• Responsibilities include but not limited to receiving incoming calls as an Aspect Call Center System Level 1.

• Customer account administration through Cable Data Call Center Technologies Integration.

• Customer contact reporting through Remedy Call Center Product for customer resolutions.

• Database and Reports knowledge and development experience.

• Responsibilities include but not limited to managing a team of 5-15 members per shift.

• Organize and delegate job responsibilities of team members.

• Interface with customers to provide outstanding customer service.

• Collect, record, manage sales during a shift.

• Handle the banking of net sales received.

• Prepare and distribute food to customers.

• Operate cash register. Maintain proper food quality.

• Responsible for providing telephone and hands-on support to PC and Mac users on Windows 95/98 and Mac OS 9.0 operating systems.

• Assisting users remotely through Timbuktu Pro, within and outside of the Michigan area, with problems relating to the system and software.

• Assigning access rights for new employees through Novell Netware.

• Coordinating employee access rights and desktop support in CCMail, Microsoft Networking, UNIX, Citrix, Microsoft Office, and Netscape applications.

• Instrumental in the successful installation and launch of Bottomline, PayBase32, Essbase, PeopleSoft, and Lawson systems for the accounting and finance departments.

• Research and testing of new Microsoft Office 97/2001 techniques.

• Installing and updating software.

• Troubleshooting hardware, software, and printer problems to provide support for end-users.

• Installing network cards, scanner boards, and other hardware.

• Reconfiguring computers to alleviate system conflicts for new and existing employees.

• Developing web pages for training classes.

• Providing training sessions for 5 or more employees in using Netscape Messenger.

• Developing documentation for support analyst responsibilities, including checklists and tips.

• Project lead on various assignments.

• Responsible for accurately keying original material, corrections, proofreading, providing assistance to editors, formatting, and designing training material.

• Serve as project leader for large and small projects, coordinating the work of a project team and effectively communicating with the customer.

• Responsible for system administration, software installation, and troubleshooting software and hardware problems.

• Instrumental in the coordination for the transition from the Macintosh environment to the Windows 3.11 for Workgroups environment.

• Ensured all machines were installed with the proper software, hardware, and network connectivity.

• Developed procedures for using the Compaq machines under the Windows framework.

• Tested and researched Windows 95 and FrameMaker 5 for Southfield Publishing.

• Served a temporary assignment with Southfield Infrastructure Support team providing hardware and software support to Technical Development employees.

• Prepared and delivered training to Southfield Publishing team members on Microsoft Word 5.1 for the Macintosh.

• Sharing new techniques and processes for several Macintosh applications.

• Developed procedures to document the use of Southfield Publishing's fileserver.

• Instrumental in the beta testing of various software packages.

• Special project in conjunction with Southfield Board of Education and EDS to provide training classes to high school teachers in the district.

• Researched, prepared, and delivered two overview training sessions in MS Word 6.0 and the Internet for 25 participants.

• Project leader for the development of Southfield Publishing's Intranet home page.

• Working with Microsoft Windows 95 and Microsoft Office 95 products.

University of Phoenix/Michigan Campus, Bachelor of Science degree in Information Systems. June 2001 Graduate

Campbell-Ewald, New Horizon’s Training Centers, Intermediate HTML, Beginning and Intermediate PhotoShop (Mac), Beginning and Intermediate QuarkXpress 4.1 (Mac), Supporting Windows 98, Acrobat 4.0

EDS Corporation, Introduction to Symphony, Introduction to Leadership, Travel Coordinator's Seminar, Interviewing Skills Seminar, Everybody Sells, Effective Business Writing, Problem Solving, Career Management Workshop, Team Building, SLC Overview, Mind Matters, Client/Server Introduction, Leaders Workout, Beginning HTML

Inacomp Computer Education Centers, Certificates for Advanced Computer Training in DOS, WordPerfect, Lotus 1-2-3, and D-Base III Plus

Michigan Para-Professional Training Institute, Graduated, Medical Word Processing/Receptionist, Grade Point Average 3.65

Provide design and publishing services for souvenir journals, bulletins, calendars, auxiliary membership rosters, flyers, posters, consultation and recommendations of procedures for Fellowship Chapel.

Designed, setup, and developed the website for Diversified Youth Services, which can be found at http://www.dysinc.com.