15143 Sunset Drive • Dolton, Illinois 60419 Home: 708.841.4582 • Email:

PROFESSIONAL PROFILE My background includes extensive experience in the following areas: Executive Assistant, Telecommunications Administrator, Project Management, Customer Service, Network Specialist (Help Desk), System Administration, End User Training, Desktop Publishing and Executive Administrator to a CFO, Vice President and IT Director. I hold an Associates Degree in Computer Science and Certificates in Telecommunications. EXPERIENCE University of Chicago Medical Center, 5841 So. Maryland, Chicago, IL 60637 Administrative Assistant, IV


Coordinated meetings and scheduled conference rooms using an on-line calendar system; arranged hotel and airline reservations and local travel plans. Coordinated collection and preparation of operating reports, such as time-and-attendance records, terminations, new hires, transfers, budget expenditures, and statistical records. Identified priorities; recognized and resolved or referred problems. Performed administrative and management support activities; assisted in the development and coordination of the department budget, purchase orders, personnel transaction forms. Communicated effectively both orally and in writing. Used a range of position-related software applications. Assisted in preparation of budget needs and annual reports of organization. Directed services, such as maintenance, repair, supplies, mail, and files. Compiled, stored, and retrieved management data, using various software applications. Managed interpersonal relationships and interacted/communicated with clarity, tact and courtesy with patrons, patients, staff, faculty, students and others. 2004-2005 CCH, Inc. 4025 W. Peterson – Chicago, IL 60646 Call Center Support Specialist

Managed and maintained Aspect Workforce Management System. Prepared business cases and presented to management. Developed user acceptance test criteria. Deployed new applications to adhere to business rules. Overall coordination of project plans and tasks. Diplomatically resolved complex call flow issues. Coordinated system troubleshooting efforts as needed to resolution. Analyzed procedures to effectively introduce process improvements when necessary. Worked closely with Managers to meet aggressive performance targets, monitored real-time performance, and provided analysis of key performance data. Managed multiple workloads and prioritized responsibilities to meet various timeframes. Assumed special projects as requested by management. Updated historical data for accuracy in forecasting. Maintained accurate records and process changes. Created and edited Call Control Tables (CCTs) to route and prioritize incoming calls, manage and launch outgoing calls, and manage resources. Served as central resource for procedural questions from all staff. Monitored real time call center performance and made real time decisions to minimize hold times by routing calls on hold based on individual associate skill level, work load, call type and call volume. Determined call routing preferences based on order of call importance, individual associate skill level and call volumes. Using the Symon Enterprise Server Administrator set up and defined LED display units and panels, and other output devices. Using Symon Composer created published messages using a combination of text, message attributes, Symon Enterprise Server variables, published fields, and calculated fields. Using eQuality Balance (Witness Systems) recorded customer contacts from interaction entry through call resolution. Performed random monitoring and monitoring in free-seating environments. Responsible for equipment setup and installation of all new call center employees.

McCain Foods - 2905 Butterfield Rd. - Oak Brook, IL 60523-1102 Voice Communications Administrator Implemented and maintained Lucent Definity G3si PBX, Intuity Audix voicemail software, and Call Accounting system for corporate location. Performed all A(add)M(move)C(change)D(delete) functions. Analyzed through diagnostics, problem areas in telephone system and took appropriate action. Monitored the business environment and assessed technological trends and advancements to determine the feasibility of integrating new technology into existing corporate infrastructure. Analyzed system results to create lowest possible cost management. Produced regular, timely and accurate narrative and financial reports including switching systems, voicemail, VPN, cellular, and paging equipment. Supervised the installation, analysis, configuration and repair of primary voice communications. Ensured that vendors/suppliers complied with corporate technical standards and guidelines in the provision of new technologies, products and services. Maintained working relationship with external telecommunications vendors and service providers. Coordinated with the network manager, and executive committee as required. Monitored telecommunications budget. Processed billing for all voice communications globally, including cellular, VPN, calling cards and telecommuters. Provided technical advice to end-users. Assisted 13 U.S. locations with problems related to voice/data communications. Created appropriate and accessible procedures, operating and training manuals. Maintained and monitored all video-conferencing equipment. Accomplished a 33% reduction in telecommunication expenses. Managed the Y2K upgrade and installation of telecommunications equipment for 13 U.S. locations. Centralized wireless communications accounts for 200+ employees located throughout the U.S. Implemented and maintained E911 database. Network Specialist Technical support position. Assisted with installation, troubleshooting, configuration and repair of network communications equipment, i.e. PC’s, printers and other peripherals. Worked with clients as field and help desk technician. Provided technical advice to end-users. Assisted in the installation and upgrade of 300+ computers for Y2K. Created and maintained Y2K equipment/software database. Assisted IT Director in maintaining Y2K budget. Executive Assistant Supported both Director and Vice President of IT. Coordinated travel arrangements, meeting planning, on-site, telephone and videoconferences and executive scheduling. Prepared reports/documents and maintained files. Wrote professional memos and prepared Powerpoint presentations. Worked independently to handle multiple tasks. Interacted with all levels of management. Coordinated off-site events for department. 1978-1996 R. R. Donnelley & Sons – 7501 Quincy - Willowbrook, IL 60654 Layout Artist

Provided input on database creation, alteration and extraction procedures. Analyzed client copy and performed data entry into appropriate electronic medium. Created templates and tags. Established layout/style specifications. Manipulated and converted images. Proofread documents for style, grammar, accuracy and quality. Tested and provided documentation for database applications/training materials. Coordinated workflow between team members. Trained team members and freelance help. Trained customers on the use of DES (Donnelley Editing System). EDUCATION A.S.; South Suburban College, South Holland, IL

CERTIFICATIONS Global Knowledge Telecommunications Fundamentals I Telecommunications Fundamentals II Converging Voice and Data Network Lucent Technologies Definity Administrative Training Intuity Messaging Solutions Operating System Experience Windows 3.1, 95, 98, NT, XP, 2000 MAC “Intermediate” Software Experience Office Suite (Word, Excel, Powerpoint, Access, Front Page, Outlook) PhotoShop Xyvision PageMaker Lotus Notes Quark Express FrameMaker Quick Books Visio Oracle