Mary Cornwell
1792 Chevalier Drive
San Jose, CA 95124
408.978.3475
crnwl1@aol.com
Career Profile:
Results-driven business systems analyst with over 10 years of experience. Superior ability to correlate business, technology and functional requirements to effectively develop and implement business-critical processes, systems and tools in line with user and business needs. Adept at building and maintaining cohesive working relationships with business users and technical team members whether on site or in dispersed work groups. Particular expertise in web publishing, web traffic analysis, and development of self-serve web sites for training new users and corporate work groups.
Core Competencies:
Web Development & Publishing
Web Traffic Analysis
Technical/User Support
Training & Instruction
Project Management
Process, Performance & Quality Improvement
Transformation & Cultural Change
Data Integrity & Recovery
System Upgrades & Releases
Authoring Business and Technical Specifications
Research & Analysis
Usability Tests / Planning
Program Management
Career Accomplishments:
Business Analyst, Web Publishing and Analytics – 2000-2005, Xilinx Inc., San Jose (Semiconductor Industry - Field Programmable Gate Arrays)
Successfully championed and managed the web analytics program from initial tool evaluation through implementation. Concomitantly created a training program incorporating online support and self-serve tutorials, virtual training sessions, and train-the-trainer workshops to establish and mentor a novice user group which evolved into an effective global team of business partners empowered to gather, report and analyze web site metrics in support of their business-specific web initiatives. Ranked as “company expert” for web analytics participating as SME with business owners and technical implementation teams in all web initiatives. Developed and cultivated a monthly analysis of Xilinx interactive activities and published monthly executive summary reports.
Key contributions:
* Partnered with executive management in the development and execution of a strategic initiative for cultural change focused on performance management. This contribution championed a highly successful web-based “scorecard” program to promote growth and development of individual contributors, managers and teams. The affect of clearly understood objectives and goals, coupled with quarterly measurement, evaluation and communication of results manifested tangible positive change (28% overall improvement in quarter to quarter comparisons). Primary responsibilities included development of KPI’s (key performance indicators), measurement criteria and tools, training program, analysis and reporting.
* Reduced application and database support time dedicated to analytics tool by 50% through (1) proactively building an agreement and delivering application training to IT managers, and (2) through the development of a base-level test and trouble-shooting plan for IT use. Not only did this save over 10 support hours per week, this process empowered IT to independently work through application issues and resolutions which resulted in an additional 35% reduction of business staff time.
* Project manager of successful initiative to secure approval, funding and replacement of analytics tool in order to accommodate new database driven web site. Formal project conducted with core and stakeholder teams, over 250 formalized, ratified and weighted business requirements. Responsibilities also included full composition of functional specifications, timelines, development of project web site for communication of status and issues to leads, IT, and stakeholders; performed research and analysis of tools, developed methodologies for vendor selection, gap analysis; assisted in the negotiation of contracts and worked with IT to establish implementation environments for parallel system operation.
Systems Analyst, World-Wide Customer Support – 1998-1999, Xilinx, Inc., San Jose
Wholly responsible for managing technical support and operations of the Aspect ACD call center in multi-tiered, 24-7 environment. Responsibilities included training and support of users and supervisors; identification of technical system issues; coordination and implementation of resolutions involving network connectivity, hardware, application bridges and associated servers, routers, remote access and storage devices; maintaining data integrity, programming call control tables and application upgrades, Y2K compliance and applications reporting. Partnered with multiple cross-functional teams as technical liaison with IT, Clarify, Telecom, Sales Force Automation, University Program, and Customer Education.
Key contributions:
* Expanded the utilization of the ACD by investigating compatible matches and developing services for 5 new departments realizing tens of thousands in savings due to reduced staffing through the automated conveyance of repetitive information and the direct delivery of key clients to company experts. Additionally, department expenses were considerably reduced through the distribution of the high costs associated with the ACD system among the groups.
* Increased call center efficiency through the management and integration of new call center features, e.g. AMISA voice mail, WinSet-remote VOIP, Clarify real-time application bridge, as well as redesigning desktop “real-time status” application using Visual Basic programming.
* Honored with "Quality" recognition award for achieving “100% Uptime” of ACD Call Center for two years running—never before achieved.
