Cynthia Armistead is a freelance writer, quality assurance analyst, and Internet security advocate with a broad spectrum of experience.

• Developed and maintained web site at http://www.haltabuse.org/. I created the design and wrote much of the content on the site.
• Did press interviews with 20/20 Downtown, Oprah, The Net, WSB News, .Net, The Site, USA Today, US News & World Report, AP, and other televised and print media.
• Served on the Board of Directors. Helped create policies and procedures for the organization.
• Analyzed statistics collected from cases for 2000 and 2001 and create annual reports based on them.
• Consulted with law enforcement personnel on specific cases and trained them so that they could trace messages themselves.
• As an Internet Safety Advocate (1998 to 2000), I worked with people experiencing harassment, traced email and usenet messages and located the proper ISP, email provider and/or web host to whom to complain and contacted those parties on the victims' behalf when appropriate. I also helped the victims learn to avoid further harassment as much as possible.

• Hired as junior tester, promoted two days later to test lead for the project.
• Most testing was done at Unix command prompt. Wrote .ksh scripts to automate testing. Performed some minor SQL queries. Some testing of web-based and Windows applications, as well
• Created, documented and implemented testing procedures, plans and cases from customer requirement, technical specification and ILEC ordering guideline documents for integration, functional and regression tests. Approximately 60% of my time was spent on documentation.
• Wrote testing procedures manual used by testing team.
• Created project schedules, managed testing resources, trained and supervised testers.
• Acted as liaison to Sprint, Telcordia, local telephone companies and several teams of developers.

IT Specialist      1998
DataScan Technologies, Inc.
Software Development Firm

• Developed Lotus Notes database to document support and troubleshooting procedures.
• Documented procedures and created training materials for staff members.
• Installed, configured and maintained hardware (servers, workstations and related peripherals) and software. Provided internal support for 100 to 150 end users.
• Backup administrator for NT 4, Citrix WinFrame, Netware 3.x and 4.x, Lotus Notes 4.6 servers and Fujitsu phone switch and voice mail system. Some administration of a BSDI web server.
• Other duties included MIS purchasing and acting as primary contact for T1 and ISDN service providers.

Manager, Information Technology      1997
RelevantKnowledge, Inc
(now MediaMetrix) Web demographics provider

• Tested internet-related software in Windows environment and worked with software development team providing feedback on software design and quality control.
• Documented software and wrote materials for end users and clients.
• Provided all internal training and support for business operations personnel. Created training materials supplied via intranet.
• Set standards and procured software and hardware.
• Installed and configured workstation and LAN software and hardware (mixed Win95 and WinNT environment). Some work on Solaris servers as well.
• Primary contact for T1 provider (BBNPlanet).

Technical Writer/Technical Support Supervisor       1995-1996
MindSpring Enterprises, Inc.
Internet Service Provider

• Hired as a Telephone Support Representative in September 1995; promoted to Supervisor in October 1995; promoted to additional duties as Technical Writer in January 1996.
• Developed written training and reference resources for customers and technicians, delivered in both traditional printed and online (email, newsgroup and web) formats. Involved in development of extensive knowledge database for intranet.
• Tested new releases of Windows software (front end, various TCP-IP stacks, various email, newsreader, browser, FTP and telnet programs), tracking defects and working with developers to resolve problems. Also tested web-based applications developed for use by support personnel.
• Provided support for any issue on Macintosh or Windows computers that could impact use of the customer's MindSpring account via phone, email and newsgroups.
• Supervised/mentored technicians and assisted in recruiting and training new technicians.
• Worked with other members of the management team to create effective work environment while keeping pace with explosive growth and an ever-changing industry.
• Sought helpful information from books, magazines, other internet sites, etc. and shared the results with the management team, support department and customers.

Consultant      1990 to present
Freelance
I was a full-time consultant for several years. I've maintained my consulting practice at a reduced level when employed by other firms. I provide a range of services to individuals and small businesses including internet presence consulting and development, determination of software and hardware needs, building systems to specifications, and training on hardware and software.

Note: The rest isn't usually included in my résumé, as it isn't directly relevant to the kind of work I do at this point in my career. However, since it doesn't waste any paper and the reader can choose to stop at any time, I've chosen to include my complete work history in this special online version solely to demonstrate the depth of my experience.

• Provided online technical support via chat rooms and email to members
• Supported AOL software on Macintosh, DOS and Windows platforms
• Assisted users with modem and O/S problems that interfered with their use of AOL.
• Guided users to the AOL content or Internet resources they needed.
• Supervised and trained eleven other tech live advisors (TLAs) as a team leader.
• Developed online reference resources for other TLAs and customers.
• Documented TLA procedures and distributed the manual and references to other teams.

• Trained in medical terminology and medical records standards.
• Transcribed medical reports phoned in by hospital staff across the United States.
• Achieved high speed with excellent accuracy very quickly.

• Made unscripted cold calls to set appointments.
• Set production records five months in a row.

• Responsible for facility management, benefits administration, petty cash and purchase of supplies and in-house equipment.
• Provided accounting support for accounts payable, accounts receivable, and inventory. Also filed monthly sales tax reports.
• Supported word processing and other applications for employees.
• Assisted sales and marketing staff with data management and customer outreach.
• Supervised receptionist, file clerk and other office staff.
• Completely documented all office procedures.

