SUMMARY:

• Assist the IT team with special projects such as rolling out new applications and technologies or acquisition migrations
• Desktop support - Windows 7 installation, computer setup and software application setup
• Provide Tier I support for various services and applications such as Citrix Presentation Server, Terminal Services, Microsoft Office Applications, Active Directory, Printing, etc.
• Manage all support requests using Remedy ticketing system to ensure requests are properly documented and resolved in a timely fashion
• Effectively communicate issues, resolutions and workarounds to end users
• Manage employee access to various information systems
• Provide training to end users on basic system and application usage as needed
• Position in customer support utilizing key strengths of attention to detail, excellent interpersonal communication skills, and an ability to work well in a team environment to contribute to staff development and organizational efficiency.

TECHNICAL SKILLS:

• Windows 7, XP and Windows 10
• Cisco VoIP Phones
• HP Hardware
• Citrix Server
• Active Directory
• Microsoft Office Suite
• Remedy Ticketing System
• Tivoli Integrated Portal
• Sharepoint, CRT
• Microsoft Project
• ISDNE
• SumTotal Database
• Lotus Notes
• Focalpoint
• CAD(Computer Assisted Dispatch)
• Hagar
• Electronic Service Call (ESC+)
• MS Excel, Word, Outlook Access
• GiftmakerPro, Peachtree
• Quickbooks, Frontpage, Pagemaker
• SQLbase, Electronic Timesheet, VAX,
• FAS, C.P. Reports, Reflections, Peoplesoft 8
• Webex Administration
• TechExcel Ticketing System
• GoodWorks, cellphone setup
• AVAYA VoIP Phones
• Skype for Business
• IT Documentation

PROFESSIONAL EXPERIENCE:

Confidential

TCC Tech I/Tech II

Responsibilities:

• Answers incoming calls to the Technology Call Center (TCC) and applies a comprehensive understanding of current hardware, software and proprietary applications to independently troubleshoot, diagnose, and resolve intermediate to highly complex technical problems within required time and productivity standards.
• Applies intermediate to expert level skill set and knowledge of the issue tracking system software which includes: creating/editing/reassigning TCC tickets, application security access requests (ESAR), creation and editing of customer profiles, ability to navigate within the system, query tickets and customer profiles. This includes escalation and completion of Priority One tickets. Regularly monitors all automated issue tracking queues to ensure all tickets have been addressed and routed appropriately.
• Applies intermediate to expert knowledge of all systems to each incident in order to identify critical system outages versus non-critical, and then initiate system-wide responses as appropriate to the level of criticality, appropriately following established policies and procedures through to resolution. Applies a thorough knowledge of the change management process to determine if the issue needs submitted through that process for approval before any action can be taken.
• Applies intermediate to expert knowledge of TechHelpConnect systems reporting capabilities and functionality. Prepares and distributes daily, weekly, or monthly reports to applicable teams/users as requested by management.
• Creates and deactivates user and application accounts within assigned SLA’s. Process security access requests as dictated by Corporate Security policies and best practices.
• Coordinate technicians and users through Windows refresh project from Windows 7 to Windows 10
• Resets passwords on multiple system platforms in a timely manner to ensure that business needs are met.
• Consistently adheres to documented technical policies and procedures regarding incident response such as Priority One, Global Communications, Ticket Escalations and Service Center Agreements.

Help Desk Analyst

Responsibilities:

• Provide Tier I/Tier II support for Specifc Government Software Package. This involved training on application and specific patent terminology. The project is now on hold until further notice.

