Management Customer

DANAE BRIGHT

Raleigh, North Carolina ● 910-***-**** ● *********@*******.***

Innovative, goal-oriented, and self-directed Application Developer leveraging 10+ years’ excellence in form design and development and experience with a Master’s Degree in Instructional Technology. Technical leader with expertise in analyzing business requirements and transforming them into technical solutions; demonstrate track record of key contributions throughout the software development lifecycle, containing requirements gathering and analysis, technical and functional specifications, user interface design, back-end and front-end programming, JavaScript and Web Services. Proven aptitude of working in fast-paced, deadline-oriented environments; exceptional analytical and troubleshooting expertise used to resolve issues efficiently.

KEY STRENGTHS

Adobe LiveCycle Designer ● IBM Forms Experience Builder ● Adobe Creative Suite (Photoshop, InDesign, Flash)

IBM Lotus Forms Designer Microsoft Outlook Forms Designer ● PureEdge Forms Designer ● Forms Conversion

Instructional Design /Training ● Section 508 Compliance ● Data Requirements Analysis ● SDLC ●SharePoint ● Visio

Microsoft Office: Word(Advanced) PowerPoint (Expert), Excel (intermediate) Access (intermediate), Outlook (Adv)

PROFESSIONAL EXPERIENCE

Prolifics, New York, NY, 2012-2015

Consultant

Business Analyst /form Developer

IBM Forms Designer and developer (e-forms). Created and converted original forms from varying formats to XFDL format. Developed IBM Forms Experience Builder applications as an enhancement for the existing ticketing application comprised dynamic data collection and workflow interfacing between new and legacy systems. Collected statistical pricing data and delivered auto generated graphically pleasing customer proposals; created IBM Forms applications for automatic business development as well as DB2 database for customer information. Collaborated with IBM Corp. as Subject Matter Expert, in the creations of IBM Certification Exams.

Key Duties:

Creating dynamic electronic form application solutions in compliance with 508 of the rehabilitation act

Conduct pedagogical design, and development of training information - IBM Forms

Document data requirements, constraints, and Business Rules from stakeholders

Develop Usecases: process flows, subflows, wireframes (IBM Rationale)

Conducted quality reviews of the form applications during and after development

Conduct User testing remediation via HP Quality Center

Incorporating JavaScript, CSS, HTML, and WebServices (Oracle, DB2) in Forms Experience Builder Applications

Conduct product enablement, employing VMWare for training

Drected quality reviews and troubleshooting and problem solving of the form applications.

Designed elements and constructed printed forms that followed established and formal standards for design.

Eibot- Womack Army Medical Center, Fort Bragg, NC US, 2006-2012

Forms Specialist/Form Management Officer

DoD 8570.01-M Tech level II

As subject matter experts created and converted medical and administrative forms in accordance with Army Regulations and MEDCOM guidelines a healthcare environment to include workflows and data retreival . Responsible for performing data analysis along with troubleshooting and problem solving. Preserved forms control registers to reflect actions taken on all local forms comprising at numerical and functional file system and a history file for each agency form. Designed dynamic elements for electronic forms (e-forms) and constructed of static forms that followed formal standards; offered resolution decisions with adequate rationale to higher echelons (doctors, nurses, hospital management, Medical Command etc.) the position taken, and presented information on regulations, policy and design matters. Designed and conducted Employee form use instruction and enablement. IBM Forms, FormFlow, PureEdge Adobe LiveCycle. InfoPath

Key Duties:

Assured the policy interpretations used correctly to resolve forms and publications inquiries, problems and conflicts.

Tracked set plans, interpreted regulations, policies or procedures; justified and documented exceptions thoroughly.

Analysis of data in forms including the need for combining information contained in two or more forms.

Exercised tact and sound judgment; persuaded proponents that proposed improvements and beneficial plans.

Developed automated web-based training materials and instructor led training to instructed WAMC personal. analyze assessments for potential improvement

Cingular Wireless, Fayetteville, NC US, 2002-2006

Reports Analyst

Developed WorkForce management personnel trainings, procedures, and courses, productivity, performance reports learning objectives, handouts and exercises, and prepared production reports as requested. Scheduled leave and offline timekeeping; cooperated with call center Supervisors, Area Managers, Directors and Regional Vice-Presidents for strategic planning in order to maintain team structure, adherence, and compliance; designed and created Microsoft Access relational database to support call center staffing desk sharing; settled performance reports, and Work Force management personnel trainings.

