Dina MacDonald
Senior Quality Assurance Specialist at State Compensation Insurance Fund- Claim this Profile
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Bio
Rita Kilkenny
Reflecting back on my HelpDesk days and the staff that I managed, there are only a few individuals that I can recall who stood out from the all the rest. Dina is one of those individuals. Dina was a "go to" employee - whether it was for training new staff, staying late, coming in early, assisting with process documentation and analysis, or special project work, she was consistently reliable, detailed, and professional. Her strong work ethic, excellent customer service delivery, along with her good nature is what earned our HelpDesk it's 'world class' reputation. I would recommend Dina to any prospective employer. Awesome to work with!
Rita Kilkenny
Reflecting back on my HelpDesk days and the staff that I managed, there are only a few individuals that I can recall who stood out from the all the rest. Dina is one of those individuals. Dina was a "go to" employee - whether it was for training new staff, staying late, coming in early, assisting with process documentation and analysis, or special project work, she was consistently reliable, detailed, and professional. Her strong work ethic, excellent customer service delivery, along with her good nature is what earned our HelpDesk it's 'world class' reputation. I would recommend Dina to any prospective employer. Awesome to work with!
Rita Kilkenny
Reflecting back on my HelpDesk days and the staff that I managed, there are only a few individuals that I can recall who stood out from the all the rest. Dina is one of those individuals. Dina was a "go to" employee - whether it was for training new staff, staying late, coming in early, assisting with process documentation and analysis, or special project work, she was consistently reliable, detailed, and professional. Her strong work ethic, excellent customer service delivery, along with her good nature is what earned our HelpDesk it's 'world class' reputation. I would recommend Dina to any prospective employer. Awesome to work with!
Rita Kilkenny
Reflecting back on my HelpDesk days and the staff that I managed, there are only a few individuals that I can recall who stood out from the all the rest. Dina is one of those individuals. Dina was a "go to" employee - whether it was for training new staff, staying late, coming in early, assisting with process documentation and analysis, or special project work, she was consistently reliable, detailed, and professional. Her strong work ethic, excellent customer service delivery, along with her good nature is what earned our HelpDesk it's 'world class' reputation. I would recommend Dina to any prospective employer. Awesome to work with!
Experience
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State Compensation Insurance Fund
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United States
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Insurance
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700 & Above Employee
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Senior Quality Assurance Specialist
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Feb 2019 - Present
Responsible for creating and managing the Quality Assurance program for the Billing Services Unit. Responsible for creating and managing the Quality Assurance program for the Billing Services Unit.
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Independent Consultant
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Vacaville, CA
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Information Technology Consultant
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Jul 2009 - Feb 2019
Technology Consultant for small businesses and individuals. Technology Consultant for small businesses and individuals.
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Apple
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United States
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Computers and Electronics Manufacturing
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700 & Above Employee
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IT Support Project Manager
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Oct 2012 - May 2015
Responsible for planning and executing projects in support of the global IS&T Help Desk. Met with business owners to create documentation of product support information. Consulted with senior management regarding daily operations and strategic direction of the help desk. Created and delivered presentations to large internal groups. Responsible for creating and executing a training program for new help desk analysts. Coached and mentored help desk analysts. Increased customer satisfaction scores by identifying strategic scheduling changes that allowed for better case management of support issues. Improved employee morale by establishing an employee recognition program. Planned large corporate events. Managed vendor contracts and performance.
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Bank of America
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United States
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Banking
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700 & Above Employee
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Telecom Project Manager
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Sep 1998 - Sep 2003
Project Management. Responsible and accountable for multiple projects directed toward strategic business objectives. Served as a point of contact from project initiation to project completion. Assisted clients in defining the requirements of each project and establishing deadlines . Mapped critical paths and assigned tasks. Monitored project activities and advised staff of issues due to resource availability. Collaborated effectively with peers, customers, management, and vendors. Documented all the necessary details related to the projects for future reference. Followed up with clients to verify satisfaction. Participated in interviewing and selecting new staff. Developed training materials and mentored new Project Managers.
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Apple
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United States
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Computers and Electronics Manufacturing
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700 & Above Employee
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Senior Help Desk Analyst
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Jun 1995 - Sep 1998
Provided technical support and problem resolution to Apple employees and contractors. Monitored help desk phone calls and reviewed tickets for quality and content. Assigned special projects and worked on trend analysis. Relied heavily on creative thinking and the ability to prioritize multiple tasks. Developed materials and facilitated training sessions with new and existing analysts. Served as the service desk incident coordinator and was on call during evenings and weekends. Started as an intern, was hired as a permanent employee, and promoted to senior help desk analyst.
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Education
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2006 - 2009
California State University-Sacramento
2009, B.A. Family and Consumer Sciences
Community