Help Desk Analyst

Responsibilities:

• Provide Tier I support for various services and applications such as Citrix Presentation Server, Terminal Services, Microsoft Office Applications, Active Directory, Printing, etc.
• Manage all support requests using Remedy ticketing system to ensure requests are properly documented and resolved in a timely fashion
• Effectively communicate issues, resolutions and workarounds to end users
• Manage employee access to various information systems
• Provide training to end users on basic system and application usage as needed
• Assist the IT team with special projects such as rolling out new applications and technologies or acquisition migrations
• Desktop support - Windows 7 installation, computer setup and software application setup
• First responder to all support requests submitted while providing Tier I support to local and remote end users
• Provide regular feedback to managers with issue status, resolutions and the general workflow as it relates to the Helpdesk and support
• Working experience with Windows 8

Project Coordinator/Help Desk

Responsibilities:

• Windows 7 Refresh Project - Coordinate HP technicians to re-image computers and laptops to Windows 7 for IRS (Internal Revenue Service) and DOJ (Department of Justice) nationwide facilities.
• Collect data from sub-contractors and HP techs (hours onsite, units completed), compile those numbers into ongoing spreadsheets and/or database and send a daily report to the project managers.
• Asset Management and Inventory - Coordinate with HP’s asset recovery division to arrange for the pick- up of old hardware from the sites. This involves getting the pickup request form via email, making sure it is filled out completely, forwarding it on. Managing exceptions as they arise.
• Customer interface with Managers at sites regarding scheduled HP techs and subcontractors,
• Attend meetings and Conference Calls for updates to project regarding timelines, milestones, issues, etc.
• Update and maintain the SharePoint Database
• Generate and analyze reports and forms sent from Project
• Special project involving computer setup and Windows 7 re-imaging and configuration within HP department

Software: Sharepoint, Internet, CRT, Citrix, Excel, Word, Outlook, Active Directory, PDF Files

Helpdesk Technician

Responsibilities:

• Provide accurate and first-line support for the service desk via phone calls, email, Remedy tickets, and internal requests within predetermined deadlines.
• Provide support for equipment including wireless switches, wireless access points, mobile devices, Cisco VoIP phones, EPC, RFID, scanners, and two-way radios.
• Performs general technical support, and troubleshoots and desktop systems software and hardware.
• Performs basic computer hardware and software installation and configuration.
• Investigates system problems and provides solutions using specific product knowledge, system utilities, and operating environment.
• Document problems and resolutions into Remedy as well as making sure all tickets are touched and worked as assigned. Close out Remedy tickets that have been resolved.
• Dispatch parts and services from Remedy Tickets to responsible areas.

Software: Cisco, ISDNE, Internet, CRT, Remedy, Citrix, Excel, Word, PDF Files

Data Analyst

Responsibilities:

• Worked on The Global Learning Management System (GLMS) Pilot Project - Walmart Talent Development Dept.
• Created audiences and rulesets - entered them into SumTotal database
• Inputted regions, facilities, job codes and organizations into CERT (testing database) and Production.
• Created Learning Activities to upload audiences into staging and production and setup rulesets for go-live date
• Analyzed data for errors

Software: SumTotal Database, Excel, Word, PDF Files

Helpdesk Technician on the IBM Store Support Helpdesk

Responsibilities:

• The Helpdesk Technicians are responsible and held accountable for the following:
• Troubleshoot IBM and other Hardware for Walmart Stores in U.S. and International
• Call Dispatch - Working closely with Walmart personnel and other vendors in resolving issues, Call status, ETA's, order parts for Technicians to repair onsite, documentation as well as parts tracking.
• Down System Call Flow - Responsible for executing the escalation procedure in ALL Critical Situations. Driving a critical call involves monitoring progress of call, escalating, and sending regular pages to update management.
• Attend all Outage Reviews as requested by IBM Management
• Call Documentation - Documentation is required for every call worked. Input documentation into Lotus and Remedy software
• Training Attendance - Attend training sessions for updates in hardware and software troubleshooting

Software: Citrix, Lotus Notes, Remedy, Focalpoint, CAD(Computer Assisted Dispatch), Hagar, Electronic Service Call (ESC+), MS Office, Sametime

Executive Assistant/Project Coordinator

Responsibilities:

