Database Adminstrator, Technical Support Analyst

Posted on: 2009-09-30

SUSAN N. GUGGENHEIM, MCSE Professional Experience Application, Database and Website Consultant, Philadelphia, PA Present Consultant to small businesses and nonprofits for application support (Word, Excel, Powerpoint), website administration, and database development and management. Most current projects are database for NJ non-profit, auction house catalog merges and pharmaceutical company Powerpoint presentations. Provider of technical support and training to small business, nonprofits and low income individuals in NW Philadelphia. Hardware and software installs, virus removal, hardware and software upgrades, rehabbing donated computers. Director, Mt. Airy Community Computer Center (MACCC) July 2008 – August 2009 Responsible for the computer center programs and initiatives, lab operations, staffing, fundraising, grant writing and budget. MACCC offers approximately 45 computer classes taught by 10 instructors to over 350 students annually. MACCC refurbishes 100 computers for low income individuals and families. Administrator for the Job Readiness for Ex-Offenders program which delivers a free Internet-ready computer, job-ready computer training and job search training to ex-offenders. www.mtairylearningtree.org/maccc.html is the MACCC website Technical Director, Mt. Airy Learning Tree (MALT) July 2008- March 2009 Primary job function is an administrator for a database hosted on a remote server, with a web-enabled front-end, to manage annually >900 adult education courses, 250 instructors, >5000 student registrations including accounting, statistical reporting, data exports and additional reporting in Excel, i.e. data analysis of students and instructors surveys and reports for grants and board meetings. Accomplishments to date: • Increased gross revenue 14K in 2007, 19K in 2008 with targeted mailings, better course offerings, fewer cancelled courses, strategic course fee adjustments • Saved > 3K annually in postage switching from snail mail to merged email for 99% communications to students and instructors • Saved 1 staff person by organizing faculty course reminders, course cancellations and room key management with Excel to Word email merges. • Redesigned website for better online registration process increasing gross revenues in two ways – more new students and more online registrations (was 30%, now it’s over 45%) • Built, collected, analyzed online student and faculty surveys for the first time • Saved $600 annually in outsourced printer-related costs using Excel tools on mailing lists Associate Director, Mt. Airy Learning Tree, Philadelphia, PA January 2007 – June 2008 Associate Director for an independent adult education program in NW Philadelphia. Responsible for database administration, reporting, course development, student registration accounting, website administration, technical support, and faculty support. www.mtairylearningtree.org is the newly redesigned site. Database Specialist, Moving Traditions, Jenkintown, PA March 2006 – January 2007 Hired initially to work with an outside vendor to create a specialized CRM database solution, role expanded to all IS functions – managing small LAN, recommended and selected vendors and products, provided in-house IT support, member of website development team, rolled out MS Business Contact Manager for contact management, created Access databases for specialized needs, worked with vendor to develop online end user database for programs. Responsible for crafting viable survey instruments, analyzed data, and provided reporting (Donor Perfect, Excel, and Access) for grant proposals and reports. Data Analyst, Charles River Labs, Inc., Horsham, PA April 2005 – March 2006 Managed scientific data transfer between UNIX 6400 system and Windows systems, verification of data in a regulated, quality assured environment. Created data tables in UNIX, Word and Excel, and used SAS to provide statistics and significance to data. Increased production of report tables 57% in second quarter with the application of shortcuts, process-orientation methodology and better use of resources and continued process improvements to Q3, 34% increased production. Chef-Owner, Entrepreneur, Rinker Rock Café, Philadelphia, PA Oct. 2002-April 2005 Constructed, fitted out and operated a 38 seat café in West Mt. Airy. Created a new cuisine, based on the Wissahickon Creek menus of 100 years ago, updated to a modern customer base. Conducted customer satisfaction and menu development surveys. Created custom spreadsheets for cleaning and maintenance which helped Rinker Rock Café gain a fault-free certification from the Health Dept. Rinker Rock Café made the Food Section of the Inquirer in only 8 months, and was profitable in its first and second years of business. Successfully sold to a chef, who is experiencing the same high volume and customer loyalty to date. Technical Support Manager, NetIQ Corporation, Houston, TX 2001-Sept. 2002 Recruited internally to develop processes to ensure successful implementations of NetIQ products by internal/external customers, increase customer satisfaction, and create opportunities for cross-selling to existing customers. Hired, trained, developed and lead a 23-person support team, responsible for delivering support for 14 enterprise software products exclusively to Fortune 1000 customers. Scope of position was expansive and includes support strategy, process design, implementation, training, administration and management authority for Beta program, 3 product teams and 4 product groups. Worked closely with Sales to drive a successful company-wide Siebel CRM implementation. Key Projects & Achievements: • Achieved highest customer satisfaction rating of all NetIQ Support locations. Provided extensive reporting for management and reports. • Saved 100K per year in Engineer headcount by establishing process and rigorous focus on shared knowledge, orchestrating over 9500 Issue Reports and 1000 Knowledgebase articles in two years. • Saved 200K by developing cross-training to fill staffing gaps. • Highest staff retention rate 95.5%; increased individual, team and site productivity 20% in 2002. Lead Technical Support Engineer, NetIQ Corporation, Houston, TX 2000-2001 Key Member of team that produced the ‘Operations Manager’ product that Microsoft bought for $175 million in 2000 (renamed MOM). Contributed product strategy/direction, field data and reports on customer use of the product during ongoing development period. Developed product training for Microsoft support team, with commendations from Microsoft and NetIQ management. Senior Technical Support Engineer, NetIQ Corporation, Houston TX 1999-2000 Technical Support Engineer, NetIQ Corporation, Houston, TX 1998-1999 Help Desk, 2nd Level Analyst, Loyola University Chicago, Chicago, IL 1996-1998 Education and Credentials Loyola University Chicago – Chicago, IL, B.A. honors degree in Sociology, conferred January 1994; cumulative GPA: 3.93/4.0 CCP online courses 2009: Intermediate Access 2003, Intro to SQL Server Technical Certifications: CNA for Netware MCSE for NT4 MCSE for W2K - Microsoft Certified Systems Engineer, passed Accelerated Exam (17% world-wide pass rate)