PRESENTATION of   QUALIFICATIONS For Gary P. DuBose

          The tools I employ are my Associate Degree in Computer Electronics, Call Center Management skills, Network Management skills, Hardware & Software Tech Support, Web Page Development, Telecommunications, and Relational Database programming experience.

          Currently, I am solely responsible for providing analysis of call metrics and quality in support of sales managers in a high pressure sales call center. I develop and provide reports to upper level managers involving sales manager’s outbound and inbound calls to evaluate skills and behaviors in accordance with quality assurance policies. I routinely identify areas of concern for individual sales managers or field sales people and trends among teams. I monitor operations to identify challenges.

          I have experienced rapid promotions in a multiple contract call center environment to include analyzing performance metrics, providing reports to managers, and providing feedback to supervisors and mentors regarding their support of agents. I have provided quality support in a high volume call center environment as a supervisor-mentor and have been selected for assisting administration through special projects.

          I have had Novell network administration experience. I can configure and load computers, troubleshoot to board level, and provide software tech support. I have experience with Integrated Application Development; Computer Hardware Support and Repair; Telecommunications and Computer/Telephony Integrated Systems Operation and Maintenance; Office Telephone System Management and Support; and MIS Support and Technical Support to Office.

          I have had experience being responsible for MIS Administration of all computer related operations both in-house and in the field for a PC based automated medical transcription system; manage and provide additional programming for proprietary integrated software package; assemble hardware and develop programming to augment existing systems; manage and program PC based communications systems; manage and program large relational database in MS Access and Visual Basic and provide reports; maintain digital voice recording equipment interfacing to telephone equipment; provide MIS support to office including word processing, database, spreadsheet, communications, and LAN; management of LAN (Local Area Network using NOVELL); system analysis including application software selection and hardware support selection; software and hardware installation including PC configuration; hardware and software troubleshooting; PC computer repair to board level.

          Past achievements have included automating specialized database tasks and providing a user interface for simple operation in MS Access; developing an automated integrated software Fax program to provide the ability to Fax documents from an unattended system with a control and reporting program that allows remote manipulation; develop hardware and software to provide redundant backup system to receive work from At-Home Transcriptionists. Develop a control and reporting program overlaid upon the existing document transmission system allowing control to authorized persons both locally and remotely, from the office, client site, or from home. Implement a scheduled hardware and software maintenance of client site systems performed over modems, create a program to trim old document files from client archives, initiate a daily system backup, develop a database to record and track trouble calls and record equipment identification, revise installation software to automatically detect the target environment and adjust the installation parameters accordingly, and develop an archive database.

          During a recent corporate relocation I created bid specifications for a new telephone system involving 50 lines including innovative call handling, received bids and selected vendor for telephone system, interfaced with telephone system vendor and telephone service provider during construction and relocation, conduct final telephone system tests, establish power and cooling requirements for computer systems, represented company at construction meetings, participate in final approval for construction, conduct final computer power tests.

          I have created and maintained several websites using Frames and Graphics including a high school website (635 pages, 1280 graphics), my own personal site (250 pages, 470 graphics), and a photographer's website (10 pages, 940 graphics). I am proficient in coding HTML by hand. I have also been involved in assisting developers create and test an internet based transcription application.