~ Résumé~ROY AVERY

235 Butler Hill Road ~ Knoxville Pa 16928(814)326-4713

royaveryiv@gmail.com

Objective I desire to secure my position with your company, applying my experiences and expertise in the Customer Care and Technical industries.

Employment National Customer Care Reporting Analyst Feb 2001 – Present

Time Warner Cable (transitioned from Adelphia Communications Aug 06) Coudersport, PA 16915

I am responsible for reporting and data analysis for National Customer Care center metrics. Reporting subject matter expert. Expert exploit of data and analytical tools such as:

TELEPHONY: ETS STUDIO/CMS MS OFFICE: Excel, PowerPoint, Access, etc . . SQL: MSSQL Studio, Oracle SQL Developer AUTOMATION: VBS, VBA, Python, VisualCron REPORTING: MS SharePoint, Tableau, Microstrategy Web and Desktop SPC (Statistical Process Control): Correlation/Regression, Analysis of Variance (ANOVA),

Process Control Run Charting

I play a key role in developing and maintaining data and reporting automation. As a benchmark in my field at Adelphia, I advanced from the position of Data Analyst for the Coudersport High Speed Data Call Center to the position of National Customer Care Reporting Analyst for Adelphia. I successfully transitioned to Time Warner. I assumed the reporting duties for Sales and Video call centers while continuing to provide reporting and analysis to the High Speed Internet tier.

My contribution during my time with Adelphia and Time Warner Cable towards financial analysis includes: Operating Expense Variance analysis, Telco analysis, Cost per: call / CSR / Subscriber. Also, I have identified opportunities for improvement within the scope of general ledger entry methods and coding. Additionally, Thus I contributed to Adelphia’s successfully emerging from bankruptcy.

I assumed reporting duties for the Quality Assurance Group and several other reporting Analysts after these 20+ positions were eliminated due to down-sizing. Because of my knowledge of dbase and automation, I not only met these reporting obligations, but also provided new innovations that exceeded the expectations of the target audiences.

I fully embrace teamwork and frequently am leveraged to assist other areas of the enterprise, such as Sales, Retention, all internal Market call centers, with their reporting and analysis.

High Speed Internet Tech Support Engineer Level I Feb 2000 - Feb 2001

Adelphia Power Link Coudersport, PA 16915

Efficient and accurate diagnosis and resolution of high speed internet access technical problems. Solid customer relations skills. Assist diagnosis of network related problems. Maintained an occupancy rating of 124 (80-125 being the desired range - 125 being the best), for TAC, Technical Assistance Center.

Quality Process Coordinator Years Employed 1998-2000

SMC Powder Metallurgy Galeton, PA 16922

Contribute significantly to the success of our QS-9000 program. I was a key contributor towards continuous production process improvement. I became the resident specialist of Statistical Process Control.

Thru professionalism I acquired the status of Supplier quality contact for such Big 3 suppliers as Borg Warner, Delphi-Saginaw of Spain and Cummings Engines of Jamestown NY.

Utilize Statistical Process Control, leadership qualities, training ability, and computer technology. Coordinate APQP (Advanced Product Quality Planning) activities. Data analysis tools  employed: ANOVA, X bar&R and other control charts, Process Capability Studies - Ongoing CpK, Preliminary PpK. Identify trends, causes of process variation and recommend methods to minimize process waste. Engineer process controls developing Process Control Plans, Flow diagrams and Process Failure Modes Effect and Analysis. Communicate processing instructions to personnel via visual aids and instructions

Sintering Lead-man 1st Class Years Employed 1993-98

SMC Powder Metallurgy Galeton, PA 16922

Utilizing Statistical Process Control and computer technology and l I supervised and trained 2nd and 3rd class sintering set up personnel and operators. I was responsible for the quality and quantity of work performed. My responsibilities also included setups and monitoring of PM sinter furnaces, trouble shooting, diagnosis, and correction of process problems. I employed Data analysis tools such as;  Xbar&R and  CpK. Proficiency as Sintering Lead-man led to qualification  for advancement to staff as Quality Process Coordinator.

Cable Communications Sub-Contractor Years Employed 1987-92

New Jersey and Pennsylvania Area Glassboro N.J. 08080

From High school onward I subcontracted as an installation technician for CATV contracting firms. I performed residential and commercial installation, rewire, pre-wire, FCC mandated rebuild as well as trouble shooting and repair. I was responsible for distribution and return of addressable converters and payment collection, non-pay and seasonal disconnects. I cultivated professional work practices, solid navigational and safety faculties in addition to positive customer relations practices that have contributed to the success of subsequent career activities.

Education / Courses Certificate - Business to Technology – Business Analyst

‘University of Google’ – I self-teach to adapt to just about any situation.

Adelphia Corporate Academy - Millennium

GL accounting structure SQL for AP activity Financial Variance analysis  

Certificate - Quality Technician 1998

Penn State - Continuing Distance Education Du Bois Pa.

Failure Mode and Effects Analysis Continuous Performance Improvement (64 hrs of SPC) Geometric Tolerancing Fundamentals Geometric Tolerancing Applications Functional Gauging and Inspection

Certificate - Digital Electronics Years Attended 1985-87

Gloucester Co. Vocational Technical Sewell NJ

4.0 GPA, Awarded- Academic Certificate of Excellence.

Diploma - Washington Twp. H.S. Years Attended 1981-87 Sewell NJ

4.0 GPA, Merit Achievement Award - Who's Who among America's High School Students.

Skills Office PC systems hardware and applications. Including:

ODBC KANA (email support) MS Word

Visual Basic (VBA) Micro Strategy Some AutoCADAAD (contact records) Microstrategy SQLARS (contact records) MS Access SupportSoft (chat support)CMS (Avaya) MS Excel –Pivot Tables!! TableauConsona (chat support) MS Outlook Turbo CADeGain (email support) MS PowerPoint VisualCron (automation)IEX (workforce mgt) MS SQL Server Mgt Studio Witness (QA)

Customer relations Statistical Process Control and Analysis

Analysis of Variance (ANOA) Pareto / Histogram QS900 Disciplines

Attribute Analysis (PoD)PPAP (Pre-Production Approval Process)

Regression / Correlation

Covariance Process Capability (Cp) Run Chart (X-Bar&R)DFMEA / PFMEA Process Performance (CpK) Z CalcErlangC Calculator

5+ years CATV installation and troubleshooting equipment and techniques.