ANN K. BURNS

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

Raleigh, NC **606

919-***-****

ac11gc@r.postjobfree.com

HIGHLIGHTS OF QUALIFICATIONS

Courses:

• SharePoint, Dreamweaver, Macromedia Contribute, HTML Levels 1,2,3; JavaScript, FrontPage, Microsoft Office; SAS Access; Media Manager Press Application; Grammar; Customer Service; Time Management; Dealing with Difficult People

Applications:

• Active Directory, Citrix, Remote Access, VPN, Service Now Ticketing Application

• Microsoft Office 365, Microsoft OWA, Microsoft Exchange

• HTML, Dreamweaver, Contribute, FrontPage, SharePoint

• PC – Windows 95/98/NT/XP/Vista/W7/W10, Internet, Microsoft Office (Word, Excel, Access, Photo Editor, Outlook, PowerPoint), Microsoft Publisher, Notepad, WordPad, TextPad, FTP software, Lotus Notes

• Scanner – Caere Applications/OmniPage Pro, Scan Manager

• Multi-line Phone System, Fax Machine

EMPLOYMENT HISTORY

December 2016 – Present Technical Analyst/Shift Lead, HCL America, Cary, NC

• Third shift team lead

• Create/manage daily team metrics and report information to upper management

• Manage web queue service tickets level 1 – 2

• Work closely with Critical Incident Team (SMO) as well as all Resolver Groups in project

• ITIL Trained

• To resolve assigned tickets within agreed SLA of ticket volume abd time

• To adhere to quality standards (voice and accent, Tech monitoring), regulatory requirements and company policies

• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time, rejected resolutions/reopen cases

• To maintain high login Efficiency for customers

• To update worklogs and follow shift/escalation process and process compliance

• Work on value adding activities such knowledge base update & self development September 2013 – December 2016 Self-employed

• Typist and editor of scientific manuscripts for journal publication March 2012 – September 2013 Technical Administrative Assistant, Alliance Behavioral Healthcare, Raleigh, NC

• Manages workflow of administrative staff

• First point of contact for technical support issues; troubleshoots issues related to equipment, phones, software, etc.

• Set up computers (hardware and software) for new employees

• Assisted in creating and maintaining databases based on client’s needs

• Building liaison for satellite office and supported the company’s Facilities Manager at Headquarters

• Manages records and reports activities involving implementation of program objectives using existing procedures or devising new methods as necessary

• Interpret and carry out established programs and department policies and procedures October 2007 – October 2010 Senior Administrative Assistant, Corporate Communications, North Carolina Biotechnology Center, RTP, NC

• Administrative duties: maintain calendars, schedule meetings, travel arrangements, expense reports, typing, filing, faxing, order supplies for department, help with special projects

• Post events on website calendar and jobs on website jobs board using HTML and/or Dreamweaver

• Help create weekly e-newsletter using Contribute and Dreamweaver, distribute weekly e-newsletter via InterAction database software and Outlook, proof technical aspects before sending, maintain subscription database via InterAction software

• Distribute press releases via CRM database, maintain media contact database via InterAction software and maintain media contact database and e-newsletter subscription database

• Webpage updates

• Responsible for tradeshow collateral

• Project coordination/support

• Support executive level staff, set-up and coordinate Advisory Board and Executive Board meetings August 2006 – June 2007 Office Administrator, Communications, NCSU, Raleigh, NC

• First point of contact for Department directing guests to the correct person or department needed

• General Administrative Duties: mail delivery, copying, filing, phone messages, typing

• Coordination of special department events and projects

• Maintained department office keys and log, ordered and maintained department supplies

• Faculty/staff, student, and customer service

October 2002 – September 2007 Administrative Technician, Crop Science, NCSU, Raleigh, NC

• Type scientific manuscripts

• Data Collection

• Research sample preparation

• Field collections and lab sample preparations

January 1987 – January 1999 SAS Institute, Cary, NC 8/96-1/99 Media Relations Assistant, Corporate Communications

• Assisted in development of internal web page for Media Relations department which enabled the department to display the press they produced for the company

• Maintained Media Relations web page

• Created Media Relations contact database using Media Manager software

• Created plan for Tracking/Reporting application and assisted in its development

• Created Corporate Philanthropy Program

• Created database for Corporate Philanthropy Program using Microsoft Access

• Maintained daily calendar for departmental executives

• Handled travel arrangements for department

• Prepared press kits for Press Tours

• Scheduled interviews and meetings

• Organized press releases and provided follow up

• Coordinated and implemented Webcasts

• Coordinated training events

7/94-8/96 Fax Operations and Development, Contracts

• Assisted in development of online fax application

• Handled all incoming and outgoing faxes for SAS Institute

• Answered telephones

8/88- 7/94 Records Center, Contracts

• Created and maintained all master files for the Contracts division at SAS Institute

• Assisted department personnel with questions/problems regarding customer contracts

• General office duties: telephones, filing, faxing, typing 1/87-8/88 Switchboard Operator, Facilities

• Answered and routed all incoming calls using a multi-line telephone system EDUCATION

Associates Degree, Computer and Information Science / Network Security, ECPI University, 2017 Diploma, Cary Senior High School, 1984

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