1. ~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.

2. 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 otherareas 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 ofnetwork 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 ofour 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 ofSupplier 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 othercontrol charts, Process Capability
Studies - Ongoing CpK, Preliminary PpK. Identify trends,causes ofprocess 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 personnelvia 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 personneland 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.

3. Cable Communications Sub-Contractor Years Employed 1987-92
New Jersey and Pennsylvania Area Glassboro N.J. 08080
From High schoolonward 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
seasonaldisconnects.Icultivated professional work practices, solid navigational and
safety faculties in addition to positive customer relations practices that have contributed
to the success ofsubsequent careeractivities.
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.

4. Skills
 Office PC systems hardware and applications. Including:
ODBC KANA (email support) MS Word
Visual Basic (VBA) Micro Strategy Some AutoCAD
AAD (contact records) Microstrategy SQL
ARS (contact records) MS Access SupportSoft (chat support)
CMS (Avaya) MS Excel –Pivot Tables!! Tableau
Consona (chat support) MS Outlook Turbo CAD
eGain (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 Calc
ErlangC Calculator
 5+ years CATV installation and troubleshooting equipment and techniques.