Cara Cunningham Email & Phone Number

Boston, MA

• Hired in May 2012. In March 2020 SurfMerchants merged with LiveShopper Sassie and I continued in my role in the Support Department.
• Respond to customer support requests for our online software via an in-house tracker system, supporting users around the world
• Troubleshoot problems and interpret a wide variety of variables, including terms used to describe problem, level of technical proficiency of the user, operating system and browser versions, and possible previous.
• Modify custom html templates and update database settings as needed
• Construct and execute queries in MYSQL to both extract and modify data as needed
• Collaborate with Project Management, Development and Quality Assurance teams to implement new features

Boston, MA

• Respond to customer support requests for our online software via an in-house tracker system, supporting users around the world
• Troubleshoot problems and interpret a wide variety of variables, including terms used to describe problem, level of technical proficiency of the user, operating system and browser versions, and possible previous.
• Modify custom html templates and update database settings as needed
• Construct and execute queries in MYSQL to both extract and modify data as needed
• Collaborate with Project Management, Development and Quality Assurance teams to implement new features
• Perform testing for a variety of minor customizations to process, score, and display data to clients

Boston, MA

• Provided first tier support for project management database software users via phone, email, GoToMeeting, and in person.
• Guided resident engineers to identify issues with connectivity, operating system, Citrix ICA client, or user profile and then worked to troubleshoot, isolate, pinpoint, and report issues.
• Documented database workings and procedures and updated knowledge base “how-to” instructions.
• Managed, maintained, and revised database reports and mail merge templates for more efficient and effective use.

Boston, MA

• Researched market reports for new office space leases for various state agencies using a subscription-based online real estate database (CoStar).
• Communicated notices of Requests for Proposals (RFPs) to potential properties.
• Updated ad hoc reports in Excel databases with current lease inventory information.
• Designed timelines in MS Project to assist management in the scheduling and timing of multiple concurrent projects.
• Assisted in records management by maintaining accurate records, updating current archives in Access databases, and purging unnecessary items according to established protocols.

Boston, MA

• Supported management team by scheduling meetings and locations, compiling presentations for monthly staff meetings, and handling special projects as assigned.
• Oversaw day to day operations of office, including documenting office procedures, ordering and maintaining office supplies and equipment, setting up new hires, researching and working with vendors, and communicating.
• Helped manage Fonality (VOIP) telephone system and served as point-of-contact for on-site and remote access security system.

Reno, NV

• Key frontline customer service contact to exhibitors and participants, through all stages of event logistics.
• Acted as customer support liaison for online events registration and payments system, working closely with IT department to isolate, replicate, and fix issues as they would arise.
• Designed, produced, and maintained a wide spectrum of reports for a variety of exhibitor and participant conference materials and records, using Crystal Reports, Word, Excel, Access and SQL.
• Team leader in documenting business processes and procedures for ongoing implementation of new organization-wide iMIS database.
• Authored macros and edited in Visual Basic to clean up and convert ASCII codes from database exports, and set up system to share the macros with other staff as necessary.
• Managed over 130 exhibit vendors each year at 3 conferences, and established system for tracking history of participation for use in more effective marketing.