Quality First, Always

Project consisted of replacement of existing 12” mainline pipe with 24". Our team coordinated with customer operations, construction contractor and ACM mitigation contractor for safe and compliant extraction of existing mainline pipe and station infrastructure while installing new pipe and station infrastructure. Duties included efficiently and expeditiously performing a wide range of tasks, such as:• Onboarding/Exits of all Inspection team members• Processing of weekly timesheets for Inspection team• Attending meetings between all parties, maintaining/communicating notes and action items• Reviewing, scanning and filing of all Daily reports for Inspection Team• Maintaining and distributing contact lists, manuals and supporting documentation for team• Assisting Office Manager, Team Leads, Assistant Chief and Chief in daily operations, as well as all final project turnover documentation• Drafting/editing correspondence, processing mail, scanning/filing/distributing incoming paperwork• Assisting Office Manager with monitoring/maintaining all inventory/supplies required by team• Extensive interaction with Chiefs and Inspectors while maintaining a high degree of confidentiality and discretion• Problem solving, follow-up, exercising good judgment and anticipating the team’s needs• Managing and handling additional issues/needs as they presented themselves

Participated in the development of the training and user engagement strategy for the development alumni system. Scheduled and managed training sessions required to educate over 660 users of the system. Established, managed and staffed the helpdesk. Managed the portal website, updating and maintaining content integrity as needed. • Administered user accounts in Davie across multiple network environments• Served as a member of the leadership team for Davie, attending all meetings and user group sessions, acting as a liaison for departments across campus• Maintained sufficient skill and knowledge to be able to substitute teach for any subject matter expert if the need arose; taught four courses regularly• Established and managed Davie Helpdesk, utilizing part-time, student and training team resources• Implemented ticketing software (iSupport) for helpdesk use. In conjunction with IS staff, developed manual and policies for use of ticketing software, FAQs and Knowledgebase entries

Support systems and users as former Connexion Technologies customers and employees are transitioned to other entities. • Administered groups and users (Enlighten, SharePoint, Active Directory, MS Exchange), designing and modifying user privileges to provide the appropriate level of access based on their role/function• Provided general user support for systems• Created new customer/vendor sub-sites as needed

Monitor the progress of projects across all phases of the Software Development Life Cycle (SDLC) to ensure adherence to quality standards and functional requirements. • Wrote, executed and analyzed test plans against all deliverables• Served as liaison between end users and the development team to resolve defects• Worked with internal and external users across all areas of the business to document, develop, tested and implemented application solutions that met both business process requirements and overall effectiveness/efficiency goals• Provided ongoing BA support for system and operational enhancements or issues• Reported status to executive management• Created new customer/vendor sub-sites • Administered groups and users• Worked with customer web-portal team on changes to several sites

Led a coordinated effort to gather critical information from Subject Matter Experts used to create training materials for customer facing departments.• Approved all Service Bureau Flash communications prior to release to ensure accuracy• Worked across the organization to prepare the Customer Service Department for new property launches• Acted as the primary liaison between end users, project management team, software development team, process team, product team, marketing team and training team to drive effective communication of continuously changing software and processes necessary to meet the Call Center’s ever changing needs• Coordinated and conducted ad hoc training sessions to ensure the highest level of competency throughout the Customer Service department• Work with customer web-portal team on changes to several sites

Delivered continuous process improvement while reviewing, analyzing and documenting existing (and sometimes inefficient) processes. Analyzed and documented corporate processes, recommended improvements.• Participated in User Acceptance Testing (UAT) for corporate software enhancements• Collated information and created tracking mechanism for Ops software change requests• Acted as process documenter and UAT participant on SelfCare website development team• Functioned as a liaison between end users and the software development team

Established a training program and managed a team of trainers to effectively address training needs throughout the organization according to Key Performance Indicators. • Coordinated training by external vendor partners for all departments• Created SharePoint site for coordination and dissemination of training information• Developed surveys as well as pre- and post-course evaluations to test participant knowledge and provide a feedback mechanism to upper management on the benefits of the training program

Managed documentation of all processes throughout the organization, including the incorporation of integrated processes used in working with strategic partners. • Acted as a liaison between departmental teams, internal and external• Managed creation and modification of all forms used within official processes• Created SharePoint site for corporate access to official processes and documentation• Analyzed processes to pinpoint problem areas and facilitate improvements

• Contact new clients prior to initial training to facilitate pre-onsite training process• Document new clientele processes/procedures/pricing prior to system set up (2 days on site)• Create client-specific databases to customize system between initial and subsequent visits• Train new clientele after tables have been completed and installed (3 – 5 days on site)• Prepare detailed reports for home office for each training session• Conduct phone/internet trainings when requested as part of the post-onsite training process

• Contacted new clients prior to initial training to facilitate pre-onsite training process• Trained new clientele after hardware/software installation (2 – 5 days on site)• Trained established customers 4 – 8 weeks after initial training (2 – 4 days on site)• Prepared detailed reports for home office for each training session• Conducted phone/internet trainings when requested as part of the post-onsite training process

• Coordinated layout of the business process pages on the corporate training intranet site• Facilitated the development of business processes for the Competitive Local Exchange Carrier (CLEC) and Incumbent Local Exchange Carrier (ILEC) divisions of Madison River Communications• Maintained documentation for CLEC and ILEC processes• Acted as a liaison between upper management and business process improvement teams• Coordinated training of employees on the use of applications and business processes

• Analyzed and documented current processes, recommended improvements• Conducted user acceptance testing for new Operations Support Systems (OSS) applications• Provided training to employees on the use of applications and business processes• Gathered information and conducted requirements analysis for bringing up new markets in billing systems• Acted as a liaison between end users and the OSS development group

• Managed user accounts (NT, OSS Applications, MS Exchange Server)• Troubleshot and resolved problems related to hardware, software and network connectivity• Performed site administrator duties for several web-based, third-party applications• Developed and documented IT procedures for the corporate Help Desk• Acted as third tier support for other Help Desks within the organization

• Troubleshot and resolved problems for ISP and internal customers• Created welcome packages and sent them to new ISP customers• Developed and managed ISP customer database and provided regular reports as requested to management

• Telephone operator for over 300 companies at an inbound/outbound call center providing customer support requiring order entry, technician/emergency maintenance dispatch, class registrations, real estate bookings, logistical arrangements and home health care• Setup account screens on the Telescan EarthNet computer system• Acted as Shift Leader on a rotational basis

• Managed daily operations of office • Produced daily, monthly and annual reports• Trained new employees• Tracked and ordered inventory• Filed insurance claims• Assisted with pre-exam routine• Maintained patient information in OfficeMate software• Instructed patients in selecting and caring for eyewear