Heather Sullivan
632 Airport Rd.
Ashland, Pa 17921
(570)875-0706
sully3@ptd.net
Education
8/2003 - 12/2005
Pennsylvania State University
Harrisburg, Pa 17057
Bachelors Degree in Information Sciences and Technology with specialized studies in Information Context: People, Organizations, and Society option.
9/2000 - 5/2003
Pennsylvania State University
Schuylkill Haven, Pa 17972
Associates Degree in Information Sciences and Technology with specialized studies in network technology option.
9/1996 - 6/2000
North Schuylkill Jr./ Sr. High School
Ashland, Pa 17921
High School diploma with general studies in college prepatory.
Work Experience
10/2009 - Present
Net Solution Specialist
Network Solutions
Drums, Pa 18222
Handle inbound customer calls for the Web Tools skill area through the use of system administration tools and processes. Remain fully aware of the availability of all Network Solutions domain related products so that every opportunity to meet our customer's needs is taken. Achieve productivity related targets, quality targets, sales targets, including sales and revenue objectives, average handle time, log in time, available time, schedule adherence, Service Request closures and quality measures.
5/2007 - 2/2009
P&D Service Manager
FedEx Ground
Auburn, Pa 17922
Assisting in planning of daily pickup and delivery operations. Management of inbound and outbound sorts. Reviewing of daily reports to analyze shortfalls in operations in order to make action plans to improve upon. Handling of customer service and complaint calls appropriately. Auditing of daily operations to ensure proper processes are in place. Weekly reviews of financial budgets and adjusting operations accordingly to adhere to. Maintaining compliance with OSHA and D.O.T standards. Reviewing of weekly, monthly, and quarterly safety meetings with drivers, contractors, employees, and clerical staff. Completion of customer service rides every fiscal year. Monthly inspections of delivery vehicle fleet to maintain standards. Holding regular business discussions with P&D contractors.
10/2006 - 5/2007
Administrative Clerk III
FedEx Ground
Orwigsburg, Pa 17961
Managing and support of inbound and outbound sorts. Reviewing quality of van loads. Maintaining of load charts to properly assist sorts. Handling of special need packages. Obtaining special delivery instructions. Assisting contractors in daily operations of their business. Handling of customer service calls. Processing of international shipments. Handling of daily deposit and assisting with daily check-in and check-out procedures.
4/2006 - 10/2006
IT Specialist
First National Bank of Berwick
Berwick, Pa 18603
Troubleshooting, repairing and maintaining of all PC support issues within the bank and its branches. Handling of customer service phone calls relating to internet banking issues. Creating, and updating as necessary, an inventory log of all systems. Downloading and installing of all updates available for windows and anti-virus software network wide.
7/2002 - 4/2006
Quality Assurance Clerk
FedEx Ground
Orwigsburg, Pa 17961
Assisting contractors daily by acquiring route directions, calling customers to obtain instructions, handling customer service phone calls, along with the processing and filing of international package shipment paperwork.
Skills and Qualifications
200 Hour Internship
North Schuylkill School District
Information Sciences & Technology
Tasks performed were monitoring of network, setting up and configuration of wireless network along with access points, observation of school district web page development, partitioning and reformatting of older computer systems, entire system inventory of all devices contained within school district.
200 Hour Internship
PJDiscount.com Website
Information Sciences & Technology
Tasks performed were the overall design, creation, and implementation of an E-commerce website.
Operating Systems
Windows 3.1, 95, 98, Me, 2000 Professional, XP Professional, XP Home, Vista, 7, and NT operating systems along with Linux.
Office Productivity
Microsoft Office Suites 97, 2000, XP, and 2003 editions, Microsoft Visio, Project 2003, One Note 2003, Microsoft Works, and Corel Word Perfect Office.
Web Development
HTML, Macromedia Dreamweaver UltraDev v5.0, Macromedia Dreamweaver MX, and Microsoft FrontPage. Internet Explorer, Netscape Navigator, and Mozilla Firefox browsers. E-mail clients such as Outlook Express, Outlook, Mozilla Thunderbird, Eudora, and Netscape Communicator. Anti-Virus software such as McAfee, Freedom, AVG, and Symantec bundles.
Software Engineering
C++, HTML, Java, and JavaScript. Microsoft Visual Studio v6.0 and .NET, Turbo C++, Borland C++, and Eclipse.
Network Technologies
Network topologies, LANs, WANS, Intranets, wireless capabilities, and TCP/IP, FTP Protocols. Ability to construct various networking cable types such as patch and crossover cables.
Image Rendering
Polaroid PhotoMax, Olympus Camedia, IrfanView, Microsoft Movie Maker, Paint, Imaging, Video Capturing, and Adobe Photoshop.
Typing Capability
120 words per minute.
Other
American Red Cross CPR and First Aid Certified.