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Yyyyyy x. yyyyyy

5319 W. Valley Drive Richmond, IL 60071


Summary of Qualifications


  Bilingual (English and Spanish) management leader with a consistent, proven track record of achievement.

  Particular expertise with electronics engineering, including hardware/software installation, application, troubleshooting and configuration.

  Exceptional listening, verbal communication and interpersonal skills to work well with colleagues.

  Earned the STAR Award for providing outstanding support to both internal and external customers.

  Promoted to positions of greater responsibility for consistently exceeding performance metrics.

  Solid time management, attention to detail and organizational skills, including prioritizing tasks on deadline.

  Master of Business Administration (MBA), University of Phoenix; currently pursuing.

  Proficient with Microsoft Office Suite, Visio, Project and One Note; Salesforce; PeopleSoft; Oracle; ZTools; WebView; Card Studio; ZSU; ZPL; EPL; CPCL; RFID; ZBI; Label Vista; HyperTerminal; TeraTerm; BAAN; Vantive; inContact; UPK Tool; Box; SmartSheets; 8x8; Snagit; and Studio software.


Areas of Expertise


Electronics Engineering Team Leadership Problem Solving

Teamwork/Collaboration Staff Training Requirements Gathering

Project Management Client Relations Policies & Procedures


Work Experience


Zebra Technologies Vernon Hills, IL Mar. 2003-Present

Business Systems Analyst II (Mar. 2015-Present)

  Serve as Business Lead for a North and Latin America Case Management Project, Salesforce and inContact.

  Plan and lead meetings with business process owners and users to secure accurate requirements.

  Document requirements for complex processes, selecting templates and tools to best communicate information.

  Support and participate in all CRPs, SITs and workshops as needed to ensure proper implementation.

  Identify and analyze relevant information in the context of system constraints and capabilities.

  Distinguish user requests from user needs and create and deliver monthly metrics.


Technical Support Supervisor (Aug. 2010-Mar. 2015)

  Led 15 employees and trained staff, including tech advisors, agents and 14 new hires.

  Conducted reviews of employee performance, including making recommendations for improvement.

  Created and instructed product training classes to educate colleagues on best practices.

  Collaborated with colleagues to resolve complaints from customers, including returns.

  Organized and hosted weekly department meetings and led monthly business reviews.

  Showcased strong writing skills while creating the department newsletter.

  Generated weekly, monthly, quarterly and yearly reports of department metrics and processed payroll.

Yyyyyy x. yyyyyy

5319 W. Valley Drive Richmond, IL 60071


Work Experience (continued)


Zebra Technologies Vernon Hills, IL Mar. 2003-Present

Technical Advisor (Dec. 2006-Aug. 2010)

  Earned the STAR Award for providing outstanding support to both internal and external customers.

  Trained associates on how to provide exceptional service to customers that were using the company s software.

  Collaborated with repair personnel to resolve 90-day return issues.


Latin America Inside Sales Representative (Apr. 2005-Dec. 2006)

  Grew five premiere accounts while building trust of Latin America value added resellers (VARs).

  Provided recommendations to end users for materials and adhesives on particular applications.


Technical Support Analyst (Mar. 2003-Apr. 2005)

  Assisted end users with resolving problems related to mechanical, software, hardware and programming failures.

  Identified and resolved problems with printers, printer languages and software and also translated and created documents in Spanish for international customers.




Master of Business Administration (MBA), University of Phoenix; currently pursuing


Bachelor of Arts (BA), Electronic Systems Technologies Management, Southern Illinois University


Associate of Applied Science (AAS), Electronics Engineering Technology, McHenry County College


Continuing Education and Training


Primary Leadership Development Course Fort Leonard Wood, MO


Personnel Information System Management Course Fort Jackson, SC


Telecommunications Certificate, ITT Career Training Center


Electronics Technician Certificate, Coyne American Institute


Licensed Amateur Radio Operator, McHenry County Wireless Association (MCWA)


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