Carolyn Busby
73 Valley Brook Drive Dawsonville, GA 30534
Summary Experience includes 30+ years in technical industry including database administration; remote and onsite support for both hardware and software; customer escalation management; global OEM partner training manager; and 2 years as a Microsoft product trainer of Microsoft Office applications and operating systems. Experience Surety Bond Girls, LLC, a local start up business which provides surety bonds, permits, and insurance in multiple states. Director of Media and Operations; Underwriter (11/15 – present) I wear many hats with this small business. I am a frontline contact for customers - advising on what is necessary for their surety bond and/or garage insurance needs. I work directly with multiple major surety companies to issue bonds, and became a certified Property & Casualty Agent in early 2016. On the back end, I am responsible for process automation, application creation, server maintenance via Rackspace cloud hosting, SQL Server database administration, Adobe Muse website design, correspondence automation for customers and partners, marketing materials, social media management (Facebook, Twitter, Instagram, Google Business, online review generation, etc), IT software and hardware troubleshooting, upgrades, and configuration. Software used on a daily basis: Microsoft Server, Microsoft Office, Google G-Suite (administrator role), Citrix Logmein for desktop remote access and VPN tunneling, Adobe Creative Cloud (Muse, Photoshop, Acrobat, Illustrator, etc via SaaS subscription), Bond-Pro, Auto Data Direct (VIN reports), SQL Server. Adtech Global (recently acquired by Verint), a hardware/software company that delivers solutions and services to help over 1,500 clients run their businesses more efficiently by focusing on improving business performance through contact center solutions, OEM solutions, IP phone solutions and networking solutions. Customer Support Technician III (04/14 – 07/14) Responsible for maintaining high customer satisfaction within Adtech Global’s existing installed customer base. I worked closely with the Customer Support Manager to effectively manage the total volume of incoming calls/tickets to keep outstanding tickets to an agreed acceptable level. Worked closely with the Customer Support Manager on VP assigned special requests and projects. Was responsible for meeting and measuring SLA of customer support tickets assigned to Tier 1 and Tier 2 technicians. Also responded to customer issues and provided customer support as assigned, and worked with the Quality team on corrective action plans as needed. Verint Systems – Witness Actionable Solutions, a software company that provides a complete WFO solution - which brings workforce management (WFM), quality monitoring/full time recording, enterprise reporting, performance management, call recording analytics, and e-learning software/services together under a unified framework. Global OEM Technical Enablement Manager (12/09 – 04/14) Formed and managed the training team to enable OEM and SaaS partners to support and install the Verint products on a global scale. I worked directly with partners on a daily basis to ensure that Verint was meeting their enablement needs. Global OEM Escalation Manager (12/07 – 12/09) Managed business partner escalations to ensure that customers receive attention in the areas of global Support, Training, Engineering, and Professional Services to the point of issue resolution and customer satisfaction. Also managed OEM training resources for global partner enablement. Product Readiness Team Manager (11/06 – 12/07) Role was to prepare the company for the next release of the product; covering Sales, Professional Services, and Support globally. The team disbanded shortly after Witness was acquired by Verint. Tier 3 Team Lead, Engineering (12/05 – 11/06) Managed all code fix requests as they came through to the Tier 3 engineers. Facilitated between the Support and Engineering teams globally to ensure that all of the necessary information was gathered. Documented and communicated code fixes out to the field. Customer Care Manager, Customer Interaction Center (03/03-12/05) Performed the same duties as the previous support engineer position while focusing on the top 20 maintenance revenue customers, as well as managing a team of 10 who also performed this role. Senior Product Support Engineer, Customer Interaction Center (09/01 - 03/03) Served as an escalation point of contact for customer-related issues not resolved by Tier 1 personnel, communicating with customers via phone, web, chat, and email (multi-channel call center communications). Remotely analyzed specific customer troubles to determine and remedy the root cause by observing system performance, trouble symptoms, by analyzing system / application logs, and running database queries Determined the need for Development involvement to resolve code issues based on the analysis above Communicated problem