Customer Service Technical

Jennifer Fanaro

484-***-**** Reading, PA ***** *********@*****.*** linkedin.com/in/jenniferfanaro

Technical Writer

Curious, concise, and deadline-conscious documentation expert with background in solutions-focused technology, creating end user documentation, and training on application use. Equally adept at human interaction and task completion. Passion for technology, customer satisfaction, and solutions. Known for strong initiative, work ethic, and attention to detail. Strengths in:

Technical Documentation: Proficient in technical writing concepts, practices, and procedures for creating, revising, updating, and maintaining technical documents. Write to required styles, standards, and guidelines. Improve legacy documentation. Handle multiple projects and tight deadlines.

Collaboration: Enthusiastic and engaged cross-functional team member successful in clear communication and attention to feedback. Build relationships with internal and external stakeholders. Patient, considerate, and cool under pressure.

Training: Develop instructional material. Provide in-person and online training on new technology and operating / business policies for end users and sales staff. Expert presentation skills.

Technical Knowledge: Transportation logistics, telecommunications systems, end user documentation in Windows environment, Windows server environment.

Tools: Microsoft Word, Excel, Visio, OneNote, SharePoint, PowerPoint, Publisher. SQL Management Studio (database).

Experience

Donegal Mutual Insurance Company, Marietta, PA 2014 – Present

Property and casualty insurance company with 1200 employees in 11 branches, $688 million annual revenue.

Network Administrator

Technical Documentation: Collected call detail records to provide managers useable data on employee phone call activity. Worked with senior and department managers to determine which of 100+ report offerings would provide best snapshot of departments, based on requirements. Maintain master technical process documentation to support troubleshooting and issue resolution.

Collaboration: Worked closely with vendor and network engineers to ensure server preparation and database sync during phone system upgrade.

Training: Provide training to end users on new technology.

Customer Service: Act as liaison between 4 contact centers and Network Services Department to ensure technology meets needs of users. Translated customer requirements and timeline of new call recording system for network architect in biweekly meetings with centers. Translated outcomes, timeline, features, and process for end users.

Project Management: Manage projects to specific deadlines. E.g. captained Call Recording Project that reduced redundancy and eliminated most failed recording attempts by refining process.

Research: Perform continuous research on new technologies and recommend changes.

DM Transportation Management Service, Boyertown, PA 2007 – 2014

Manages inbound, outbound, and drop shipment logistics for clients. 50 employees, $7 million 2014 annual revenue.

IT Systems Manager, 2010 – 2014; Contract Service Agent, 2007 – 2010

Technical Documentation: Documented technical processes specific to troubleshooting issues and end user processes. Customized documents with images to assist end users. Compiled and cataloged documents for repeated use.

Collaboration: Worked with manager on creating new transportation management software system requirements, page layout, features, and testing with light .net programming.

Training: Led online training sessions on web site functionality and shipment management system. Developed instructional material and trained users and sales staff on operating and business policies.

Technical Knowledge: Managed and supported all operations of Microsoft-based network servers. Identified, prioritized, and addressed system bugs in collaboration with programmers.

Customer Service: Served as single point of contact for corporate and remote user support. Promoted user follow-up and feedback on customer service. Assisted in rollout of new systems to users. Leveraged operational experience in understanding and resolving user issues.

UPS Supply Chain Solutions, Atlanta, GA 2001 – 2007

Transportation, customs, and logistics solutions for clients, 425,300 employees, $49.7 billion annual revenue.

Logistics Supervisor, Reading, PA

Documentation: Created narrative of customer-specific Key Performance Indicators (KPIs) weekly.

Collaboration: Assisted customer team with recommendations on initiatives.

Training: Taught end users how to use UPS World Ship program.

Customer Service: As sole point of contact for customer’s local operations, researched and analyzed industry trends and regulations to maintain comprehensive service. Managed all local carrier relations and presented effective resolution to operational, service, and account issues.

Process Improvement: Saved customer $10,000 for every $0.01 reduction in cost per gallon. Drove positive customer management change and continuous improvement by developing processes that enhanced efficiency of shipments, transportation, and warehousing operations and technology.

Early Career

Implementation Engineer; Logistics Engineer; Logistics Analyst; Penske Logistics, Green Hills, PA, 1998 – 2001

Education

Colorado Technical University, Colorado Springs, CO

Master of Science (MS), Business Management, Information Technology, 2012.

Bachelor of Science (BS), Business Management, Information Technology, 2010.

Certifications

Preparing for Cisco Certified Entry Networking Technician Certification (CCENT), 2017.

Cisco United Contact Center Express Administration, 2017.

Cisco Voice and Unified Communications Administration, 2015.

Cisco Unity Connection Administration, 2014.

Cisco Interconnecting Network Devices, 2014.

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