Summary

Seeking increased opportunities to telecommute. PROFILE Working knowledge of MS-DOS ; Microsoft Windows ; Microsoft Office Products ; Microsoft Access Database ; Windows 95, 98, 2000 NT Professional and XP Operating Systems ; TrackIt ! Help Desk Software ; DS View ; Active Directory and User Manager and the Fujitsu 9600 Phone System software. Some familiarity with Office 2007 having tested the beta versions.
Familiar with the installation, set up and maintenance of multiple software programs but not limited to Microsoft Great Plains, GoldMine, Oracle Developer and Cisco VPN.
Knowledge of PC setup and installation and various peripherals, data entry and file updating. Especially proficient in wiping a PC clean and reinstalling Operating Systems, drivers and required software.
Experienced in IT department purchasing and inventory of all hardware and software.

Experienced in system-operations training and customer service. EMPLOYMENT Multi Service Corp, Overland Park, KS2004 - Present


Employment

2007 -  Present
Coordinator

Responsible for taking incoming calls for service from approx. 350 users, both on-site and off-site, in 3 countries ; verifying complete and adequate information before escalating to technicians, systems administrators and systems architecture personnel.

Responsible for keeping track of all supplies and equipment, purchasing items as needed to assure availability for all techs and systems administrators for all projects, short and long term.

Responsible for maintaining all software compliance issues, renewing SMP as needed and maintaining an accurate count of all licenses in use.

Responsible for verifying that all work completed by 4 technicians was done in a timely and accurate manner, that all tasks were completed as requested and confirming all documentation is maintained and is accurate. Focus on detail follow-up and general customer satisfaction.

Responsible for tracking performance of 4 technicians on all tasks, handling customer complaints regarding technician performance and verifying technician time.

Responsible for writing policy documents with the assistance of Systems Administrators, Systems Architecture and Employee Relations personnel to be referenced by technicians ; converting these documents to HTML for posting on company TWiki website.

Responsible for instructing new technicians in company policy and procedures as they relate to the Technology Support Department, company security policies and customer relations.

Responsible for scheduling technicians time on the Help Desk phone and coordinating lunch schedules to allow for full coverage of phones at all times.

Responsible for scheduling recurring tasks. Responsible for monitoring server performance through Nagios, acknowledging and commenting on reporting servers and printers as needed. and all duties listed below.

2007 -  2007
Workflow Manager

Responsible for assigning Email requests for service by in-house users to technicians ; responsible for taking incoming calls requesting service from on-site and off-site users, posting to TrackIt !, assigning to technicians. Responsible for elevating requests to Systems Administrators and Systems Architecture as needed.

Responsible for keeping track of 4 technicians and organizing work requests so that technicians could complete the most amount of work with the least amount of travel time between various on-site buildings.

and all purchasing and inventory duties listed below and all technician duties as needed.

2004 -  2007
Purchasing and Inventory Specialist

Miscellaneous

Responsible for setting up of PC s and phones for new employees and re-imaging PC s used by former employees and creating user accounts via User Manager and Active Directory.

Screen, refer and diagnose internal inquiries and work requests relating to maintenance of personal computers and related systems.

Prepare incident reports and assist in hardware and software evaluation

Write technical procedure and software installation instructions in HTML with the use of MS Front Page to be stored on the companies TWiki site for use by other technicians and system personnel.

Responsible for taking incoming Help Desk calls, fielding user questions, helping resolve both hardware and software issues, those relating to phone and network problems. This involved troubleshooting both software and hardware, running new lines when necessary and replacing equipment when needed.
Responsible for purchasing for the IT department and producing monthly, quarterly and yearly expense reports for the department.
Responsible for inventory of all Technology Support Hardware and Software. Implemented a software inventory system that cut the installation time of software for all technicians as it was no longer necessary for them to type in each software key code. Developed, set-up and implemented a Access Database that kept track of all purchases, purchase orders, order numbers, IT department software and Hardware. The implementation of such inventory tracking procedures increased the efficiency of the department, allowing them to identify what was available for any particular project so that items which needed to be ordered would arrive when needed to complete the project.
GoldMine administrator responsible for installing GoldMine, setting up and maintaining user accounts. Lees Summit Community Christian School, Lees Summit, Missouri2001 - 2003Substitute Teacher Grades K-12, all subjects except Foreign Languages
Responsible for following the lesson plans left by the absent teacher, to see that the students behaved in an acceptable manner, to follow all school rules and regulations and to leave daily reports of the day s successes and failures for the returning teacher.
KOHL S, Lees Summit, Missouri2000 - 2001Housewares Department Lead
Responsible for keeping the department set up according to company requirements and standards using company issued diagrams of shelf locations and items to go on each shelf.
Responsible for restocking shelves and customer support/service.
Responsible for mapping signage for upcoming sales and making sure that sale items were signed.
Responsible for keeping the houseware department storage area organized so that items could be located quickly for customers.

Responsible for locating items in other stores and arranging transfer to our location upon customer request.
Responsible for decisions regarding price reductions on items that were damaged or in less than perfect condition. Jones Store Company, Lees Summit, MO1983 - 1986Cosmetologist
Responsibilities included all aspects of the Cosmetology field, extensive customer service.

Booking appointments, scheduling them according to time allowed for each service. EDUCATION DeVry University, Kansas City, MO2003 - presentMajor : Computer Information Systems ; emphasis in Web Site Architecture and Design
Courses included Systems Analysis, Program Management, Website Architecture Longview Community College, Lees Summit, MO1994 - 1996approx. 67 credit hours earned towards Assoc of Arts degree with English Emphasis
Joe Herndon AVTS, Raytown, MO1980 - 1982Earned a Certificate in Graphic Arts

Course work included layout and design, typesetting, darkroom, stripping and plate making and all other aspects of pre-press and operation of various printing presses.