resolution to the customer and insure proper operation of the system Determined the need for Knowledge Base articles in order to allow Tier 1 personnel to quickly resolve common / repeat problems Provided real-time support for personnel working at customer sites Fully documented customer issues and resolutions in the company’s trouble ticketing system; including Onyx, Remedy, and Oracle CRMs. Mentored/critiqued Tier 1 personnel in order to improve the skill set of the organization Narrowed down to the issue via troubleshooting to the phone switch (Aspect / Nortel / Avaya / Geotel), server, workstations, or telephones based on CTI (telephony) or multi-channel configurations Traveled globally to customer sites and partner offices as needed, representing the company in a professional and capable manner Geac Computers (formerly Clarus Corporation and SQL Financials Corporation), a software development company providing E-Commerce, Financial (ERP) and HR software to various industries. Remote Database Administrator (10/99 – 09/01) As a Senior Technical Consultant in the Professional Services Organization, I performed daily SQL Server database tuning, reporting, and backups for our software customers through remote connectivity such as VPN/IP, Citrix ICA Client, or PCAnywhere. Application Support Specialist (12/97 - 10/99) My role was to ensure that the sales force could effectively demonstrate Clarus applications from both a hardware and software standpoint and to test software compatibility with potential third party add-ins and partners. Built and administered web terminal server hosting Clarus e-commerce and back-office applications for remote demos Coordinated, configured and updated all Sales' laptops Met with Development team regularly to discuss "bugs" in new releases of our applications found while preparing demos Implemented Sales' portion of company wide integration with ONYX, a pipeline management tool Represented Sales Department on Y2K Internal Readiness Committee (16 month project) Systems Support Engineer (10/96 - 12/97) My focus was to provide helpdesk supervision and technical support to a fast growing company with an IS team of 10 people. Interviewed, scheduled and provided technical escalations for helpdesk Installed and configured O/S and application software on laptops and desktops Built PCs and replaced hardware as needed Administered user accounts through Novell, NT and Exchange Administrator Implemented company-wide end user conversion from MS Mail to MS Exchange Digital Equipment Corporation, (1/96 - 10/96) Provided first level hardware support for DEC desktop and laptop PCs in multiple operating system environments. Solvay Pharmaceuticals, (1/95 - 1/96) Provided on-site and remote hardware and software support HomeBanc Mortgage Corporation, (10/92 - 1/95) As the Corporate Trainer, I developed and implemented eighteen computer training classes (including Windows, MS Office, MS Works, MS Publisher, Lotus Organizer and CorelDRAW applications) for 250+ employees. Graphics Consultant, (7/91 - 10/92) Independent Contractor SunAmerica, Inc., (4/88 - 7/91) Lead Annuity Customer Service Representative Fulton Federal Savings and Loan Association, (1/85 - 4/88) Senior Customer Service Representative Education Georgia State University, Bachelor of Science, 1991
Carolyn Busby
73 Valley Brook Drive Dawsonville, GA 30534
Summary Experience includes 30+ years in technical industry including database administration; remote and onsite support for both hardware and software; customer escalation management; global OEM partner training manager; and 2 years as a Microsoft product trainer of Microsoft Office applications and operating systems. Experience Surety Bond Girls, LLC, a local start up business which provides surety bonds, permits, and insurance in multiple states. Director of Media and Operations; Underwriter (11/15 – present) I wear many hats with this small business. I am a frontline contact for customers - advising on what is necessary for their surety bond and/or garage insurance needs. I work directly with multiple major surety companies to issue bonds, and became a certified Property & Casualty Agent in early 2016. On the back end, I am responsible for process automation, application creation, server maintenance via Rackspace cloud hosting, SQL Server database administration, Adobe Muse website design, correspondence automation for customers and partners, marketing materials, social media management (Facebook, Twitter, Instagram, Google Business, online review generation, etc), IT software and hardware troubleshooting, upgrades, and configuration. Software used on a daily basis: Microsoft Server, Microsoft Office, Google G-Suite (administrator role), Citrix Logmein for desktop remote access and VPN tunneling, Adobe Creative Cloud (Muse, Photoshop, Acrobat, Illustrator, etc via SaaS subscription), Bond-Pro, Auto Data Direct (VIN reports), SQL Server. Adtech Global (recently acquired by