Rachel Kunkel
Pomona,CA
Summary
Skilled employee with customer service, multitasking and time management abilities. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively and quickly mastering new skills. Devoted to giving every customer a positive and memorable experience. Comfortable working at multiple scales of support management. Committed to providing superlative customer care via one-on-one service interactions and large-scale support policy management.
Overview
33
33
years of professional experience
Work History
Business Analyst
Volt Information Sciences
Orange
02.2021 - 10.2023
- Partnered with stakeholders to understand business objectives to define project requirements and conducted interviews with subject matter experts to gather information on existing systems and procedures.
- Collaborated with development teams and drafted functional specifications documents outlining project scope, objectives and deliverables to ensure successful delivery of products.
- Created user stories, acceptance criteria, and mockups in Microsoft Azure and/or Jira for new features.
- Facilitated scrum ceremonies to ensure successful Agile sprint by discussing progress, impediments and plan for the day's tasks.
- Monitored project timelines and budgets by tracking milestones, deliverables, tasks entered in Smartsheet.
- Created reports and Power BI dashboards to monitor performance metrics post-release to evaluate success of new features.
- Gathered feedback from end users regarding usability issues related to applications or systems to identify areas for improvement.
Lead Application Support Analyst
Volt Information Services
Orange, CA
06.2005 - 02.2023
- Provided support to internal users on various applications that was logged in the incident tracking system (Altiris, SolarWinds)
- Reviewed monthly reports on incident resolution times and customer feedback ratings.
- Reviewed data transmission log files to identify potential problems before they occur.
- Handled user account access management, assigning credentials, distributing permissions, terminating defunct users and performed monthly audit review on user accounts.
- Worked with internal and external auditors to provide evidence during SOX compliance audit.
- Conducted training sessions for team mates and end-users on proper use of applications.
- Created knowledge base articles in SolarWinds for common problems encountered by end-users.
- Conducted regular meetings with team members to discuss challenges and develop solutions.
- Coordinated problem resolution activities with other IT departments as required.
- Participated in User Acceptance Training and assisted in the development of user documentation for new applications and features.
Sales and Marketing Representative
Belle Arte Picture Framing And Mirrors
Los Angeles
12.2002 - 06.2005
- Developed positive relationships with new and existing customers, leading to increased sales opportunities.
- Generated leads through cold-calling, networking events, and digital campaigns.
- Organized trade shows and conferences to promote products or services and assisted in developing promotional materials such as brochures, flyers, and ads.
- Prepared reports summarizing sales activity for management review.
Security Analyst
PacifiCare Health Systems
Cypress, CA
04.2000 - 08.2002
- Created new accounts, reset passwords and disabled terminated employees accounts.
- Reviewed user access rights to ensure they are appropriate given job roles.
Help Desk Team Lead
PacifiCare Health Systems
Cypress, CA
01.1997 - 04.2000
- Handled internal users escalated incidents to ensure customer satisfaction by responding promptly to inquiries, complaints, requests and concerns.
- Trained new staff members in troubleshooting procedures and the use of help desk tracking systems.
- Managed daily operations of the Help Desk including assigning tickets, scheduling shifts and monitoring performance metrics to ensure quality service delivery.
- Prepared weekly status reports detailing progress made towards resolving outstanding issues.
- Developed user manuals, FAQs, training materials and other documents related to help desk operations.
Help Desk Analyst
FHP Health Care
Costa Mesa, CA
01.1996 - 01.1997
- Provided support to internal users over the phone and email and identified user needs and provided solutions in a timely manner.
- Reported and tracked service requests using ticketing system.
- Maintained detailed documentation of user interactions, changes made, and resolutions taken in ticketing system.
Production Control Analyst
FHP Health Care
Costa Mesa, CA
07.1990 - 01.1996
- Managed scheduling system to prioritize jobs based on customer requirements and available resources.
- Monitored production schedules to ensure timely delivery of reports to hospitals and medical centers.
Education
Certification - SQL Querying
New Horizons IT Training Center
Anaheim, CA01-2010
Associate of Science - Management Information Systems
CLC Computer Learning Center
Anaheim, CA06-1991
Skills
- Application Support (PeopleSoft 92, Bullhorn ATS and CRM)
- Incident Management (Altiris, Jira, SolarWinds)
- SQL reporting (SQL Server, Oracle)
- Customer Needs Assessment
- Data Mapping
- Operations Analysis
- Data Analysis
- Microsoft Office Suite
- Power BI tools
- User Acceptance Testing
- Team Mentoring
- User Training
References
References available upon request.
Timeline
Business Analyst
Volt Information Sciences
02.2021 - 10.2023
Lead Application Support Analyst
Volt Information Services
06.2005 - 02.2023
Sales and Marketing Representative
Belle Arte Picture Framing And Mirrors
12.2002 - 06.2005
Security Analyst
PacifiCare Health Systems
04.2000 - 08.2002
Help Desk Team Lead
PacifiCare Health Systems
01.1997 - 04.2000
Help Desk Analyst
FHP Health Care
01.1996 - 01.1997
Production Control Analyst
FHP Health Care
07.1990 - 01.1996
Certification - SQL Querying
New Horizons IT Training Center
Associate of Science - Management Information Systems
CLC Computer Learning Center
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