marc hensley

* Developed secondary applications to facilitate web based credit reporting application. Offered internal network administration and SQL database support. * Developed customer facing web knowledge base application, offering clients a self service support option reducing support calls. * Created customer facing web portal allowing clients real-time access to current and past support billing invoices. * Developed applications to bulk load credit inquires from excel and text files, resulting in reduced time to input credit inquiries. * Created application to automatically upload scanned/faxed credit related documents to be associated with existing credit reports inside the credit reporting web application. This streamlined the mortgage report documentation process.

Offered Tier 1 in-bound phone support to credit card processing technology.

Technology owner for internal marketing, external corporate and forum websites, as well as Stellent CMS technical support. - Developed internal calendaring application to track internal and external customer touching events. This provided a single location for all marketing, sales and customer support activities. - Integrated external customer events from calendaring application to Corporate web site, allowing single entry for events and improved event visibility on the external website.

Responsible for data integrity and maintenance for Seibel CRM database. - Consolidated field generated and third party customer data into single application, allowing for greater visibility into customer related activities.

* Offered Tier 1 inbound phone support for Microsoft Home Products. * Consistently met post call customer survey metrics through effective listening and problem solving customer issues. * Member of only Microsoft Product Support Queue to exceed Customer Satisfaction metrics for 26 consecutive months. (2003)

Handled installation and troubleshooting support calls for credit reporting software. Offered network support for clients and assisted developers in identifying software issues. - Developed Outlook Application to replace existing call tracking software. This led to improved call history tracking, increased ticket tracking and a consistent ticket number process across multiple archive processes.

Technology owner for internal SharePoint 2007 portal, external corporate and forum websites and Stellent CMS technical support. - Developed SharePoint web part to publish Word 2007 documents and marketing collateral from SharePoint libraries to external ASP web site. This allowed content owners to leverage SharePoint workflows for translations and approval. - Branded and deployed forum web application to facilitate structured customer to customer communication.

* Technology owner for local site SharePoint Portal, custom web applications and on-site technical support. Responsible for ensuring Global IT policies were deployed, maintain site operations within approved budget. * Developed SharePoint based approval process for travel requests, PTO requests, and invoice approvals. * Developed a Web/SharePoint application to replace existing e-mail/excel solution for document transmittal requests and tracking. * Moved file-based document storage to SharePoint for improved visibility and searchability * Developed a web based application for stamping existing PDF documents and drawings and also created an electronic drawing book for field use. * Managed IP phones, computer system deployments, and solved local support issues