Administrative Assistant


2665 Larick Dr., Marion, IA  52302

Cell Phone:  319-360-6679



Objective:  A position that allows me to assist the management team by performing functions that aid in meeting business goals and requirements.

Work History

Senior System Services Engineer, Verizon, Cedar Rapids, IA           April, 1997 – December, 2015

­   Customized and analyzed call center reports on 2 separate reporting platforms for 8+ ACDs (Automatic Call Distributors)

­   Engineered/managed projects for software/hardware upgrades

­   Engineered/managed database standards used in ACD configuration

­   Engineered/managed user logins and associated rights across multiple software applications

­   Developed process to reduce yearly maintenance vendor costs (+$600K saved the first year)

­   Assigned team tickets to be worked

­   Provided ticket reporting on yearly, semi-yearly, and ad-hoc basis

­   Provided customer service assistance to end users via email, phone, training sessions, and ticketing system

­   Acted as point of contact during manager’s absence

­   Recognized as a subject matter expert by team and associated departments

­   Developed end-user training guides (self-paced online training and reference guides)

System Services Engineer, Verizon, Cedar Rapids, IA                        October, 1994 – April, 1997

­   Customized and analyzed call center reports for 10+ ACDs (Automatic Call Distributors)

­   Performed as team lead for the department

­   Provided customer service assistance via email, phone, and ticketing system

­   Provided end user training for call center applications


­   Proficient in Microsoft Office applications (Outlook, Word, Excel, Power Point, Project, and Visio)

­   Crystal report experience in customizing reports, scheduling, training end users, and documentation.

­   SQL query experience in requesting reports

­   Proficient in data entry

­   Well organized

­   Excellent written and verbal communication skills

­   Capable of working with minimal supervision

­   Able to maintain confidentiality

­   Capable of providing project engineering

­   Able to write technical documentation



­   American Institute of Business, Des Moines, IA

               Associates Degrees:  Executive Secretarial – Business Administration

                                                     Executive Secretarial – Medical  




  • ID#: 136851
  • Location: Marion, IA , 52302

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