, Excel, Access, PowerPoint, Outlook, MS Foxpro 9, Google products

Servers HP, Dell, IBM, MS SQL Server 2005

Virtualization Software Oracle VM VirtualBox 3.0, 4.0, VMWare 2.0

Software Intelligence Platform Dynatrace

IT Services Management Platform ServiceNow, PagerDuty

Workforce Management Software Kronos

Web Languages: HTML, HTML5

CMS / Website Platform WordPress, Drupal, Sharepoint, BigCommerce

CRM / Project Management Software Insightly, Jira, Confluence, Asana, Wrike

Teleconference Software GoToMeeting, Skype, RingCentral, Google Hangouts, and Zoom

Analytics Google Analytics, Clicky

Social Media Accounts Twitter, Facebook, Google +, Pinterest, Instagram, About.Me

Broadcast Systems Avid NewsCutter, NDS StreamServer, Pilat Media IBMS

Certifications Microsoft Certified Professional (MCP), Lean Six Sigma Yellow Belt

Experience
Education
Associate's in Arts and Sciences, Industrial Technology Management
Broward College
Associate's in Arts, Music, and Television Business
Career Institutes of America
Certifications
Certification, Six Sigma Yellow Belt
Broward College / Urban League of Broward County, Florida
Certification, Project Management Fundamentals
Ed2Go, Online
Skills
Functional Testing
2012
4
Production Support
2019
4
Quality Assurance
2012
4
Regression Testing
2012
4
Test Case Preparation
2012
4
MS Visio
2020
3
Project Management
2020
3
CRM
2015
1
Problem Management
2020
1
Change Management
0
1
Incident Management
0
1
JIRA
0
1
Microsoft Excel
0
1
MS SharePoint
0
1
Workforce Management
0
1