899 Mark Drive * Akron, OH 44313 * 330.867.4214 (h) * 330.634.

5338 (c) * cbfc1

806@westpost.net

Cynthia J. Brown
Objective To obtain a position where I can utilize my diverse technical, analyti
cal, mathematical and managerial skills.
Professional Highlights * Skillful and dedicated professional with over 20 years
of diversified experience in coordination, planning and support.
* Team player who performs at high levels of productivity in fast-paced environm
ents without missing a single deadline adhering to service level agreements.
* Effective communicator and relationship builder with management, customers and
staff.
* Recognized for leadership and problem-solving strengths, as well as thoroughne
ss and accuracy.
* Promoted through progressively responsible positions in information technology
in recognition of consistent performance results.
Skills * Proficient in Microsoft Office
* Project Management
* Problem Resolution & Troubleshooting
* Requirements Gathering
* Reporting and Documentation * Training & Coaching
* Quality Assurance
* Procuring Hardware & Software
* Negotiating Skills
* Excellent Customer Service Skills
Employment History Special Project Analyst Lender Processing Services, Inc., Sol
on, OH 2009 - 2010
Adjunct Professor Brown Mackie College, Akron, OH 2008 - 2009
Help Desk Analyst YRC Worldwide Technologies Inc., Akron, OH 2006 - 2008
Technical Group Coordinator Roadway Express Inc., Akron, OH 1997 - 2006
Systems Analyst Roadway Express Inc., Akron, OH 1995 - 1997
Programmer Analyst Roadway Express Inc., Akron, OH 1993 - 1995
Programmer Roadway Express Inc., Akron, OH 1991 - 1993
Data Clerk Roadway Express Inc., Akron, OH 1989 - 1991
Education Bachelor of Science, Mathematics Spelman College * Atlanta, GA May 198
8
References Mrs. Beverly Bush
330.643.6826
Dr. Walter L. Humphrey
510.915.2410
Mr. Eric Miller
440.804.6264
Mrs. Marilyn Wells
330.869.3620
899 Mark Drive * Akron, OH 44313 * 330.867.4214 (h) * 330.634.5338 (c) * cbfc1
806@westpost.net
Cynthia J. Brown
Work Experience
* Documented current and future state processes, gathered user requirements, cr
eated work plans, responsible for the RAID (risk/assumption/issue/decision) log
and communicated weekly updates to the project manager and team , coordinated us
er acceptance testing, wrote training manuals, created surveys, created meeting
agendas and facilitated project meetings, provided project status to stakeholder
s and management, and met regularly with the business.
* Taught two mathematics courses per term to non-traditional college students. T
his included preparing lesson plans, quizzes, tests, in-class group assignments
and keeping the students engaged in learning.
* Developed Quality Assurance program for 40 Help Desk specialists. Monitored ca
lls and tickets for each specialist, reported metrics to management, documented
monthly meetings with each specialist and coached them when necessary.
* Supervised e-Commerce Help Desk. Approved employees' timesheets and submitted
to payroll. Monitored help desk specialists calls and reviewed and documented ca
ll statistics. Coordinated the programming efforts for the my.roadway.com projec
t. Maintained the Interactive Voice Response and Fax Server applications. Upgrad
ed both of these applications for Y2K compliance.
* Lead analyst for Interactive Voice Response and Fax Server applications. Respo
nsible for programming, analyzing, planning and recommending system choices to m
eet business requirements.
* Met with users to gather requirements and design program specifications.
* Wrote, tested and debugged code based on specifications.
* Processed expenditure proposals for hardware and software for the entire compa
ny. (Over 600 Roadway Express terminals and the Akron General Office) Tracked ea
ch expenditure proposal in a database. This process encompassed recommending har
dware and/or software solutions for the user, negotiating the pricing with compa
ny approved vendors (pricing the solution out), getting the expenditure proposal
approved which included providing justification and cost benefit analysis, orde
ring the hardware/software, arranging the install, and processing the invoice fo
r payment. Also processed the purchase and maintenance contracts for the AT&T fi
eld hardware for all of the Roadway Express terminals. AT&T was the approved ven
dor based on software requirements.