Verint), a hardware/software company that delivers solutions and services to help over 1,500 clients run their businesses more efficiently by focusing on improving business performance through contact center solutions, OEM solutions, IP phone solutions and networking solutions. Customer Support Technician III (04/14 – 07/14) Responsible for maintaining high customer satisfaction within Adtech Global’s existing installed customer base. I worked closely with the Customer Support Manager to effectively manage the total volume of incoming calls/tickets to keep outstanding tickets to an agreed acceptable level. Worked closely with the Customer Support Manager on VP assigned special requests and projects. Was responsible for meeting and measuring SLA of customer support tickets assigned to Tier 1 and Tier 2 technicians. Also responded to customer issues and provided customer support as assigned, and worked with the Quality team on corrective action plans as needed. Verint Systems – Witness Actionable Solutions, a software company that provides a complete WFO solution - which brings workforce management (WFM), quality monitoring/full time recording, enterprise reporting, performance management, call recording analytics, and e-learning software/services together under a unified framework. Global OEM Technical Enablement Manager (12/09 – 04/14) Formed and managed the training team to enable OEM and SaaS partners to support and install the Verint products on a global scale. I worked directly with partners on a daily basis to ensure that Verint was meeting their enablement needs. Global OEM Escalation Manager (12/07 – 12/09) Managed business partner escalations to ensure that customers receive attention in the areas of global Support, Training, Engineering, and Professional Services to the point of issue resolution and customer satisfaction. Also managed OEM training resources for global partner enablement. Product Readiness Team Manager (11/06 – 12/07) Role was to prepare the company for the next release of the product; covering Sales, Professional Services, and Support globally. The team disbanded shortly after Witness was acquired by Verint. Tier 3 Team Lead, Engineering (12/05 – 11/06) Managed all code fix requests as they came through to the Tier 3 engineers. Facilitated between the Support and Engineering teams globally to ensure that all of the necessary information was gathered. Documented and communicated code fixes out to the field. Customer Care Manager, Customer Interaction Center (03/03-12/05) Performed the same duties as the previous support engineer position while focusing on the top 20 maintenance revenue customers, as well as managing a team of 10 who also performed this role. Senior Product Support Engineer, Customer Interaction Center (09/01 - 03/03) Served as an escalation point of contact for customer-related issues not resolved by Tier 1 personnel, communicating with customers via phone, web, chat, and email (multi-channel call center communications). Remotely analyzed specific customer troubles to determine and remedy the root cause by observing system performance, trouble symptoms, by analyzing system / application logs, and running database queries Determined the need for Development involvement to resolve code issues based on the analysis above Communicated problem resolution to the customer and insure proper operation of the system Determined the need for Knowledge Base articles in order to allow Tier 1 personnel to quickly resolve common / repeat problems Provided real-time support for personnel working at customer sites Fully documented customer issues and resolutions in the company’s trouble ticketing system; including Onyx, Remedy, and Oracle CRMs. Mentored/critiqued Tier 1 personnel in order to improve the skill set of the organization Narrowed down to the issue via troubleshooting to the phone switch (Aspect / Nortel / Avaya / Geotel), server, workstations, or telephones based on CTI (telephony) or multi-channel configurations Traveled globally to customer sites and partner offices as needed, representing the company in a professional and capable manner Geac Computers (formerly Clarus Corporation and SQL Financials Corporation), a software development company providing E-Commerce, Financial (ERP) and HR software to various industries. Remote Database Administrator (10/99 – 09/01) As a Senior Technical Consultant in the Professional Services Organization, I performed daily SQL Server database tuning, reporting, and backups for our software customers through remote connectivity such as VPN/IP, Citrix ICA Client, or PCAnywhere. Application Support Specialist (12/97 - 10/99) My role was to ensure that the sales force could effectively demonstrate Clarus applications from both a hardware and software standpoint and to test software compatibility with potential third party add-ins and partners. Built and administered web terminal server hosting Clarus e-commerce and back-office applications for