Key Duties:

Develop productivity and performance reports and issue analysis and assessments of Operational Statistics and Regional Metrics using IEX Totalview and Nortel Symposium, Crystal Reports, Excel and SRS workforce management Applications.

Manage daily and interval staffing to meet service level and occupancy goals

Monitor call volume and agent availability to insure proper staffing.

Develop WorkForce Management personnel Training and Procedures courses manual and class, learning objectives, handouts and exercises. Maintained a current knowledge of workforce management procedures, policies and directives.

Maintain record of work accomplishments and time expended, and prepares production reports as requested.

Monitor staffing, seating and safety. Schedule leave and offline timekeeping.

Analyze forecasting data to support proper staffing.

Meet with Call center supervisors, Area Managers, Directors and Regional Vice-Presidents for strategic planning in order to maintain team structure, adherence, and compliance.

Design and created Microsoft Access relational database to support call center staffing desk sharing.

Design and maintenance of Microsoft Outlook Forms,

Employ MS Excel, Visio, and PowerPoint to create reports, pivot tables, graphs and charts.

KMC Telecom, Fayetteville, NC US, 1999-2001

Customer Care- Provisioning-Lead

Provisioned Voice or Data circuits/Automatic Call Distribution ACD using Octel/Lucent System, consulted with client, and Telecommunications Specialist to ensure smooth migration, and customer satisfaction. Designed Interactive Voice Response system programming and checked the status or progress of work. Produced written instructions or reference materials, and appraised completed work to comprehend the instructions on work sequence, procedures, methods, and deadlines.

Key Duties:

Provision Voice and Data circuits including; ISDN UNE, T1,DS1, DS0, ISDN, and PRI. Provisioned Automatic Call Distribution ACD using Octel/Lucent System.

Consultations with client, sales and telecommunications specialist to ensure smooth migrations, provisioning, training and customer satisfaction.

Design Interactive Voice Response (IVR) system programming.

Distribute and balance the workload among subordinate Customer Care Agents to ensure timely accomplishment of the assigned workload.

Monitor the status and progress of work and makes day-to-day adjustments in accordance with established policy.

Maintain records of work accomplishments and time expended.

Review completed work to see that instruction on work sequence, procedures, methods, and deadlines were met.

Instruct employees in tasks, job techniques and create written instructions and reference materials.

Conduct job training for new employees in accordance with established procedures and practices.

Intervene in employee complaints and report to City Director on performance, progress, and training needs of the Customer Care Agents.

Analyze call data and create reports graphs and PowerPoint presentations.

Created customer tracking reports and repair databases.

Developed Welcome letters, product introduction letters, and customer newsletter.

Fayetteville State University, Fayetteville, NC US, 1998-1999

Program Coordinator

Synchronized job fairs or employee contact learners and sustained hardware procurement of software and hardware for departmental computers. Generated brochures, newsletters and courses geared to the target audience that included student.

Key Duties:

Coordinate Job Fairs and Employee contact for University Students.

Created brochures, newsletters, posters and flyers in support of student employment program goals.

Design employment preparation courses geared to the target audience.

Metroplex Hospital, Killeen, TX US, 1995-1996

Administrative Assistant

Operated as a Secretary to the Chef of Quality Management and Editor of the JCAHO compliance newsletter; adept in most Microsoft Windows based software applications comprising MS Office Suite.

Key Duties:

Secretary to the Chef of Quality Management

Created, updated and maintained Internal forms and MS Access Databases.

Developed presentations, graphs and tables; Editor of the JCAHO compliance newsletter.

Trained nurses on the use of MS Windows 3.11 and 95 and MS DOS based Health program.

Proficient in most Microsoft Windows based software applications including MS Office Suite.

CAREER NOTE

Department of Defense 23rd Engineer Battalion Command, HANAU, Germany, 1991

Clerk Typist, 323

Army Community Services, Hanau, Germany, 1991

Clerk-Typist

EDUCATION

East Carolina University

Bachelor, Business Education, Information Technologies, 2010

East Carolina University

Master, Instructional Technology, 2013

CERTIFICATIONS

Security plus Certification 2009

C2210-429 IBM Forms Experience Builder 8.5 Solution Development

C2210-427 IBM Certified Associate - Digital Experience 8.5

LOT-403 IBM Forms 8.0 - Form Design and Development

000-581 IBM FileNet Content Manager V5.1

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