Cynthia Tickell - Resume 2018

1. Cynthia Tickell 813-767-7549 ~ CynTickell@gmail.com ~ www.CynTickell.com
Education
• Educational Technology & Curriculum Design, Graduate Classes ~ University of South Florida
• Mass Communications (Journalism), Bachelor of Arts ~ University of South Florida
• Psychology, Bachelor of Arts,Cum Laude ~ Saint Leo College ~ Homestead Air Force Base,Florida
• Certified Nursing Assistant, Florida License CNA235737
Summary of Qualifications
Motivated Self-Starter, Enthusiastic Team Member on Collaborative Projects
Proven Creative Problem-Solving, Leadership, Facilitating and Organizational Skills
Experienced Researcher and Trainer who enjoys Ensuring Quality Services
● Research, Investigations, Clinical Work, Case Management
• Conducted Child Abuse/Neglect and Custody Investigations; Monitored treatment plan compliance
• Consulted with Medical, Psychological, Legal and Educational Professionals re: treatment/placement
• Performed extensive Literature Reviews: Relaxation Techniques, Social Skills, Abuse Investigations
• Implemented Discrete-Trial Trainings for Children with Autism and Communication Disorders
• Led Team Researching Relaxation and Social Skills for Teens with Impulse-Control Issues
• Conducted Needs-Assessment for Elderly Adults, Coordinated Community Services
• Published Reliability/Capability Reports, Evaluated Management, Training, and Communication
● Curriculum Development
• Created Curriculum for Technical Support Center introducing New Technologies and Processes,
Improved Customer Service Skills, Computer Competencies, and Quality Analysis Calibration
• Coordinated the Editing and Production Team for Florida’s first Child Welfare Certification Curriculum
● Technical and Audio/Visual Development, Production & Support
• Wrote, Performed in and Edited Training Videos (Customer Service: Exceeding Expectations,
Courtroom Testifying Skills, Aggression Control Techniques, and Social Skills)
• Wrote and Performed in Relaxation and Pain Management audio programs
• Voice Recordings for Research Program and International Company’s IVR/PBX Announcements
• Coordinated Audio/Visual Services for Presentations and Conferences, Supervised support crew
• Provided Remote Technical Support through virtual connection to clients’ computers and televisions
● Training, Presentations, Workshops, Coaching & Supervision
• Trained over 1000 Technical Support Staff in Remote Troubleshooting and Customer Service
• Supervised Tech Support Team, Evaluated Performance, Coached Skill Development
• Facilitated Training of Child Welfare Caseworkers in Professional Development Program
• Conducted Behavioral Management Workshops for Foster Parents, Big Brother/Big Sister Agency
• Trained & Evaluated Residential Program Workers in Verbal & Physical Aggression Control Techniques
• Taught Workshop to Public School Students Methods for Improving Learning and Memory Retention
• Testified as Guardian ad Litem and Child Custody Investigator in Court Hearings
● Small Business Operation & Community Service “Cynthia Tickell LLC”
• Video Portraits - Conduct & Preserve Life-story Interviews, Heritage Highlights & Legacy Wishes.
• On-call Assistant – Business and Technical Support: Coaching, Organization, Technology, Websites.
Advocate for Independent & Interdependent Living: Coordinate Appointments and Communication.
Introduce Methodical, Mechanical and Technical Solutions to maintain dignity and autonomy.
Encourage family and care partners to respect, co-nurture and achieve filial maturity and mutuality.
Assess Home Safety & Security. Assist with Projects, Wellness Checks and Emergency Respite Care.
• Brain Retrofit – Cognitive Fitness Workshop & Meetups – Host community gatherings to Promote
Brain- and Body-Healthy Activities, Review Non-medicinal Research, Teach Memory techniques
and Facilitate Brain-Stimulating Games.
