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A distinguished senior-level Information Technology Application Specialist with extensive experience in the full life cycle of software development, installation, setup, training, along with documentation.Proven ability to bridge communication between clients, salesmen, and developers to provide productive solutions.Excellent communication skills with emphasis on building strong client relations regarding Customer Service and Public Relations.Exceed at implementing best practice methodologies and continuous company improvement.Experienced at interfacing with key business units including Management, Accounting, Technology, Service, Operations, and Administration in a multi-cultural nationwide arena.Traveled nationwide to conduct presentations, installations, and training.Proven ability to work without supervision.

Confirmed areas of expertise: team building, public and client relations, large scale deployments, rapid deployments, process improvements and best practices, development negotiations.


Technology Proficiency
Software/Technology: Microsoft Office Suite, Visio, Works, Adobe, Dispatch Direct, Audit Direct, DateDelta, Quick Reports report designer, Citrix MetaFrame Presentation Server, Inter-Tel, GoToAssist, GoToMyPC, GoToMeeting, GoToWebinar, RealVNC, Remote Desktop Protocol   Operating Systems:  Microsoft Windows 97-XP, Microsoft Vista, Microsoft Windows NT   Programming: Visual Basic, HTML, SQL   Database Engines: Microsoft SQL Server, MSDE, Borland, Sybase Adaptive Server Enterprise, Sybase SQL Anywhere   Other:  Setup of users for access to applications and Web Portal on Citrix server

Work experience

Aug 2004Mar 2009

Senior Application Specialist

Dispatch Direct, LLC

Service dispatching software application designed to manage the dispatching of personnel and resources for such clients as Home Depot, Eveready Industrial Services, Cole Plumbing, Troy Tech Services, and Affiliated Systems, Inc.Client industries included but not limited to:Alarm & Security, Blueprint, Chemical Cleanup, Electrical, Fire Protection, Health Care, HVAC, Landscaping, Moving & Storage, Oil, Plumbing, Roofing & Siding, and Transportation.

Job Responsibilities:

ØInstalled database engines such as Sybase SQL Server and Microsoft Database Engine

ØInstalled and setup Dispatch Direct (DD) application and Data Source on server and additional workstations

ØSetup administrative settings in DD regarding user rights and internal reports

ØInstalled, setup, and trained on accounting integration link that could push information from DD into QuickBooks, PeachTree, or Navision accounting software and vice versa

ØInstalled, setup, and trained on DD Link Documents functionality using SQL queries and DD’s internal Database Utilities program

ØInstalled, setup, and trained on mobile versions of DD application

ØSetup and trained on DD Web Portal application

ØImported client data using DD’s internal Database Utilities program and SQL queries

ØMoved DD application and DD database from one server to another

ØCreated and sent copies of DD and MSDE for clients personal copy

ØCreated backups of DD database using company methodologies

ØReceived and installed updated mapping software from Pepperwhite

ØAssisted in the creation of DD “how to” videos to be used on the company website and in the online help

ØTrained presidents, VPs, CEOs, owners, dispatchers, technicians, accountants, and administrative staff on DD in small/large groups

ØTrained remotely using remote connection software such as RDP and GoToAssist and phone

ØTrained both internally and clients on DD and SQL queries specifically used in DD’s internal report designer Quick Reports

ØGenerated, managed and sent invoices, proposals, and service contracts in DD to salesmen and/or clients for approval

ØInitiated post-sales contact with DD clients via phone and Outlook Express

ØConducted monthly DD webinar demonstrations for prospects

ØVia phone, email, and Customer Satisfaction surveys, followed up with clients to make sure they were implementing DD properly and documented information

ØCollaborated with department managers and salesmen to analyze information received from clients

ØCreated and emailed DD monthly company newsletter which stated what DD is, any new features that were added, and a “did you know” section

ØUsing SQL queries, created and modified DD grids and reports for client and internal use

ØUsing Microsoft Word, Excel, and Help and Manual, created and maintained documentation for client and internal use

ØUsing Excel, gathered client data, such as employee, customer, and inventory records, needed for DD installation

ØTraveled nationwide to install and setup DD on client server, as well as conduct training on DD

Notable Accomplishments:

ØCreated and maintained initial DD documentation, resulting in internal Knowledge Base library

ØReceived letters of commendations from clients for excellent service provided

May 2003May 2004

Application Specialist in the Management Information and Integration team


Provides services that support improved decision making concerning water and environmental resources such as economic analysis of water projects, software and database development, and watershed planning.Called upon to conduct special studies or develop customized software tools for such clients as U.S. Army Corps of Engineers, U.S. Army Center for Public Works, U.S. Navy, and Illinois Department of Conservation.Client industries included but not limited to:Federal Government, State & Regional Government, Water Utilities, Private Industry (health care, banking, and manufacturing industries).

Job Responsibilities:

ØQuality assurance and testing of developed applications, such as the Operations and Maintenance Business Information Link (OMBIL) for the Corps of Engineers, using company methodologies and SQL programming language then reported back to the development department

ØDocumented feedback from all levels of the organizations and reported back to the development department

ØCreated help and training documentation using Microsoft Word in reference to OMBIL

ØUsing PowerPoint, conducted presentations on OMBIL to groups numbering between 5-35 people including upper management, technicians, accountants, and administrative staff

ØTraveled nationwide to install OMBIL and train clients at the Corps of Engineers District offices

Ø Established positive relationships at all levels of the organization nationwide


Aug 1997May 1999

Associate in Applied Science and Arts


Carl Bicicchi

Eric Schreiber

Jeff Rudolph

March 23, 2009

To Whom It May Concern:

This letter is in reference to Elizabeth McWilliams of whom I have had the pleasure of working with for the last four and a half years. In her role as support/technical trainer at Dispatch Direct, LLC, Liz,

demonstrated excellent technical skills and knowledge of our product and the industry we serve.  She always showed great enthusiasm and dedication to any project she was a part of, whether working alone or as part of team. Liz always preformed her tasks with both technical and

professional skill.

As a member of our support team, Liz was exposed to many different organizations; this required her to help our customers adopt the proper use of our product to their specific processes. She did this successfully time and time again. Since the use of our product is often a mission critical

application for our customers, when they have questions or support needs it is important that we respond quickly and accurately. Liz was always able to maintain support levels that helped our customer’s keep their systems running.

The fact that Liz is no longer a part of Dispatch Direct is not a reflection upon Liz, but on the

economy. If you are considering hiring Liz, I give you my full support and confidence that it will be a good decision. Liz would be an asset to any organization.


Jeff Rudolph

Vice President