Customer Service Software

**** ***** **. . **** *****, TX *****

PHONE 817-***-**** . FAX 817-***-**** . E-MAIL

****-*****@*********.***

Ann Marie Cruz

Career summary

Accomplished Computer Specialist, a strong back ground in

customer service. Results-oriented leader with superior

communications, interpersonal, and project management abilities.

Interact effectively with people at all levels of business.

Excellent skills in computers, quality, software, research and

problem solving.

Work experience

June 2008-Current

Fort Worth, Tx

Owner - AnA Resource Solutions - consulting company focused on

improving workflow processes

Current Projects include work at various water/waste water

plants updating Maximo database with plant expansions.

October 1999-June 2008

Fort Worth, Tx

Supervisor - IT Programmer/Analyst II for LIMS(Labworks by

PerkinElmer)

Analyze information processing requirements and systems;

translate requirements defined during systems analysis into

logical, economical, and practical system design alternatives;

participate in the maintenance and modification of current

systems.

Maintain training needs of the Lab as it pertains to the LIMS.

Design program logic to comply with program specifications;

write programs of complexity ranging from moderate to complex

primarily for customer use; test data and programs for accuracy.

Prepare technical reports and forms related to assigned

information systems; write system documentation for staff and

clients as necessary; document and maintain records of programs

designed and/or modified.

Assist in installing various computer software programs; monitor

and correct problems that occur in information processing

programs.

Diagnose and solve network problems; organize and monitor

network security allowing users to access hardware and software.

Write job control and other operating system language

statements.

Assist computer users on systems and equipment; provide

technical and functional advice to personnel as needed; answer

questions and provide information.

Install and assist in the maintenance of software applications.

Interview clients and analyze their computing needs; develop

work plans with specific procedures, schedules, and time frames.

Organized and implemented Sampling Process for Fort Worth, Tx

using Trimble receiver and GEO-XP handheld field computer.

Created ARCH GIS maps for each of the Distribution Routes for

the City of Fort Worth.

Designed and Implemented Web Site for Central Lab using

ColdFusion

Implemented Bar Code Data Collection System

1989 - 1993 IBM Roanoke, Tx

Consulting Marketing Support Representative

LAN Server telephone support for world wide customer base

Liaison between customer and design teams to facilitate problem

resolution concerning mainframe, LAN and application issues;

Supervising testing of re-issued code to client sites;

PC/Mainframe hardware/software installation/maintenance of staff

and sales representatives

Application development

Technical writing experience

Maintain online document that shipped with software

Given a project: to load software on a laptop for fighter

pilots. I had to write the instructions for loading the

software, certain functions I had to learn to use on the

software to be able to write the manuals. Then I boxed up the

laptops and manuals and sent them directly to the pilots.

Testing beta code

1994-1998 AST

Fort Worth, Tx

Quality/System Analyst Supervisor

Started as Customer Service Representative

Within a year made Team Leader over Call Taking

After a year as team leader made Supervisor for 2 departments in

Quality

Responsible for outgoing quality control with a proven track

record of success in a fast pace multiple shift operations

Duties included: classification of defects, and using a

corrective action process to improve the quality of our

processes, adjust test environments to include call generator

issues, automation of corrective action process through use of

internet, Quality Customer care visits nationwide of key

accounts, maintained department ISO procedures and short ship

customer request

Education

1990 - 1994 Texas Woman's University Denton, Tx

BS Computer Science

164 hours toward degree 3 non computer classes remaining

Computer ExPERIENCE

Cobol, Pascal, Assembly, REXX, C

Environments: OS/2, DOS, MVS, VM, VAX, TSO, CMS,

ISPF/PDF, Windows 9x -2000, NT, SQL 7.0

Applications: LIMS (Laboratory Information Management

System) Labworks by PerkinElmer, SQL Enterprise Manager,

Microsoft Management Console, Bartender7.0, Access,

Equal/ASKQ Retain systems, Bookmaster, Script/vs,

Executive Decisions, Foils5, Extended Analysis, Lotus

Notes, CC:Mail, Powerpoint, Excel, Word

Security clearance

Held for IBM 1989

City of Fort Worth Training

March 25, 2002 Certificate in Supervision

Yearly Training:

Effective Writing

Project Management

Selection Interviewing

Performance Management

Equal Employment Opportunity

Conflict Management

Team Building

Employee Assistance Program

Overview of Worker's Comp-Supervisors

Alternative Discipline

Purchasing Procedures

CPR

Fire Safety Training

Hiring the Best

Succession Planning Training

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