Kimberly Morrison

Experience

• 

  Compris Technologies

  Nov 1999 - Feb 2003

  Level II Technical Support

  Troubleshooting Inventory, Cash Control and Labor for 26 different Restaurant and Retail Establishments. Hardware and Proprietary POS Software Support. Supervision of 6 people scheduling breaks and monitoring callsUse of multiple software applications to dial into customer sites to assist in administering customer’s POS equipment. Training newly hired Tier 1 techniciansKey AccomplishmentsPromoted to Tier 2 Technical Support within the first 6 months of employment.

• 

  IT Contractor

  Mar 2003 - Oct 2004

  IT Contractor

  Burger King Corporation | Level 3 Technical Support: Inventory SpecialistHome Depot | CSR I: POS Technical SupportCingular Wireless | Business Documentation Specialist: Metrics Reporting for POS Installation

• 

  Clarity Commerce Solutions

  Oct 2004 - Oct 2006

  Quality Assurance Analyst

  Responsible for testing software break and fix from beta release to implementation. Configured lab (hardware and software) for testing purposes including creating Virtual Machine for efficient turn overTroubleshooting hardware, network and software issues. Use of SQL queries to update configuration for testing, customers and to gather raw data for reporting purposes Key AccomplishmentsKey player in establishing standard testing and documentation processes for newly formalized QA team. This included how test scripts were written as well as how to enter a bug into the ticketing system Show less

• 

  RTI, Inc.

  Oct 2006 - Jul 2007

  Customer Service Representative

  Troubleshooting Inventory, Cash Control and Labor inconsistencies. Train customers on the proper use of implemented proprietary software. Building new customer databases including but not limited to importing employee information, recipes for menu items, and inventory items. Use of multiple software applications to dial into customer sites to assist in administering customer’s database.

• 

  InternetSafety.com, Inc.

  Aug 2007 - Mar 2008

  Customer Service Representative

  • Troubleshoot tickets submitted via online ticketing system, phone and email• Assists end users in configuring software options • Using Remote software to access end user’s computer includes but not limited to Log Me In Rescue• Trouble shooting MAC OSX Tiger and Leopard, Windows XP, 2000, and Vista• Responsible for helping categorize websites in order for the filtering software to properly block websites

• 

  CribMaster

  Mar 2008 - May 2011

  Technical Support Engineer II

  • Handled incoming calls, emails and online service request for Level 1, Level 2 and Level 3 troubleshooting• Set up of peripherals and other hardware on the phone• Software QA for new releases• Project Management for new customer accounts• Onsite installation and training for new customers Key AccomplishmentsCompleted 9 month training course to begin installing and training hardware and software without supervision in 4 months.Recognized by the department manager for being the designated team member to go to customer sites and “clean up” prior unsatisfactory installations and restore positive Customer to Vendor relationship. Show less

• 

  Fidelity National Information Services

  May 2011 - Oct 2011

  Programmer Analyst I

  • Monitor Bill Payment APIs• Using PL/SQL to run SQL queries against Oracle databases while researching bill payment issues• Monitoring general web traffic on client servers• Monitoring UNIX and Windows Server machines for space and CPU issues• Responsible for monitoring code implementation for Quality Control defects and entering them into ticketing system for review

• 

  Grainger

  Oct 2011 - Jun 2016

  • Root cause analysis for systemic issues both hardware and software and proposing work around or resolution for groups of 20 or more persons• Documentation and Training specialist for Helpdesk and Tier II PC Engineers• Training Sales Force on Grainger specific computer policy and technical support usage• Small scale customer facing projects up to 80 man hours including gathering requirements, testing and implementing new technologies• Assist with the transition and ongoing quality management of outsourced helpdesk• Approval of hardware and software for purchase enterprise wide Show less • Second Level troubleshooting for hardware and application failures• User maintenance in Active Directory and Microsoft Exchange 2007 and 2010 • Provide training to Tier I group on new technologies and new hire onboarding• Call auditing, mentoring, interviewing and coaching for Tier I• Technical Documentation for onboarding, new technologies, and SharePoint knowledgebaseKey Accomplishments Worked with a Sales Team member to identify a wiring issue, creating documentation to correct the wiring issue, preventing the recall of $3 million of new vending equipment Unsolicited recognition from Supervisor for being the only team member, of eight, to receive no negative customer feedback in a year Show less

  • End Point Analyst I

    Sept 2013 - Jun 2016

  • SSC Business Support Specialist

    Oct 2011 - Sept 2013
• 

  Walgreens

  Jun 2016 - now

  • Define and implement standard operating procedures for product development.• Oversee and communicate the collective health and status of the Digital Product Portfolio.• Coordinate weekly meetings between Product Leadership, Finance, and Procurement to secure necessary actions for: Budget spend request approval. Contract approval for external resources. Approval Purchase Order and invoices.• Collaborate with portfolio leads and finance teams on budget planning, forecasting, and spending for the fiscal year, weaving together a comprehensive fiscal narrative.• Dive deep into financial analyses for projects and departments, uncovering insights to guide strategic decision-making.• Set up metrics and KPIs to measure effectiveness of tools and processes to aid in informed Leadership decisions in the future.• Continuous improvements and iterations on tools and processes to adapt to changing needs and landscape.• Design and deliver training programs to equip team members with the knowledge and skills needed to adapt to new processes, tools, or roles introduced by change. Show less • Requirements gathering to align KPIs from all IT divisions with the yearly overall company strategy• Data gathering from all IT divisions to identify break/fix trends, mean time to restore systems, and mean time between system failures• Preparing executive summaries for CIO led quarterly IT Departmental meetings• Using Business Objects to query multiple database sources• Creating and documenting business processes including value stream mapping to determine where continuous improvement work is needed to improve efficiency• Facilitation of bi-weekly Senior Leadership meetings for review and approval of all IT projects with budget allocation• Facilitation of year end KPI target setting across all IT departments• Planview administration for Project Portfolio Management• Time entry compliance validation for all IT division leaders• Use of PowerBi tool for reporting information to all IT leaders• Administration of SharePoint and Microsoft Teams sites for IT Planning and Analysis group Show less • Analysis of written prescriptions dispensed by Walgreens pharmacy for client compliance metrics• Analysis of financial data to determine compliance rates, inventory valuation, and client’s increased access dollars• Submission and validation of prescription information for reversal in financial and inventory data• Producing documentation of client prescription data for Office of Pharmacy Affairs Audit• Continuous improvement task force participation to value stream map and implement internal process changes Show less

  • Analyst Sr Digital & Marketing Product Management

    Dec 2021 - now

  • IT Analyst II

    Apr 2018 - Dec 2021

  • Analyst, 340B Audit and Compliance

    Jun 2016 - Mar 2018