Application Support Analyst with 8 years in technical and customer support roles. Effectively identifies problems using advanced troubleshooting skills.
Revolution Online (ROI) and Blackbaud/Convio expert
Database management and maintenance
Microsoft Office expert
HTML based WSYIWYG environment
Customer service oriented
11/2008 to Current
Application Support AnalystAmerican Lung Association － Henderson, NV
Provide Level 1 non-programming technical expertise and
support in managing and developing strategies in the use of all aspects of the
CRM to 500 ALA employees nationwide.
Perform the daily data integration between Blackbaud/Convio and
ROI, as well as identify and resolve issues that interfere
with the data sync, including but not limited to, transactional and/or donor data.
Collaborate with the Business Analyst to develop business
processes for data integration.
Manage the importation of direct mail transactions into ROI,
as well as troubleshoot any exceptions.
Act as support team
point-person for finance-related procedures, including G/L interface, source
Utilize the ticket system to track, identify and escalate
issues to Level 2 support, if necessary.
documentation and training materials, as well as technical scripts for online
Conduct web-based trainings
to field staff in the use of the CRM.
07/2007 to 11/2008
Accounts Receivable ClerkMandalay Bay Resort & Casino － Las Vegas, NV
Accounting duties included, but not limited to, calculating, posting,
verifying documents and organizing & securing daily financial information.
Guest service handling room charges, retail and food & beverage
disputes, via phone and electronically.
Other duties included reconciling general ledger accounts month end,
processing journal entries, and posting adjustments for credit or debit
Researched and processed travel agent commissions.
Responsible for American Express
credit card retrievals and chargebacks.
08/2006 to 07/2007
Non-Gaming Audit ClerkMandalay Bay/Mandalay Place － Las Vegas, NV
Processed daily audit for 11 retail and 9 food & beverage outlets.
Reconciled revenue figures, room charges and comps with daily reports.
Prepared Revenue and Managerial reports.
Acted as a liaison with the stores General Managers on revenue variances.
Researched credit card discrepancies by locating original receipts and
comparing guest signatures.
12/2004 to 07/2006
Customer Service Representative/ReceptionistCrescenta Valley Insurance － Glendale, CA
Supported and assisted the Commercial Lines Manager.
Processed administrative tasks including entering new & renewal
policies, endorsements, cancellations, certificates of insurance, binders,
cancellation requests and auto ID cards.
Responsible for processing and coding commission statements.
Served as a receptionist for the first 6 months of employment by
answering incoming telephone calls, welcoming clients and other administrative
Education and Training
Bachelor of Arts: SociologyUniversity of California, San Diego － La Jolla, CA