remote demos Coordinated, configured and updated all Sales' laptops Met with Development team regularly to discuss "bugs" in new releases of our applications found while preparing demos Implemented Sales' portion of company wide integration with ONYX, a pipeline management tool Represented Sales Department on Y2K Internal Readiness Committee (16 month project) Systems Support Engineer (10/96 - 12/97) My focus was to provide helpdesk supervision and technical support to a fast growing company with an IS team of 10 people. Interviewed, scheduled and provided technical escalations for helpdesk Installed and configured O/S and application software on laptops and desktops Built PCs and replaced hardware as needed Administered user accounts through Novell, NT and Exchange Administrator Implemented company-wide end user conversion from MS Mail to MS Exchange Digital Equipment Corporation, (1/96 - 10/96) Provided first level hardware support for DEC desktop and laptop PCs in multiple operating system environments. Solvay Pharmaceuticals, (1/95 - 1/96) Provided on-site and remote hardware and software support HomeBanc Mortgage Corporation, (10/92 - 1/95) As the Corporate Trainer, I developed and implemented eighteen computer training classes (including Windows, MS Office, MS Works, MS Publisher, Lotus Organizer and CorelDRAW applications) for 250+ employees. Graphics Consultant, (7/91 - 10/92) Independent Contractor SunAmerica, Inc., (4/88 - 7/91) Lead Annuity Customer Service Representative Fulton Federal Savings and Loan Association, (1/85 - 4/88) Senior Customer Service Representative Education Georgia State University, Bachelor of Science, 1991
Carolyn Busby
73 Valley Brook Drive Dawsonville, GA 30534
Summary Experience includes 30+ years in technical industry including database administration; remote and onsite support for both hardware and software; customer escalation management; global OEM partner training manager; and 2 years as a Microsoft product trainer of Microsoft Office applications and operating systems. Experience Surety Bond Girls, LLC, a local start up business which provides surety bonds, permits, and insurance in multiple states. Director of Media and Operations; Underwriter (11/15 – present) I wear many hats with this small business. I am a frontline contact for customers - advising on what is necessary for their surety bond and/or garage insurance needs. I work directly with multiple major surety companies to issue bonds, and became a certified Property & Casualty Agent in early 2016. On the back end, I am responsible for process automation, application creation, server maintenance via Rackspace cloud hosting, SQL Server database administration, Adobe Muse website design, correspondence automation for customers and partners, marketing materials, social media management (Facebook, Twitter, Instagram, Google Business, online review generation, etc), IT software and hardware troubleshooting, upgrades, and configuration. Software used on a daily basis: Microsoft Server, Microsoft Office, Google G-Suite (administrator role), Citrix Logmein for desktop remote access and VPN tunneling, Adobe Creative Cloud (Muse, Photoshop, Acrobat, Illustrator, etc via SaaS subscription), Bond-Pro, Auto Data Direct (VIN reports), SQL Server. Adtech Global (recently acquired by Verint), a hardware/software company that delivers solutions and services to help over 1,500 clients run their businesses more efficiently by focusing on improving business performance through contact center solutions, OEM solutions, IP phone solutions and networking solutions. Customer Support Technician III (04/14 – 07/14) Responsible for maintaining high customer satisfaction within Adtech Global’s existing installed customer base. I worked closely with the Customer Support Manager to effectively manage the total volume of incoming calls/tickets to keep outstanding tickets to an agreed acceptable level. Worked closely with the Customer Support Manager on VP assigned special requests and projects. Was responsible for meeting and measuring SLA of customer support tickets assigned to Tier 1 and Tier 2 technicians. Also responded to customer issues and provided customer support as assigned, and worked with the Quality team on corrective action plans as needed. Verint Systems – Witness Actionable Solutions, a software company that provides a complete WFO solution - which brings workforce management (WFM), quality monitoring/full time recording, enterprise reporting, performance management, call recording analytics, and e-learning software/services together under a unified framework. Global OEM Technical Enablement Manager (12/09 – 04/14) Formed and managed the training team to enable OEM and SaaS partners to support and install the Verint products on a global scale. I worked directly with partners on a daily basis to ensure that Verint was meeting their enablement needs. Global OEM Escalation Manager (12/07 – 12/09) Managed business partner