Danielle Chianese Email & Phone Number

Wappingers Falls, NY, US

New York, NY

• Business analysis:
• national-scale bakery’s order transaction website, with omnichannel integration with multiple companies and their systems.
• re-design and re-implementation of a full-stack SaaS music platform and API-based solution for independent music companiesCybersecurity compliance and risk management
• NIST CSF compliance management for a company providing small business loans
• NIST CSF compliance and risk management for a large school districtIT consultation:
• creation, improvement, and training of an internal customer service Jira application for a company providing small business loans.Project management:

New York, NY

• Business analysis:
• national-scale bakery’s order transaction system, with omnichannel integration with multiple companies and their systems.IT Consultation
• registration management application selection for a nonprofit fine arts camp

New York, NY

• Deployed Digital Cookie 4.0 to 68 local Girl Scout councils nationwide.
• Negotiated removal of potential $60,000 fee based on overages in consumer inquiries in annual contract for 24/7 support
• Continued customer service and consumer lead roles
• Migrated Digital Cookie from Zendesk to Salesforce Service Cloud
• Participated in effort to align and standardize all GSUSA help desk processes and procedures
• Advised on pilot with alternate software vendor for Digital Cookie, and created their customer service portal.

New York, NY

• Deployed Digital Cookie 2.0 to 57 and Digital Cookie 3.0 to 62 local Girl Scout councils nationwide to co-implement this new methodology to grow membership, increase revenue, and ultimately enhance the entrepreneurial.
• Continued customer service lead role, added consumer lead role.
• Supported full product lifecycle of Digital Cookie, encompassing everything starting from proposing and prioritizing enhancements, defining requirements, user acceptance testing, then going into production support.
• Negotiated annual contract for 24/7 support, removing line item for potential $20,000 fee based on overages in mobile app inquiries.
• Designed new customer service infrastructure utilizing two new customer service portals, Qualtrics, and the Zendesk case management system (certified Zendesk Support Administrator April 2017).
• Co-created email participation funnel to significantly increase volunteer, parent, and girl participation in Digital Cookie.

New York, NY

• Deployed Digital Cookie 2.0 by partnering with 112 local Girl Scout councils nationwide to co-implement this new methodology to grow membership, increase revenue, and ultimately enhance the entrepreneurial experience.
• Continued customer service lead role.
• Devised proactive approach to contact users en masse with solutions for their current specific need in order to reduce necessity for individual customer service inquiries.
• Enhanced customer service request forms to provide potentials solutions in order to reduce number of inquiries actually submitted.
• Led team of customer service leads to restructure and significantly expand help pages, FAQs, and overall site copy to reduce the need for customer service inquiries.
• Overhauled and refined internal, vendor, and council customer service training.

New York, NY

• Digital Cookie 1.0 revolutionized the iconic Girl Scout Cookie Program by adding a digital layer to transform the way 3.2 million girl and adult members sell nearly $800 million in cookies each year.
• Managed team of up to 15 customer support representatives
• Owned vendor relationship for 24/7 livechat support
• Created investigative pathway documentation and email response template documentation

Wappingers Falls, NY

• Created website for an apartment complex.
• Performed the data mining aspect of a doctoral thesis involving high school administration in New York state.
• Designed application to automate process of discovery of "prior art" during the patent creation or infringement assessment process.

Poughkeepsie, NY

• Time to refresh some skills and learn new ones!
• Learned Python, Visual Basic, HTML5/CSS,
• Refreshed C++, Unix/Linux

Hopewell Junction, NY

• Migrated legacy TCL code to BPELs, with a focus on common code / reusability and maintainability while still implementing new solutions. Continued the design, implementation, and maintenance of run-to-run and derived.
• Implemented statistical process control calculations which corresponded a measurement back to a particular process chamber, determining the need for a process shift or a tool shift, with a predicted $10M in increased.
• Coded a statistical process control calculation for the reactive-ion etch, isolating the contribution of the etch itself from the incoming variations. ROI estimated at $1M due to previous scrap which would have been.
• Assisted in development and implementation of a single variable test fingerprint concept for the insulators sector, enabling better chamber-to-chamber matching which saved $25K per year in reduced engineering hours..
• Trained 2 new team members, allowed for opportunities to address a request backlog while employing the influence of new ideas.

Hopewell Junction, NY

• Designed, implemented, and maintained real-time run-to-run algorithms using measurement results from upstream and downstream processes for the chemical mechanical polishing, lithography, metals, reactive ion etching.
• Designed, implemented, and maintained a real-time run-to-run application improving deposition time control in the insulator sector, resulting in cpk improvements of up to 137%.
• Designed, implemented, and maintained a real-time derived data application calculating an offset for measurement system matching (see US patent 7318206).

Poughkeepsie, NY

• Redesigned and developed the Integration Test’s 'Bookstore' web application in Java to comply with J2EE standards while working as a team with two other interns.
• Designed and developed model perspective of the new Bookstore application, effecting compliance with new J2EE standards.
• Increased function and load testing of z/OS by designing and developing a new credit card extension to the Bookstore application.
• Gained experience with WebSphere Application Developer, DB2, MQ, Java, SQL, and z/OS.
• Caused greater unit productivity by coaching other developers on test-first agile development with EasyMock and JUnit.

Poughkeepsie, NY

• Used Trimble GPS hardware in field data collection to locate meter coordinates of high-demand customers.
• Became proficient in using ArcView and RouteSmart, software programs dealing with GPS information and map-making. Created new maps of high-demand business customers for more efficient meter-reader routes.
• Used SQL in Microsoft Access to create reports corresponding business location, size, and various other data to maximize profitability.

Bachelor Of Science (B.S.), Computer Science

Activities and Societies: Honors Program, Intramural Volleyball, Archery Club

High School/Secondary Diplomas And Certificates