Carla W.

Experience

• 

  JP Morgan Mortgage Capital

  Sept 1992 - Nov 2000

  Sr Mortgage Processor/Technical Liason

  -Timely review and pre-underwriting of all loan applications for proper documentation and disclosures, as per lending guidelines in place for FHA/VA, FNMA and FHLMC mortgages.-Frequent customer contact via phone and email and written communications-Technical contact with Corporate IT department, to assist with any technology troubleshooting of servers, network equipment, printers/copiers and personal computers, as needed.-Assisted Loan Officers with learning and use of company laptops and proprietary mortgage lending software Show less

• 

  Mass Audubon

  Nov 2000 - Mar 2018

  User Services Manager

  - Promoted to supervisory role, from User Services Specialist in 2009.- Provide support and guidance to User Services Specialist, Technology interns/volunteers.- Provide support and troubleshooting for all systems, servers, networks, workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve daily trouble ticket.- Triage on special projects with other members of IT Team.- Cultivate and maintain relationships with IT vendors.- Consistently logged and monitored ticket status to ensure fast, quality resolution of every issue. Provide remote and phone support to help resolve user issues in a timely fashion. Manage resolution of escalated tickets.- Installation of all types of hardware, which includes, but not limited to servers, desktops, laptops, printers, Wi-Fi access points and routers, network switches, VoIP phones both at HQ and at remote locations.- Manage the purchasing of all technology equipment and accurately maintain a database of all hardware and software assets; ensured that all proper licensing was acquired, maintained and renewed.PROJECTS- Installed and configured webcam and related software for online streaming of Owl Nest box for public viewing, thru online streaming site, UStream.tv. - Perform annual replacement of 80-100 desktop/laptops and 4-5 Microservers – which involves purchasing, imaging, scheduling and deployment of machines to end users and remote office locations.- Planned, scheduled, deployed software installations and upgrades of Office 2000/2003/2007/2013, to over 300+ machines. Scheduled and held mandatory training for all staff, via classroom, online webinar and online self-help video.- Planned and implemented Security Awareness Program for all staff thru KnowBe4.com. Show less

• 

  Dell Technologies

  Mar 2018 - now

  •Installing, troubleshooting, configuring, locally and remotely installed laptops and desktops. •Installing, troubleshooting, configuring and repairing Windows OS and related update/upgrade projects as well as supporting installing and troubleshooting of other corporate approved software installations.•Installing, troubleshooting and configuring of mobile devices, printers (home/corporate), external peripherals, network connectivity (home/corporate)•Onsite support of video conference rooms and related telecomm/video equipment – provide on the spot training to users•Provide hardware break/fix support of Dell laptops and desktop systems•Manage onsite loaner stockroom for 50/55, including upgrading to current systems, reimaging and assignment and retrieval of systems to end users•Actively participate in the weekly Onsite/Remote New Hire onboarding - providing support and troubleshooting, attend weekly New Hire IT Support Forums and New Hire Support weekly status meetings•Provided temporary Site Services Service Desk phone support from June 2020 thru October 2020 - actively answering phone and fielding users questions and issues and handling appropriately.•Effective queue management, successfully meeting KPI metrics and addressing any SLA concerns•Hosted/Co-hosted Virtual/In-Person IT open doors on various subjects, such as Teams, Zoom, End of Life Refreshes, Assistive Technology, Print AnyWhere, OneNote.•Perform Active Directory administration of Hosts (add/remove) and Users accounts (Unlock accounts/password resets/add to allowed security groups).•Access Exchange Online to verify permissions for shared mailboxes, check ActiveSync status, allow access for mobile devices•Administration of Workspace One clients via management console – verify enrollment, application install, troubleshooting – large and small clients•Administration of RSA Secure ID tokens – add/remove, assist users with new tokens or migrating current tokens to new systems Show less

  • Advisor IT Technical Analysis

    Mar 2023 - now

  • Sr IT Analyst

    Dec 2021 - Mar 2023

  • IT Analyst

    Mar 2018 - Dec 2021