Information Technology

CAREER OBJECTIVE

To obtain a positon in Information Technology, or in a related technical field; requiring an efficient professional that has the ability to optimize performance, and meet organizational goals.

Technical Skills

Software:

Information Management:

Network Technologies:

C++, Java, XML, PHP, HTML, MySQL Database, Access, MS Word, MS Outlook, Excel, PowerPoint Unix, Mac OS and Windows, Windows NT, Linux, Vista, Windows 7

Network & System Security, Risk Management System Monitoring

Testing, Implementation, Integration

Firewall administration,

TCP/IP, SS7 protocol stack, Networking, Biometrics, FTP, HTTP, Router, Hubs, Switches, Protocols

QUALIFIED BY

Experience in documenting and analyzing historical data to predict trends in a fast paced, dynamic environment. Ability to manage multiple projects, recognize system problems, determine violations, and maintain security controls. Extensive studies completed in Intrusion Detection Systems.

Education

North Carolina State University Raleigh, NC Present

Master of Business Administration

North Carolina Central University Durham, NC 2011

Master of Information Science

North Carolina Central University Durham, NC

Bachelor of Business Administration, Business Management, 2002

Experience

Time Warner Cable Morrisville, NC

Workforce Administrator 2011 – 2015

Responsible for forecasting and monitoring calls to increase schedule efficiency in alignment with departmental goals.

Provide productivity reports for senior level management to help support real-time staffing decisions.

Examine and follow call volume statistics in attempt to forecast the suitability and competence of the agents.

Analyze time forecasts using performance metrics, to ensure call arrival patterns and staffing needs coincide.

Ensure that strategic and tactical models have been updated with recent trends and assumption.

Affiliated Computer Services Cary, NC 2005 - 2009

Workforce Analyst

Utilized workforce management software tools such as : eWFM, CMS, MS Office, SQL, ETS, CMS, Access, and RTA.

Provided continuous reports on productivity for management to help support staffing decisions.

Monitored call volume and data statistics in efforts to predict light to heavy call volume with suggestions to improve the timeliness and efficiency of the customer care agents.

LandaCorp. Raleigh, NC 2003 - 2005

Fulfillment Coordinator

Provided assistance as needed with customer service call center functions and hosted orientations, tours and trainings for new employees.

Served as a liaison for middle to upper-level managers in efforts to increase production and efficiency with new and on-going projects.

Requisitioned additional materials, supplies and equipment; and kept an accurate account of records for incoming and outgoing orders.

Ensured accuracy and promptness of customer shipments.

Kayser-Roth Corp. Creedmoor, NC 1995 - 2003

Shipping/Receiving Manager

Recorded shipment data such as: weight, charges, space availability, damages and discrepancies for reporting and record keeping purposes.

Examined contents and compared with records, such as manifests, and invoices for orders to confirm accuracy and promptness for incoming and outgoing shipments.

Prepared documents such as work orders, bills of lading, and shipping orders to route materials.

Conferred and corresponded with company representatives to solve or rectify problems including damages, shortages, and non-conformance to specifications.

Contacted carrier representatives to make all necessary logistic arrangements and issued special instructions when needed to deliver all products and materials in an accurate and timely manner.

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