| |
| ♦ |
Western Michigan University - Office of Information Technology: Mobile Help Desk Coordinator |
8/2008 - Present |
| |
| ◊ |
Lead 30 person student employee workforce - managing training, scheduling, escalations and daily operations |
| ◊ |
Serves as primary contact for technical questions and IT support for students in Residence Halls |
| ◊ |
Develop, test, and document trouble-shooting techniques; supports and participates in discussion with adminstrators and staff assigned to resolve recurring problems and in setting technical standards for networks |
| ◊ |
Design, develop and manage new student assimilation for the Office of Information Technology; including oral presentations and printed material |
| ◊ |
Performs public speaking engagements on behalf of the Office of Information Technology |
|
|
|
| |
| ♦ |
AT&T - Sr. Communications Specialist (Project Manager): Web Team - Designer, Developer |
1/2006 - 6/2008 |
| |
| ◊ |
Create reliable, efficient turn-key applications that provides a simple, yet professional user interface for gathering and reporting data utilizing ColdFusion, XHTML, and JavaScript languages with SQL databasing |
| ◊ |
Lead a series of meetings with clients to identify their needs, collaborate on business requirements and provide periodic updates |
| ◊ |
High profile applications include: |
| • |
UTM: Provides VP of Customer Sales & Service ability to identify mid-day sales pacing and call handling efficiencies for Consumer Call Centers |
| • |
U-trac: Enables the company to gather proprietary customer information and sales details, ultimately providing the results used to calculate the sales team's bonus |
| • |
QuickTrack: Allows our vendors to detail their customer contacts and track their sales; approximately 20 thousand highly detailed records are input each month |
|
| ◊ |
Achievements have been recognized as industry leading products |
|
|
|
| ♦ |
AT&T - Sr. Communications Specialist (Project Manager): Technical Manager |
8/2003 - 1/2006 |
| |
| ◊ |
Certified Systems and Security Administrator for all applications and profiles for 200 employee call center |
| ◊ |
Managed all projects relating to software, hardware for Consumer Call Center including ordering, installation, upgrades, maintenance, lease roll over, and disposal |
| ◊ |
Other responsibilities included: 24x7 Call Center Support, Emergency Site Coordination, testing, training, reporting and troubleshooting |
|
|
|
| ♦ |
AT&T - Office Sales & Support Manager |
7/2002 - 8/2003 |
| |
| ◊ |
Designed and lead sales training seminars to help service representatives identify customer needs, make product recommendations, increase sales, and identify and overcome objections |
| ◊ |
Provided process support to improve legal and regulatory compliance and efficiencies |
|
|
|
| ♦ |
AT&T - Coach/Sales Manager |
7/2000 - 7/2002 |
| |
| ◊ |
Lead team of 20 |
| ◊ |
Coached to ensure individual and team success |
| ◊ |
Team achieved and maintained top status within Kalamazoo throughout 2001 |
|
|
|
| ♦ |
AT&T - Corporate Trainer/Lead Facilitator |
4/2000 - 7/2000 |
| |
| ◊ |
Certified Lead Facilitator |
| ◊ |
Trained new employees: systems, sales techniques, service requirements, and basic laws regarding telecommunications within a five-state region |
|
|
|
| ♦ |
AT&T - Customer Service/Sales Representative |
9/1997 - 4/2000 |
| |
| ◊ |
Consistently achieved +100% sales and efficiency targets |
|
|
|
|