Mark Hester
1029 Harlem Blvd
Rockford, IL  61103
513-295-3029


TECHNICAL SKILLS
Applications:	Eclipse, Microsoft Office, Visual Studio.
Databases:	Microsoft Access, SQL Server.
Languages:	C++, Java, SQL, Visual Basic.
Operating Systems:	Windows 95/98/NT/2000/Vista/XP.
Web/Internet:	Active Data Objects (ADO), Active Server Pages (ASP.NET),
Cascading Style Sheets (CSS), DHTML, HTML, JavaScript, VBScript.


EDUCATION
A.A.S. in Software Engineering Technology, Cincinnati State Technical and
Community College, OH 
June/2008  
GPA 3.593	 

EXPERIENCE
Web Entry Contractor	                                QPS Staffing               
                 09/2008-12/2008
•	 Temporary Contract at TAC to assist with the iPortal- partner ordering
website.
•	Added around 1,800 parts to the iPortal: Descriptions, documentation,
pictures, and classification.
•	Used SQL in SQL Server and Microsoft Access to compile descriptions and
classify parts, and to query the database for Microsoft Excel reports.
•	Redesigned four web pages using Microsoft Visual Web Developer for migration
to new server. 
•	Designed new graphic banner for iPortal to reflect the new company logo.

Customer Relationship Management Department                 PNG Communications  
              10/2004 – 9/2008
Customer Relationship Associate III (CRA 3)	2007 – 9/2008
•	Developed and supported a JavaScript application to assist members of the
troubleshooting group with formatting trouble tickets.  This helped to increase
user ticket accuracy and speed up ticket creation.
•	Agent Support.  Assisted an average of 10 sales partners and wholesale
partners per day with troubleshooting, customer accounts, and service changes.
•	Back-Up Supervisor.  Managed call volume and work load on shifts of 7 to 30
associates located in 2 national call centers, an average of once every 2 weeks.
•	Continued CRA 2 Duties
Customer Relationship Associate II (CRA 2)	2005 - 2007
•	Troubleshooter.  Took around 20 calls per day from customers, partners, and
phone companies; solved their troubles with long distance, local, and other phone
services or created trouble tickets internally and with suppliers.  Followed
through trouble ticket life cycle. 
•	2nd Level Help Desk.  On average, answered 20 calls per day from CRA I
associates who had questions about procedures or systems.  
•	Developed a process to use a group e-mail sytem for specific inter-company
tasks.  This reduced the maximum time to complete them by 48 hours.
•	Continued CRA 1 Duties during times of high call volume
Customer Relationship Associate I (CRA I)		10/2004 - 2005
•	Call Center Associate.  Assisted, on average, 50 customers per day with
payments, billing inquiries, and service changes over the phone, internet, and
e-mail.  


REFERENCES
Available upon request.