Joseph R. Justice
327 SW 20th Street, Apt 4
Fort Lauderdale, FL 33315
954-522-3602 (home)
E-Mail: jayarejay@gmail.com
WWW: http://www.radix.net/~jrj

Objective: To work at an organization where I can build and maintain useful products and services using my existing skills in SGML, HTML, XML, web site development, OmniMark, Perl, C, etc, plus acquire new skills.

Summary:

Over eleven years of broad experience in the computer industry, doing computer programming, software design, and system administration. Extensive experience working with text markup languages and data (SGML, XML) and writing conversion programs in OmniMark. Programming and system administration experience on Windows NT, OpenVMS, and Unix platforms, using languages including Perl, C, C++, and command / batch / shell scripting. Experience with building electronic hypertext products on both on-line WWW and CD-ROM platforms. Built and administered dynamic, database-driven web sites using Microsoft tools (NT, IIS, ASP, SQL Server, and Exchange Server).

Experience:

The Answer Group, North Lauderdale, FL	12/03 - 06/05
Technical Support Engineer

 

Worked in a high-volume telephone call center providing Tier 1 and Tier 2 telephone-based technical support for residential and commercial subscribers to BellSouth high-speed DSL Internet service. Acted as defacto first point of contact for all customer Internet- and network-related problems, even if those problems were not actually related to BellSouth DSL service. Routinely maintained 90%+ productivity and provided excellent customer service, receiving numerous written accolades from customers about the help I had given them. Did my very best to make certain that every customer I came in contact with did not need to call back about the particular problem they were having ever again.

• Guided users through initial self-installation of service, troubleshooting diagnosis and resolution of problems with existing service, and integration of the service and BellSouth-provided equipment with other customer-provided hardware and software products (hardware routers and firewalls, software remote access applications, etc) to aid the customer in making the most effective use of the service to satisfy their requirements.
• Properly referred customers as required to other Bellsouth DSL departments (Billing, Sales, Customer Service), other BellSouth-brand service providers (local voice telephone service, dialup Internet service, shared web hosting, etc), and non-BellSouth entities (computer hardware and networking equipment OEMs, etc) when the customer's needs required the services of those other departments and I could not resolve their issue by myself.
• Scheduled DSL field technician repair appointments for issues that could not be resolved over the phone.
• Took orders for additional BellSouth-provided DSL related equipment (DSL modems and routers, wireless Ethernet adapters, phone filters, etc) and arranged for exchanges and returns of defective equipment under warranty.
• Mentored and advised other newer agents to the call center on how to better assist end users with the sorts of problems customers typically have.

West Group, Alexandria, VA	05/96 - 04/01
Programmer / Analyst

Programmer / Analyst for West Group (a unit of Thomson Corporation), a print and electronic publisher of information for professionals. Primary focus was the design, implementation, and support of electronic products in both on-line / Internet / WWW-based and CD-ROM / Folio Views-based formats, and the design, implementation, and support of the SGML-based publishing systems used to produce these products. Also provided support as needed for print publications and for computer systems in general.

Work for on-line products involved the design and implementation of front end, back end, and/or content creation portions of one marketing and e-commerce (www.hr-esource.com) and three editorial product (www.hrwire.com, ihradvisor.westgroup.com, itwire.westgroup.com) web sites. Also did ongoing code maintenance and enhancement and system administration, and provided general technical advice and content and production troubleshooting for all of these web sites. Sites were dynamic, personalized, and database-driven. Also responsible for installation and system administration of development and production web and database server and electronic mail server computer systems used for these sites. All sites ran on Windows NT servers using MS IIS 4 and MS Active Server Pages, MS SQL Server 6.5, MS Exchange Server 5.5.

Specific things I built or did include:

• Built all or part of several back end automated editorial content production and content delivery systems and reports and web site administration tools, using Windows NT and batch files, OpenVMS and VMS command files, and Perl 5;
• Wrote SGML to SGML and Lotus Notes to SGML data conversion programs and SGML to HTML content creation programs in OmniMark;
• Wrote and/or modified IIS ASP files using VBScript to change or enhance consumer and administrative web site functionality and look-and-feel, including use of ODBC connectivity to SQL Server;
• Implemented product and administrative web site electronic mail tools using ASP, VBScript, and AspQmail, interacting with MS Exchange Server;
• Integrated and maintained interactive online surveys using a third party application (Inquisite);
• Installed and maintained commercial third party web site usage logging tools;
• Acquired domain name registrations and Verisign web site SSL certificates;
• Mentored and advised less experienced programmers working on the sites.

Work on CD-ROM-based products involved the design, implementation, and enhancement of four pre-existing and one new electronic hypertext CD-ROM-based products using the Folio Views 3 engine. Also worked on the design and implementation of the overall production system (workflow, processes, data delivery) used to create these products, and on documentation of the individual products and the overall production system.

Also answered SGML data content and usage questions and troubleshot CD-ROM product production issues as required. Worked on conversion of the CD-ROM-based products and the overall production system to Folio Views 4. Updated installation programs written in C++ used to install products from CD-ROM, especially to account for new tax form information from CLR included with the product. Worked on implementing web-based versions of the various CD-ROM products.

