Kate Westall

Experience

• 

  Adults-Teens Encounter Christ retreats

  Apr 1997 - Dec 2003

  Volunteering
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  American Express

  Oct 2003 - Jun 2004

  Customer Service helping advisors with billing disputes, software ordering issues, and resetting passwords. Customer Service helping advisors and clients access and navigate the Financial Account and Brokerage websites

  • Level 1 Help Desk

    Nov 2003 - Jun 2004

  • Level 1 Help Desk

    Oct 2003 - Nov 2003
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  McGladrey

  Jun 2004 - Dec 2004

  IT Associate Consultant

  Work with IT General Control Reviews, IT Application Testing, Quarterly IT Testing, IT Audits, and SAS70 Reviews.

• 

  Lifetouch

  Dec 2004 - Mar 2006

  Service Desk Analyst

  Answering Phone calls and E-mails from employees within the corporate office. Provide Level 1 Support via phone, desktop visits, repairs to equipment, or software installation/upgrades.

• 

  Interstate Companies

  Mar 2006 - Aug 2006

  Level 2+ Helpdesk Analyst

  Answering Phone calls and e-mails from employees within the corporate office. Provide Level 2+ Support via phone, desktop visits, repairs to equipment, software installation/upgrades, or setup computers

• 

  Emerson Process Management Rosemount, Inc

  Aug 2006 - Apr 2008

  Associate System Administrator

  Desktop support for internal employees within the corporate office. Phone, remote, and network support for Field Sales employees nationally. Provide desktop support via phone, desktop visits, repairs to equipment, software installation/upgrades, imaging or setup computers

• 

  Precise Software, LLC

  Apr 2008 - Jan 2009

  Software Installer/Trainer

  Software support for customers via phone, PCAnywhere, and Remote Desktop Connections. Installation of software and pre-training setup before arriving on site. Week long training on-site for the company employees both in classroom and one-on-one. Post-training support.

• 

  Corporate through ProStaff

  May 2009 - Dec 2009

  Transitional Support Specialist

  and inputting data into the promotional planning systems, verbal and written communication and verification of prices and deals. Fielding questions and processing requests with the grocery chains, maintaining accurate input of various data into the appropriate systems, providing accurate record keeping associated to contracts, deals and promotions, ad proofing, developed spread sheet formats and maintenance of data input. Liaison between Business Planning Groups, vendors; regional and national marketing agencies; provides peer training for multiple staff employees while providing valuable company feedback on a variety of products within Show less

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  Carlson Companies

  Dec 2009 - Nov 2012

  Makes recommendations for appropriate products, insures proper documentation and business justifications of all requests. Applies and practices continued process improvement and customer product quality. Initiates escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented targets. Provides level 1 problem determination and support to a specific Carlson business or corporate function using documented procedures and available tools. Records problem symptoms and status information in a timely fashion in an effort to communicate with and properly utilize senior staff. Acts as primary focal point for all customer service support call-initiated workflow through I.T. logging all customer questions, requests and problems and tracks the same through to resolution. Provide training to current and new associates. Show less Ensures proper documentation and business justification of all requests. Provide Level 1 problem determination and support to a specific Carlson business application using documented procedures and available tools. Records problem symptoms and status information in a timely fashion in an effort to communicate with and properly utilize senior staff. Acts as primary focal point for all customer applications. Supports call-initiated workflow through IT, logging all customer questions, requests and problems and tracks the same through resolution. Ensures timely escalation of customer problems by documenting the impact to the customer and by assigning an appropriate priority and resolution target. Provide training to current and new associates. Fly to other Carlson IT locations to train current and new associates. Show less

  • Sr. Business Support Analyst

    Mar 2010 - Nov 2012

  • Business Support Analyst

    Dec 2009 - Mar 2010
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  Axxis Software

  Nov 2012 - now

  Software Support Executive

  Software installation, training and support.