Microsoft Office Suite
Windows XP/Vista/7
Proficient in AVG, Printers, PC Security systems
Process improvement
Quality assurance and control
Work flow planning
Call center management experience
Troubleshooting skills
Technical help desk experience
Proficiency in TCP/IP protocols
Strong analytical skills
Project management
Capacity Planning
Training and development
Active Directory
ITIL Service Management
Work Experience:
Quality Control Analyst (February 2016 – Current)
State of Florida Department of Highway and Safety Motor Vehicle
2900 Apalachee Parkway Tallahassee, Florida 32344
Supervisor: Gregory Artis 850-617-3210
Job Description:
The incumbent in this position has the authority and responsibility for developing and implementing modifications to the various technical programs that implement Motorist Services legislative or procedural changes and provide Motorist Services information to the public. Responsible for maintaining the effectiveness of the FRVIS/FDLIS software and associated systems to ensure compliance with all federal regulations, state statutes and Motorist Services policies and procedures. Evaluates suggested enhancements to ensure their compliance with Motorist Services laws and to determine specific modifications to be implemented in such systems.
Capacity Manager (August 2015 – February 2016)
Agency for State Technology of Florida
4050 Esplanade Way Suite 115 Tallahassee Florida 32399
Supervisor: Gregory Artis 850-922-1725
Job Description:
The incumbent in this position is responsible for managing one or more of the assigned ISO 20000 processes: Capacity, Availability and/or Service Level Management. Management of an ISO 20000 process includes establishing and maintaining policy, process and procedure documentation and then implementing workflows to support the processes. Monitoring and reporting on process performance with Continuous Service Improvement recommendations are also required. Establish and maintain policy, process description, procedure, and work detail documents for the assigned IT Service Management processes. Identify and establish performance requirements with Customers, Suppliers and interested parties. Knowledge of principles and processes as defined in ITIL and ISO 20000.
Research and Training Specialist (June 2014 – August 2015)
State of Florida Department of Highway and Safety Motor Vehicle
2900 Apalachee Parkway Tallahassee, Florida 32344
Supervisor: Mike Jenkins 850-617-3210
Job Description:
Responsible for the coordination, development, and delivery of Quality Review and Improvement for the customer service center. Has the responsibility and authority to act as designated supervisor/acting supervisor and provide daily consultation. Manages training projects by developing project plans, schedule training sessions, and coordinate all changes/recommendations with all program areas including the Field Support Center that coordinates with the tax collector’s office to help issue driver's license and motor vehicle registration.
Utilizes Microsoft Office Suite and other media applications to help submit detail reports including but not limited to training report, research and development, quality and review, surveys, project management, presentations, spreadsheets, business rules, recommendations and assessments.
