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 customization of their system• 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• Assist in responding to urgent client support requests, writing and maintaining internal and external system documentation, and representing support department to company management team• Troubleshoot, reproduce, and file bugs reported by clients• Mentor and help train new support team members

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 customization of their system• 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• Assist in managing department team meetings, responding to urgent client support requests and representing support department to company management team• Troubleshoot, reproduce, and file bugs reported by clients• Mentor and help train new support team members

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 with building management on issues as needed.• 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.• Managed and maintained conference registration database of 4000+ records, including event and social activity registrations and all corresponding financial records.• Initiated and implemented advanced Word merge functionality using nested IF statements, and third-party add-in, increasing staff efficiency and improving the clarity, thoroughness, and effectiveness of materials.• Worked closely with developer of merge add-in to troubleshoot and refine the code to allow those without administrator rights to use the new functionality.• Hand-picked by IT department as one of a select group of colleagues to evaluate, test, and critique new projects before unveiling them to all staff, including the time sheet system and the work request system.