Cherilyn Burgo
Apharetta,GA
Summary
Driven Technology Analyst with 3 years experience in current role lending technical knowledge to generate IT design, thought and implementation. This includes 11 years of resourceful experience researching and crafting custom procedures and processes to resolve industry and technology problems. Excels at charting workflow and writing specifications for ideal procedures, culling knowledge to bolster IT service delivery and troubleshooting. Exceptional deployment support to meet strategic plans and improve staff processes.
Overview
14
14
years of professional experience
9
9
years of post-secondary education
2
2
Certificates
Work History
Technical Analyst III
COX Communication
Atlanta, GA
04.2019 - Current
- Authored technical requirement documentation to suit business goals and technological limits.
- Designed and maintained consistent data collection protocols and standards across numerous databases and projects.
- Collected and monitored incoming data from sources such as reporting, third party vendors and visual inspection.
- Advised project managers on simultaneous technical workstreams, aiding in alignment of broader business goals.
- Applied knowledge of IT best practices to tackle new challenges and make educated decisions.
- Cultivated professional working relationships with internal personnel, vendors and suppliers.
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
- Mitigated risk and managed liability by proactively applying best practices to the customer, internal operations and our development team.
- Communicated project status to stakeholders, authoring reports to provide up-to-date overviews of ongoing progress.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Monitored alignment of individual development teams with policies, suggesting changes and remediation efforts where needed.
Technical Project Manager I
COX Communication
Atlanta, GA
06.2016 - 03.2019
- Served as technical liaison, supporting engineering, management, procurement, sales and marketing, quality assurance and supply base.
- Communicated project plans and progress to key stakeholders and project contributors.
- Gathered project requirements through interactions, meetings and walkthrough with potential application users and to develop business requirements documents (BRD) and user mockups.
- Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
- Collaborated with business users, technical teams, database administrators and testing teams during kickoff meetings, joint application designing and planning sessions to validate requirements.
- Outlined work plans, determined resources and wrote timelines as part of project scope determination.
- Closely collaborated with project members to identify and quickly address problems.
- Identified innovative and automated approaches to routine tasks, making suggestions that were widely received.
Sales Coordinator/OPTIX Administrator
COX Communication
West Warwick, RI
06.2010 - 06.2014
- Enhanced availability of workflow through company-wide planning, thorough testing, efficient implementation and comprehensive support.
- Lead design and review sessions with technical and business staff to reconcile business needs.
- Fostered strong rapport with clients, vendors and stakeholders through consistent follow-up and communication.
- Improved operation procedure between IT provider and end-users to create focused solutions.
- Analyzed and assessed proposed system changes and determined impact to users.
- Evaluated business data and reported findings to inform stakeholders for process improvement initiatives.
- Provided client support on system operation and troubleshooting.
- Monitored employee tasks, evaluating information processing and performance to gauge business functions and inefficiencies.
- Gathered requirements and performed gap analysis through design workshops with users.
- Resolved or escalated problem tickets to resolve user issues.
- Investigated and addressed system issues to enhance usability and improve functionality.
- Developed flowcharts and diagrams to describe and lay out logical operational steps.
Sales Support Specialist
COX Communication
West Warwick, RI
03.2008 - 06.2010
- Oversaw sales operations and support functions for sales channel
- Support Sales Representatives in areas of performance including data entry accuracy, productivity, and schedule adherence to minimize sales channel conflicts.
- Oversaw sales order entry end to end.
- Coordinated responses and resources to handle special client requests.
- Helped cultivate and maintain business relationships by professionally handling partner and customer needs.
- Provided best-in-class real-time sales support for customers while leading by example for team members.
- Supported Cox Business sales team by benchmarking reports.
- Prioritized helping customers over completing other routine tasks.
- Developed strong rapport with customers and created positive impression of business.
Retention Customer Service Representative
COX Communication
West Warwick, RI
02.2007 - 03.2008
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Recommended products to customers, thoroughly explaining details.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Handled Residential customers in fast-paced call-center setting in coordination with solid team of 12 customer service associates.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Investigated and resolved accounting, service and delivery concerns.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
Customer Service Sales Representative
COX Communication
West Warwick, RI
01.2006 - 02.2007
- Computed total costs and profit requirements for customer sales to provide accurate pricing.
- Determined customer needs and interests to recommend Cox Residential to customers.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Worked independently with minimal supervision.
- Recorded accurate and efficient records in customer database.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Informed customers of promotions to increase sales productivity and volume.
- Maintained relevance and fluency on company offerings and industry trends.
- Presented professional image consistent with Cox's brand values.
- Contributed to team objectives in fast-paced environment.
Education
Associate of Arts - General Studies
Community College of Rhode Island
Warwick, RI 09.1994 - 05.1997
Bachelor of Arts - US History
Rhode Island College
Providence, RI 09.1998 - 05.2003
Associate of Arts - Film And Video Production
New England Institute of Technology
Warwick, RI 09.2004 - 05.2006
Skills
Quality assurance
Implementation strategies
Effective communication
Data analysis
Data Collection Monitoring
Project Management
Industry standards knowledge
Business requirements analysis
Microsoft Office
Accomplishments
- Achieved effective business requirements through helping with business processes for Order Management and Robotics Process Automation.
- Document changes to the business and resolve with process improvements.
- Resolved product issue through consumer research & testing.
- Efficient in communicating level of effort, estimates and timeline to the customer.
Additional Information
- Excellent problem-solving abilities
- Excellent communication skills
- Excellent work ethics
- Application knowledge & experience in OPTIX, ICOMS, OBIEE, Tableau, TOMS, GEMS, Granite, Telcordia and Remedy.
Certification
Six Sigma Green Belt
Timeline
Technical Analyst III
COX Communication
04.2019 - Current
Technical Project Manager I
COX Communication
06.2016 - 03.2019
Six Sigma Green Belt
01-2011
Sales Coordinator/OPTIX Administrator
COX Communication
06.2010 - 06.2014
Telcordia
01-2010
Sales Support Specialist
COX Communication
03.2008 - 06.2010
Retention Customer Service Representative
COX Communication
02.2007 - 03.2008
Customer Service Sales Representative
COX Communication
01.2006 - 02.2007
Associate of Arts - Film And Video Production
New England Institute of Technology
09.2004 - 05.2006
Bachelor of Arts - US History
Rhode Island College
09.1998 - 05.2003
Associate of Arts - General Studies
Community College of Rhode Island
09.1994 - 05.1997