David Foster
816 New York Ave
Martinsburg, WV 25401
dfoster_1@yahoo.com
 Daytime Phone:(703) 295-4905
Evening:(304) 262-4080

Web Site Development & Management Resume #4291162

OBJECTIVE To obtain a position developing and maintaining web sites for an industry-leading company.

TARGET JOB Desired Job Type: Employee
Desired Status: Full-Time
Salary: 36,000 USD Per Year
Site Location: On-Site
Description of my 'perfect' job:
An opportunity to contribute to a "Fast Paced" high energy team with great educational and advancement benefits
Career Level Mid Career (2+ years of experience)
Date of Availability: Negotiable

TARGET COMPANY Company Size: Medium (100 - 999)
Category: Information Technology
Description of my ideal company:
A company that educates, and empowers its employees, and has open door management.

TARGET LOCATIONS Relocate: No
US-MD US-WV

WORK STATUS US I am authorized to work in this country for any employer.

EXPERIENCE 2/2000 - Present Bell Atlantic Internet Solutions /Corporate Office Reston, VA
Quality Assurance Analyst
Monitor helpdesks to identify quality issues. Develop test plans and conduct test calls to all helpdesks to assess the effectiveness of training, and any areas in need of improvement. Create action plans, develop and implement reinforcement training, and conduct site training/team-building visits to five call centers. Develop test plans and conduct test calls to IVR and ACD systems to verify scripting and call routing. Identify out-of-date training materials and institute corrections. Research CCI Index Reports to locate training improvement areas

5/1999 - 2/2000 Bell Atlantic Internet Solutions/Customer Service Center Martinsburg, WV
Primary Day Shift Supervisor
Responsible for the direct management of the Call Center Consultants by monitoring, identifying, reporting, and tracking all customer affecting issues. Knowledgeable with all processes, policies, and procedures pertinent to internal departments that the Bell Atlantic.Net Customer Care Center interacted with. Responsible for completion of Presidential Escalation Letter callbacks and account updates. Responsible for the management and response to the Northern Bell Atlantic Internet Solutions Customer Care Center Escalation Letters. Monitored and assured 95% response to Customer Billing and Account Management Emails within 24 hours of receipt. Responsible for the management and reporting of the Customer Service Center Account Save and Termination application tool. Responsible for the monthly closure and account reconciliation of Credit Card Fraud and charge backs & termination of Telephone Non-Basic Restriction accounts.

1/1998 - 5/1999 Onsite Commercial Staffing/Bell Atlantic Internet Solutions, Inc. Customer Service Martinsburg, WV
Customer Service and Sales Representative
Entry Level Management for the Customer Service Consultants Team providing Sales and Service of Billing and Account Management for residential Internet accounts. Maintained email correspondence --including response to all inquiries within 24 hours. Was a proven Sales Representative, Technical Support Analyst, and Account Manager for the Bell Atlantic Video, Direct TV Services and Bell Atlantic Big Yellow.

6/1992 - 9/1997 US Navy Department of Defense
Petty Officer Second Class
Responsible for the care, maintenance and training of Naval Weaponry and Electronics. Trained in Electro-Mechanical Trouble Analysis and Maintenance. Attained the rank of E-5 becoming a Supervisor of Gun Mount Maintenance, implementation and planning. Qualified Trainer for Explosive Materials Handler. Qualified as Explosive Driver and Explosive Materials Handler.
Responsible for Personnel Quality Standards as Training Petty Officer for Gunnery Division.
More detailed information available upon request.

EDUCATION 7/2003 Shepherd College US-WV-Shepherdstown
Bachelors Degree
Degree: Computer Science
Major: Programming
Second Major or Minor: Web Design

6/2000 Brainbench US-VA-Sterling
Certification
Certified AOL User,
verifiable at http://www.brainbench.com -- Transcript ID 412057

5/2000 Learning Tree International US-VA-Reston
Professional
Developing and Maintaining a Web Site Server

Materials Studied:
1. Establishing, configuring and maintaining intranet and/or Internet Web sites
2. Developing and publishing Web pages using HyperText Markup Language (HTML)
3. Creating image maps to allow easy navigation of Web sites
4. Installing and configuring Web servers
5. Capturing, retrieving, and displaying information via a database management system (DBMS)
6. Producing dynamic Web pages using server-side and client-side scripts

5/2000 Brainbench US-VA-Sterling
Certification
Certified Netscape 4.72 User,
verifiable at http://www.brainbench.com -- Transcript ID 412057

3/2000 Brainbench US-VA-Sterling
Certification
Certified HTML Programmer,
verifiable at http://www.brainbench.com -- Transcript ID 412057

3/2000 Brainbench US-VA-Sterling
Certification
Certified Written English Professional,
verifiable at http://www.brainbench.com -- Transcript ID 412057

9/1999 Fred Pryor Seminars US-MD-Hagerstown
Professional
Business Writing for Results Seminar

5/1999 Skill Path Seminars US-MD-Hagerstown
Professional
Excelling as a First Time Supervisor Seminar

Skill Path Seminars US-VA-Reston
Professional
Training the Trainer Seminar

SKILLS Skill Name Skill Level Last Used Experience
HTML, Java, Web site creation and maintenance Intermediate Current 3 years
Familiar with Microsoft products and software Intermediate Current 4 years
Computer repair technician -IBM compatible systems Intermediate Current 8 years
Flash 4 Web Animation Beginner Current 0 years

REFERENCES Lynn Murray Bell Atlantic Internet Training Manager
Phone Number: (703) 295-4308
Email Address: lmurray@balink.com
Reference Type: Personal

Christy Turner Bell Atlantic Internet Call Center Manager
Phone Number: (304) 264-4700
Reference Type: Personal

ADDITIONAL INFORMATION I excel at internal and external escalated issues, and have a definite strong quality and customer focus.