Trevor S. Hancock - Resume
(Download MS Word .DOC)

Well rounded, professional individual with a variety of life and job experiences seeking
positions which offer opportunity for growth and advancement in the computer software industry.

Responsibilities:

• Acting as a role model for Customer Service to other support professionals.
• Drive case wellness by ensuring that all customer issue documentation is technically accurate and complete.
• Collaborate with SP’s to ensure that cases are moving toward resolution within target severity closure goals.
• Contact customer as needed for technical recovery, escalations, and issues that require collaboration.
• Call customers directly or conference with SP on cases that require direct technical intervention.
• Prepare for the release of new versions of Microsoft Visual FoxPro by attending related training and becoming
  familiar with new functionality and features.

Responsibilities:

• Producing new versions and maintaining source code base on ‘Stream Event Scheduler’ (scheduling program)
  using MS Visual FoxPro and MS Visual SourceSafe.
• Producing new versions and maintaining source code base on ‘Stream After Call Survey’
  (internal call tracking program) using MS Visual FoxPro and MS Visual SourceSafe.
• Performing technical phone screens of potential new team members as part of the hiring process.
• Acting as a walk-up mentoring resource for associate and developer support representatives.
• Maintaining superior customer handling skills and a high level of technical knowledge.
• Dealing with irate customers in order to ensure that their expectations are met.
• Monitoring queue status and ensuring all shifts are covered on a daily basis.
• Preparing KB (knowledge base) articles and submitting same for publishing.
• Development and administration of team knowledge measures.
• Organization and delivery of training to new team members.

Software:

Including but not limited to: Microsoft FoxPro (all versions and platforms),  Microsoft Visual SourceSafe (4.0, 5.0 & 6.0),
Microsoft Windows operating systems (all versions),  Microsoft FrontPage 98 and 2000 (MCP certified), 
Microsoft Visual Studio 97, 98 and .NET, Microsoft Office (4.3, 95, 97 and 2000), Microsoft  Internet Explorer (3.x , 4.x, & 5.x),
Microsoft Outlook, Global Village Focal Point 4.04, Lotus Notes (3.3 & 4.5), Lotus CC Mail (2.2, 6, 8), Paint Shop Pro,
WinZip 6.1, Pegasus Mail 2.4, Eudora Mail Light & Pro, Norton Anti-Virus & Utilities for Windows 95 and various HTML
authoring programs.

Responsibilities:

• Developed educational and entertaining programs for children ranging in age from 6-10 years old.
• Maintained cleanliness of facility.

Responsibilities:

• Developed educational and entertaining programs for children ranging in age from 8-15 years old.
• Scheduled 60 staff members and 180 children for consecutive two week sessions during summer.
• Responsible for entire operation of camp during times when director was absent.
• Handled all purchases for camp while maintaining books and bank accounts.
• Maintained camp vehicles.