Experience

• 

  Teksystems

  Nov 1999 - Jan 2004

  • Provided technical assistance, supporting internal users on products used companywide. • Offered Individual support to 40K+ users on Company’s repository system by phone and email. • Created, developed, and maintained website for first-level support.

  • IT Analyst for Tosco / Conoco

    Jul 2001 - Jan 2004

  • Customer Support Help for Motorola

    Nov 1999 - Jun 2001
• 

  Circle k

  Jun 2004 - Nov 2007

  Customer service representative - it anaylst / junior change manager

  IT Analyst / Junior Change Management• Provided general troubleshooting for Personal Computers, Laptops, Printers• Assisted with creating userid/passwords/permissions for database applications• Monitored stores connections and offered first line support for brining sites back online with dropped connections• Weekly attendance for change management discussions and input on requested changes• Created department web site, providing centralized support for applications. Show less

• 

  Ibm

  Dec 2007 - Jun 2017

  Customer service representative / change management

  • Administrated changes within the network.• Managed risk associated with change, providing minimum system network down time.• Pre-audited, tracked, and provided metric reports for network changes.• Assisted in implementing new policy and procedures• Worked with IBM liaisons, overseeing and guiding individuals though processes ensuring successful changes.• Hosted daily discussions on current changes, coordinated resources assignments for quicker enhancement request.• Assisted in Critical Incidents by providing support and lessen down time of servers.• Created requests called in by clients, providing impression for direction of request before connecting to work group.• Learned Change Management program independently, resulting in promotion to Change Management Team Lead.• Obtained ITIL Foundations Certification Show less

• 

  Pcg public publishing llc

  Feb 2019 - now

  Customer service

  • Handled between 70 – 90 inbound and outbound calls daily.• Created online accounts, unlocked accounts and reset passwords.• Answered questions regarding monthly authorizations.• Assisted in creating and editing time sheets.