Jason Nelms Phone: 615.482.7990 E-mail: jasonnelms@gmail.

com

Skills

Workforce Management Call Center Operational Metrics Process Improvement Problem Solving Avaya ACD/IVRs

Project Management Kronos Administration Department Supervision Business Analysis Mac OS

Windows Desktop Support Server Administration Avaya CMS Network Administration

Education

B.S. Jacksonville State University, May 1993 Major: Exercise Physiology Minor: Physical Education

Employm ent History Meharry Medical College, Nashville TN Business Analyst Academic Computing
01/2010 Present

Support Human Resources and Payroll departments with technological needs Kronos Administrator Oversee upgrade projects for Kronos system Administer Sungard Banner for HR, Position Control and Payroll functions Introduce and implement new technologies as needed Project lead for annual benefits open enrollment SQL at intermediate level WebFocus at basic level Install, configure and maintain Kronos 4500 Time clocks Perform hardware and software installation, configuration, imaging, maintenance, and upgrades of desktops, laptops, printers, scanners, copiers, etc. Create, maintain, and troubleshoot user accounts and application/file-share permissions Resolve network connectivity issues and as well as mobile email connectivity (Blackberry, iPhone) Provide user instruction & assistance with the use of desktop applications and systems Perform, maintain, monitor backup/recovery jobs on a daily basis Responsible for creating and updating support services documentation 11/2007 12/2010

I.T. Help Desk Analyst

CVS/Caremark, Nashville TN Resource (Workforce) Planning Supervisor

Lead and direct workforce management team to meet business needs and project priorities Identify areas for improvement and develop action plans to implement positive change Create custom reporting on historical statistics such as utilization and resource efficiency Work with department heads to maintain acceptable communication and improve procedures

10/2006 11/2007

Effectively use the Workforce Management System for capacity allocation and productivity analytics Contribute to policy writing for attendance and performance scorecards Administer shift bids for 300+ Customer Service Representatives Provide value-add reporting to stakeholders

Comcast, Nashville TN Workforce Management Analyst

Administer Aspect eWFM, AIM, CMS and RTA software. Design processes for Workforce Management related web programs built in house Create Forecasts and Staffing Models Automate Vacation and exception process Create custom reports using Microsoft Access and Microsoft Excel Assisted in the implementation of the Workforce Management department at Comcasts Nashville Call Center Provide strategic recommendations to optimize staffing and build capacity Create schedules

20022006 19992000

Intranet/Knowledge Base Engineer Developed and implemented web applications using PHP, CSS, ASP, JAVASCRIPT languages. Developed and implemented web applications leveraging MySQL, SQL and Access databases. Developed and implemented interactive troubleshooting tool for representatives taking calls from internet customers. Installed and managed team blogs for call center supervisor and manager teams using Movable Type and WordPress content management systems. Administration of live and development servers. Network Operations Center (NOC) & Abuse Center Rep. Scanned network to identify abusers and followed policy guidelines to inform customers of infractions Designed and implemented network monitoring system and software Identified outages and alerted call center representatives of possible outages and irregularities Analyzed geographic trends; identified and resolved customer speed issues Monitored gateways, routers, servers, and switches for Tennessee, Kentucky, North Carolina, South Carolina, and Georgia for connectivity and service stability Diagnosed and resolved Netscape, Internet Explorer, Outlook Express settings, connectivity problems including TCP/IP, IPX/SPX, Protocol bindings, Network Interface cards, and other issues on various operating systems including

Microsoft Windows NT Server and Workstation, Windows 95/98, Windows 2000 Professional and Server, and all Macintosh OS platforms Used Remedy software to record, track and document customer issues. Promoted from Customer Service Rep (CSR) to NOC/Abuse Representative in less than two months as a result of superior performance

BellSouth, Birmingham AL System Administrator/ DSL Lab Technician

Initiate primary development of monitoring department including type of evaluation, rating scale, Administer Domain Controller, Intranet Web Server, Secure Internet Web Server, DHCP Server, and DNS Server in Windows NT 4.0 environment. Test new vendor Modem, Routers, and Gateways for layer 2 and 3 compatibility with BellSouths DSL network and write technical report on the process and findings. Work closely with web development team to create new user tools for installers and call center representatives. Insure daily backups are completed on all Servers. Troubleshooting problems in the labs head end. Develop a secure, automated system for expiring and purging usernames and passwords for field technicians, and adding usernames and passwords for field technicians. Prepare web server for transition to ASP programming for much of its content. Research latest security issues and implement necessary precautions on all vulnerable servers.

20002001