David Bennett's Resume'

Overview

In brief, I have over twenty three years experience in the computer industry. I have proven abilities in developing systems and procedures for computer service centers and call centers; including management. I have specific expertise in:

Work Flow Development and Implementation

I have worked with management at several companies to develop and streamline workflow. Once the workflow was agreed upon and approved, I then implemented the work flow into the CRM system using business rules for notification, queues for work management and transitions to track to Change Requests through the system. After the workflow was implemented, I then documented it and then trained the personnel in the use of the system.

Procedure Development

I have developed many of the procedures that are now in use by several companies I have worked with. Some of these include: the way parts are ordered, tagged then sold through the Parts Center, the way work requests are processed and the installation and proper use of a Backup Server for the purpose of backing up client computers through the network. Most recently I have been involved in documenting the existing procedures as well as helping to refine them.

I have worked with management to develop procedures for using the CRM system. Some of these include; creation of a Change Request and tracking it through the various states or transitions, creation of a Case or Incident and solving it using the Knowledge database.

Customer Service Practices

I have developed many of the customer service practices that are now in use by several companies in the way they conduct business with the customer. Some of these include: giving a itemized invoice with every closed work order, scheduling an exact time when the technician will be on site to resolve the work order, calling the customer when a part will be delayed, and following up with the customer when a problem arises.

Support Center Management

I have served as Service Center Manager for three years, managing up to eight technical support engineers. This involved training, mentoring, evaluating and hiring.

Project Management

I have been involved in numerous projects, many of them listed on this page. In each case I have met or exceeded my timeline goals.

I have managed the implementation of many IT Projects using MS Project. All of the tasks have been detailed in MS Project and I met with the appropriate personnel to make sure it is moving along as scheduled.

I have managed the installation of at least five new installations of company software into financial institutions. Each time included training the staff to use the systems and project meetings with executives.

Database Administration

I have served as database administrator for several clients administering MS SQL Server 7.0/2000 for 4 years. This included running SQL Scripts and troubleshooting of the tables.

I have served as database administrator for 5 years using Filemaker Pro in a client/server environment. When I took over the role as administrator, the service department used 2 databases in a flat-file/look up only environment. Through upgrades and as the need arose, I converted the databases to a relational format and expanded the capabilities to include 11 databases all working together. The databases were used for tracking customer requests from inception to billing, tracking the parts to be used for customer requests from requisition, approval, purchasing to selling the part to the customer, inventory control, tracking commonly used vendors, and reporting on technician performance.

Intranet accessible Databases

I have worked with the several departments to make databases accessible through the web, using FileMaker Pro v4.1 with the web companion that is built in. I have successfully implemented several web accessible databases.

Report Development

I have developed reports for both management and customers using Crystal Reports interfacing with MS SQL databases. This includes interfacing with CRM systems to manage open issues with the customer base as well as billing.

LAN/E-mail Administration

I have served as a LAN administrator for 4 years, working with a team of 20 people supporting 3,000 clients. I have used MS Windows NT 3.51/4.0/2000/2003 and Novell Netware 3.11 for file and print services as well as MS Exchange for e-mail.

Inventory Control/Purchasing

I was in charge of all the parts purchased and sold through SAIC's Desktop Support. This consisted of purchasing and selling over $1,000,000 worth of parts per year, at a turn over rate of $100,000 per month.

Supplier Relations

While I was in charge of purchasing the parts used for Desktop Support (SAIC), I managed all of the vendor contacts and relations with Desktop Support. This included over 100 vendors.