Work required extensive programming in OmniMark of data conversion tools from SGML to Folio Views 3 flat file format. Work on the overall production system (originally running on DOS and Windows 3.x, later moved to Windows NT) required significant amounts of writing and modifying DOS batch files and "Make" files. Throughout this work there was a focus on emphasizing program code, data, and process / workflow sharing within and between products.

Other miscellaneous work performed included:

• Wrote SGML to XML data conversion tools on OpenVMS using OmniMark to generate XML-format table of contents information for much of one large editorial content product being migrated to a new web publishing platform.
• Developed a system on OpenVMS using OmniMark and C for a case citation cross-reference table for a print product.
• Worked on in-house Windows NT-based application software update automation, requiring VBScript and MS Windows Scripting Host programming.
• Did maintenance of other systems, especially involving VMS-related work.
• Y2K technical reviews of in-house authored software, production systems, and CD-ROM products, with modification of programs and systems as required.
• Provided consulting and advice on general computer-related questions or topics as needed. Provided some front-line help-desk support of end users from editorial and administrative units. Acted as defacto Novell NetWare 4 LAN administrator for local office.
• Exposure to Red Hat Linux, Sun Solaris, Netscape iPlanet web server, Excite search engine.

Community of Science, Baltimore, MD	03/95 - 04/95
Programmer

Programmer and internal / external technical support person for the Community of Science, an electronic publisher of information about major research universities in North America. Wrote an application in Perl (developed in part under MS-DOS, but targeted for OpenVMS) to automatically generate "on the fly" Microsoft Word 6 format documents (directories of faculty members, mailing labels) in Microsoft Rich Text Format (RTF) from database records provided in a structured ASCII format. Wrote interactive interface routines in Perl to allow subscribers to the service to specify and generate these documents on demand. Also obtained, compiled, and installed publicly available software (Elm, WWW browsers, etc.) for OpenVMS, MS-DOS, Microsoft Windows 3.1, and the Macintosh OS.

Tax Management / Bureau of National Affairs, Washington DC	11/93 - 11/94
Programmer

Contract programmer in the CD-ROM Development and Production Group for Tax Management, a subsidiary of the Bureau of National Affairs, a print and electronic publisher of information for professionals. Primary responsibility was automating the conversion of large text data files into and out of SGML, using OmniMark. Text was converted from ATEX electronic typesetting formats to SGML, and from SGML into searchable hypertext databases in several different formats required by different DOS and Windows 3.1 search engines/viewers (primarily Folio Views 2.5).

Designed and implemented the conversion process of two monthly newsletters from ATEX into SGML and then into Folio Views. This included writing the document-specific SGML DTD for each publication and designing the specific look and feel for the publication within Folio Views. Also converted approximately one year's worth of preexisting data for one publication from Folio Views format into SGML. Also responsible for the initial conversion (first pass) of a large (~50 MB ASCII text) Folio Views document into SGML. Also wrote other text conversion programs using OmniMark, and used these to process portions of other text files and documents.

Additional utility and production programs written in the C and Perl languages include the following:

• Wrote a program in C to manage the automatic updating to local hard disk (transparently to the end-user) of executables and data files distributed on TM's CD-ROM publications.
• Worked on a link validation tool (written in C) for Folio Views documents. This work included testing the efficiency of various hashing algorithms and C database libraries (gdbm, sdbm), doing elementary parsing of Folio Views documents to generate test data, and writing small utility functions for the link-validation tool.
• Developed and modified a utility program written in C and Perl to do QA on the set of data files used to build a CD-ROM publication prior to a master CD-ROM being cut for duplication. The utility checked that the correct set of files was present in the directory used to build the CD-ROM image and that the contents of selected files were as expected, according to a manifest of the files expected to be in the directory and their CRC-32 values.

School of Engineering / Morgan State University, Baltimore, MD	08/90 - 06/92
System administrator

Responsible for VAX 8300 and MicroVAX II running VMS 5; a MicroVAX II and DECstation 3100 and 5000/200 RISC (MIPS) workstations running Ultrix 2.x and 3.x (BSD Unix variant); and a terminal room with ~25 mixed text and graphics terminals and IBM PCs running DOS. Specified and ordered computing (workstation class) and networking (LAN) hardware and software for School's move into new Mitchell Engineering Building. Helped faculty, staff, and student users of the Engineering Computing Center's facilities, and gave advice and suggestions where requested on any question related to computers, LANs, or use of the Internet. Wrote a reference and tutorial on use of VAX/VMS MAIL for local users. Wrote utilities in C, Perl, VMS command files and Unix shell scripting.

Education and Training:

08/05 - 12/06   Broward Community College, Fort Lauderdale, FL   Associate of Arts, Major: Mathematics

09/88 - 05/91   Morgan State University, Baltimore, MD   Major: Computer Science

09/83 - 12/87   University of Maryland at College Park   Major: Computer Science

Also attended several training courses through Thomson University and Learning Tree International. These courses included: Folio 4 infobase design and development; introduction to C++ programming for non-C programmers; Microsoft Windows NT 4 Workstation and Server; Microsoft Internet Information Server 4; Microsoft Site Server 2; Microsoft Exchange Server 5.5 Administration.