Douglas "Stuart" Platt Email & Phone Number

Bryan/College Station, Texas Area

SummaryPlan, direct, or coordinate the service operations of the company. Duties and responsibilities include formulating policies, managing service team, planning the use of materials, create and conduct training.Responsibilities• Interact with Executives to review performance data to measure productivity and goal achievement and to determine areas in need of program improvement.• Plan, organize, implement, and document Servicing processes required by the QMS.• Effectively manage technicians, preparing work schedules, assigning specific duties, and performing training.• Establish and implement servicing policies, goals, objectives, and procedures, conferring with Executives, Contractors, and staff as necessary.• Ensure a high level of internal and external customer service.• Make recommendations for facilities needs for Executives.• Determine staffing requirements for servicing. Identify and interview potential new employees. Recommend individuals for employment to Executive Management.• Manage vendors to ensure needed services are provided within budgetary limitations.• Other duties and responsibilities as assigned.

Dallas/Fort Worth Area

As a QA engineer for the Active Network, I worked in tandem with the development team to ensure we delivered quality software to our customers in the Faith-based market. Duties included but were not limited to: - writing manual (Testlink) and automation (C#, Selenium, Microsoft Visual Studio, Microsoft SQL Server) test cases- executing test cases (Galio Icarus)- managing the release process (Jenkins build server, Github, Jira)- managing and tracking defects (Jira)- identifying gaps in our regression test suite- verify cross-browser and OS compatibility for web-based and client-side applications- working directly with product owners and ensure we delivered software to production in a timely fashion through the Agile/Scrum development process (Scrumworks).

Instructor for the Education and Consulting team supporting the training and education of both employees and customers for the Active Network – Faith product line (Fellowship One, ServiceU and Connection Power). My duties included but were not limited to leading training sessions both online and in person for students with various technological backgrounds, writing curricula, creating and presenting classes customized for clients in various formats (video, online and in person), managing and maintaining the learning management software website (ftelearning.com; powered by Moodle), creating reports from hosting client (Site5) using its PHP admin tool (MySQL queries), involved in implementing the new LMS tool (Absorb), and general customer support, training and implementation projects.

Team lead of the Customer support team for Fellowship one. Responsible to lead a team that supported over a thousand customers via electronic and telephone communication. My duties included employee scheduling, quality assurance of support tickets, troubleshooting issues both internal and external and training of both customers as well as Support Agents in software specific issues for data management software and Customer support. Skills included clear and concise writing abilities, verbal skills, critical thinking, developing training documentation, management skills, and a working knowledge of many different technologies and software.