• Primary support to President, Chairman and Sr. Vice President
• Coordinate and execute meetings for executive level management
• Manage schedules and maintain calendars
• Coordinate travel arrangements
• Prepare detail expense reports and correspondence
• Transcribe correspondence, emails and documents from tape dictation
• Research material for upper level management via Web
• Receive and screen calls for Chairman
• Maintain, distribute and send out mass mail

Software: Microsoft Office, Access

Employment Associate

Responsibilities:

• Peoplesoft input test, interview, offer and sign on panels
• Communicate results to unsuccessful and successful candidates
• Send reject letters and file out
• Contact dept./supervisor for internal candidates
• Send out pool letters if not job offered
• Schedule and track medicals, fingerprints and background checks
• Input tracking information onto excel spreadsheet
• Collect all documents needed for hire including MVR reports
• Rescind job offers for no shows
• Assist with preview and testing sessions
• Participate in job fairs
• Schedule language testing for International Customer Service Representatives

Software: Microsoft Office, Peoplesoft 8

Office Manager

Responsibilities:

• Provide Client Information System data collection, management and analysis for Director of Programs
• Develop reporting formats, writing and producing
• Maintains records and status reports
• Main contact with Board of Directors and Executive Committee members
• Manage donor database and reporting software
• Provide support for Human Resources activities
• Maintain organization’s website
• Create brochures, flyers and pamphlets
• Work closely with Director of Finance on payroll and accounts payable issues
• Manage inventory of office supplies and equipment
• Generate creative program and office enhancement ideas
• Maintain organization and operational efficiency
• Troubleshoot software issues for end-users

Software: Microsoft Office, M.S. Project, Access, GiftmakerPro, Peachtree, Quickbooks, Frontpage, Pagemaker

Office of Information SystemsServices Specialist

Responsibilities:

• Project Leader and ET Administrator for the OIS Electronic Timesheet System (Note: this system utilized SQLbase)
• Manipulated billing database from SQLbase to Access Database
• Troubleshoot ET timesheet system for OIS staff in order to generate billing and reporting needs
• Monitors accounting services from LCMS Accounting Department to ensure accurate financial reports, client billing/invoices and payment to third party vendors.
• Assists OIS Directors and SUSAC in development of annual business plan, capital budget, and operat­ing budget.
• Monitors vendor service contract limits.
• Produces timely OIS invoices and assures audit trail documentation of every direct charge transaction.
• Manages automated interface of the on-line programmer time reporting system.
• Annually reviews and recommends revisions of standard operating procedures.
• Oversees the daily processing of accounting information to and from the LCMS Accounting Department to assure transactions are accurate, consistent with the business plan of OIS, and meets with established policies.
• Plans financial calendar.
• Monitors the Manager of OIS Accounting's work to ensure support of the OIS business plan and timely prediction of potential exceptions.
• Reviews, analyzes, and approves monthly financial reports from the LCMS Accounting Department.
• Oversees the annual OIS budget process.
• Presents budget to the OIS fiscal managers.
• Monitors client Annual Service Agreements for fiscal impact and plans/coordinates updates to agreements (Operations Department).

Software: Microsoft Office, MS Project, Access, SQLbase, Electronic Timesheet, VAX, FAS, C.P. Reports, Reflections, Crystal Reports

MIS Business Analyst

Responsibilities:

• Supported SAP Implementation Team, MIS Manager and Systems Project Manager
• Business Unit Manager for the 5th floor - Maintain personnel and PC information and equipment using Access, process forms, troubleshoot software applications, etc.
• Project Tracking using MS Project application for SAP rollout
• Project testing (SAP application module)
• Maintain monthly Project Cost Reports using SAP and Excel
• Make travel arrangements for Project Team members
• Schedule conference rooms, meetings, and manage calendar for Systems Project Manager
• Prepare presentations, correspondence, and reports
• Purchase software, pagers, and manuals

Software: Microsoft Office, MS Project, SAP, Access, Lotus Notes