David C. Hills

Experienced trouble shooter, resulting in increased employee efficiency and increased customer satisfaction
Known for documenting operations and clarifying policy for easier product/customer follow-up
Expertise in streamlining procedures, resulting in reduction of mistakes and freeing up work hours
Think outside of the box, using experiences from un-related positions to bring new viewpoints to existing systems

AT&T Mobility :

MaverickLabel.Com : Brought a modern look and feel to entire customer facing eCommerce website
Increased usability of Administration website to enable better control and reporting
Added tools using RSS Feeds for internal and external use
Integrated our UPS Worldship system to pull addresses from our offsite MySQL database
Revised most customer received emails to have both HTML and Plain Text instead of just Plain Text
Developed processes to automatically generate most documents in PDF format.
Developed templating processes
Developed new tools from concept to implementation:

• Allowing Customer Service to more than double their capacity
• Allowing simpler documented communication between Customer Service, Customers and Vendors
• Allowing automatic creation of Work Order, Packing Slips, Sample Requests, Followup Letters etc.

Seattle Mac Store : Increased net profit of Services Department by 35% through shortened turn-around time
Reduced repair turn-around by 40%, surpassing Apple performance goals for corporate/customer satisfaction
Created onsite scheduling workflow and web/database application to organize it
Created a policy and single location to document customer contact issues
Reduced time needed for paperwork between onsite appointments, allowing more billable time
Manage 9-13 techs at an Apple Authorized Service Center, handling both on-site and outbound service
Improved relationships within Apple, directly impacting the improved performance of the Services Department
Designed, coded, and implemented web service database to track the following product/services:

• Onsite Service Scheduling
• Shop Repairs
• Computer Trade-Ins
• In/Outbound Call Logs
• Employee Email Reminders
• Warranty Status

Contract Work
Placed in top 50 entries for the Zend “PHP5” coding contest, designing small application that used new object model, new MySQL database interface and other features. Performed hardware upgrades for Cisco routers/switches including configuration and wiring changes. Developed Web based applications using combinations of Perl and PHP programming and SQL databases. Developed active server pages for dynamic content web sites. Built and set up Web and Email servers. Performed troubleshooting on servers and upgrades/installations of server software. Onsite installation and configuration of DSL routers to existing and new networks. Design and installation of 802.11 wireless networks.

Internap : Developed and implemented company-wide work flow process to ensure discontinued services were shut off correctly, saving thousands of dollars a month on services that were still in use but no longer under contract. Researched tracking criteria and developed system to collect data on vendor performance, ultimately saving company thousands of dollars during contract negotiations. Headed project to track service outages that exceeded our Service Level Agreement contracts, allowing company to claim thousands in monthly refunds. Set 24/7 shift schedules for 50 engineers. Interfaced daily with other departments and groups for projects and work flow integration. Escalation point for customer satisfaction, telco issues and chronic issues. Developed procedures for technical and management processes. Completed troubleshooting of Ethernet, T1, DS3 and OC circuits involving all layers of OSI model. Remote monitoring of 27 POPs around the world including Japan and Europe which required remote access tools using secure methods and working with third parties remotely. Daily operations run on Red Hat, monitored switch to Debian linux. Operated and supervised ticketing system using Remedy in a Windows/Linux dual platform work environment.

AboveNet (now MFN)
: Managed 5 Co-Location facility technicians, managed shift schedules for 24/7 operations, was escalation point for technical and customer issues. Ensured technicians maintained up to date skill sets needed to complete current task load. Installed, terminated and tested UTP cabling for CAT5e Ethernet and T1, COAX for DS3, Single and multi-mode fiber for a variety of OC circuits. Managed and assigned trouble tickets using Remedy and Windows 2000 Professional platform.

Westwind Computing
: Worked with team of eight technicians responsible for testing, installation, troubleshooting, maintenance and repair of all system hardware and software. Responsible for profitability of service department. Managed projects for large installs, conversion and upgrades. Supervised and scheduled all dispatch technicians who provided onsite service and support. Monitored tech team performance and established training.

Renton Honda Automobiles
: Provided direct customer service support to clients, guiding them through details of needed repairs and service process. Scheduled and dispatched team of 12 technicians in two shifts for completion of service work. Trained and managed service team members to improve both technical and customer service proficiency. Attended Honda Interpersonal and Advanced Interpersonal training.

United States Air Force
: Controlled U.S. Air Force tactical aircraft to support Army ground forces. Utilized radio communications to direct aircraft onto ground target within close proximity to friendly ground forces. Coordinated and implemented security and anti jamming equipment. Build field antennas for HF, VHF and UHF radio bands using radio propagation theory directional and omni-directional communications.