## BIO
SUMMARY OF QUALIFICATIONS
Proactive, detail oriented with excellent troubleshooting and analytical problem solving abilities.
Excellent communication and interpersonal skills with peers and all levels of management.
Exceptional ability to quickly master new software including supporting the system and training new users.
Expert knowledge in VB6, MS Access, MS Project, and MS Office.
EXPERIENCE
Minacs
Solutions Architect/Systems Analyst/Project Coordinator, 10/2003 - Present
Flint / Michigan
Solutions Architect for GM contact center and lead projects such as transitioning a contact centers to the GM site.
*Manage on-time Call Center transitions which include creating project plans in MS Project, attending/facilitating project meetings as requested, documenting issues and decisions.
*Suggest and implement process improvements that increase Call Center efficiency. This includes creating a Change Management System and automating processes for the center.
*Server and application support for quality monitoring system (Witness (e)Quality) including troubleshooting user and system problems.
*Responsible for developing new and maintaining existing Call Center software applications using MS Access, VBA and VB6.
*Direct and coordinate activities for Data Analysts and Technical Analyst.
CDI Corporation
Systems Analyst, 9/2000 - 12/2002
Auburn Hills / Michigan
Supported plant floor applications for the DaimlerChrysler Quality Engineers and line personnel.
*Liaison between plant personnel and third party quality software company.
*As troubleshooter, diagnosed and resolved PC software and hardware via phone, pcAnywhere, or off-site.
*Developed and improved quality SPC reporting software and the FIS plant floor application using VB 6, VBA, stored procedures, and Crystal Reports
*Created and updated software installs (MSIs) using Wise Solutions software for Windows 95, NT, XP, and 2000.
*Wrote and modified UNIX scripts and cron jobs.
*Created test plans and performed tests for internal and third party software to meet corporate PC setups.
*Developed user documentation and provided training for software users.
*Maintained team web site with MS FrontPage, HTML and Adobe Photoshop.
EDS
Information Analyst, 9/1999 - 9/2000
Troy / Michigan
Analyzed business needs and developed software for document management accounts.
*Analyzed and produced business solutions for State of Michigan Unclaimed Properties.
*Provided weekly status reports for upper management summarizing progress of projects.
*Designed and developed applications using VB 5 and 6, Sybase, SQL, Visual Source Safe, MS Excel, MS Access, MS Word, UNIX scripts, and Documentum DocBasic for GM accident reports.
*Maintained, updated and improved UNIX scripts for a high volume scanning process for GM records.
*Suggested and implemented process improvements for the Y2K Call Center document reporting procedures from manual to automated with MS Excel, MS Word and MS Access.
Project Planner, 3/1998 - 9/1999
Flint / Michigan
Project planner to four teams (totaling about 80 people) responsible for creating GM car service manuals. Daily activities included estimating time to completion, scheduling and leveling resources, and assessing progress and risks.
*Suggested and restructured the project planning team's methods and tools that streamlined the processes which increased workflow performance.
-Redefined the work breakdown structure.
-Improved the estimating tools.
-Created new automated analyzing and statistical reports with MS Excel, ABT Project Workbench and MS Project.
*Participated in the interviewing process for prospective employees.
*Created ISO 9000 documentation and facilitated training sessions.
Project Coordinator & Illustrator, 6/1994 - 3/1998
Troy / Michigan
Coordinated a team of about 20 people to produce the illustrations for the GM service manuals.
*Liaison between illustrators and service manual tech writers.
*Maintained UNIX workload log and maintained workload ensuring that all deadlines were met.
*Functioned as Site Administrator for the ESI Database, which included troubleshooting user problems
*Established a new project process to
-Developed the workflow.
-Created tracking logs.
-Wrote UNIX scripts to aid in the coordination tasks.
*Developed and taught classes in illustration (ESI) standards.
*Created illustrations from scratch, scanned photos, and old illustrations and checked them for accuracy before sending to the customer.
*Converted raster to vector and vector to raster with UNIX scripts and Auto-trol Quick Actions.
EDUCATION
Michigan State University, East Lansing
BA in Interdisciplinary Humanities Multi-discipline major in Graphics, Interior Design and History of Art - 12/1992
Oakland Community College, Auburn Hills
Classes in Java, Web Design, and Systems Analysis.
Baker College, Flint
Classes in Network Admin & Windows NT.
Wayne State University, Detroit
Upper level classes in Education.
## Area of Expertise
MS Access, VBA
