Customer Service Quality Assurance

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Analyst

Effective liaison between technical providers and functional users. Dual

experience working with software vendors and as corporate software user.

Vast knowledge of interactions between business processes and software

systems. Comprehension of technical issues and management duties including;

training, documentation, troubleshooting, and implementation of business

processes to enhance use of software applications. Experienced in inter-

departmental process management.

Qualifications Profile

Applications Support Relational Databases System Documentation

Project Coordination Report Creation and Technical Support

Refinement

Data Mining Application Upgrade & Technical Writing

Implementation

Process Orientation Software Systems Analysis Training Development &

Delivery

Application Quality Assurance Review Staff Leadership

Administration

Application Experience: MS Access, MS Office, Crystal Reports, Visio,

Oracle, SQL, Data Analyzer, Adobe Acrobat, PlanetPress Suite, Lotus Notes

Business Processes: Six Sigma toolset, including DMAIC, Kaizen Projects,

Lean Process, Process Excellence, Green and Black Belt projects.

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Professional Experience

AXIANT, LLC Concord, CA (Mann Bracken LLP) 2005 - 2009

Imaging Analyst / Scanning Manager

> Cross-functionally organized projects to analyze the needs of other

departments and worked with programmers to create applications and

reports to meet those needs.

> Gathered business requirements from system users, managers, and business

clients to design processes and procedures to maximize efficiency and

accountability.

> Supported software and systems for the team, including technical software

and hardware, including evaluating new software options and upgrades.

> Analyzed existing programs and processes for inefficiencies and worked

with various levels of staff and management to create equitable

solutions.

> Created process solutions with management and technical staff to meet

the diverse needs of a growing company.

> Managed 10 person team responsible for scanning physical paper into

electronic images for the benefit of workflow action taken by other

teams. (Included preparation and identification of documents.)

> Devised and implemented metrics and created reports from multiple

systems to document work completed and in process, including

prioritizing documents.

> Organized and managed the creation of documents using multiple

technical application sources to create a single output, both paper

and electronic.

BANK OF AMERICA (HomeFocus Valuation), Concord, CA

2002 - 2004

Credit Service Specialist II

> Gathered data, summarized and presented to multiple sources for Process

Excellence in keeping with Six Sigma goals.

> Member of Process Excellence and Green Belt project certified teams (data

correlation and presentation).

> Monitored and programmed several simultaneous projects to create workflow

Microsoft Access applications, provided savings to the company of 10

hours per week.

> Received Bank of America 2004 Spirit Celebration Award (Medallion Award)

for demonstrating the Bank of America Spirit by driving a transitional

project to its successful completion.

> Also received multiple awards, recognition and bonuses for initiating

change and streamlining processes.

> Created templates for other units to fill out, and turned those templates

into Access databases for the use of the production team as both

reference and tracking.

> Developed processes and documented procedures for general use by

production staff, with the cooperation and input of the staff.

> Audited the production teams for adherence to policies and procedures,

ensured payments would be properly made and billing amounts recovered

appropriately.

> Member of the production staff dealing with several levels of vendors and

management through email, phone conversations, in-person presentations

and web-based proprietary applications.

IBM GLOBAL SERVICES, Schaumburg, IL

1999 - 2001

IT Specialist

> Assumed responsibility for customer satisfaction while maintaining

contracted levels of service and technical integrity. Collected multiple

bonuses and letters of praise from both customers and management.

> Advised on a project to upgrade a system (software and hardware) to

handle over 200% more transactional volume.

> Identified the need for, then created, documentation of processes and

procedures for the use of my peers and various levels of helpdesk

personnel. Savings to the company were about 5-10 hours per week.

> Created technical documentation and designed Lotus Notes storage

databases in order to maintain customer service levels for the training

of my peers. Saving the company 20 hours per week.

> Certified Lotus Notes Administrator (end user and other Admin training

and contact).

> Specific application support involving troubleshooting and administration

of applications (user access and functionality).

> Provided troubleshooting for external communication via phone, Internet

and secure network access over phone lines, replication issues, ID

maintenance, peer training.

> Supported production and testing environments with NT Clustering, Domino

Clustering, Unix, LotusScript troubleshooting, Lotus 4.6-R5 upgrade.

> On-call duties 24x7 at 3rd level of support, through trouble ticket

handling and notification.

SERVICENET (Accenture), Minneapolis, MN

1998 - 1999

Lotus Notes Administrator

> Supported 416 servers. NT Server, Name and Address Book database

separation for Anderson Consulting (from Arthur Anderson)

> Supported global server communication both in-house and with external

contacts, including helpdesk training.

> Handled Trouble tickets and communication for the production environment,

on-call after hours support, 3rd level.

IBM GLOBAL SERVICES, Minneapolis, MN

1996 - 1998

Lotus Notes Administrator

> Supported American Express Financial Advisors' production environment, on-

call during-hours support.

> Lotus Notes version 3 to version 4.12 upgrade.

> Partnered in server consolidation project from about 50 (OS/2 and

Windows) to 6 (Compaq multiple-processor servers with NT Server).

> Provided Helpdesk and end user support and training, including: desktop

configuration and settings, group creation and deletion, training users

in group maintenance, ID creation and deletion, database maintenance,

replication troubleshooting, backup maintenance and troubleshooting.

> Handled trouble tickets, communication and resolution.

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Education

Associate of Arts, 1994

Normandale Community College . Bloomington, MN

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