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Carol Michelle Jones
- Female
- Houston, TX
- United States
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Profile Information
- Tell Us About You/Your Company or What Type of Work You Do if Seeking Employment
- Looking for work in the Information Technology Sector
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- Professional Experience
Objective: Highly motivated self-starter with the ability to adapt to an ever-changing environment; possessing strong skills in self-managing, problem-solving and undertaking multiple tasks who is looking for an exciting and challenging position where I can use my abilities to benefit one’s organization. I interact well with all levels of people (my peers as well as management) and I continually challenge myself by seeking out new learning and advancement opportunities.
Quality Assurance Specialist /Team Leader/Technical Analyst III
CompuCom (Formerly Getronics) Houston, Texas November, 1998 – January 2009
Quality Assurance Specialist Duties included:
• Perform Call Assessments on a Sample of Service Desk Analyst for all contracts served in Houston and Tewksbury Call Center
• Mentor Service Desk Analysts on how they can improve on their call performance
• Create and distribute monthly Quality Assurance Reports to Service Desk Managers and Program Mgmt
• Create and update Quality Assurance Documents and publish to Intranet
• Distribute Quarterly Quality Assurance Award to individuals based on the QA Reports
Technical Team Leader/Help Desk Analyst III duties included:
• Troubleshoot Computer related issues (login issues, application issues, printer issues, etc.)
• Provides daily technical support, mentorship, and training to the team and individual members
• Remote Access/Blackberry Administrator
• Consult with the Cell Phone Providers on billing and troubleshooting issues
• Interview Prospective employees
• Responsible for ongoing updates and effectiveness and timeliness of the Knowledge Base Management
• Daily Monitor of Vantive (Ticketing System) Inbox’s
• Attend Weekly Teleconference with the Program
• Review Customer Satisfaction Surveys, Service Level Agreements, and Individual and Team Performance Stats
• Perform Call Assessments
• Mentor Tier I Analysts
• Monitor Schedule Adherence (absences, tardy, lunch, break, etc.)
• Assist Team manager in Administrative/Management Functions
• Six Sigma Greenbelt Trained
Administrative Assistant/ Backup Team Coordinator
Gulf Coast Center (MHMR) Galveston, Texas February, 1992 – November 1998
Duties included:
Responsible for administrative and supervisory duties for MR Case Management Unit and the Home and Community Based Program (HCS)
• Scheduling (clients and staff)
• Interview Prospective Direct Care Staff
• Supervise Direct Care Staff
• Coordinate Training for Staff on State and Local Procedures
• Submit Time Sheets, Client Billing, and Mileage Vouchers in a timely manner
• Custodian of program’s Charge Accounts, Company Vehicles and Central Purchasing Account
• Monitor Contracts for the In Home Respite and Family Support Program
• Served as a member of the Quality Assurance Improvement Systems (QAIS) in compliance to Texas Department of Mental Health Retardation (TDMHMR)
Technical Knowledge
• Microsoft Exchange
• MS Office (98, 2000, XP, 2003)
• MS Office Suite (Word, Excel, PowerPoint, Access)
• MS Project Management
• MS SharePoint
• Lotus Notes Domino Server
• Blackberry Enterprise Server
• Active Directory
• SQL Databases (Limited)
• Pivot Tables
• PeopleSoft CRM Client (Vantive/S3)
• Remedy
• Equality/Witness
• Calabrio
Education
University of Phoenix (Houston), Houston, Texas
Master of Arts in Organization Management
Graduation Date: September , 2005
University of Phoenix (Houston), Houston, Texas
Bachelor of Science in Business Management
Graduation Date: June, 2003
University of Houston, Houston Texas
Technology Instruction
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