L.

Jean Yarbrough
22620 S. 214 Way
Queen Creek, AZ 85242
Cell Phone 602 318-5487 EMAIL: ANNIE_JEAN@LIVE.COM (underscore between a
nnie_jean)
OBJECTIVE: Seeking a position where my proficient communication, analytical and
customer service skills will be utilized to continue to improve the working envi
ronment.
PROFESSIONAL SKILL SUMMARY
Results-oriented professional with proficiency in project management, customer r
equirements analysis, design of cost-effective solutions to meet business requir
ements, complex problem resolution, continual process improvement and customer s
ervice. Skilled at building effective working relationships with all levels of c
ustomers, suppliers and service providers. Strong analytical, technical, communi
cation and leadership skills. Able to manage multiple priorities and deliver hig
h quality products and services. Self-starter requiring little or no supervision
and demonstrates a high level of integrity. Functional point of contact Subje
ct Matter Expert for Imaging needs (print, copy, scan, fax, plot) for Boeing in
Arizona. Provide implementation and post-implementation support. Strong Asset M
anagement skills and Trouble Desk/Call Center matters including escalation, meet
ing SLAs and WLM (work load management) for managing Call Center work to the tea
m.
SPECIFIC KEY COMPETENCIES
Teaming Works effectively with partners and other work groups. Enjoys sharing k
nowledge and mentoring others to achieve team goals.
Customer service Consults daily with internal and external customers and partne
rs at all levels to understand customer requirements by analyzing their business
needs and recommending solutions. Establishes rapport with customers which resu
lts in customer confidence. Meets customer commitments. Communicates clearly us
ing customer known terminologies...
Problem solving Interprets data from various sources to perform root cause anal
ysis and generate effective solutions to problems. Makes sound business decision
s.
Quality and Productivity Delivers products and services that consistently meet
or exceed expectations. Strives for continuous quality improvements. Ensures dat
a integrity
Leadership Leads tasks and people effectively. Acknowledges changing environmen
t and encourages adaptability as they are learning opportunities. Inspires, tra
ins and motivates others.
Professional Experience
The Boeing Company
2007 May 2010 Arizona Managed Print Site Focal and Subject Matter Expert
Responsible for Managed Print Service operations for end users, print devices an
d sites located in Arizona. Provide subject matter expertise in consulting and c
oordination of print requirements and issues with end users, supplier partners a
nd business partners. Performed customer engagement in understanding imaging re
quirements, negotiated feasible solutions, guided selection and procurement, ins
talled and supported imaging devices. This included customer readiness and post
implementation supportability. Network NAMS Focal for print side of the house f
rom creation of initial NAMS record through problem resolution.
Project Manager for the 2008 and the 2009 implementation of two Printer Optimiza
tion projects. Reduced print costs by minimizing printers and increasing utiliz
ation through two Print Optimization Projects in the Mesa print environment. E
xpert Project management was crucial to Optimization and Refresh Projects. Qual
ity asset management skills were key to success. Ensured data quality and valid
ated discrepancies. Provided feedback to customers and assured adherence to doc
umented Boeing policies and procedures.
Acted as customer service liaison regarding communication with peers and senior
personnel on significant
matters requiring coordination between organizations and sites. Ensured custome
r expectations were realized with imaging devices by conducting interviews and r
esearching their print requirements thoroughly. Evaluated that customer proven
requirements conformed to architectural objectives and met cost objectives. Rec
ommended new products to meet proven customer requirements. Implemented the new
print products and services as needed.
Contributes to continual process improvements. Performed problem determination
and root cause analysis and took action to ensure there was minimal impact to cu
stomers. Mentored customers in training for new print technologies
Assumed a key role in working with multi-disciplined ranges of technical softwar
e systems and various required print hardware at the Mesa site. Met new busine
ss needs for the Mesa enterprise deployment of MAPARS by coordinating the requir
ement for 75 new Zebra printers. Performed hardware and software installation a
s well as configuration.
1987 2002 Desktop/Laptop Software Desk side Support
Provided end-to-end support services for the Desktop and Print environment. Qual
ity customer service and problem solving skills for computer software and print
needs was vital. Maintained quality data accuracy and metrics. Created trouble t
ickets and prioritized requests. Proficient in all skills, procedures and proto
col required to complete task.
SPECIFIC TECHNICAL COMPETENCIES:
Proficient in PC business applications for Microsoft Office and Outlook
Asset Management Metrics Implementation and Creation Networked and direct con
nect print
Networking Problem Solving NAMS Focal IP Address Resolution
Zebra and Intermec Bar Code Printer configuration Print Drivers non-standard
Lexmark MFD printers HP printers / Plotters Xerox MFP / Xerox Plotters
Windows Print Queues, Distributed/Mainframe Print/ Configuration PJS Print Qu
eues
Jet Direct Configuration ISR system (service request) MSR RAD (imacd)/ acquisit
ion
OPAA setup for printers VISITOR NET BARS, Boss Scripts
CIIM asset tracking Secure and confidential print set up at other Arizona close
d sites
Remedy family of applications Project Management
Problem resolution definition Strong working knowledge of Boeing processes and p
rocedures
Education:
Novell Certification in 1991
Community Colleges Courses at Rio Salado and Mesa Community College
Boeing Education Network classes
18 Pride at Boeing awards