escalations to ensure that customers receive attention in the areas of global Support, Training, Engineering, and Professional Services to the point of issue resolution and customer satisfaction. Also managed OEM training resources for global partner enablement. Product Readiness Team Manager (11/06 – 12/07) Role was to prepare the company for the next release of the product; covering Sales, Professional Services, and Support globally. The team disbanded shortly after Witness was acquired by Verint. Tier 3 Team Lead, Engineering (12/05 – 11/06) Managed all code fix requests as they came through to the Tier 3 engineers. Facilitated between the Support and Engineering teams globally to ensure that all of the necessary information was gathered. Documented and communicated code fixes out to the field. Customer Care Manager, Customer Interaction Center (03/03-12/05) Performed the same duties as the previous support engineer position while focusing on the top 20 maintenance revenue customers, as well as managing a team of 10 who also performed this role. Senior Product Support Engineer, Customer Interaction Center (09/01 - 03/03) Served as an escalation point of contact for customer-related issues not resolved by Tier 1 personnel, communicating with customers via phone, web, chat, and email (multi-channel call center communications). Remotely analyzed specific customer troubles to determine and remedy the root cause by observing system performance, trouble symptoms, by analyzing system / application logs, and running database queries Determined the need for Development involvement to resolve code issues based on the analysis above Communicated problem resolution to the customer and insure proper operation of the system Determined the need for Knowledge Base articles in order to allow Tier 1 personnel to quickly resolve common / repeat problems Provided real-time support for personnel working at customer sites Fully documented customer issues and resolutions in the company’s trouble ticketing system; including Onyx, Remedy, and Oracle CRMs. Mentored/critiqued Tier 1 personnel in order to improve the skill set of the organization Narrowed down to the issue via troubleshooting to the phone switch (Aspect / Nortel / Avaya / Geotel), server, workstations, or telephones based on CTI (telephony) or multi-channel configurations Traveled globally to customer sites and partner offices as needed, representing the company in a professional and capable manner Geac Computers (formerly Clarus Corporation and SQL Financials Corporation), a software development company providing E-Commerce, Financial (ERP) and HR software to various industries. Remote Database Administrator (10/99 – 09/01) As a Senior Technical Consultant in the Professional Services Organization, I performed daily SQL Server database tuning, reporting, and backups for our software customers through remote connectivity such as VPN/IP, Citrix ICA Client, or PCAnywhere. Application Support Specialist (12/97 - 10/99) My role was to ensure that the sales force could effectively demonstrate Clarus applications from both a hardware and software standpoint and to test software compatibility with potential third party add-ins and partners. Built and administered web terminal server hosting Clarus e-commerce and back-office applications for remote demos Coordinated, configured and updated all Sales' laptops Met with Development team regularly to discuss "bugs" in new releases of our applications found while preparing demos Implemented Sales' portion of company wide integration with ONYX, a pipeline management tool Represented Sales Department on Y2K Internal Readiness Committee (16 month project) Systems Support Engineer (10/96 - 12/97) My focus was to provide helpdesk supervision and technical support to a fast growing company with an IS team of 10 people. Interviewed, scheduled and provided technical escalations for helpdesk Installed and configured O/S and application software on laptops and desktops Built PCs and replaced hardware as needed Administered user accounts through Novell, NT and Exchange Administrator Implemented company-wide end user conversion from MS Mail to MS Exchange Digital Equipment Corporation, (1/96 - 10/96) Provided first level hardware support for DEC desktop and laptop PCs in multiple operating system environments. Solvay Pharmaceuticals, (1/95 - 1/96) Provided on-site and remote hardware and software support HomeBanc Mortgage Corporation, (10/92 - 1/95) As the Corporate Trainer, I developed and implemented eighteen computer training classes (including Windows, MS Office, MS Works, MS Publisher, Lotus Organizer and CorelDRAW applications) for 250+ employees. Graphics Consultant, (7/91 - 10/92) Independent Contractor SunAmerica, Inc., (4/88 - 7/91) Lead Annuity Customer Service Representative Fulton Federal Savings and Loan Association, (1/85 - 4/88) Senior Customer Service Representative Education Georgia State University, Bachelor of Science, 1991