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2. Cynthia Tickell 813-767-7549 ~ CynTickell@gmail.com ~ www.CynTickell.com
Professional Experience and Work History
Small Business Owner/Operator Cynthia Tickell LLC Tampa, FL (2009 - present)
See website www.CynTickell.com for summary of my independent businesses that assist and embolden clients:
Video Portraits (Interviews,Documentation), On-Call Personal Assistant (Independent Living Advocate),
On-Call Technical Assistant (Business and Technical Support, Website Design, and Computer Coaching)
Brain Retrofit (Cognitive fitness Workshops, Meetups, Games and Resources)
Trainer ’04-08, Service/Support ’08-present Computer Generated Solutions, Tampa,FL (2004 - present)
Responsible for Curriculum Development and Training at a technical support call center. Instructed weekly
classes of 5-100 trainees (Customer Service, Team-building, Remote Troubleshooting audio/visual equipment),
Coached support agents on Technical Skills and Professional Development. Worked with international team to
modify products, expand Knowledge Base and Diagnostic Tools. Wrote and performed in training video.
Analyzed data and reduced supervisor escalations with 1:1 coaching. Created software workarounds to enable
call tracking for Loss Prevention. Supported 10-90 incoming calls per day. Handled escalated supervisor calls.
Scrutinized/summarized ticket errors. Remotely assisted patients and hospital staff with a media portal for health
education, safety, and entertainment. Technical skills: Word, PowerPoint,Excel and Proprietary Software.
IVR/PBX Announcements supporting many companies (IBM, Philips, GetWell Network, Sprint, Conair, Cuisinart…)
Child Custody Investigator Thirteenth Judicial Circuit, Tampa, FL (2003-2004)
Responsible for interviewing families, witnesses and professionals to accurately report the home/life situation.
Researched family history and dynamics. Reported findings and placement recommendations to the court.
Guardian Ad Litem - Investigator, Child Advocate Thirteenth Judicial Circuit, Tampa,FL (1988-1995)
Investigated reports of abuse and neglect for the 13th Judicial Circuit. Submitted detailed reports of findings and
offered recommended actions to the court. Represented the best interests of the children involved at relevant
court hearings. Monitored cases to ensure appropriate placement of the children and ongoing support services.
Training Specialist, Editor, Production Manager University of South Florida – Tampa, FL (1987-2001)
Florida Mental Health Institute ~ Department of Mental Health,Law and Policy
Coordinated Curriculum Production and Audio/Visual services for presentations and conferences. Managed
curriculum team of editors and production staff. Created detailed systems for tracking curriculum modifications
and Florida Statute revisions. Developed and provided training to Child Welfare and Juvenile Justice staff.
Rehabilitation Specialist, ResearchAssistant University of South Florida – Tampa, FL (1982-1987)
Florida Mental Health Institute ~ Department of Child and Family Studies
Conducted research with clients to improve training and treatment programs. Created training and presentations
for Foster Parents and Child Welfare staff. Wrote,performed in and edited training videos. Provided in-depth,
one-on-one therapy to children with behavioral and communication disorders. Used sign language to reach deaf,
autistic client and task-analysis to develop and implement treatment programs.
Avionics Radar / Systems Analyst U.S. Air Force ~ Texas, Colorado, Korea, Florida (1976-1980)
F-4 Phantom Weapons Control Radar System troubleshooting and repair. Promoted to analyze reliability/capability
of aircraft, parts,equipment and compare maintenance squadrons’ performance. Honorable Discharge
Volunteer Experience
Neighborhood Watch Coordinator Tampa, FL (1993-Present)
Revitalized and coordinate Neighborhood Crime Watch program in subdivision of 163 families and surrounding
community. Created and continue to update a mapped directory for residents. Designed and maintain an email
notification system to reach over 94% of the homeowners with detailed and accurate updates. Researched and
promoted automated messaging services for notifying County residents of emergencies. (Reverse 911)
Community Advocate Tampa, FL (1980-Present)
Serve as community advocate dedicated to meeting the needs of area residents. Host educational and social
events to improve families’ health, safety and support network. Provide compassionate respite care for families
nurturing physically/intellectually/emotionally-challenged, medically fragile or elderly family members.
Coordinate schedule, care, home safety improvements and social stimulation for seniors.
Additional Backpacked through Europe and the Far East, Enjoyed SCUBA diving, Bicycling, Off-road Motorcycling,
Camping, Skiing, Softball, Racquetball and Ping Pong (vs. Table Tennis). Religious Education Director, Teen Advisor,
Group Home Respite Parent, Big Sister Mentor, Science MuseumDocent, Scout Leader and School Tutor. 2018
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