Human Touch LLC is private company, providing technical support of computers and their associatednetworks for their clients. The contract project I am a part of is for the Food and Drug Administration(FDA.) Responsibilities for this project as a Call Center Supervisor include:• Supervision of over 30 Tier 1 Call Center Agents who's responsibilities include assisting over 10,000 FDA employees world wide with IT and Telecom related issues ranging from software installations to preventative security to password resets.• Coaching/Training new and existing Call Center Agents in appropriate procedures for taking calls, trouble shooting methods and customer service tactics that adhere to our Service Level Agreement set by the United States Food and Drug Administration.• Monitoring Agents workflow to ensure the most efficient operation of a Call Center Environment based off of high call volume, while still factoring quality of service for each customer's request.• Point of contact for all escalated issues, during off-hours that may effect the 24 hour-a-day Call Center operation.• During times of high call volume, taking calls and assisting FDA employees in a Tier 1 Call Center Agent capacity while simultaneously assisting Call Center Agents with various queries for assistance and guidance.

Human Touch LLC is private company, providing technical support of computers and their associatednetworks for their clients. The contract project I am a part of is for the Food and Drug Administration(FDA.) Responsibilities for this project include:• Assisting over 10,000 FDA employees world wide with IT and Telecom related issues rangingfrom software installations to preventative security to password resets.• First line of troubleshooting for Tier 2 and Tier 3 technicians.• Escalation of issues to appropriate higher Tier technicians with the necessary severity and prioritylevel ranging from Basic Service Requests to Global Malfunctions and Blackouts.• Retaining a calm, professional and helpful demeanor, despite the interaction of users.

Responsible for coordination of building disciplines and development of design for various Municipal and Transit Vehicle Maintenance Facilities. Tasks included:Programming study outlining current conditions and proposed needs for new facility, properly sized for expansion and growth.Schematic design sketches for master plan of proposed site and individual buildings based off of programming needs.Inventory and assessment of existing equipment for the development of Maintenance Equipment Manual, for coordination purposes between disciplines, and identifying necessary new equipment.Development of Design Documents and Construction Documents including Plans, Details and Equipment Specifications.Constuction Administration responsibilities including Site Visits, Equipment Reviews, RFI reviews, and punch lists.Consistent updates of equipment documentation via contact reports detailing changes in price and specifications.

Responsible for Architectural, Marketing media development, and Material Estimating for expanding Home Builder.Tasks included:· Development of over 80 Base house plans, including optional plan and elevation configurations, including extensions, finished basement plans, and numerous other interior and exterior options.· Customization of client plans from base house plans to fit specifications as per customer’s request with proper judgment to ensure intelligent and attractive design solutions.· Creation of 3D models of conceptual and existing product for Sales Brochures, Websites and presentation Media resulting in a 300% increase in sales between 2004-2006 and over $100 Million in sales.· Analysis of plans, specifications and proposed selections to prepare cost evaluation in spreadsheet format for home building applications. Cost analysis used to create baseline pricing of product in various developments in PA., Maryland and Delaware, necessary to ensure profit margins.

Responsible for managing Interior Design Firm’s day to day operations.Tasks included:· Designing and developing retail spaces across America for Jones New York, Etienne Aigner, Carter’s Kids, Forman’s, and several Major League Baseball teams.· Creating presentation media for meetings with new clients including plans, sketches & the development of 3D computer renderings of retail spaces. · Taking Field measurements of existing spaces to ensure accuracy of documents.· Managing an office environment with numerous phone calls from subcontractors with construction questions and reimbursable billing.

· Analyzed plans, specifications and proposed selections to prepare cost evaluation in spreadsheet format for home building applications. Cost analysis used to create baseline pricing of product in various developments in Pennsylvania, Maryland and Delaware, necessary to ensure profit margins. · Designed schematics for retail industry clients for national shopping malls and boutique store fronts. · Responsible for attaining all necessary information to apply for Building Permits in Pennsylvania and Maryland developments. Correspondence with Township Officials and Altieri Contractors to ensure correct paperwork and procedures are followed in permitting and construction. · Experienced construction estimator with the technical know-how to analyze vendor price structures, cost comparisons, profit margins and quality measures through ProSoft computer products. · Maintained a strong working knowledge of State and Federal construction regulations and building code requirements. · Managed the ongoing quality efforts for all constructions projects by utilizing specific architectural software.; · Managed interior design firm's day to day operations. · Designed and developed retail spaces across America for Jones New York, Etienne Aigner, Carter's Kids, Forman's, and several Major League Baseball teams. · Created presentation media for meetings with new clients including plans, sketches and the development of 3D computer renderings of retail spaces. · Conduct field measurements of existing spaces to ensure accuracy of documents. · Managed an office environment with numerous phone calls from subcontractors with construction questions and reimbursable billing.

· Managed workforce development, interviewing, hiring, training and career development of new recruits for one of the largest UPS package centers in the eastern United States. · Conducted new employee orientation and managed the retention efforts for new and existing staff. · Organized corporate recruitment efforts within the NYC Metro-Area at local colleges and career fairs to recruit potential employees. · Developed incentive programs to retain employees and boost morale. · Evaluated potential employees data to minimize turnover.

Responsible for staffing of one of the largest UPS package centers on the east coast of the US.Tasks included:· Recruiting, interviewing and hiring Hub personnel within the NYC Metro-Area for the Preload shift (4am-9am). Maintained the standard requisition of 10 new-hires per week.· Keeping strict documentation of hires to minimize turnover and stay within Equal Opportunity Guidelines. · Visiting local colleges and job fairs to recruit new potential employees. Given the liberty to develop and put into effect any technique or incentive to attract potential employees.