Curriculum Vitæ for
Cynthia Laviolette

208 Victor Ave. (P.O. Box 142), Victor, Colorado 80860
E-mail: [Send email using form at bottom]		Skype: plasmastorm
Home:  [Send email to request phone number] 86.8543	Cell:  [Send email to request phone number] 22.1645


Overview:
Experienced team leader and project manager.
Excellent communication and organizational skills.
Ability to formulate and implement processes with clear results.
Strong work ethic. Willing to work long hours and/or flexible schedule, as
needed.
Quick to learn and adapt to new programs and environments. 
Creative, logical and intuitive, with an eye for detail.

Skills:
Providing and ensuring quality customer support, service and relations.
Remote management of customer support teams for tech, billing, accounts and
events.
Variety of skills such as troubleshooting, bug testing, client relations and
consultation, quality assurance and issue resolution.
Extensive user-end and trouble-shooting knowledge of Windows 95/98/XP, as well
as software such as Paint Shop Pro, MS Office, Open Office, Dreamweaver, various
communication programs, browsers and databases, etcetera. Also some knowledge of
HTML, AIML, LUA and similar scripting languages.
Experience with several ticket, bug and voice chat systems including OTRS,
Parature, Kayako, RT, RNT, Talisma, Jira, Bugzilla, Fogbugz, Angel, Skype and
more.
Familiarity with several billing companies such as Worldpay, Click and Pay, Pay
by Cash, PayPal, et al.

Projects: 
Fallen Earth: Client Consultant (on-site)
Pirates of the Burning Seas: Project Manager; Creative Editor
Kwari: Project Manager
Xivio: Project Manager
Fury: Assistant Project Manager
Second Life: (unofficial) Assistant Project Manager. (official) Team Lead for
Tech, Billing, and Account Management
Neocron / Neocron 2: N. American SGM Supervisor
Galaxy Worlds: Online Environment Tech

Experience:
2008 – Present
Company:
Beaushawnon Inn
Location:
Victor, Colorado, USA
Title:
Network Administrator
Function:
Ensure the security and functionality of the network, prevent issues and resolve
any as they arise. On-call 24/7.

2005 – 2008
Company:
Alchemic Dream, Inc.
Location:
Shawinigan, Quebec, Canada (Remote)
Title:
Project Manager
Function:
Customer Support project management; client relations and consultation; customer
relations; Supervision and Quality Assurance of support requests via email/web
ticket, in-game requests, live chat and phone/VOIP; alpha and beta testing; bug
chasing; formulate and execute methodologies as needed; monitor systems/servers;
escalation processing; assemble, monitor and update statistics and data of
various types based on the needs of the client; proof-read technical, legal and
creative documents; create instructional documentation; RMT regulation.

2003 – 2006
Company:
Reakktor.com – A division of 10tacle Studios AG
Location:
Hannover, Germany, Europe (Remote)
Title:
N. American SGM Supervisor
Function:
Process in-game support requests; recruit, train and oversee North American
volunteer in-game support team; assure and maintain efficient, high-quality
in-game customer support; test new content, report any bugs encountered and
further test if needed; create/update guides for use by the support team; update
player file database in regard to breaches of the RoC and/or ToS, and process
official warnings and/or temporary/permanent bans when required; assist Helpdesk
with e-mail support as well as in-game issues processed by Helpdesk.

Additional  employment history is available upon request.