Human Resources Customer Service
Resume:
EVONDA ACEVEDO
Dover, DE *****
******.*******@*******.***
302-***-**** (C)
PROFILE
Strengths include Customer Service, Human Resources Management, Employee Relations, Payroll, Benefits,
Policies and Procedure and Executive/Administrative Assistant.
WORK HISTORY
American Philosophical Association – Newark, Delaware
Employment Services Coordinator
May, 2008 – September, 2010
• Publish quarterly Jobs for Philosopher in print and on-line.
• Coordinate and administer placement services at three divisional meetings; Central Division, Eastern
Division and Pacific Division.
• Receive, prepare and organize paper submissions for the three divisions.
• Process and supply direct mail advertising orders.
• Responsible for JFP budget.
Assistant to the Executive Director – November, 2007 – April, 2008
• Managed calendar, travel arrangements, itinerary and expenses for the Executive Director.
• Administered the Prizes and Awards process for the APA.
• Arranged annual Board meeting.
• Responded to calls from APA members and other clients to ensure they were properly connected to the
appropriate staff member.
• Ordered and maintained inventory of office supplies.
• Set up, and facilitation of bi-weekly staff meetings. Provided meeting agenda, minutes and action items.
Smith Hanley Consulting Group – Houston, Texas
Client – AstraZeneca
Test Analyst – January, 2006 – September, 2006
• Responsible for the implementation efforts for the roll out of PeopleSoft version 8.9 in the United States,
Sweden and the United Kingdom.
• Created and documented repeatable, reusable test scripts; Explored and applied testing concepts, methods,
tools and techniques. Review functional documentation in order to supply data to be used in training.
• Tested modifications, enhancements, and interfaces, as it relates to the PeopleSoft application; Tested in
various environments (development, system and unit); Participated in Unit testing, System testing,
Integration testing, User Acceptance testing and Parallel test efforts.
PHRST – Dover, Delaware
Human Resources Specialist V – November, 2004 – January, 2006
• Researched issues and worked with system developers to prepare and document detailed requirements to
identify the like attributes between the two HRIS systems used in order to ensure consistency in the HR data,
for e.g. salary data and level information. Designed, recommended, implemented and tested enhancements
to new and existing databases.
• Designed and implemented the test environments for the HR applications and platforms within the HRIS
systems. Presented these findings to leadership to gage any additional process improvements.
• Created and documented repeatable, reusable processes. Reviewed functional documentation for and training
plan for technical accuracy. Trained leadership and their subordinates on the upgraded functionality of the
HRIS systems.
PHRST – Dover, Delaware
Human Resources Specialist III – August, 2004 – November, 2004
• Provided recommendations, guidance and direction to agency staff, other state agencies and state government
to enable them to meet organizational and operational goals and objectives.
• Identified, addressed and resolved problems/issues as they arose.
• Implemented human resource functions, policies, procedures, systems and plans.
• Ensured compliance with state and federal laws, rules, regulations, policies and procedures, requirements and
guidelines as they relate to human resources.
Resume for Evonda Acevedo
Page (2)
Accenture - Wilmington, Delaware
Service Control Representative T03 - April, 2004 – August, 2004
• Operated the technical and functional aspects of various applications. Knowledgeable of business processes
in order to handle questions regarding applications. Manage technical support during non-business hours.
Troubleshoots problems, questions, requests and user configurations.
• Identified and implemented process improvements in team operations and customer service. Adhered to
service control policies and procedures. Liaises with other helpdesks. Client interface for day-to-day service
issues and queries.
• Prepared and distributed metrics on a weekly, monthly and on quarterly basis.
• Conducted and facilitated Root Cause Analysis (RCAs) for category 1 and 2 issues. Provide on-call phone
support during non-business hours as warranted by customer needs and Service Level Agreements (SLAs)
response time commitments.
• WinRunner regression testing utilizing SAP. Processing Terms of Payment (TOPs).
Test Analyst - October, 2000 – July, 2001
• Designed, coded and tested changes for enhancements and fixes to new and existing test applications and
scripts; recommended implementation approaches. Designed and implemented test environments for
multiple applications and platforms.
• Researched issues and implemented the proposed solutions.
• Created and documented repeatable, reusable processes; proposed and implemented process improvements.
Explored and applied testing concepts, methods, tools and techniques.
• Reviewed functional documentation and training for technical accuracy.
Human Resources Representative – July, 1997 – October, 2000
• Responsible for the orientation of all personnel hired onto the various engagements at the Wilmington site.
Tracked employees using Human Resources Information System (HRIS). Enrolled and set-up new hires.
Handled personnel and payroll issues. Conducted background checks for all new hires.
• Managed termination and transfer processes for employees. Conducted exit interviews. Administered the
annual compensation and promotion processes.
• Assisted in setting policies and procedures as it related to personnel. Managed cases for FMLA, STD, LOA
and Worker’s Compensation for various clients. Compiled HR metric reports for leadership/clients as
requested. Hosted annual benefits fair for 400+ employees.
• Attended job fairs to screen and conduct mini-interviews. Prepared offer letters, rejection letters and pre-start
kits. Participated in new hire orientation.
The New York City Department of Employment - New York, New York
Executive Assistant to the Commissioner - September, 1990 – August, 1996
• Managed Commissioner’s office. Served as advisor on confidential and/or sensitive policy and
administrative issues with respect to the Agency’s business.
• Interfaced with federal, state, city and local elected officials regarding agency business. Assisted in the
Request for Proposal (RFP) process.
• Responded to inquiries from the public, local elected officials and City Hall staff. Reviewed/prepared
documents to be signed off by the Commissioner.
• Arranged travel, meetings and conferences for the Commissioner.
• Supervised staff of seven.
PROFESSIONAL TRAINING/SKILLS
Microsoft Office Suite (Outlook, Word, Excel, Access, PowerPoint); WordPerfect; Lotus Notes; Project Management;
WinRunner 6.0; Testing Requirements; Peoplesoft versions 8.8 and 8.9; Dreamweaver UltraDev4; Adobe PageMaker
7.0
EDUCATION
Adlai E. Stevenson High School – Bronx, New York –High School Diploma (1984)
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