Experiences at AT&T (formerly Cingular Wireless)

The secret of getting hired at AT&T was my proven track record at Circuit City. I showed that I have all the skills necessary for sales.

By being honest and truthful to yourself being a self-motivator, show the protential of being leadership

Supported via Remedy Help Desk system 200 users desktop & laptop systems and hand held accessories. Processing an average of 5 - 8 tickets per day. Re-positioned the team intranet website which effectively increased usage 25 times. improved new team member adoption of the tool. Improved personal productivity of senior executives including the CIO, President, and CEO as directly assigned tech support. Saved estimated $40,000 of labor hours by improving response tools to virus outbreak (code red, blaster virus) by 20%. Familiar with a variety of desktop tools including Tivoli, McAfee Anti-virus, remote desktop, Symantec Ghost, Citrix, Remedy, Iron Mountain Connected. Recognized repeatedly for outstanding customer service including nomination for company-wide "Spirit of Excellence" award. Sponsored as a member of national "A-team" Comprised of 30 national desktop analysts and administrators to test and analyze systemic issues pertaining to the desktop environment. Promoted to Systems Analyst supporting the engineering operations of the company website....

Performed gap analysis and developed training curriculum for Data Center Operations staff supporting new customer service applications.

* Introduce Human Factors and Usability best practices to organization to promote and integrate into the development lifecycle
* Develop and champion Human Factors research methodologies in B2B ecommerce environment.
* Manage Premier Solutions Research group to increase revenue while exceeding customer expectations.
* Achieve best in class usability performance metrics and goals.
* Championed Usability and Human Factors on many multi-disciplinary design teams.
* Design, conduct and analyze usability lab studies to measure customer responses, expectations and application performance issues....