Under Construction. This is where I plan to post the collection of lies that I have either told my current employer or plan to tell my future employers =P Here is a beta version of my resume:
Thomas Heaton
4221 Doris Ave.
Brooklyn, MD 21225
Email: thomas.heaton@gmail.com
Objective:
A position where I can best utilize and expand my knowledge and help-desk experience to assist users in a multi-platform environment. Alternatively, an opportunity to utilize my Computer Science background as a junior-level programmer.
Summary:
Hardworking, thorough, dependable, and open-minded
Flexible and resourceful approach with task completion
Excellent people skills, extensive experience with internal and consumer relations
Knowledgeable in numerous computer programming languages and multiple computing platforms
Able to work in a group or independently and use initiative to achieve goals
Proven issue isolation and problem solving skills
Professional Experience:
Vinciti AQ, Inc. (Absolute Quality, Inc.), Maryland. July 2002-Present
Apple Support Team Manager, August 2004-Present
Manage a scalable group of 18+ Technical Support Representatives
Monitor agent metrics (daily, weekly, and monthly), utilize best-practices for outlier management and process control, and develop plans for performance improvement
Evaluate and administer semiannual performance-based reviews
Cultivate a productive, efficient and dynamic work environment
Quality Coach, September 2003-August 2004
Evaluated agents using a call-quality evaluation system to measure proficiency in the Technical, Procedural, Logging and Customer Skills aspects of a support call
Provided constructive feedback and coaching on all call evaluations
Subject Matter Expert, July 2003-August 2004
Completed AppleCare Subject Matter Expert Training
Responsible for identifying training deficiencies of the technical support agents
Developed hardware, software and procedure-based training and documentation
Implemented training in the form of roundtable sessions and one-on-one coaching
Quality Assurance, August 2002-October 2002
Identified and documented bugs in various software titles, including Hulk (GBA), Spryo: Enter the Dragonfly (PS2), and Crash Bandicoot 2: N-Tranced (GBA)
Recognized for submitting accurate and concise bug reports and feedback
Apple Tier 1 Tech. Support, July 2002-August 2004
Responsible for providing technical phone support for iMacs/eMacs, iBooks, PowerBooks, AirPort, QuickTime, iPods, and the Macintosh Operating System (8.5 – 10.x)
Involved in a technical support team that has earned awards for customer satisfaction, 5 years in a row
Achieved or excelled at the required metrics used to evaluate Tier 1-level support agents (Handle Time, First Call Resolution, Quality and Accuracy)
Education:
University of Maryland, Baltimore County. Dec 2004, B.S. Computer Science
Relevant Course Work: Systems, Automata Theory & Formal Languages, Data Structures, Artificial Intelligence, Systems Programming, Object Oriented Programming, and Information & Coding Theory
Computer Skills:
Languages: C/C++ (gcc-4.00), Objective-C (Cocoa), Java (SDK 1.2.2), Common LISP (December 2003), VHDL-93 (IEEE Std. 1076-1993), Assembly (Intel x86 and MIPS), basic UNIX Shell Scripting, Python (v2.3.5), HTML
Operating Systems: Mac OS 8/9/X, Linux (kernel 2.6), Solaris 9, Windows (3.x/9x/ME/NT/2000/XP), MS-DOS
Hardware Platforms: PowerPC G3/G4/G5, Sparc, SGI, MIPS, and x86 based systems; GBA, PS2, Xbox, and GameCube debug kits
Software Applications: PeopleSoft 8, Vantive, emacs, Microsoft Office, Adobe Creative Suite, Apple iApps (iWork and iLife suites), Citrix, Apple Xcode Tools 2.0
Other:
U.S. Citizen
Can travel 50% or more if necessary, able to travel internationally