YOLANDA (YOLI) ALVAREZ LANTZ

Yuma, AZ hmcrr1@r.postjobfree.com Tel: 928-***-****

SUMMARY

Proved and honed skills in Customer Service and Business Systems Analysis. Supported analytical needs of a Service Desk and other IT departments. Demonstrated abilities in automating reporting processes utilizing SQL Server Reporting Services, Crystal XI Enterprise, and Sharepoint Services. Proved abilities to work well with own team and cross-departmental projects.

• Excel in Customer Service Skills • HP Service Desk proficient

• Exceptional one on one trainer • Proficient in Microsoft Office Products (Excel, Word, PowerPoint, Access, Sharepoint)

• Sharepoint Services and Microsoft Front Page Developer • Technical Writing

• Fluent in Spanish

PROFESSIONAL EXPERIENCE

DHL - DPWN Global Business Services, DHL Express USA. Scottsdale, AZ (1998-2009)

Deutsche Post World Net (DPWN) Global Business Services is a global shared services center and a global market leader of international express and logistics industry.

Business Systems Analyst (2007-2009)

Served as liaison for all projects and proposals to support new applications, software, and hardware initiatives.

• Created monthly & daily status reports of Service Desk call activities.

• Automated reporting services with Crystal Reports, CMS, Sharepoint Services, and Cyclone Services.

• Identified and reported patterns and trends and recommended corrective action where appropriate. i.e., not enough staff to cover anticipated high volume call days.

• Implemented, coordinated, and reported on all Service Desk User Acceptance Testing activities which resulted in increasing the quality of applications, documentation, and hardware released to our clients.

• Drafted and finalized vendor technical scripts for EasyShip and Webship shipping applications.

IS Lead/Supervisor (1998-2007)

Provide customer technical support on DHL’s proprietary hardware and software for customers utilizing EasyShip, Globaltrack, and Webship. Responsible for the day-to-day operations of the External Service Desk. Supervised between 13-26 Help Desk (HD) Representatives. Interviewed, hired, trained, and coached HD Representatives and planned for staffing needs.

• Organized HD events such as potlucks, contests, HD challenges, and other activities to help increase employee morale.

• Implemented schedules and activities that led to supporting upgrades, new applications, and hardware.

• Ensured all phases and issues of support for installations, upgrades, hardware, operating systems and configuration were coordinated, monitored, tracked and resolved with customers and vendors.

• Identified, prioritized and confirmed resolution of reported application-related problems to appropriate workgroup(s).

• Participated with upper management in establishing department goals and the creation of standard operating procedures and performance standards.

• Assisted in various projects to include re-writing scripts for outsourced vendor’s technical professionals and for software customizations and hardware evaluations.

• Received numerous awards on Exceptional Customer service as well as Employee of the Quarter.

MicroAge, Tempe, AZ (1997-1998)

Provide cost-effective technology solutions for clients.

Associate/Computer Technician

Provided customer assistance and technical support to UPS customers and staff on Maxiship, Teleship, Online Professional, Online Office, Supply Ordering, Tracking Software, and supporting hardware.

• Awarded recognition awards for exceptional customer service.

• Promoted to Second level support after six months as an associate.

• Assisted other associates with Spanish-Speaking Clients.

Scott & White Hospital (1993-1997)

The largest multi-specialty practice in Texas, with more than 500 physicians who care for patients .

Research & Education Data Manager/Senior Cancer Team Secretary

Screened women for Breast Cancer Prevention Trial (BCPT) eligibility and coordinated all medical appointments for participants.

• Managed study’s database and day-to-day office operations and provided administrative support to the Cancer Center Medical teams and the Cancer Center managers.

• Compiled statistical reports with MS Access for principal investigators and tracked billing charges.

• Coordinated annual luncheons and special events for participants and staff.

• Approved payroll for Cancer Center employees and supervised teen students, receptionist and research secretary.

KNCT-TV, Killeen TX (1988-1993)

A non-commercial educational full power digital public television station which broadcasts PBS programming on channel 46-1 to Central Texas Community.

Membership/Publications Associate

Managed membership database for both KNCT and KCTF Public Television stations.

• Produced KNCT’s program guide.

• Responsible for recruiting volunteers for the station’s fund-raising activities.

• Acted as Floor Producer for On-Air fundraisers.

• Assisted in planning and producing all fund-raising activities to include direct mail campaigns, telemarketing, matching grants, and on-air productions.

EDUCATION

University of Phoenix, AZ - Completed 95 credit hours towards a Bachelor in Information Technology.

MILITARY SERVICE

US Army – 91B – Combat Medical Specialist

Contact this candidate