Kim Charney

Experience

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  Ethan Allen Global, Inc.

  Jan 1997 - Jan 2000

  • Spearheaded projects to upgrade and enhance network operations • Assisted in the design and implementation from a flat network structure to Netware 5 • Collaborated in formatting and migrating email system to Lotus Notes • Worked closely with the Application Support team to ensure proper communications between systems• Performed identity management & Email account administration • Provided 1st line of contact for problem reporting, troubleshooting and resolution • Designed, tested and implemented IT Y2K project • Managed new and existing software and hardware upgrades • Supervised a professional team of eight full time and analytical consultants • Performed asset management • Responsible for hardware & software procurement

  • Network Specialist

    Jan 1998 - Jan 2000

  • Helpdesk Supervisor

    Jan 1997 - Jan 1998
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  Save the Children US

  Jun 2000 - Jun 2001

  Helpdesk Supervisor

  • Managed all resources for Help Desk functions • Performed asset management • Provided international remote user support • Provided timely issue resolution, using effective communication and follow-up

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  Mercator Software

  Jan 2001 - Jan 2003

  Helpdesk Supervisor

  • Tracked and reported statistics on performance and project status to management • Managed computer and peripheral inventory • Developed a knowledgeable staff within a team environment • Developed and implemented policies and procedures for enterprise desktop support • Created and provided end user instruction and training

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  Richemont

  Jun 2005 - Feb 2015

  • Developed, implemented, and maintained RF warehouse solution, including asset management and repair • Managed computer and peripheral asset inventory • Hired, supervised and directed contractors engaged in special projects • Managed multiple OS, application, and computer end of life upgrade projects • Planned and coordinated IT/Facility related projects with multiple vendors • Developed and implemented processes and procedures • Created and published end user work instructions• Troubleshot and resolved complex computer related issues • Supported Network identity & email account management Show less • Supported EUC including corporate, retail, distribution and customer service locations. • Performed machine configurations and installations • Tracked and provided statistical data to management regarding Service Desk throughput• Planned and completed multiple projects for remote locations• Acted as Lead Analyst ensuring proper and expedient resolution of IT related issues • Performed screening & 1st round interviews for Service Desk analyst positions, assisted in final selections • Created and managed department scheduling • Network identity & email account management Show less

  • L2 Deskside Support Analyst

    Jun 2012 - Feb 2015

  • Service Desk Analyst

    Jun 2005 - Jun 2012
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  Sabre Corporation

  Jul 2015 - Mar 2020

  Field Services Engineer / Training Coordinator

  • Developed, tested and implemented computer related asset management solution• Developed, tested and implemented on-boarding & off-boarding processes and procedures • Delivered industry leading End User support, consistently receiving 98% or greater satisfaction rate• Instrumental in multiple global hardware and application upgrades • Created and published end user instructions • Troubleshot and resolved complex computer and mobile device related issues for over 10k users worldwide• Assisted in application mapping for automated distribution thru SCCM• Responsible for coordinating all aspects of EU training for the Windows Teams rollout• Identified trends and made solid recommendations to increase efficiency and continuous improvement to existing processes• Keen ability to identify potentially volatile situations with the EUC and quickly diffuse• Managed Sabre's Westlake campus IT Hub, providing support for over 5000 users both onsite and remote• Managed Sabre’s "Windows Readiness" phase for Sabre's enterprise Windows 10 upgrade• Key team member in the imaging and deployment of all personal computing devices Show less

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  Teague, Nail, and Perkins

  Jul 2021 - Oct 2021

  IT Technician

  • Develop, test, and implement on-boarding & off-boarding processes and procedures • Create and publish end user and technician instructions published on our company knowledge base• Spearhead multiple new application implementations• Identify trends and make solid recommendations to increase efficiency and continuous improvement to existing processes• Key team member in the imaging, configuration, and deployment of all personal computing devices• Monitor multiple databases for accuracy (people, assets & applications)• Assist in license management for Adobe, MS 365• Troubleshoot and resolved complex computer and mobile device related issues for 200 office and remote users • Participate in monthly server maintenance Show less

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  Mother Parkers Tea & Coffee

  Nov 2021 - now

  Sr, Service Desk Analyst