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Work experience

Floor Supervisor

SITEL Corporation
Floor Supervisor Omaha, NE, United States Monitored and evaluated agent calls via real time monitoring, supervised and counseled agents, responsible for writing disciplinary actions, made recommendations to employees for improvement, communicated with outside clients and handled complaints.
Jan 2010Present

Productions Operations Supervisor

Cox Communication

Direct daily work activities of staff involved in the coordination of the on-time delivery of network services and  day to day operations of the department. Schedule and approve vacation and offer career guidance and training for direct reports. Provide input for promoting, hiring, terminating and/or rewarding employees and contractors. Provide leadership and general management for Enterprise applications, Voice, Video and Data support while ensuring superior customer service to all customers. Manage the surveillance and control of all network elements via, monitoring tools(Sitescope, Scout, Remedy, Netcool, Solarwinds, and Business Availability) to ensure network and enterprise application reliability. Continuously improve efficiencies by developing and encouraging process improvements and procedural modifications. Evaluate performance data and issue trending analysis to identify operational efficiencies. Create plans to resolve problems concerning departmental functions, processes and procedures. Focus on maintaining steady workflow and productivity, meeting service/productivity standards and handle disturbances. Build and maintain relationships with other departments; internally and externally. Partner with other operational units to support standardization of tools and processes to maximize growth, reduce cost and promote excellent service.  Utilize and supports Remedy, Avaya Call Manager, Cisco Call Manager, and HP BSM monitoring tool.

Jun 2009Nov 2010

Information Technology Supervisor


Establish standards and procedures, monitor work activities and output, and ensuring production schedules and quantity/quality standards are met. Acts as a liaison with customers to improve services, and providing guidance and direction to resolve operational or production conflicts. Worked directly with IT manager to develop annual budget. Determined work requirements, priorities, and best use of resources for scheduled operations as well as during unplanned incidents; provide guidance to staff regarding work procedures, technical issues, work priorities, and special requests from customers; instructed employees in the use of new internal processes and procedures; troubleshoot technical, operational, or customer service incidents and takes corrective action to resolve conflicts; communicate orally with customers, clients, or the public in face-to-face one-on-one settings, or via telephone; observe or monitor people's behavior to determine compliance with company policies and procedures; supervise and participate in the study of operations and procedures, and recommends changes to improve methods, procedures, service levels, and operational efficiency; notify appropriate departments of problems or changes to operational schedules or service levels; prepare statistical and narrative reports regarding tickets and call statistics; used discretion in the handling of confidential data; provided training to staff regarding specialized computer applications and software; Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.

Jan 2006Jun 2009

System Administrator


Created and maintained all Active Directory accounts, Experience with Exchange 2007; managed permissions on local network drives; managed Rolm system, configured PBX phones; working knowledge of Cisco Call Manager Administration and Call Manager Express; experience with VM Infrastructure, including hardware and software; trained and supported Noble System users; maintained Aspect phone system, implemented and supported Hardcat Assest Management Software; ran reports and created advertisments in SM; utilized Remedy, reporting experience; imaging PC's via Ghost; experience with the cable/ telecommunication industry; progressive experience with computer hardware technical and operation support; experience with XP. Microsoft Office Suite, working knowledge of systems hardware, modems printers, scanners and fax machines; hardware/software troubleshooting and problem resolution along with connectivity troubleshooting.

Mar 2003Jan 2006

Helpdesk Specialist

World Insurance Company

Provided installation and configuration support for computer systems and printers, maintain asset management of hardware and software, routine maintenance of hardware, answer and handle company wide helpdesk calls, troubleshoot and repair computer equipment, peripherals, and software problems and assisted end users to solve moderate to complex computer and networking issues.


Associates Degree

Metropolitan Community College


Noble Dialer Certification

Microsoft Windows Server 2003

A+ Certification


Management/Supervisory Skills
Evaluate and complete employee reviews based on performance; complete approve Time and Labor and requests for time off; assign work; resolve complaints; discipline and dismiss employees when appropriate; hire the best fit for the team; developed staff, mentor, and provide career coaching; motivate staff, individually and as a group; understand and support diversity; and establish an effective team. Knowledge Virtual Infrastructure, Cisco Call Manager, VERITAS backup software, servers, Rolm, Aspect, and Siemens phone system, Avaya Call Manager, HP BSM, Noble dialer, OBIEE reporting, UET reporting, file server upgrade, thorough documentation skills, testing software, task oriented, and customer focused
network elements
Personel Development
on-time delivery

Keyword Summary

Working administrator knowledge of Active Directory, Office 2003, Windows XP, building personal computers, installing software and hardware, resolving helpdesk calls.   Creating reports, VMware administration, Local area network, Sitescope, Remedy, Cisco Call Manager; department budggeting,Netcool, Netscaler, Solarwinds, Cisco VPN software, configuring Cisco Wireless Access points, Avaya, HP BSM, Hardcat asset management, Great customer service and supervisory skills.

Training Completed

Powerful Communication Skills for Women

Franklin Covey- 7 Habits of Highly Effective People

Franklin Covey- Focus Achieving your Highest Priority

Leading For Results

People Leaders as Career Coaches

Trust Begins with Me

Brand Me: Build Your Personal Brand

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Management and Leadership Skills for First-Time Supervisors and Managers

Courageous Conversations

FCC Outage Reporting

Leading Change

Kepner-Tregoe Resolve