Information Technology

Richard L. Clough
17055 SW Merlo Road, Apt. 7
Beaverton, Oregon 97006
503-848-7842
rlclough@comcast.net

Objective:
Self-motivated dedicated professional seeking opportunity to utilize
advanced PL/SQL, SQL & Java programming skills at your company

Skills:
- Database:
o PL/SQL
o Microsoft SQL Server
o Applied SQL DDL, DML, stored procedures, functions, packages, and triggers
- Java Programming:
o Developed Java web applications using Servlets, JSP, JSF, Facelets, Managed Beans & JavaBeans
o Interfaced with MySQL database using JNDI & JDBC Java API’s
- Other Information Technologies:
o UNIX Bourne shell programming
o Microsoft Windows 7 workstation configuration
o Microsoft Windows Server 2008 R2 configuration & security
o Worked with Oracle Virtual Box virtual machine
- Quality Assurance:
o Provided feedback to representatives to improve their ability at delivering superior customer service
o Detail-oriented
o Made good use of time management & organization to complete all monthly one on one coaching of representatives
- Customer Service:
o Ability to troubleshoot customers’ high definition system setups, explain billing, and upsell
o Over 10 years of excellent customer service experience
- Management:
o Successfully increased production due to competency in managing team

Experience:
 Comcast     Beaverton, Oregon   11/02 – 01/11
 Quality Assurance Representative     06/06 – 01/11
o Checked work orders created by representatives for accuracy & adherence
o Audited & corrected over 400 accounts/month to ensure accurate customer billing using Microsoft Access
o Reviewed accounts regarding adherence to credit check policy using Microsoft Excel
o Coached between 45-55 representatives/month to develop their customer service skills
Video Repair Representative      11/02 – 06/06
o Assisted customers with troubleshooting & resolving video problems
o Educated customers on high definition technology & system setups
o Resolved variety of customer issues & concerns to ensure customer satisfaction

Protection One    Beaverton, Oregon   04/95 – 04/01
Customer Service Representative III     10/99 – 04/01
o Addressed customer service issues regarding billing & contracts
o Researched accounts to determine accurate billing
Alarm Operator        04/95 – 10/99
o Contacted customers on emergency & non-emergency alarm signals, and dispatched emergency authorities when necessary
o Took incoming calls from customers canceling false alarms & returned calls on signals
o Trained new employees

Education:
 Portland Community College   Portland, Oregon    06/13
Associate of Applied Science – Computer Information Systems
Database Design & SQL Certificate
Java Application Programming Certificate
o 4.0 GPA – graduated with honors

Other Training:
o Professional Assertiveness
o Communication Skills for Leaders
o Elements of Time Management
o Principles of Banking

Awards and Achievements:
- In Education:
o Graduated from Portland Community College with Highest Honors
o Made Portland Community College Presidents’ List all college terms
o Member of Phi Theta Kappa
- In Customer Service:
o Achieved MVP awards at Comcast and Protection One
o Awarded Employee of the Quarter at Protection One
o Recognized as Top Agent at Comcast for receiving the most customer compliments in 2005
o Received 7 Moments of Excellence awards for superior customer service at Comcast
o Over 10 years of customer service experience

References available upon request

  • ID#: 72698
  • Location: Beaverton, OR , 97006

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