CHARMANE M.

MORRIS
15143 Sunset Drive • Dolton, Illinois 60419
Home: 708.841.4582 • Email: charmane151@sbcglobal.net

PROFESSIONAL PROFILE

My background includes extensive experience in the following areas: Executive Assistant,

Telecommunications Administrator, Project Management, Customer Service, Network Specialist (Help
Desk), System Administration, End User Training, Desktop Publishing and Executive Administrator to a
CFO, Vice President and IT Director. I hold an Associates Degree in Computer Science and Certificates
in Telecommunications.

EXPERIENCE

University of Chicago Medical Center, 5841 So. Maryland, Chicago, IL 60637

2005.2009 Administrative Assistant, IV

Coordinated meetings and scheduled conference rooms using an on-line calendar system; arranged hotel
and airline reservations and local travel plans. Coordinated collection and preparation of operating
reports, such as time-and-attendance records, terminations, new hires, transfers, budget expenditures,
and statistical records. Identified priorities; recognized and resolved or referred problems. Performed
administrative and management support activities; assisted in the development and coordination of the
department budget, purchase orders, personnel transaction forms. Communicated effectively both orally
and in writing. Used a range of position-related software applications. Assisted in preparation of budget
needs and annual reports of organization. Directed services, such as maintenance, repair, supplies, mail,
and files. Compiled, stored, and retrieved management data, using various software applications.
Managed interpersonal relationships and interacted/communicated with clarity, tact and courtesy with
patrons, patients, staff, faculty, students and others.

CCH, Inc. 4025 W. Peterson – Chicago, IL 60646

2004-2005 Call Center Support Specialist

Managed and maintained Aspect Workforce Management System. Prepared business cases and
presented to management. Developed user acceptance test criteria. Deployed new applications to adhere
to business rules. Overall coordination of project plans and tasks. Diplomatically resolved complex call
flow issues. Coordinated system troubleshooting efforts as needed to resolution. Analyzed procedures to
effectively introduce process improvements when necessary. Worked closely with Managers to meet
aggressive performance targets, monitored real-time performance, and provided analysis of key
performance data. Managed multiple workloads and prioritized responsibilities to meet various
timeframes. Assumed special projects as requested by management. Updated historical data for
accuracy in forecasting. Maintained accurate records and process changes. Created and edited Call
Control Tables (CCTs) to route and prioritize incoming calls, manage and launch outgoing calls, and
manage resources. Served as central resource for procedural questions from all staff. Monitored real time
call center performance and made real time decisions to minimize hold times by routing calls on hold
based on individual associate skill level, work load, call type and call volume. Determined call routing
preferences based on order of call importance, individual associate skill level and call volumes. Using the
Symon Enterprise Server Administrator set up and defined LED display units and panels, and other
output devices. Using Symon Composer created published messages using a combination of text,
message attributes, Symon Enterprise Server variables, published fields, and calculated fields. Using
eQuality Balance (Witness Systems) recorded customer contacts from interaction entry through call
resolution. Performed random monitoring and monitoring in free-seating environments. Responsible for
equipment setup and installation of all new call center employees.
 McCain Foods - 2905 Butterfield Rd. - Oak Brook, IL 60523-1102
Voice Communications Administrator

Implemented and maintained Lucent Definity G3si PBX, Intuity Audix voicemail software, and Call
Accounting system for corporate location. Performed all A(add)M(move)C(change)D(delete) functions.
Analyzed through diagnostics, problem areas in telephone system and took appropriate action. Monitored
the business environment and assessed technological trends and advancements to determine the
feasibility of integrating new technology into existing corporate infrastructure. Analyzed system results to
create lowest possible cost management. Produced regular, timely and accurate narrative and financial
reports including switching systems, voicemail, VPN, cellular, and paging equipment. Supervised the
installation, analysis, configuration and repair of primary voice communications. Ensured that
vendors/suppliers complied with corporate technical standards and guidelines in the provision of new
technologies, products and services. Maintained working relationship with external telecommunications
vendors and service providers. Coordinated with the network manager, and executive committee as
required. Monitored telecommunications budget. Processed billing for all voice communications globally,
including cellular, VPN, calling cards and telecommuters. Provided technical advice to end-users.
Assisted 13 U.S. locations with problems related to voice/data communications. Created appropriate and
accessible procedures, operating and training manuals. Maintained and monitored all video-conferencing
equipment.

Accomplished a 33% reduction in telecommunication expenses.

Managed the Y2K upgrade and installation of telecommunications equipment for 13 U.S. locations.
Centralized wireless communications accounts for 200+ employees located throughout the U.S.
Implemented and maintained E911 database.

Network Specialist
Technical support position. Assisted with installation, troubleshooting, configuration and repair of network
communications equipment, i.e. PC’s, printers and other peripherals. Worked with clients as field and help
desk technician. Provided technical advice to end-users.

Assisted in the installation and upgrade of 300+ computers for Y2K.

Created and maintained Y2K equipment/software database.
Assisted IT Director in maintaining Y2K budget.

Executive Assistant
Supported both Director and Vice President of IT. Coordinated travel arrangements, meeting planning,
on-site, telephone and videoconferences and executive scheduling. Prepared reports/documents and
maintained files. Wrote professional memos and prepared Powerpoint presentations. Worked
independently to handle multiple tasks. Interacted with all levels of management. Coordinated off-site
events for department.
R. R. Donnelley & Sons – 7501 Quincy - Willowbrook, IL 60654
1978-1996 Layout Artist
Provided input on database creation, alteration and extraction procedures. Analyzed client copy and
performed data entry into appropriate electronic medium. Created templates and tags. Established
layout/style specifications. Manipulated and converted images. Proofread documents for style, grammar,
accuracy and quality. Tested and provided documentation for database applications/training materials.
Coordinated workflow between team members. Trained team members and freelance help. Trained
customers on the use of DES (Donnelley Editing System).

EDUCATION

A.S.; South Suburban College, South Holland, IL

CERTIFICATIONS

Global Knowledge
Telecommunications Fundamentals I
Telecommunications Fundamentals II
Converging Voice and Data Network
Lucent Technologies
Definity Administrative Training
Intuity Messaging Solutions
Operating System Experience
Windows 3.1, 95, 98, NT, XP, 2000
MAC “Intermediate”
Software Experience
Office Suite (Word, Excel, Powerpoint, Access, Front Page, Outlook)
PhotoShop Xyvision PageMaker Lotus Notes
Quark Express FrameMaker Quick Books Visio
Oracle