PROFESSIONAL
EXPERIENCE
Skycoat, LLC, Ellsworth, WI
2014
Assistant (temporary assignment)
·
Charged with
managing the ISO9001 quality program; and creating the company safety
program. Train employees on program requirements. Document new processes.
·
Edit company
website as required. Manage production inventory.
Archonix Systems, Woodbury, MN
2014
Installation Specialist
·
Recruited by
peer to join a fast growing company and help launch EMR product and train
super users in Minnesota county jail medical facilities. Assigned to document
the product, ie… functional descriptions and online help documentation.
Assisted clients with pre-installation configurations.
IBM, Dubuque, IA 2011 –
2014
Project Coordinator-Audit & Compliance
·
Team Lead
position was eliminated so was offered a position on the Kaiser 1ST team helping
to develop the audit & compliance program for the server patching team.
Team
Lead- Contract Management Services (Promotion)
·
Reinstated
continuous improvement committees.
·
Reduced ISM
ticket entry time by 40%.
·
Created
personal metrics program and implemented 2Q.
·
Received
Manager’s Choice Award for practice of Listen for Need, Envision the
Future
Dispatcher-
Incident/Problem/Change
·
Awarded an
IBM Service Excellence monetary award for exceptional customer service.
·
Analyzed all
incoming incident/problem/change work and assigned to appropriate resources
ensuring customer Service Level Agreement attainment.
·
Led
continuous improvement team charged with finding process efficiencies.
Reduced inefficiencies in report preparation by 20%; and task scheduling by
1.8 FTE.
University of Wisconsin-Platteville, Platteville,
WI
2011 – 2014
Adjunct Instructor,
·
Courses
taught: Production Planning and Control
(online), Industrial Design for Production (online), Principles of Safety
(classroom).
Diane K. Ballard,
Page 2
Healthland, Minneapolis, MN
2010 – 2011
Business Analyst (Contract position)
·
Elicited
application and process requirements; and authored installation &
maintenance guide for new product release meeting needs of all internal and
external stakeholders.
·
Gathered /
evaluated state RUG data for Healthland LTC clients and transferred into
functional documentation for technical services team; delivered product on
time.
Office Team Temporary Staffing, St. Paul, MN(while
completing PhD program) 2006 –
2009
Office Manager for engineering firm
·
Prepared
engineering documentation transmittals for customers with no errors.
·
Challenged
with liquidation of obsolete inventory resulting in unexpected revenue of
over $5000 for the company through in-house recycling and creative sales
initiatives.
Accounting Assistant for private university
·
Prepared
Perkins and Nursing loan reports according to federal requirements resulting
in 100% compliance.
·
Assisted
Senior Accountant with credit card account reconciliation ensuring 100%
system changeover accuracy.
University of Wisconsin-River Falls, River Falls,
WI
2004 – 2006
Program Manager
·
Managed all
aspects of outreach activities for youth and senior study non-credit programs
including
needs assessment, program planning and operations management.
Program Coordinator
·
Reduced
outreach customer paperwork by 90% by streamlining registration process.
·
Built Access
database to collect marketing expenses per college/program as an avenue for
providing outreach program managers an organized analysis of marketing
expense data.
Wisconsin Indianhead Technical College, New Richmond, WI
1997 – 2003
Adjunct Instructor
·
Part-time
instructor for the Supervisor/Management program. Courses taught included
Employee Training, Change Management, Supervision and Leadership Development,
Problem Solving and Decision Making Process, and Meeting Management.
TAPEMARK Company, St. Paul, MN
1998 – 2000
Customer Service Manager
·
Improved
employee satisfaction in dynamic and demanding customer service environment
through development of an internal training and career progression program
for the Project Coordinator position.
·
Certified
internal auditor for initial ISO certification process. Authored and managed
all ISO documentation for customer service department contributing to
successful site certification.
·
Member of
TAPEMARK Corporate Strategy team. Responsible for metrics related to customer
satisfaction.
Unisys, Roseville,
MN
1998
Computer Operator
·
Ran system
test scripts on third shift for A Series and 2200 Series as directed by
System Analysts.
GS Electric, Hudson, WI
1997 – 1998
Production Supervisor
·
Delivered
DuPont STOP Safety program training to production employees.
·
Designed
and delivered decision-making training to production line leaders and
decreased production
downtime by 35%.
·
Internal
auditor for all quality control and production ISO 9000 documentation.
Diane K. Ballard,
Page 3
DuPont Photomasks, Inc, Round Rock,
TX
1990 –
1996
Manufacturing Supervisor
·
Directly
supervised 15 technicians in a class-10 cleanroom semiconductor production
environment. Facilitated production employee quality teams. Member of
safety audit team.
Business Analyst
·
Assigned to
manage customer service side of new computer integrated manufacturing
software
system. Collaborated with other departments on various module teams to
ensure customer service requirements were
recognized during process planning.
·
Authored
training manual and trained customer service personnel at multiple plant
sites resulting in stress-free implementation of new order entry system.
·
Received
Level Four monetary recognition award for accomplishing assigned project
goals.
Technical
Customer Service Representative
·
Managed
national and international accounts in fast paced customer support environment
where priorities changed often and independent problem solving was
expected. Received Level 3 monetary award for exceptional customer
service delivery.
·
Certified
member of ISO 9000 internal audit team and author of customer service
department documentation. Interpreted complex elements and policies of
quality system
impacting multiple areas of organization, and communicated compliance
guidance to
pertinent departments contributing to site maintaining ISO 9000
certification.
·
Leader of the
first Customer Service employee involvement team at DuPont, which
developed and implemented a customer product specification library for use by
engineering,
manufacturing, and quality departments.