640Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Description, Skills & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download
Operating
Systems/Platforms/Networking
Programming
Languages
Software
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GRACY Findon
309
Kerr Parkway #029
Lake
Oswego, OR 97001
Phone: (617) 895-1230
Email: gracy@gmail.com
Objective
To perform
business analyst, knowledge management, training, QA, and web support
activities for a thriving, agile team
Professional Summary
·
Creative, accomplished web support
specialist & project manager with an effective balance of technical &
business skills
·
Experienced as a leader in developing
knowledge management processes & applications from concept to deployment
·
Able to drive multiple projects
simultaneously while working efficiently at the most detailed level
·
Exceptional analytic thinker
with a methodical, detailed, and rigorous approach to problem solving
·
Engaging, articulate trainer of
internal staff & external customers and designer of training &
technical support materials
·
Proven ability to collaborate
effectively with clients and staff, both technical and non-technical
Skills
& Technologies
Operating
Systems/Platforms/Networking
Windows 7/Vista/XP/2000/9x, 2003/2000/NT
Server, IIS, UNIX (Linux, Solaris), Networking, Mac, FTP
Programming
Languages
HTML, DHTML, CSS, JavaScript, ASP, VB, XML,
SQL, CGI
Software
Office: Office (Outlook / Exchange, Excel, Word, PowerPoint), SharePoint, Project,
Visio, Acrobat, web browsers
Web & Graphics: Adobe CS3, Macromedia Studio MX, FrontPage, GoLive, Photoshop,
Illustrator, Visual SourceSafe, SVN
eSupport/KM/CRM: ATG/Primus eServer, Kana Response, Servicesoft, Clarify, Siebel,
SAP R/3, Salesforce, Jira, Confluence
Database/Reporting: SQL, LDAP, Access, BI tools, Crystal Reports, Oracle, SAP Business
Warehouse, WebTrends, Omniture
Employment
Conversen, Inc. – Burlington ,
Massachusetts
Client
Services Engineer 2-2011 - 9-2011
·
Performed deliverability services in support of high-volume email service provider (ESP).
·
Created deliverability help desk to ensure success and reach of email
marketing programs.
·
Delivered exceptional technical
support to high-profile customers, including rotation of 24x7x365 support.
·
Developed quality assurance
test cases and discovered, documented, and tested various features & bugs.
·
Created & maintained
knowledgebase management applications and acted as webmaster of support web
site.
·
Led software upgrade of CRM and
knowledgebase systems.
Maven Networks / Yahoo! – Cambridge ,
Massachusetts
Technical
Support Engineer 9-2006 - 11-2010
·
Designed and developed all
online/in-person training programs & resources for customers & internal
staff.
·
Delivered all online/in-person
training of high-profile online video publishers such as Fox, Gannett/AP, and
CBC.
·
Developed quality assurance
test cases and discovered, documented, and tested various features & bugs.
·
Performed operational activities on complex, multi-tier online video
systems.
·
Created & maintained
knowledgebase management applications and acted as webmaster of support web
site.
·
Promoted to lead support
engineer and acted as extended member of engineering & quality assurance
teams.
·
Delivered 24x7x365 support and helped
plan support level offerings to create a strong profit center.
·
Assisted marketing & web site
teams by performing site updates and troubleshooting.
RSA Security, Inc. – Bedford ,
Massachusetts
Knowledge
Engineer II 6-2002 - 9-2006
Gracy
Findon Phone:
(617) 895-9876
Employment,
continued
·
Acted as project manager to
deliver customer support enhancements & prepare infrastructure for future
innovations.
·
Developed & maintained
knowledgebase management applications & managed content of high-volume
support web site.
·
Evaluated & selected
support technology vendors to improve staff efficiency, user experience, and
customer satisfaction.
·
Used D
L, CSS, JavaScript,
ASP, and VB to create efficient, personalized, and appealing eSupport web site.
Performed wide range of tasks spanning the development cycle including project
management, usability analysis, UI design, programming, content management,
browser compatibility & QA testing, deployment, and documentation.
·
Developed enterprise reporting
resources to measure support activity trends and discover areas of improvement.
·
Trained worldwide staff in application
usage & best practices while providing help desk & technical support.
·
Pioneered innovative process
and application enhancements that improved application usability, increased
user satisfaction, saved millions of dollars in support costs, and provided
significant competitive advantage.
Be Free, Inc. – Marlborough ,
Massachusetts
Knowledge
Engineer 10-2000 - 6-2002
·
Developed & maintained web-based
knowledge management system to provide high availability, automated support. Designed
and implemented custom knowledgebases for customers and staff. Improved efficiency of business processes and
collaboration of cross-functional project teams.
· Led and completed several technical initiatives while performing a wide
range of tasks spanning the development cycle including project management,
usability analysis, UI design, programming, content management, browser
compatibility & quality assurance testing, deployment, and documentation.
·
Used DHTML, CSS, JavaScript,
ASP, and VB to develop & maintain web support application infrastructure.
Integrated knowledgebase & eSupport environment with various enterprise
applications, including CRM systems & database, email routing and auto
responding rules engines, and corporate web portals.
·
Trained staff in knowledgebase
usage and developed extensive user documentation. Resolved various technical
issues quickly while minimizing system downtime.
·
Planned, coordinated, and
completed upgrade of knowledgebase systems and worked with vendors to optimize
testing.
·
Developed world-class technical
support environment that saved over $2 million in support costs and maintained
60 - 70% support call deflection rate.
Partner Support
Representative
6-1999 - 10-2000
·
Delivered software and database
systems technical support to leading online merchants.
·
Trained staff, provided help
desk support, and developed training documentation.
·
Discovered, documented, and
resolved various weaknesses within support environment.
·
Designed support system
enhancements which improved quality of service and fostered customer
self-sufficiency.
·
Joined team that selected and
implemented knowledgebase systems to provide customers with automated support.
·
Effectively balanced reactive, issue-oriented
tasks with project-oriented responsibilities.
Education
University
of Massachusetts, Amherst – Amherst,
Massachusetts Graduated
5-1998
B.A. in
Communication/Concentration in Mass Media Studies
B.A. in Social Thought
& Political Economy - Dean’s List: Fall 1996 to
Spring 1998
·
Interdisciplinary essays &
projects in Film, Sociology, Political Economy, Cultural Studies, Advertising,
Public Relations
·
Thesis Project: “Critical
Studies in Popular Mass Media.”
Performed independent study project of media ownership and market
saturation in the popular music industry. Analyzed impact on economy,
marketing, pop culture, and artistic diversity. Planned, conducted, and
presented all research. Earned perfect grade for thesis project & defense.
Activities
Eagle Scout,
Boston Crusaders Drum & Bugle Corps, music composition and recording, SCCA
autocrossing club, hiking
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