Former IS0:9000 Quality Management Rep for 3 Verizon Business Centers
Resume:
MARY PYLE
Sweet Home, OR **386
A highly talented technical support professional/training coordinator with seasoned corporate computer processing and technical support services experience. Unique background including project management, training, technical support and application development. Ability to deliver comprehensive and effective training programs to thousands of users across multiple service centers. Trusted as the ISO 9000 representative, earning a prestigious award from the CEO. Flexible, dedicated, trusted and organized.
CORE COMPETENCIES
* Customer Service ISO 9000 Quality Management Training/Development
* Project Management Workflow Enhancement Technical Support
* Relationship Building Process/Procedure Improvement Internal Audits
EMPLOYMENT BACKGROUND
VERIZON BUSINESS - SAN FRANCISCO, CA 1994 - 2009
Verizon has over 30,000 employees with 321 offices in 75 countries. The company offers advanced IP communications and information technology products and services including managed services, security, mobility, collaboration and professional services.
Sr. Technical Trainer 2001 - 2009
Project Manager / Implementation Engineer 1994 - 2001
* Effectively developed new hire training program for sales and implementation teams, which included a four part series for account teams in the field selling and supporting Toll Free Contact Center Solutions.
* Tasked by Director as the ISO 9000 Quality Management Representative for three application service centers, additionally conducted ISO Quality System Review meetings with the management team and internal auditors.
* Through efforts ensured ISO certification for centers, partnered with internal auditors and management team to maintain certifications, ensured that the quality management system was exceeding industry standards.
* Awarded Circle of Excellence Award from MCI’s CEO regarding the design and implementation of a regarded telecom workflow management training program that was successfully delivered to 2,000+ employees.
* Launched an East Coast Application Service Center, provided classroom training/mentoring for engineers and developers.
* Created online training libraries and an easy to use SharePoint site for sales team members to easily access information.
* Valued member of the project management team supporting key customer accounts to ensure customer satisfaction.
* Programmed enhanced call routing applications on a GUI (Graphic User Interface) tool.
CHEVRON CORPORATION /CHEVRON CHEMICAL COMPANY - SAN RAMON, CA 1984 - 1994
Chevron is engaged in every aspect of the oil and gas industry, including exploration, production, refining, marketing and transport.
Systems Analyst 1988 - 1994
* Carefully analyzed, developed, and implemented JCL enhancements which automated the submission of plant payroll information, reducing operator error by 80% and improving processing efficiency.
* Analyzed, tested, and enhanced over 15 “Final Automation Projects” saving 300+ hours of programming charges and reducing staffing by 70%. Consistently exceeded project deadlines and delivered high quality assignments.
* Competently worked as a database administrator for an Automatic Report Distribution System, which supported 2,000 users.
* Researched, designed and launched multiple process and procedure improvements, resulted in saving $5K/month.
Computer Operator 1984 - 1988
* Skillfully managed, trained, directed 15 team members (computer operators / technicians), including performance planning.
* Redesigned the Transitional Data Center, merged Gulf Oil Tape Library with Chevron’s data center, which resulted in a reduction of storage costs and assisted with the corporate merge.
CORE TECHNICAL/COMPUTER SKILLS
> Environment: MS Windows, AS/400, MVS/XA, VM/CMS, JES2, TSO/ISPF, Laptop, VPN, Programming GUI, Template Editor, Web Center Admin, and Main Frame Systems – NetCap, NSAP
> Software: PowerPoint, Outlook, Word, Excel, MS Live Meeting, JCL, ICT, Work Flow System, Website Updates, Visio
EDUCATION
Ohlone College, Fremont, CA
St Mary's College, Moraga, CA
University of CA, Berkeley, CA
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