Quality Assurance Project
Resume:
ZENA
EALOVEGA
Farmington Hills, MI 48331
e-mail: **************@**.***
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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