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Resume: Alejandro "Sonny" Abello Email Address: sonnyabello@ix.netcom.com |
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| Objective: | To join a growing company where my background in computers, software and customer service may be used to benefit that company; to labor in an environment conducive to advancement; and to contribute meaningfully to the industry. |
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Work Experience: |
Associate Software Engineer Excite@Home, Redwood City, CA 1/00 to 2/02 Developed network diagnostics tool applications used by @Home Customer Care and Technical Support Representatives. Projects included Sonata (a mail-merge style email application), Shotgun Ping (a diagnostic tool used for pinging multiple IP addresses), POPgun (a tool for deleting email messages and testing email accounts), the Knowledgebase Explorer (a web-browser designed for accessing the @Home Knowledgebase and customer data), Whazzzzup (a network diagnostic tool that evaluates server functionality) and the @Alert System (an IRC based instant messaging system). Consulted with call center management and agents for recommendations/suggestions on the features and interface designs of new tools. Visited the call centers of the company's outsource and cable partners to assist in the installation and implementation of the above mentioned tools. Participated in the development of the @Home Connect Wizard, a network diagnostic application distributed to Rogers@Home subscribers. Technical Support Representative / Lead Excite@Home, Redwood City, CA 3/99 to 1/00 Provided telephone technical support for subscribers of the @Home cable modem service. Devised many solutions for Internet connectivity related issues experienced by @Home subscribers. Participated in meetings with network engineers and software developers as a representative of the call center. Developed early versions of the Sonata, Shotgun Ping, POPgun and the @Alert System applications. Promoted to Lead Technical Support Representative in August 1999. Technical Support Representative / Lead SegaSoft Networks Inc., Redwood City, CA (Outsourced through InTelegy) 9/97 to 2/99 Provided telephone and online technical support for SegaSoft's game applications and HEAT.NET online gaming network. Discovered and devised many solutions for bugs in many SegaSoft games, including Cosmopolitan Virtual Makeover, Obsidian and Grossology. Developed many patches and corrective applications for Cosmopolitan Virtual Makeover and Cosmopolitan Virtual Makeover Style Packs 1 & 2. Developed a total of fifteen (15) software applications used in-house or as add-ons for existing products. Promoted to Technical Support Lead in February 1998. Selected Call Center Representative of the Month for April 1998 and February 1999. Technical Representative (Part-time) Jon M. Liss Associates Inc., San Mateo, CA 9/89 to 11/98 Installed, configured and maintained company's computer resources, including the LANtastic Local-area network. Suggested and implemented new software applications as required by the business. Performed board-level upgrades on company's computer peripherals when new technologies became available. |
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Miscellaneous Work Experience: |
While a Technical Support Representative for SegaSoft, developed Babel, a chat
client application used in SegaSoft's online chat consultation system. Originally
developed as a temporary solution, SegaSoft's Technical Support Representatives continued
to use Babel long after I had left the company, and did so until they discontinued online
chat support (October 2000).
While a Technical Support Representative for SegaSoft, developed the SonSet Utilities, a set of two (2) utility applications, SonSpot and SonScreen, designed to address limitations in SegaSoft's Cosmopolitan Virtual Makeover. Renamed the VMO Utilities, the SonSet Utilities were included in later CDROM releases of the Virtual Makeover line (Essence Virtual Makeover and the Cosmopolitan Virtual Makeover Collection). While a Sales Associate for Office Depot, developed the Depot Director, a human resources scheduling and time card management application used for a time in Office Depot stores in San Mateo, Daly City and San Francisco, California. As an independent programmer, developed, documented, marketed and provided customer support for the "shareware" application Virus Central, a graphical user interface for McAfee Associates' VirusScan application. Virus Central, which was the first VirusScan add-on utility approved by John McAfee, was highly successful in Europe (distributed locally by NoVIR Datentechnik of Lübeck, Germany), and was the first published shell application for IBM Compatibles, commercial or otherwise, that had a built-in graphical screen saver. Virus Central received many favorable reviews, including a two-page write-up in the book PC/Computing Guide to Shareware, from ZD Press (1992). |
| Skills: |
High level proficiency with Win32 API software development using MS Visual C++
High level proficiency in software development using Borland Delphi, Borland Turbo Pascal and Borland C++Builder High level proficiency with Internet technologies, protocols and networking principles Strong familiarity with Windows/Intel hardware and peripheral systems Strong familiarity with customer service and call center principles Writing and editing for technical purposes |
| Education: |
Computer Science, Skyline College and the College of San Mateo
BA Political Science Graduate, University of the Philippines High School Graduate, La Salle Green Hills |
| References: | Available on request |