1. Sheila Crane
2102 Dalton Park CT, Spring TX 77373
832.479.9561 src.analyst@gmail.com
PROFESSIONAL SUMMARY
Ambitious and motivated, with more than 10 years’ experience in administrative support, training,
technical support and account management. Experienced Business Analyst with acquired transferable
skills in Operations Support and Program Implementation. Proficient in Microsoft Office, desktop
publishing and various other software applications.
SKILLS
Implementation Specialist Interpersonal skills Engaging conversationalist
Business Writer Creative thinker Experienced Public Speaker
Program Coordination Results-driven Experienced Office Assistant
ACHIEVEMENTS
• Developed reports to survey readership resulting in a more streamlined publication.
• Coordinated community service workshops to increase volunteer pool
• Designed editorial content for The Liberty Bell.
• Developed and managed blog for Atlanta Consultants AfterCare, Inc.
• Launched digital publication of The Liberty Bell.
• Increased subscriptions by 135% with the addition of digital media.
• Collaborated with webmaster; re-branded, built, launched and managed new website for ACA.
• Championed fundraising activities for clients through crowd funding sites GoFundMe and
Indiegogo
• Partnered with outside sales channel to provide training to authorized agents on new software.
• Cleared 65% of total trouble tickets via email, phone, online chat and remote desktop (RDC).
• Received Outstanding Service Award for consistently providing exceptional customer service
• Responded to 100% of blogger inquiries and posts
TOOLS USED
WordPress Adobe Acrobat Google Analytics
HTML MS Office RSS
Audacity ScreenScape
QR Code Generator Stitcher

2. Sheila Crane
2102 Dalton Park CT, Spring TX 77373
832.479.9561 src.analyst@gmail.com
PUBLICATION PLATFORMS
Facebook YouTube Digg
Twitter reddit Google+
LinkedIn Instagram Google Blogger
EXPERIENCE
July 2009 – April 2015 MD&E (AT&T) – Business Analyst
• Serve as intermediary among IT, management, and end users.
• Facilitate meetings to resolve application errors.
• Communicate with system engineers and developers concerning application errors and outages.
• Handle escalations engaging the management team when needed.
• Actively participates on conference (crisis) bridge with management and development team to
resolve issues.
• Evaluate change requests and direct request to the pertinent IT group.
• Helped to create and maintain a knowledge base of process documents.
• Created Ad-hoc reports as requested by management.
• Test work around and updates created by IT groups.
• Provide application support; serving as subject matter expert (SME) and filtering information
to Siebel end users.
• Connect with end user via remote desktop to provide assistance.
August 2007 – Sept. 2009 MD&E (AT&T) – Technical Support Specialist
• Provided desktop support to end-users preformed trouble shooting system problems, software
installation, upgrades, and operating system configuration.
• Create trouble tickets for end user via BMC Remedy Action Request ticketing system.
• Ensured trouble tickets are properly queued, tracked and resolved system to ensure SLA is met.
• Escalated issues to Tier II support teams when required.
• Received a promotion; to the position of Business Analyst.

3. Sheila Crane
2102 Dalton Park CT, Spring TX 77373
832.479.9561 src.analyst@gmail.com
January 2005 – August 2007 Venturi Staffing Partners, Atlanta, GA – Account Rep
• Managed order fulfillment process.
• Performed customer needs analysis to qualify discounts and maintain company standards.
• Performed account creates in database.
• Negotiated wholesales discounts. Liaise with customer service managers in solving customer
escalations.
• Promoted to manage Atlanta, GA showroom for appointments and private shows
• Promoted to open Dallas, TX showroom for market
• Promoted to assist with Las Vegas, NV markets
January 2000 – December 2012 Atlanta Consultants AfterCare, Atlanta GA – Director
• Managing fundraising efforts to support programs and operational budget.
• Authored the mission, vision and core values for the organization.
• Created and maintained website and Facebook page establishing an online presence for the
organization.
• Editor of the Liberty Bell a newspaper published by ACA for our subscribers.
• Managed content and articles submitted for publication corrected any errors spelling,
punctuation, and grammar
• Rewrite copy and fact check when necessary. Assisted with layout design of publications.
ACTIVITIES
Toastmasters International • Frankly Speaking Club #2898, District 56 November 2014 to
present
Currently serving as club Secretary, duties include maintaining an accurate membership roster. Keep the
records and minutes of club meetings and executive meetings, the Club Constitution and By-Laws.
Conversant in parliamentary procedure. Assist the President in preparing the semi-annual report,
membership roster, and dues, to be received by World Headquarters.
EDUCATION
University of Southern Mississippi
Bachelor of Science in Merchandising, December 1987