Summary
Overview
Work History
Education
Skills
References
Certification
Timeline
AdministrativeAssistant

DANETTE CITTI

Sacramento,CA

Summary

Motivated, tech-savvy professional with an extensive background in project leadership, technical support, and education. Returning to the workforce with a passion for customer service and problem-solving. Brings decades of proven communication, training, and technical support experience across academic, government, and business environments. Skilled in guiding teams, improving processes, and delivering top-tier service.

Overview

36
36
years of professional experience
2
2
Certification

Work History

Office Manager

Nelson dental designs
01.2021 - 01.2024
  • Successfully process incoming dental prosthetic prescriptions and data entry into dental lab management program, Magic Touch.
  • Successfully handled all accounts receivable and accounts payable.
  • Answered phone calls and handled all email correspondence with vendors, clients, and service contractors.
  • Organized and maintained all business records and documentation.

Department Analyst – Program Evaluation

COUNTY OF SONOMA, HUMAN SERVICES DEPARTMENT – INFORMATION INTEGRATION DIVISION
01.2011 - 01.2012
  • Successfully negotiated and developed contracts on behalf of Sonoma County.
  • Developed and applied procedures and criteria for the evaluation of the effectiveness and efficiency of programs operated directly by the County.
  • Provided on-going staff support to Boards, Councils, and Special Committees; prepared evaluation documents for review and action by committees; prepared written reports and provided follow-up activities resulting from specific committee actions.
  • Successfully identified problem areas and assessed needs for training and better clarification, which led to better development of training goals, objectives, plans and curricula.
  • Championed the organization, presentations and evaluations of training and staff development programs.
  • Consulted with supervisors, administrative and agency staff, state and federal representatives, and community groups to discuss findings, plans, regulations, policies, program development, implementation problems, workload and quality control issues.
  • Led program evaluation for SNAP-Ed pilot program, a nutrition program targeting low-income Sonoma County families.
  • Responsible for the development and implementation of evaluation strategy, research design, management, statistical analysis, conclusions, and further strategic and tactical recommendations.
  • Ensured program compliance with technical federal, state, and local guidelines.
  • Personally, oversaw direct reports and designed a comprehensive pre- and post-test, drawing from the theory of self-efficacy and the theory of planned behavior.
  • Worked closely with contracted non-profits, the Northern California Center for Well-being and the Redwood Empire Food Bank.
  • Frequently interfaced with Senior Health Services Department members and stakeholders.
  • Guaranteed validity and other research activities were reported accurately and completed on time.

Quality Assurance Lab Assistant

ABT Corporation (Now Niku inc.)
Petaluma, CA
01.1998 - 01.1999
  • Responsible for assisting the lab manager with server installations and setup of a 70 server quality assurance (QA) lab.
  • Responsibilities included server operating system installations; Microsoft NT 4 and 2000, installation of IIS for web servers, installation of SQL Server databases and Oracle 8i and installation of company product revisions for quality assurance testing.
  • Additional responsibilities included process improvements such as the development of Access 2002 database of server hardware and software specifications.
  • Re-design of QA department intranet website, incorporating data access pages for communicating up-to-minute changes in server-side applications and operating systems.
  • Hardware troubleshooting, network administration and desktop support for QA Test Engineers.

Corporate / In-House Instructor

MINDSCAPE inc
Novato, CA
01.1997 - 01.1998
  • Coordinated and maintained current knowledge of all Mindscape products, applications, technologies, and software; recognized for providing constructive feedback to courseware development team on the structure and content of Mindscape Inc.’s training and teaching materials.
  • Administered corporate evaluation feedback for continual improvement of training delivery processes as well as other technical training materials.
  • Training process improvements and curriculum redesign resulted in increased call volume of new hire and existing representatives.
  • Responsible for arranging training materials, tools and supplies for all in-house training sessions.

Technical Support Supervisor

BRODERBUND SOFTWARE
Novato, CA
01.1992 - 01.1995
  • Supported all hardware, software and infrastructure components for Broderbund including PCs, printers, telecom, and application related issues.
  • Successfully escalated issues to second level support and other major vendors.
  • Performed major development and change management role for Direct Marketing Division of Broderbund Software.
  • Process improvements in the areas of: interview procedures, performance evaluation guidelines, and revised job descriptions.
  • Successfully analyzed and instituted employee incentive programs and restructured department resulting in significant sales, department, and call volume growth.
  • Recognized by HR for developing a diverse, productive and positive workforce.

Educational Specialist

UNITED AIRLINES / COVIA PARTNERSHIP
San Francisco, CA
01.1988 - 01.1992
  • Instructed full range of courses on the Apollo Computer Reservation System (CRS) requiring excellent product knowledge and technical Skills.
  • Change management for travel agency conversions from other CRSs to Apollo and from CRT monitors to Personal Computers.
  • Managed multimillion-dollar project with a team of six Apollo Instructors to redesign FocalPoint scripts exhibiting innovative product development.
  • Achieved high successful project results with significant improvements in functionality and productivity.
  • Recognized for strong work ethic, resiliency, dedication, and commitment to customer service when other team members were unable to perform job duties following a major natural disaster (1989 Loma Prieta earthquake).
  • Evaluated and strengthened United Airlines curriculum planning, individual lessons and in-depth teaching methods for Apollo & FocalPoint scripts.
  • Guaranteed the current and accurate records of expenses incurred during travel and ensured expenditures were within budget guidelines.

Education

Ph.D. - Experimental Psychology

TEXAS TECH UNIVERSITY
Lubbock, Texas
01.2010

M.A. - Experimental / Social Psychology

TEXAS TECH UNIVERSITY
Lubbock, Texas
01.2007

B.A. - Psychology

SONOMA STATE UNIVERSITY
Rohnert Park, California
01.2003

Skills

  • Training and evaluation
  • Corporate training leadership
  • Public presentations
  • Customer service and support
  • Supervisory management
  • Communication skills
  • Project leadership and management
  • Process improvement
  • Accounts payable/receivable
  • QuickBooks Online proficiency
  • Microsoft Office Suite proficiency
  • Adobe Acrobat and Photoshop skills
  • AI prompt engineering
  • Database administration
  • Strategic planning
  • Scheduling coordination
  • Information protection
  • Proposal writing
  • Account reconciliation
  • Administrative oversight

References

Professional References Available Upon Request

Certification

  • IBM Generative AI Prompt Engineering Basics
  • Google Technical Support Fundamentals

Timeline

Office Manager

Nelson dental designs
01.2021 - 01.2024

Department Analyst – Program Evaluation

COUNTY OF SONOMA, HUMAN SERVICES DEPARTMENT – INFORMATION INTEGRATION DIVISION
01.2011 - 01.2012

Quality Assurance Lab Assistant

ABT Corporation (Now Niku inc.)
01.1998 - 01.1999

Corporate / In-House Instructor

MINDSCAPE inc
01.1997 - 01.1998

Technical Support Supervisor

BRODERBUND SOFTWARE
01.1992 - 01.1995

Educational Specialist

UNITED AIRLINES / COVIA PARTNERSHIP
01.1988 - 01.1992

Ph.D. - Experimental Psychology

TEXAS TECH UNIVERSITY

M.A. - Experimental / Social Psychology

TEXAS TECH UNIVERSITY

B.A. - Psychology

SONOMA STATE UNIVERSITY

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