Experience

Luther Rice College & Seminary

• United States
• Higher Education
• 1 - 100 Employee

• Assistant

  • Oct 2019 - Present

  Friends of Refugees Assistant • Assist in family literacy activities in a family literacy project that provides services to immigrant families with preschool age children or elementary school children. Student Success Assistant • Contact current students via telephone or email encouraging enrollment/re-enrollment • Assist Admissions Office with contacting students who have applied but not yet accepted • Assist Academic Advising Office with contacting students for various initiatives Show less



U.S. Census Bureau

• United States
• Government Administration
• 700 & Above Employee

• Enumerator

  • Aug 2019 - Sep 2019

  As Enumerator, also known as Census Taker, I conducted research on behalf of the U.S. Census Bureau. I collected household and demographic information by canvassing assigned areas. Appropriately documented and reported findings. As Enumerator, also known as Census Taker, I conducted research on behalf of the U.S. Census Bureau. I collected household and demographic information by canvassing assigned areas. Appropriately documented and reported findings.



Verizon Wireless (Worldwide Wireless)

• Telecommunications
• 300 - 400 Employee

• System Support Analyst

  • Jun 2009 - Dec 2018

  Provided enterprise support for Nice Workforce Management Solutions (formerly IEX), Aceyus Contact Center Intelligence and various other tools.  Created and published Quick Reference Guides on system functionality and "How To" documentations. Communicated upgrades and outages, as well as any other system enhancements.  Managed upgrades and testing for new functions and enhancements.  Work directly with the vendors and internal information technology solutions teams for resolution of issues.  Coordinated automated software disbursements. Show less

• System Support Consultant

  • Jun 2001 - Jun 2009

  Provided primary support for West Area Nice Workforce Management Solutions (formerly IEX), Aceyus Contact Center Intelligence, Symon Products (Symon Video, Deskview, Reader Boards) and the Chandler E-Pro Dialer, minor support of Rockwell 3CS/EA.  Diagnosed various system issues with the vendors and internal IT for resolution.  Synchronized upgrades and testing for new functions and enhancements.  Communicated upgrades and outages, as well as any system enhancements.  Planned automated software disbursements. Show less

• Resource Management Analyst

  • Jun 2000 - Jun 2001

  Prepared various daily, weekly and monthly reports. Create new reports as needed. Serve as point of contact for outsource vendors.  Managed changes or updated in training, technology, reporting, and staffing for outsourcers.  Analyzed trending in call flow and productivity for outsourcers.  Accountable for all aspects of the outsource vendor relationship.

• Forecaster / Scheduler

  • Apr 1995 - Jun 2000

  Prepared call volume forecast and generated agent schedules. Point of contact for all forecasting and scheduling concerns or questions.  Managed shift bid process.  Trained peers on use of systems and tools.  Analyzed data to determine staffing needs by day of week & 1/2 hourly.  Created and updated employee information in scheduling platform.  Administrator of scheduling software.