The document provides a summary of qualifications and work experience for Amanda Jane McCauley of Omaha, Nebraska. She has over 15 years of experience in information technology, customer service, and management roles, including her current position as a Senior Network Routing Analyst at Marriott International since 2011. Prior to that, she held roles as a Network Routing Analyst and Regional Lead at Marriott International Reservation Center. She has a range of technical skills including various networking and routing software, as well as Microsoft and Linux operating systems. McCauley also has customer service, sales, and management experience from previous retail roles. She is pursuing an associate's degree in Information Technology/Business Web Development from Metropolitan Community College.

1. Amanda Jane McCauley
5726 Pratt Street
Omaha, NE 68104
(402)577-1262
mccauley.amanda@gmail.com
Objective:
Information Resource Analyst
Summary of Qualifications:
 Currently use Windows Server 2008, IEX, CMS, Switch, Route It!, ICM, CUIC Webviews and Internet stat
website.
 Proficient with Microsoft Server and office programs.
 Proficient with SQL.
 Proficient with CS3, Wordpress and other Web development applications.
 Experience with web hosting.
 Experienced Website Admin.
 Experienced with hardware and software installation and updates.
 Able to effectively communicate, orally and in writing, necessary information and ideas.
 Possess strong customer/goal orientation, and excellent interpersonal, communication and PC skills
 Produced variety of business materials, including: letters, reports, proposals and forms.
 Consistent promotions to positions of increased responsibility
 Works well in a team environment or with individual work.
 Management experience
 2005 Spirit to Serve Award recipient. 2012 Shining Star recipient. 2012 Dream Team award recipient. Associate
of the month in 2013.
Education:
Metropolitan Community College. Omaha,NE
Pursuing a degree in Information Technology/Business Web Development and Hardware Maintenance.
Grade point average
 3.8
Certification:
 SIP Certified
 A+ Certified in 2008. (Have not renewed due to the cost of testing.)
 Cisco Certified for Server Installation and Networking
 Currently testing for a MCITP certification. (Microsoft Certified IT Professional. Multiple exams required for
certification)
 Linux certified in 2006. (Have not renewed since MC certifications are more desirable.)
Application Proficiency:
 Cisco Telephony
 Cisco ICM Service Controls
 ICM Intelligent Call Management and Configuration
 IEX Scheduling Package
 Avaya Site Administration CMS
 Avaya Site Administration Switch
 Avaya Call Management

2.  AT&T Route It!
 Microsoft Windows XP OS
 Microsoft Windows 7 OS
 Microsoft Windows Server 2003 OS
 Microsoft Windows Server 2008
 Microsoft SQL
 Microsoft Office Applications
Experience:
Senior Network Routing Analyst
Marriott International
January 2011-Current Date
Omaha NE
 Delegate and enact immediate, autonomous decisions based on analysis of each site’s on-going
performance data, including issuing downtime based on the cumulative share of calls to minimize
World Wide Reservation’s costs, balancing call volume to maximize potential revenue, and issuing
same-day overtime to assist when not meeting performance goals.
 Find solutions for escalated service or technical issues reported to the Network Routing Center.
 Anticipate and educate department to utilize knowledge of trending patterns throughout all hours of
each center’s operations. Execute changes in call distribution through various Lucent and AT&T
Network sub-systems.
 Maintain managerial communications at all levels with each center and Network Routing Analysts.
 Ensure the routing team is balancing call volumes and maximizing agent productivity at each center in
an equitable manner.
 Implement and update appropriate emergency procedures when necessary. In emergency situations,
take immediate action in re-routing call volume, notify Center management at all centers (at home, if
needed) of the situation to assist in call handling requiring non-essential personnel on phones, and
monitor situation maintaining contact with all Centers of any progress in resolving emergency
situations.
 Analyze and create half-hourly, daily, weekly, period and annual call volume statistical reporting for all
GRS, MRW and CC Centers. Process and prepare the operational and ad-hoc reports.
 Each associate is expected to carry out all reasonable requests by management, which the associate is
capable of performing and delegate down as necessary.
 Approve scheduling requests and manage staffing accuracy for the virtual home agents.
 Provide elevated service to the contact centers
 Maintain script audit process
 Take notes during Op's calls. Distribute notes and a follow up.
 Attend weekly Op's follow up meeting and take meeting notes.
 Maintain Documentation ie MU Skill Breakdown, Hours of Op, center DR documentation, training
info
 Provide support with routing hardware/software updates/upgrades
 Maintain CUIC reporting.
 Maintain ICM Enterprise Service Lists .
 Provide routing analysts support and training with routing tools/applications.
 Schedule and coordinate Monthly Contact Center Emergency tests.

3.  Train new Routing Analysts
Network Routing Analyst
Marriott International
November 2007-January 2011
Omaha, NE
 Enact immediate, autonomous decisions based on analysis of each site’s on-going performance data, including
issuing downtime based on the cumulative share of calls to minimize World Wide Reservation’s costs,balancing call
volume to maximize potential revenue, and issuing same-day overtime to assist when not meeting performance goals.
 Anticipate and utilize knowledge of trending patterns throughout all hours of each center’s operations. Execute
changes in call distribution through various Lucent and AT&T Network sub-systems.
 Maintain managerial communications at all levels with each center.
 Balance call volumes and maximize agent productivity at each center in an equitable manner.
 Implement appropriate emergency procedures when necessary. In emergency situations, take immediate action in
re-routing call volume, notify Center management at all centers (at home, if needed) of the situation to assist in call
handling requiring non-essential personnel on phones, and monitor situation maintaining contact with all Centers of
any progress in resolving emergency situations.
 Analyze half-hourly, daily, weekly, period and annual call volume statistics for all GRS, MRW and CC Centers
for use in daily, periodical and annual reporting. Process and prepare the operational and ad-hoc reports.
 Each associate is expected to carry out all reasonable requests by management, which the associate is capable of
performing.
 Approve scheduling requests and manage staffing accuracy for the virtual home agents.
Regional Lead
Marriott International Reservation Center
January 2006
Omaha, NE
 Acquired skills with IEX, CMS, Internet Stats, MARSHA,OSCAR,PMS, Billing web site, and the Hotel
extranet.
 Acquired knowledge of how staffing works on the Regional Desk and how that affects the centers staffing goals
 Used critical thinking skills to determine actions needed to keep staffing in line with the Regional Departments
call handling goals
 Received Service Plus training
 Acquired effective communication skills
Regional Lead Back Up
Marriott International Reservation Center
April 2005
Omaha, NE
 Fine tuned customer service skills
 Gained an understanding of how staffing works in the Regional Department
Reservation Sales Associate and Customer Care Regional Desk
Marriott International Reservation Center
February 2004
Omaha, NE
 Acquired knowledge of the hotels in the Regional markets and their surrounding attractions

4.  Acquired a higher level of customer service skills
World Wide Reservations and Customer Care Sales Associate
Marriott International Reservation Center
August 2003
Omaha, NE
 Gained knowledge of the reservation computer systems
 Acquired knowledge of the different Marriott International hotel brands
Area Manager-Old Market
New Realities, ETC, Namaste
July 1999
Omaha, NE
 Managed 40 employees
 Managed 3 retail stores
 Hired/Fired employees
 Gave performance evaluations
 Created weekly schedules for all 3 stores
 Took inventory of product
 Ordered Product
 Created product displays
 Excelled in customer service
 Excelled in sales
 Excelled in customer education of product
 Made bank deposits
 Created weekly sales reports