Resume
Education
Emory University, Atlanta GA - Web Design and Development Certification Program
Alfred University, Alfred NY – NY State College of Ceramics
Studied glaze and firing techniques under John Britt
Skills and Certifications
| Adobe CS4 Web Standard | MS Access and MySQL |
| Comp TIA A+ and Network + certified | Microsoft Certified Desktop Support Technician |
| MS Office with emphasis on Excel | Proficient in Window and Macintosh technology |
| SQL Server 2005 and Visual Web Developer | STI Certified Help Desk Professional |
Professional Experience
2008 - Present Data Analyst for Fraud and Voice Analytics, EarthLink, Inc.
Design and develop web forms to gather data about customer interactions
Create on-line audio survey
Perform in depth analysis of the results from on-line survey
Create useable operations manuals for internal tools
Database administrator for Nexidia Voice Analytics tool
Create reporting and analysis to locate various areas of opportunity for improving customer satisfaction
Build and manage queries which locate key points in voice recordings
Work with the Resolution Task Force to minimize the need for repeat customer interactions
2005 - 2008 - Data Analyst for Quality Assurance, EarthLink, Inc.
Design and develop web tools
Database development in Quick Base and MS Access
Manage multiple ad-hoc projects from inception to fruition including developing and delivering comprehensive reporting of data
Project manager for award-winning Language Verification Program to ensure adequate language skills for agents in international call center vendor sites
Worked with Nexidia to develop Accent Analyzer software
Team captain for Quality Engineering testing of SAP CRM client
Assumed lead for Proof of Concept testing of Nexidia speech analytics software
Work with vendors to ensure call capture systems work properly
2002 - 2005 - Client Support Solutions Center Analyst, EarthLink, Inc.
Team Lead for the Earthlink, Inc. Client Support Solutions Center
Assisted supervisor with daily tasks; served as acting supervisor in her absence
Automated processes to help reduce the overall volume of work performed by help desk analysts (i.e. wrote batch scripts to automate processes)
Created Client Support training manual, knowledgebase and documents
Beta-tested software clients on Windows and Macintosh
Supported Earthlink employees with technical problems, configurations, questions and upgrades for company computers and software
Worked with Network Operations Center and Global Command Center to identify network trouble in order to repair these in a timely manner
Assisted in delivering help desk performance reports
Service Level Agreement Standard Setter while assisting my team in consistently meeting/exceeding SLA of 85%
Created and implemented the “on call schedule” to ensure consistent, adequate coverage on all shifts
2000 - 2002 - Senior Tech Support Agent, EarthLink, Inc.
Assisted Earthlink customers with computer-related issues and internet connection configurations, and web site maintenance
Acted as Macintosh Operating Systems expert
Chosen as a beta tester for the Total Access 2003 software and provided input on product development and improvements
Participated in the Macintosh Forum
Member of Awards and Morale Committee
Received the following awards: Rookie of the Month, Standard of Performance and Best Kudos
Selected Accomplishments
Owner, B & B Enterprises, Unlimited
Member of Toastmasters International – Vice President of Public Relations for my club
Founder of the Atlanta chapter of Dykes on Bikes, which leads the Pride Parade in Atlanta as well as participating in many charity rides and events in the Atlanta area
Volunteer with Piedmont Park Conservancy
AIDS Walk Atlanta volunteer (Team captain for 2007 & 2008)