1. Shelly James
3742 Lone Mesa Dr. Las Vegas, NV 89147
(614) 746-1659 s_james0002@yahoo.com
QUALIFICATIONS
PROGRAMMING LANGUAGES: COMPUTER SKILLS:
• SQL / DATABASE STRUCTURE • Developed own home page
• Visual Basic 6.0 • Reformatted hard drives
• Microsoft Office Suite •Microsoft Outlook
•Citrix •SQL Server 2000/2005/2008
•JCL. C, C++, HTML, UNIX, MVS • Rebuilt system using Fdisk
• Java, Java Script • Installed hard drives, memory, CD/DVD
TRANSFERABLE SKILLS:
♦ Trouble Shooting Analytical methodology to problem solving
♦ Communicate well with diverse groups Imaginative approach to problem solving
♦ Exceptional customer relations Personnel administration
♦ At ease talking in front of a group or individual Settle customer disputes
♦ Provide daily one on one customer interaction Leadership abilities
♦ Attention to detail Grasp ideas and concepts quickly
♦ Comprehension of Healthcare Industry Hippa Regulations
♦ Call ticketing Remote assistance
EMPLOYMENT_______________________________________________________________
Wayne Dalton Mt. Hope, Ohio Present -2013
Customer Service Present -2013
Duties:
♦ Place orders for customers
♦ Quote product to customers
♦ Trouble shoot issues for customers in field
♦ Work with manufacturing to expedite product
♦ Work in a team environment to ensure adequate coverage of customers
♦ Act as a liaison between the customer and manufacturing
♦ Educate customers on new product and changes
♦ Assist in the training of new employees
Definitive Homecare Solutions Westerville, Ohio 2013 -2004
Customer Support Manager (Level III) 2013-2009
Duties:
♦ Educate new employees on software they will be supporting
♦ Instruct new employees on internal call ticketing tracking
♦ Train customers on software and explain how it works and why
♦ Create and administer trouble shooting tests
♦ Manage a staff of 16
♦ Comprehension of WAN/LAN environment
♦ Trouble shoot high level issues with the software
♦ Assist Level I and Level II techs with complex issues
♦ Support 24 assigned accounts (Platinum Customers)
♦ SQL queries to update/review data in database
♦ Sever move
♦ Publish application for use via Citrix
♦ Use GoToAssist to connect to customers computer

2. ♦ Take avg. 40 calls per day
♦ Use FoxFire Report Writer to access data in a format for customers to understand
♦ Trouble shoot network/connection issues with the SQL server
♦ Employee quality checks
♦ Review and duplicate issues to send to product development
♦ Q/A sections of the program pre beta release to customer
♦ Act as liaison between support and product development
♦ On-Site visits to customer to trouble shoot and train
♦ Conduct staff meetings
♦ Work open issues and “callback” queue
♦ Resolve customer concerns and complaints in a timely manner
Team Lead 2009-2008
Duties:
♦ Train new employees on software they will be supporting
♦ Train new employees on internal call ticketing tracking
♦ SQL queries to update/modify data
♦ Trouble shoot complex issues as needed
♦ Assist Level II and Level I tech to reach timely resolution to issues
♦ Q/A program as needed to ensure accuracy
♦ Report any found issues to product development
♦ Run Reports internally on metrics of department
♦ Produce new ways to motivate staff and reward them
♦ Meet with senior management to procure new ways to track metrics
♦ Conduct staff meetings
♦ Delegate certain responsibilities and tasks
♦ Work open issues and “callback” queue
♦ Resolve customer concerns and complaints in a timely manner
Level II 2008-2005
Duties:
♦ Teach Level I techs assigned the software they are supporting
♦ Assist assigned Level I techs in resolving customer issues
♦ Answer incoming calls – Call center took on average 200 calls a day
♦ Duplicate issues to send to product development
♦ Q/A as assigned the software to ensure accuracy and issue free
♦ Call tracking
♦ Offer ideas to owners and management on ways to improve processes
♦ Use of remote software for desktop support
♦ Application support and trouble shooting
♦ Work open issues and “callback” queue
♦ Emergency On-Call phone and support after hours
Level I 2005 -2005
Duties:
♦ Answer all incoming calls
♦ Trouble shoot issues with software
♦ Collaborate with assigned Level II for resolutions to issues
♦ Respond to customer concerns via calls/e-mail/chat
♦ Escalate issue that weren’t able to be resolved in a timely manner to higher level
♦ Resolve customer issues with software
♦ Work open issues and “callback” queue
♦ Use of WebEx to connect remotely to systems
Administrative Assistant 2005-2004
Duties:

3. ♦ Answer multi-line phone
♦ Route calls to appropriate tech and level
♦ Put calls in for “callback” when no tech was available
♦ Log e-mails and faxes for “callback”
EDUCATION
Devry University Columbus, Ohio Bachelors of Science in Computer Information Systems 06/2003
♦ 500 hours hands-on lab experience
♦ Worked 30-35 hours while carrying a full academic load
♦ attended classes year round
SPECIAL RECOGNITIONS_____________________________________________________
♦ Increased annual sales by 60% Increased employee productivity
♦ Awarded employee of the month for customer recognition Placed in top 20% in DECA competition
♦ Promoted to Asst. Manager at young age Placed 1st
in Toastmasters speech contest