Madelene A.

Experience

• 

  Mortgage Access Corp.

  Dec 1998 - Mar 2000

  IT Analyst

  • Supported over 300 users by trouble shooting various Applications.• Software installations, Windows NT 4.0, Windows 95, 98, Outlook 2000, IE 4.0• Hardware installations, Network Cards, Video Cards, Memory, CD-ROMS, and Floppy Drives• Configured laptops and desktops for new hires• Added and deleted users to Windows NT 4.0 Server• Maintained passwords on the Server

• 

  Deloitte & Touche Tax Technologies

  Jan 2000 - Jan 2001

  Senior Analyst / Help Desk Support

  • Supported over 20,000 users by trouble shooting various Proprietary Applications• Supported Windows 98, Microsoft Outlook 2000, and Microsoft Office• Supported users via PC Anywhere 32 Version 8.02• Reset users passwords• Entered Help Desk calls into our tracking system, which was Support Magic Version 4.01

• 

  Bristol Myers Squibb

  Mar 2000 - Oct 2000

  Help Desk Analyst/Supervisor

  • Managed 24 Help Desk Analysts• Supported over 4,000 BMS Representatives by trouble shooting various Applications.• Developed reports in ACD and Remedy, for Staff Productivity• Handled calls, which were escalated from Analysts• Conducted daily staff meetings to evaluate our progress

• 

  EY

  Feb 2001 - now

  Responsible for the service transition activities related to the firm’s infrastructure and application solution projects. The main activities are to ensure the smooth ongoing operation and support of the solution, and the successful technical deployment to the user community. Responsible for assessing the transition scope and characteristics of each project, and from this construct and execute an appropriate transition plan. Some of my top products are EYI My Docs, EY Mobility Pathway and EY TaxChat. Show less • Provided technical support for users globally by trouble shooting various applications, including but not limited to; eDocs, One Source Due Date Tracker, EYGems, GAMx, Lotus Notes, EYRC, BlackBerry, Good for Enterprise, Planner CS, Active Directory, Internet Explorer, ARMS, CRM, Outlook, Microsoft Office products 2010• Handled calls, which were escalated by Level 1• Assisted Level 2, Level 3 and Product owners on challenging issues• Managed and coordinated meetings and training classes for assigned products• Ran monthly reports for products I supported to identify possible trending issues and created knowledge when necessary• Proactively sought out ways to improve the overall productivity of the team • Created and maintained knowledge and shift left when warranted• Streamlined and eliminate unnecessary escalations• Worked closely with Product Owners and Level 3• Conducted weekly case reviews• Coached, mentored and trained peers• Portfolio Lead on Tax & Market Applications - Review Operations Manuals and Transition Impact Assessments• Managed team of 22 Show less

  • Transition Manager

    Jul 2014 - now

  • Supervising Associate

    Feb 2001 - Jun 2014