Quality Control Manager

Shirley M. Green

P.O. Box ******, Arvada, CO. *0006-5845

303-***-**** (cell) or 303-***-**** (landline) ********@*****.***

Profile: Highly effective professional with expertise in management and mid-range data center operations. Core competencies in backup and recovery. Diverse experience in software and hardware information applications, data entry. Highly effective in relationship building. Adept at improving efficiencies, managing resources, and executing processes within Private Enterprise, Government and Public companies. Trusted agent accessing sensitive privacy-act databases including but not limited to CCIC and NCIC.

Communications industry

More than 25 years experience in responsible positions, including Information Developer/Process Analyst, IT Specialist, and Automated Backup/RecoveryProven history in effective communications with a wide variety of personalitiesExperienced in Mid-range Data Center Operations and Backup/RecoveryExcellent computer operation skills sets, including networking and problem solving with solution focused resultsStrong verbal and written communication skills; able to translate complex information into user-friendly instruction and documentationCertified CCIC/NCIC

Areas of Effectiveness

Process/Procedure WritingInformation Management

Professional Highlights

COMMUNICATION / CUSTOMER SERVICEEqually effective with customer services/relationship building as well as computer technology Exceptional technical support specialistTalent for communicating and gentle persuasion with elderly populationStrengths in attention to detail and documentation (date entry) skillsStrong problem solving, trouble-shooting, and solution-focused resultsDemonstrated ability to work with diverse background of customers and colleaguesProven history of excellent customer experience satisfaction

COMPUTER / PROJECT MANAGEMENTCreative in designing and developing information solutionsExcel at telecommunications (ex. Telephone) troubleshootingStrong sense of organizing data and coordinating informationConsistently sensitive about notifying upper management about appropriate activitiesProvide detailed and thorough notes/documentation for project team members

via MS Word notes submitted to team members

Professional Experience

Data Specialist

State of Colorado, Department Revenue, Division of Motor Vehicle 2009-current

Provide assistance to Law Enforcement community by interpreting motor vehicle records, vehicle registration information, verify driving status, restraint actions, and any other question, concern or conflict between drivers and Law Enforcement computer records. In addition perform alpha searches, turn in corrections for DOR files on CCIC files and perform criminal history inquiries for investigative purposes. Trusted agent accessing sensitive privacy-act databases on daily basis.

Service Desk Specialist

Acxiom Corporation, Colorado 2007–2009

Gather, analyze, prioritize and resolve hardware, software and network issues. Update users on progress. Trusted agent accessing sensitive privacy-act databases on daily basis. Utilized password protected Excel and MS Word daily. Troubleshot directly with client and Tier 2 support. Utilized REMEDY ticketing system.

Call Center Specialist

Jefferson County Government-Human Services, Colorado 2005–2007

Assess, condense and redirect incoming calls for Program Specialists. Created resources guide in Excel format; which was placed on share drive to be utilized by anyone in the Human Services/Medicaid-Food Stamp division.

Exhibitor Services Coordinator

GES Exposition Services, Las Vegas, NV 2005–2007

Liaison between GES National ServiCenter and individual city operations, including strong written and verbal skills. Analyzed clients needs for convention booth setup.

Merchandising and Front Desk Clerk

Walt Disney World, Florida 2004

Assisted Guests, answered questions about Disney property, surrounding areas and what they needed to do for hurricane preparedness.

Other Career History

Information Developer/Process Analyst

Qwest Communications Inc./US West/Mountain Bell

Design/ development of information solutions to improve efficiency and effectiveness. Coordinate and execute internal process improvement, quality control and resource management tasks.

IT Specialist (Data Center), Midrange Operations Analyst/Installation Manager

Work closely with Project Managers, Communication Consultants, Hardware Planners, Environmental Personnel, Vendors and outside clients. Member Technical Support/ADMAS. Administer automated backup and recovery. Troubleshot daily as Tier 1 Tech support (access to systems, maneuver within system to retrieve needed data) Escalated to Tier 2 Tech support, and worked with Tier 2 directly.

Police Communication Specialist, City of Lakewood, CO

Handle initial calls, assess problem and relay information to appropriate source as lead dispatcher.

Professional Training

Numerous Unix, Data Storage courses all as in-service training, CCIC, NCIC

Computer Skills

Microsoft Office Suite (Word, Excel, Power Point, Publisher) Unix, Visio

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