www.carolzahn.com

my personal web site


Résumé

Technical Skills

XHTML, CSS, Javascript, Unix, C++, Visual Basic, Expression Web, Photoshop, Word, PowerPoint, Visual Studio, FrontPage, Excel

Software and Customer Service

Reynolds and Reynolds Company
Kettering, Ohio
September 2008 - June 2009
Enterprise Software Specialist  - Point person for Enterprise customers. Responsible for troubleshooting issues, performing file maintenance and determining preventative resolutions.

  • Responsible for data continuity across multiple franchises for 400+ stores.
  • Assisted franchises to develop best practices saving the end user both time and money effecting the bottom line.
  • Determined optimal strategies to prevent data loss and system failure.

August 2007 - August 2008
Software Analyst - Resolved Tier 2 trouble tickets specific to Finance and Insurance GUI software. Corrected software corruption, file restoring, advanced procedural issues, and offered solutions for system optimization.

  • Advanced multitasking ability to complete over 100% of tickets within 24 hours while working on special projects.
  • Took ownership of GUI product and became the expert go-to assisting teammates, trainers, installers and developers.
  • Escalated change requests to development, resolved bugs and implemented design changes.

June 1999 - July 2007
Senior Frontline Software Specialist - Handled incoming calls in a large call center environment with 300+ consultants.

  • Helped department maintain an 80% call resolution by taking 40-80 calls per day.
  • Became knowledgeable of over 10 software applications for procedures, specifications, and reports.
  • Able to troubleshoot network issues and hardware such as printers, scanners, routers, etc.

Cendant Corporation
Centerville, Ohio
1994 - 1999
Various call center/helpdesk roles including: Customer Service Consultant, Quality Assurance Consultant, Sales Trainer, Internal Support, Team Supervisor .

Education

Sinclair College
Dayton, Ohio
Web Development

Wright State University

Fairborn, Ohio
B.A. Communications

Proficiencies

Technical support, troubleshooting, and training for hardware and software systems, Web Design.

Awards

Nine  Employee of the Month Awards, Five Outstanding Customer Serve/Core Value Awards, Two Circle of Excellence Team Awards.

Professional Affiliations

  • International Web Masters Association
  • HTML Writers' Guild

Click here for a printable version:

CarolZahnresume.doc