ZENA

EALOVEGA

***** *******

Farmington Hills, MI 48331

e-mail: abq0ou@r.postjobfree.com

248-***-****

Looking for permanent position. 14 years of experience in the Information Technology Industry. Skilled

as Technical Documentation Specialist/Writer, e-Content Analyst, Process Analyst and Project

Coordinator. Interfaced with Call Centers and international automotive regulatory authorities to gather

requirements for processes and procedures. My prior positions have included the following job functions:

P rofile

Customer Call Center Answer P roject Coordinator

P r ior

S tation Administrator

R esponsibilities:

Softwa re Documentation F reelance Writing

Technical Documentation/Editing Engineering Specification

Business Analyst M ultimedia Development

P rocess Analyst P roposal Writing

Web Page Design Desktop Publishing

P roduct Testing Technical Ma rketing

W riting

Quality Assurance Testing T rainer

User I n te rface Design Group Facilitation

Use-case analysis Flowcharting

Field Support Survey Design/Result

P reparation

Help Desk D rafting & Document

I l lustration

Zena Ann Ealovega Page 2

Web & Online Help Development I T Security

H uman Resources T raining & I nstructional Design

D evelopment

Right Now Technologies Answer

Skills:

S tation

H T M L Web Design MS Word 2010

MS Windows Office Suite 7 F ront Page

MS Access MS Visio

MS Excel Adobe Photoshop

MS PowerPoint Auto Engineering

D esign/Drafting

SDRC-I deas Master Series

( D rafting)

--for additional skills go to Ancil la ry Skills on last page

Automotive Financial, Banking

I ndustry

E xpertise:

Educational Services Utility Services

Computer

Chronology of Experience

SYNOVA, Inc. 9/07 to 1/09

Southfield, MI

Chrysler-LCC, Convergys, BBDO

Clients

Experience

Industry: Automotive, Educational – Chrysler

Position: U.S. and Canada Customer Assistance Call Center Operations Answer

Station Administrator, e Content Analyst, Process Analyst, Technical

Documentation Specialist

Environment: Windows 7, Right Now Technologies Answer Station

Tools: Right Now Technologies Answer Station, MS Word, MS Excel, Adobe

Photoshop, Java Scripting, HTML, Lotus Notes, MS Power Point, Notepad

As a manager, used feedback to provide timely and accurate responses to users and took action

on the feedback (e.g. updating an answer to be more complete). Updated the real time

notifications for end users regarding elevated or current situations. Determined and created

profiles, queues and access levels for the different users so that only they could view content

appropriate to them. Identified and created the Answer Classification System (e.g., an answer can

be viewed by people with a specific profile only). Created custom fields to capture additional

information if needed. Identified, determined and scheduled reporting needs for both Convergys

Management and the client (Project Tracking, Change Control). Converted business and client

requirements into “actionable” Answer Station tasks and configurations. Implemented client and

business requests, providing Tier II and Tier III support for Answer Station. Revised document

requirements and provided enhancements as needed.

Overview:

Led development and implementation of advance search engine for Chrysler Call Center; created

over 7,000 resource answers for Call Center agents; new system cut infrastructure costs by $75k

and reduced staff hours by 5%.

COMPUWARE CORPORATION 07/97 – 2/04

Detroit, MI 6 years duration of assignments

Clients Chrysler Ford Motor Company

General Motors Compuware Human Resources

Comerica IT Headquarters DTE – Detroit Edison

Experience

Positions: Business Analyst, Web Designer, Project Coordinator, Field Support,

Technical Documentation Specialist, Training & Development

Environment: MS Office Suite, IBM Mainframe

Tools: MS Word, MS Excel, MS Access, ICON and Vignette Editorial System Web

Authoring Tools, MS PowerPoint, Elementool, Visio, Lotus Notes Database,

Adobe Photoshop, HTML, FrontPage, Note Tabs Pro

Directed projects using System Development Life Cycle, starting from initial definition,

development, to implementation of the project. Documented technical data and constructed

informational presentations for high value clients.

As technical expert/critical asset for most of the company’s enterprise level projects on the cutting

edge of the newest technologies and development protocols, reconstructed unattractive client web

sites lacking functionality, usability, and sophistication. Created and maintained numerous visually

appealing, content rich web sites, setting up agents, views, actions, formulas, and search

engines.

Overview:

Freed up to 50% of network resources by revamping websites for multiple clients; reduced errors

40% and almost eliminated network outages by implementing formal documentation and

processes; grew web traffic from under 20,000 hits per year to over 3 million and restored the

site’s credibility by designing new infrastructure.

Additional Skills Information

Education: B.A. degree - Liberal Arts

Wayne State University: Detroit, Michigan

Certified Engineering, Drafting and Illustration - 1996

Harold Philpot’s Batavia School of Automotive

Body Design/Drafting & Advanced Descriptive Geometry

Additional Training: Right Now Technologies – Call Center

Automotive body Design Engineering

Advanced Descriptive Geometry

Adobe Acrobat PDF Writer Conversions

Client/Server for Mainframe Developers

Project Coordinator

Troubleshooting when answers are not visible

Editing aliases word list & alias application

Evaluating answers using service analytics

Balancing keyword searches, top 100 search stems

Keyword weighing

Enabling suggested searches

Enabling search text feedback

Controlling answer visibility

Maintaining acronyms, FAQs & knowledge base

Configuring stop words, topic words

Management of the knowledgebase content

Ancillary Skills: AUTOCAD (Drafting) DRAFTING

MS Outlook Express PAINT SHOP PRO

LOTUS NOTES

ADOBE P HO TOSHOP

ARTEMIS PROJECT VIEWS (GM)

ICON EDITORIAL SYSTEM (Daimler Chrysler)

VIGNETTE EDITORIAL SYSTEM (Chrysler)

Certifications: SDRC-IDEAS Master Series Engineering Design/Drafting

Certified Engineering Drafting/Illustration

Affiliations: Society for Technical Communication (STC) Member

Compuware Technical Communicator Users Group Member

Honors Awards: Society for Technical Communication--Certificate of Achievement

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