FELICIA BAUCOM

Pineville, North Carolina 28134 | (H) 704-759-6512 | felicia.conway@gmail.com

www.linkedin.com/in/spymystic/
Professional Summary
Insightful, well-rounded professional with experience in application support, software implementation,
health and wellness, and project coordination. Excel at providing support and solving problems while
participating in planning, analysis, and implementation. Use diverse skills to blend personable approach
with systematic, allowing for creativity and change with strong focus on learning and understanding.
Work History
Owner/Artist 11/2013 to Current
SpyMystic Designs Charlotte, North Carolina
Created unique jewelry and accessories.
Developed knowledge of multiple jewelry-making techniques.
Created and maintained website, Etsy store, and social media presence on Pinterest.
Documented cash, credit and debit transactions for monitoring tax and inventory usage.
Support Consultant 05/2012 to 06/2014
Total Health Is Natural, Inc Acworth, Georgia
Recommended holiday Pinterest promotion to encourage and reward client engagement.
Analyzed client information to offer personalized recommendations for complex issues.
Maintained database of client interactions to simplify communication between team members.
Identified website problems for immediate resolution.
Achieved certifications in nutrition and food psychology.
Submitted original written material for company newsletter.
Intermediate Application Specialist 05/2008 to 04/2012
Carolinas Healthcare System Charlotte, North Carolina
Received company award for directing outstanding device implementation at Carolinas
Rehabilitation.
Received company award for successful implementation of printer build process.
Developed and maintained documentation of service package installations using Microsoft Excel and
Access.
Served as liaison between server and application teams when installing service packages in
production and test domains.
Ensured all teams completed testing steps in preparation of code fixes and upgrades.
Solved device problems by troubleshooting printing problems and managing back-end queues.
Solved patient record problems between multiple EMR systems to ensure accurate information.
Culture Change Administrative Assistant 10/2006 to 05/2008
PG&E Corporation San Francisco, California
Promoted to permanent position after only two months of excellent contracting work.
Served as lead management contact for over 150 culture shaping workshops.
Engaged in process improvements to address needs of workshop facilitators and participants.
Developed and maintained participant tracking system by importing data from Microsoft Excel into
HRI S.
Documented procedures for planning culture workshops.
Redesigned and managed SharePoint site to communicate workshop logistics.
Presented program updates at quarterly facilitator roundtables.
Channel Operations Assistant 05/2005 to 10/2006
VMware, Inc Palo Alto, California

Collaborated with team to manage global reseller program.
Updated reseller information in tracking system to maintain accurate records of activities.
Initiated process improvements to increase reseller acceptance turnaround time.
Processed contracts and solved issues for resellers.
Oversaw timely processing of not-for-resale license requests for resellers eager to demonstrate
products.
Account Manager 02/2004 to 05/2005
Active Network (formerly OnVantage, Inc.) Santa Clara, California
Designed training documents for team members and clients using Microsoft Word.
Trained clients remotely to produce event planner websites and achieve registration goals.
Provided remote application support to facilitate process of building event websites.
Collaborated with engineers to solve back-end website problems.
Managed accounts for 25 companies, including Barclays Global Investors and Colgate-Palmolive.
Provided on-site support for Cond Nast at two bridal events to solve application problems and assist
with participant registrations.
Senior Customer Support Analyst 01/1997 to 07/2003
M*Modal (formerly MedQuist, Inc.) Charlotte, North Carolina
Simplified medical records entry and retrieval process for improved accuracy.
Designed user instructions and system documents for ease of reference.
Assessed client needs to plan technical training.
Designed customized systems and hardware based on workflow analysis.
Solved transcription software problems to ensure overall system functioning.
Trained small and large groups to facilitate learning and discussion.
Attended multiple corporate training classes to increase knowledge of new applications.
Education
Master of Arts: Psychology
Sofia University (formerly Institute of Transpersonal Psychology) - Palo Alto, California
Bachelor of Arts: Business Administration and Sociology
Converse College - Spartanburg, SC
Certifications
Certified Nutrition Coach - 2013
Certified Food Psychology Coach - 2012
Additional Information
Volunteer Service at Life's Work Center, Board of Directors, San Francisco, California 2004 - 2007 Fund
raising, resource allocation, and strategic planning for innovative nonprofit dedicated to helping
people change careers. Collaborated with team writing course content to develop accelerated
program. Prepared reports with Microsoft Excel to highlight survey responses for future planning.