Kerry Marie O'Day
P.O. Box 5211
Santa Clara, CA 95056-5211
408-891-0184
kerry@surfari.net

OBJECTIVE:

I am seeking a challenging position with growth potential in a dynamic and team-oriented company.  I strive to expand on my technical skills while utilizing my extensive customer-service, leadership, and troubleshooting skills.

EDUCATION:

June 1997
California Polytechnic State University, San Luis Obispo, California
Bachelor of Arts degree in History, with Political Science concentration

EMPLOYMENT HISTORY:

November 2000-Present
ebrary, 318 Cambridge Avenue, Palo Alto, California
Senior Account Manager/Technical Customer Support Specialist

·        Currently reporting to VP of Operations

·        Facilitate the creation and customization of co-branded websites for Academic, corporate, and special libraries

·        Provide input and guidance to other team members to answer various customer support tickets via RT-Request Tracker ticketing system.

·        Provide technical pre and post sales support to both domestic and international sales teams for site implementation/issues/questions

1.  technical issues include OPAC/MaRC record implementation, proxy server/IP/remote access conflicts, and integration with federated search/Content Management System products such as Blackboard/WebCT, Moodle, and Angel

2.  track content/MaRC record/product issues/conflicts and communicate to appropriate internal parties as needed

·        Proven track record of dependability with internal/external customers/resellers

·        Communication with customers via phone, email, instant message, Skype

·        From November 2000-February 2004, was sole member of customer support team and responsible for company desktop support/software license procurement

September 1997-November 2000

Autoweb.com, 3270 Jay Street Building 6, Santa Clara, California
Customer Service Specialist/Customer Care Manager

  • Reported directly to Director of Sales Operations
  • Promoted to the Lead Dealer Support position on April 1st, 1998
  • Became Lead Customer Care in September 1999.
  • Duties included heavy consumer and client telephone contact along with 100-150 external emails processed daily.
  • Provided informal and semi-formal technical support for internal and external customers.
  • Responsible for Data Entry department from December 1998-May 1999.
  • Increased Data Entry team productivity while maintaining one of the most robust used car databases on the Internet.
  • Succeeded with special OEM projects with distinction and high client satisfaction.
  • Was acting Customer Care Manager at various times since May 1998.

August 1992-September 1997

Trade Express Magazine, 180 North 9th St, Grover Beach, California
Assistant Manager/Circulation Manager

  • Started as part-time private party ad typist with increasing duties from August 1992-March 1994
  • Managed staff of fourteen distributors for free weekly automotive magazine distributed from Gonzales to Solvang.
  • Coordinated promotional events, radio advertising, private party advertising, and supply procurement.
  • Tasks included database management and almost every conceivable office duty, including heavy consumer telephone and counter contact. Continued former private party and display ad typesetting duties as needed.

SKILLS:

·        Some French/Spanish literacy

·        Macintosh/Windows fluency (maintain my own systems/home network)

·        Microsoft Office Suite fluency

·        Some exposure to HTML, javascript, MaRC editing tools

EXCELLENT PERSONAL AND PROFESSIONAL REFERENCES AVAILABLE UPON REQUEST