• Answered phones and greeted visitors.
• Provided word processing services to 30 employees.
• Data entry into Great Plains Accounting software

• Established documentation standards
• Converted files from various formats, including AS400 exports, to Word for Windows
• Worked closely with business analysts to keep documentation current.
• Internal support person for Word for Windows, Excel, Windows, and MS-DOS.
• Inventoried and maintained reference library.

• Completely responsible for administration of self-funded health insurance plan with approximately 500 participants stationed around the world.
• Implemented claims processing procedures that cleared a three-month claim backlog and established an average one-week claim turnaround.
• Collected three years of benefits due from stop-loss insurer.
• Performed all accounting functions for fund, tracking benefit utilization and keeping data for actuarial studies.
• Acted as employee advocate to insurer, often securing higher benefits or getting previously denied claims paid.
• Wrote all benefit communications.
• Performed benefit orientations and debriefings regarding health, life, and short and long-term disability insurance.
• Made recommendations for changes to Senior Staff.
• Filed foreign and domestic workman's compensation and disability claims.
• Arranged treatment for missionaries returning from the field and issued health advisories to affected fields when necessary.
• Wrote specifications for custom software to be developed by outside contractors for MTW's VAX 8250 system.
• Designed and used an Alpha4 database in conjunction with spreadsheets to track data in the interim on PC.
• Served on advisory board of Missionary Health Program of the Christian Medical Society (stop-loss insurer).
• Completely documented all benefits and internal procedures in detail.

• Coded, entered, and paid invoices and travel/expense reimbursements using custom accounting software on VAX 750 and 8250 platforms
• Did some word processing on VAX 750 platform

• Answered calls from merchants to approve MasterCard and Visa transactions.
• Assisted consumers reporting lost or stolen cards.
• Provided long-distance operator service for Sprint.

• Typed correspondence from dictation
• Answered phones, greeted visitors, and sorted mail
• Prepared bank deposits
• Performed accounts payable and receivable data entry and reconciliations.
• Assisted accountant with bank account reconciliations.
• Used Word for DOS and custom accounting software running on PC (Novell LAN).
• Documented my duties as beginning of an office procedural manual.

• Checked and paid travel/expense reimbursements.
• Tracked employee salaries and benefits for union and non-union technicians, split up by employment in US or Canada
• Performed cost accounting for each project.
• Did word processing and filing and provided administrative support for four executives in English, French, and Spanish using DECMate word processor.
• Wrote office procedures guide covering my job as well as those of three other administrative personnel.
• Set up spreadsheets on Macintosh computers for tracking of expenses and materials in field offices.
• Trained field office personnel to use them the Macintosh computers.
• Wrote procedure manual for field office personnel.
• Provided phone support for field office personnel.
• Gathered payroll information from technicians across the country and reported to Canadian home office.

• Responsible for accounts payable, accounts receivable, cost accounting, travel/expense reimbursements, payroll, and generating financial statements.
• Used HP midrange computer for accounting, an Apple IIe for spreadsheets, and a DECMate word processor for financial statements.
• Provided administrative support for Chief Financial Officer.
• Wrote procedural manual.

• Assisted customers with transactions, opening accounts, and balancing their checkbooks.
• Promoted to shift supervisor after three months.
• Audited cash drawers and ATM.
• Accessed vault when needed.
• Trained new employees at home branch and new branches as they were opened.
• Walked through the store attempting to recruit new customers.
• Co-wrote manual for all supermarket branch employees.

• Greeted visitors and answered telephones
• Typed correspondence (on a typewriter)
• Inventoried, distributed and purchased office supplies.
• Took material orders from customers
• Invoiced customers
• Verified shipments from suppliers.
• Screened job applicants
• Calculated payroll and audited timesheets.
• Responsible for recording accounts payable and receivable using manual double-entry ledger.
• Revised job instructions left by predecessor so that they'd be clearer for the next person.

• Cleaned house, did shopping, meal planning, and some cooking.
• Drove pre-teen child to various activities
• Tutored child in academic subjects.
• Assisted employer, who was recovering from major surgery, with changing dressings, bathing, and other personal tasks.
• Assisted employer with administrative tasks for her home business.
• Hired and supervised lawn and pool maintenance staff and repairpersons.
• Arranged vehicle maintenance.

• Assisted customers with finding the right clothing.
• Rang up purchases
• Balanced cash drawers
• Kept department clean.
• Submitted suggestions for revisions to training and procedures manual.

• Traveled across northern Alabama promoting Meadow Gold ice cream.
• Talked customers into buying new flavors
• Ran and balanced cash register for ice cream stand.
• Kept track of inventory.

• Initially brought in to help standardize file system and ended up reworking it entirely.
• Set appointments for routine maintenance visits.
• Served as back up for the service dispatchers and relief for the receptionist.
• Monitored daily invoices turned in by servicemen for document control.
• Tracked sales commissions for service staff.
• Assisted inventory of service vans.
• Typed correspondence, sorted mail, used and refilled the postage meter.
• Wrote service department clerical manual covering all duties so everyone would do them consistently.