Resume

Matthew Akins
309 N Cottonwood Drive,
Richardson, TX 75080

matthew_akins@hotmail.com
http://www.ductape.net/~mass
(972) 669-8739



	Objective:		To provide support leadership in a CRM environment.

	Education :
			Current:
			-1999-present Stream International Carrollton, TX Leading for Growth and Profitablity, BS
			-1994-present University of Texas at Dallas Richardson, TX Computer Science, BS
			-1998-present Richland Community College Dallas, TX Computer Networking, AAS 1-Year Certificates: Windows NT 4.0 Administration, CNE 5

			Completed:
			-June 2000 Stream International Carrollton, TX Coaching for Excellence, AS
			-1990-1994 Garland High School Garland, TX Advanced Honors Diploma

			Intended:
			-Computer Science, MS University of Texas at Dallas Richardson, TX
			-CCNA Richland Community College Dallas, TX


	Work Experience:
			-February 2000-Present Stream International Carrollton, TX -Client Advocate/Business Analyst Accomplishments : -Proposed, designed, and implemented a call arrival pattern table and chart in Excel to reflect the impact of call spikes on agent availability in an core ACD queue shared by multiple geographical regions, used to determine critical point (trigger) where a geographical region impacting total SLA needs to be placed into an event ACD queue. Utlized rolling weekly forecast ( # of calls, # of minutes, broken out by geographical region) and an approximation of the erlang-c model to calculate the # of calls (as a %) that a region could exceed their forecast before this trigger was achieved. -Proposed,designed, and implemented a weekly staffing model that accepts call arrival patterns by half hour,average handle times by half hour, weekly call volume, target SL & response times, and provides suggested staffing for each half hour as well as half-hour/daily/weekly actuals on service levels and utilization using erlang-c. -Researched and implemented Remedy Action Request macros to provide automated daily e-mail reports to call center management and supervisors on customer satisfaction surveys within Remedy including integrating MS-Excel, MS-Access, and Lotus Notes e-mail using DDE and OLE. -Developed training materials & testing for supervisors.
			-August 1999-February 2000 Stream International Carrollton, TX - Intranet Web Developer - Supervisor - Mentor Accomplishments : -Designed and implemented an interdepartmental communication plan across multiple call centers that is scalable and allows for both the real-time dissemination of current issues with status updates and data persistence. Utilized the corporate standard e-mail client (Lotus Notes), an Intranet, a freeware IRC (Internet Relay Chat) server/client combination , and AIM (AOL Instant Messenger). -Redeveloped the user interface and folder structure of the Intranet to allow for the fastest average click-thru speed to resolve customer issues via multiple, versatile paths to resolution, and minimizing the tool's impact on average talk time.
			-February 1999-August 1999 Stream International Carrollton, TX -Software Support Representative Accomplishments : Successfully completed training for cable modem internet support.
			-January 1996-February 1999 University of Texas at Dallas Richardson, TX -Student Lab Customer Service Assistant Manager (Technology Customer Services) -Computer Support Technician (TCS) -Phone/Email/Web Customer Service for Faculty & Staff (TCS) Accomplishments : Developed online helpdesk FAQ for University faculty and staff and web-based problem submission forms using HTML,Javascipt on the client side and perl CGI scripts in an Apache environment on the server side. Developed automated scripts using perl/sendmail via a unix shell to send status updates on current resolution for open tickets at the helpdesk.


	Skills :
			Installation, Configuration, and Support :
			-MS-DOS 5.0-6.22, Windows 3.x, 9x, ME, NT 4.0 Workstation & Server, Windows 2K -Apache with mod_perl (Win32 and *nix) -Remedy client ver. 3&4 -Cable Modems (DOCSIS and proprietary), Modems, Sound Cards, Iomega Zip/Jaz/Click Drives, CD/DVD-ROM -MS-Office (Professional) 4.x, 9x, 2K -Intel, Cabletron, 3Com NICs -Novell & Microsoft Clients (DOS & Windows) -Email/Web/News clients -TCP/IP protocols / DUN / PPP for Windows 3.x, Win9x, Windows NT 4.0

			Working Knowledge:
			-Erlang-B,Erlang-C,Poisson models for agent staffing in a call center enviroment. -DDE, OLE (VBA) integration between Remedy Action Request System, Excel, Access, Lotus Notes -Various Unix flavors (Solaris 2.6, SunOS 4.x,RedHat Linux), X-Windows -MacOS 7+ -Netscape 3-4.6, Internet Explorer 3-5 -Proxy configuration for WWW browsers -POP3/IMAP4 e-mail clients including PINE,Mulberry,Outlook Express,Lotus Notes -MS-Word, MS-Excel, MS-Access, MS-PowerPoint. MS-FrontPage 98 -CGI-BIN(, ASP(JSCRIPT/VBSCRIPT), Javascript, VBScript, HTML 3+, Borland Pascal 5-7, Assembly for Intel 8086/88 -Aspect CustomView Director, Producer


	References:		Available upon request