Information Systems Analyst, MIS - 1996-1997, Xilinx, Inc., San Jose
Successfully managed help desk application (Remedy) for MIS and Desktop support organizations. Performing front line/back line user support which included licensing and training users, maintaining data integrity, schemas, filters, and application bridges as well as partnering in version upgrades and migrations.
Key contributions:
* Selected to participate on key web design team to facilitate primary build and launch of corporate intranet. Foremost responsibilities included the successful development and launch the MIS web site and the first ever Desktop “self-serve” application support site; trained and mentored gatekeepers to code, launch and maintain department web sites throughout the corporation. Earned reputation as “best trainer and trouble-shooter” on team.
* Developed and published web-based monthly IT performance metrics. Visibility of online reports and analysis ignited a surge of performance measurement initiatives throughout the corporation and a new status as the “web metrics guru”. This success led to recruitment and promotion to the web publishing group in Marketing to facilitate the procurement of the first web analytics enterprise application and program for Xilinx.
* Other notable contributions included production of redesigned, upscale version of corporate phone directory; established one global employee database from multiple sources, instituting and maintaining data integrity.
Executive Administrator – 1995, Xilinx, Inc., San Jose
Transformed text based corporate finance policies and procedures into on line interactive document for controller. Core team participant on major project for delivering a global point of sale and demand deposit accounting system, maintaining all project documentation and timelines. Assisted in the preparation and filing of SEC documents 10K, 10Q, S3, S8, debt offerings and corporate annual report. Functioned as key corporate contact and administrator of record retention and archiving. Rapidly promoted to systems analyst in MIS within first year of heir.
Executive Administrator 06/93 to 10/94
Red Brick Systems, Los Gatos (relational database management software)
Supported President/CEO, vice president of sales and marketing, and sales organization. Responsible for coordination of board of directors meetings, sales conferences/events, trade shows and customer training classes. Extensive experience drafting slide presentations, editing/producing marketing collateral, educational materials, board packets, and documentation used in support of the above positions.
Manager, Provider Relations and Member Services 09/90 to 06/92
Medical Dimensions, Inc., San Jose (physicians association)
Functioned in a multi faceted managerial role in provider relations, contract administration, and membership services. Responsible for board of directors and executive meeting coordination and presentations. Supported CEO/President of Board. Established computerized system for tracking accounts receivables, member claims issues and membership representation by service areas. Prepared and presented education forums for physician members and their staff. Conceptualized and produced newsletter column for physician members. Successfully constructed and implemented a credentialing process for physician applicants. Initiated and administered employee safety program. Helped coordinate corporate move.
Community Work Experience:
ARH Recovery Homes, Inc., San Jose, 2005 - Present
Presently serve on Board of Directors. Successfully developed and launched corporate web site. Current webmaster and finance committee member.
Noddin Elementary, San Jose, 1981-1989
Fundamental education advisory board, school site council, teacher assistant, fundraiser
Development Courses & Workshops:
Management:
Facilitative Leadership
Project Management
Managing within the Law
Difficult Conversations
Covey’s 7-Habits
Managing@Xilinx
Interpersonal skills
Business Writing
Landmines of Communication
Managing Inclusion
Diversity & Cultural Sensitivity
Process Mapping
Publishing & Reporting:
CustomView RW (Crystal Reports)
Frame I, II, III & Hypertext
MSExcel I, II, III & Charting
Actuate Reports
Dreamweaver
Project Management
Technical / Programming:
Managing the Aspect ACD Call Center
Aspect Call Control Tables Design & Implementation
Remedy Administrator - UNIX
Oracle SQL/PLSQL
Introduction to PERL
HTML programming
VI Editor & Shell Scripting
Computer Experience:
Hardware: PC Windows 98/NT/2000/XP, Macintosh, and UNIX workstations
Software: MSOffice, MSProject, MSAccess, Adobe Photoshop, Adobe Acrobat, PageMaker, Persuasion, Quark Express, Visio, Actuate, Accrue, SurveyPro, CustomView (Crystal) Reports, FileMaker Pro, FrameMaker, HTML, Oracle Browser, Netscape, Dreamweaver MX, Fireworks, WebPosition Gold
Education:
BS, Biology/Earth Science, (Teacher credential, grades 6-12)
St. Cloud University, St. Cloud, Minnesota
University of Hawaii, Honolulu, Hawaii
|
