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 Identify out-of-date training materials and institute corrections.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. |