Customer Service Sales

Amy Ryan

Email: *********@********.***

Address: **** ******** ******

City: Ashland

State: KY

Zip: 41102

Country: USA

Phone: 606-***-****

Skill Level: Management

Salary Range: 65

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

AMY DIANE RYAN 4352 RIDGEWAY AVE, ASHLAND

KENTUCKY, 41102

*********@********.***

606-***-**** (C )

EDUCATION

Computer Information Technology, BS August 2010 - Current

Northern Kentucky University, Highland Heights, KY

Bachelor of Science, July 2012

Currently on track to obtain a Bachelor of Science in Computer Information Technology. Focus on network and security. Minor in Business Informatics completed. Five remaining classes until completion. Current GPA 3.85. Studies focused on network setup, security, end-user help desk, software development, and project management.

Environmental Science, AAS June 2001- December 2003

Lexington Community College, Lexington, KY

Associate of Applied Science, December 2003

Graduated with an AAS in Environmental Science. Demonstrate an understanding of the ecological relationships of the environment. Sample and analyze air, water and soil in accordance with state and federal regulations. Practical lab and field experience in sampling and analysis. Emphasizes the application of scientific principles to pollution control problems.

CERTIFICATIONS

ACIS Avaya Communication Server 1000 Aura Implementation (August 2012)

ACSS Avaya Communications Server 1000 Aura Maintenance (August 2012)

ACP Allworx Certified Professional (July 2009)

NCDS Nortel Certified Design Specialist CS 1000 Rls 4.0 (April 2008)

NCSS Nortel Certified Support Specialist CallPilot Rls. 5.0 Installation (September 2008)

QSP Norstar Qualified Nortel Sales Professional (July 2005)

QSP Business Communications Manager Qualified Sales Professional (July 2005)

EXPERIENCE

Director of Operations, multi-site operations February 2005 - September 2012

E&H Integrated Systems, Florence, KY

* Created and managed a team of 45 staff that supported the consolidated Voice and Data Division with information technology solutions, project management, administration support, and management strategies.

* Expanded client base by 200% in 5 years with no increase in costs and introduced automation and consolidation processes.

* Mastered telecommunications protocol and specialized in Nortel Networks hardware.

* Designed and implemented a training program for technical staff that led to a team of certified engineers in hardware and software relevant to our customer focus

* Changed Business Model and led company in bringing new product lines on board, including hardware, software, and administrative tools, to keep pace with changing technology requirements

* Used P&L statement to adapt to changing economic trends while maintaining high levels of profit from Operations

* Developed protocol and documentation for employee/employer relationship and legal rights

* Created internal Client Satisfaction Program resulting in increase of employee productivity and customer complaints were resolved timely and effectively.

Customer Service Manager, Inside Sales, PM March 2003 - February 2005

E&H Integrated Systems, Florence, KY

* Reporting to the Manager of Operations, was responsible for receiving, processing, and maintaining client data. The process included running a data mining engine to generate letters.

* Served as company liaison between Dial Tone Providers and clients to establish cost-effective methods for telephony needs and requirements

* Completed all Project Management, Database collection, and End-User Training for contracted projects.

* Organized a world-class customer service department and installed checks and balances to increase productivity of staff and keep moral high

* implemented bonus structures and monthly sales promotions to assist sales department and allow employees to take an active role in the wages they earned

Other Activities

Girl Scout Troop #1462 Leader, Hobbyist Photographer, Volunteer at Boone County Animal Shelter, Sierra Club Member, Thirty-one sales representative, Women in Informatics Club Member, Local BNI Member, Women`s Hope Center Supporter and Donator

References

Available Upon Request.

Professional Organizations

Adult Career Development Organization - NKU

Christian Student Fellowship

Women In Informatics - NKU

Technical Skills

Unix/Linux OS

Network & Security

Computer Ethics

Windows OS Installation

PRI/TI protocol SIP Trunking

Java/Jython

Quantitative Analysis & Decision-making

Automating Business Processes

LAN/WAN

Wireless

TCP/IP

HTML5 and web site design techniques

Voice Over IP and QOS setup

Frame Relay

Analog and Digital Telecommunications

Firewalls

Additional Skills

Experience in personal computer hardware, software, & peripheral maintenance

Understanding of software applications

Understanding of database structures and design

Understanding of network protocols

Ability to quickly develop new job-specific skills

Proven ability to diagnose, troubleshoot and resolve technical problems

Known team player

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