My Resume

Qualification Summary

IT Analyst with over 20 years’ experience working with computers and information technology

Excellent troubleshooting and customer service skills

Experienced in administration, configuration, and maintenance of all Windows and Mac environments

Technology Instructor with expertise in teaching novice to expert levels in multiple applications, including Microsoft Access, Word, Excel, PowerPoint, and Outlook.

Exceptional presentation, communication, and organizational skills with natural ability to break down and explain complex technical topics for maximum comprehension to users on all levels of expertise.

Confident professional with an enthusiasm for technology.

Work Experience

St. Luke’s UMC, Office Administrator, February 2019 to May 2020, Shreveport, Louisiana

Create weekly bulletins and slide presentations for Sunday service and any special services.  Maintain outside digital signs with graphic messages.  Troubleshoot any technical issues that may arise.  Maintain all correspondence and phone calls that come to the office, routing them to the correct place.  Design any special programs and flyers.  Design monthly newsletter and bi-monthly church calendars. Maintain church website.  Create PowerPoint videos to play on monitors in church.  Daily management of the church office.

Enterprise Computing Services, Service Coordinator, June 2018 to October 2018, Shreveport, Louisiana

Maintain responsive, exceptional customer service, understanding client satisfaction and perception as well as perform all duties with the goal of building and maintaining long-term customer/vendor relationships

Daily Required Functions included:

• Monitor and review all service requests for your team, assigning to appropriate Analyst based on availability and skill-level

• Monitor and review KPI Dashboards daily for your team and entry of KPI’s in Dashboard

• Report on your team’s weekly KPI’s to the management team

• Lead daily huddle meeting with your team and the management team

• Schedule remote and onsite technical support based on priority and urgency

• Communicate with customers regarding status updates, onsite visits, and scheduled work

• Ensure that service requests for your team are being resolved in timely manner

• Escalate service requests as needed

• Assist with emergency response as point-of-contact for customers and internal stakeholders

• Document internal processes and procedures related to duties and responsibilities.

• Approve and submit time sheets weekly by Saturday at noon for your team

• Create System work flow report and document processes created

• Report customer concerns or complaints to your manager or account manager

•  Answer internal and external communications timely and professionally

Insight, Network Services Technician, May 2016 to February 2018, Shreveport, Louisiana

A Network Services Technician for VISN 16 VOV is primarily in charge of maintaining and troubleshooting a fully functioning medium size Network (100-300 end device LAN) across the stationed hospital. The Network incorporates 100+ ST185C (Swing arm TV/Computer) End Devices throughout Patient rooms in the VA Hospital.  The Network Services Technician performs installation, modification, repair, testing and/or servicing on systems and communications equipment, including, but not limited to: hardware and peripherals; software configuration; voice, video and data cabling systems; and networks. Incumbents service both internal Insight teammates, as well as clients on site.  Duties include:

• Performs necessary hardware and peripheral repairs. This includes, but is not limited to, identifying the problem and determining the most efficient and cost-effective way to resolve the problem while keeping customer downtime to a minimum.

• Installs and tests system hardware at customer site. This includes, but is not limited to, setting up the hardware, testing the hardware to make sure it is working, identifying system hardware problems and following any special instructions.

• Provide basic training to users on how to use the system and help them if they need assistance

• Completes all required documentation involved in a service call to ensure accurate billing, and timely return of defective products/parts, with respect to warranty or contract.

CSRA, Helpdesk Technician, May 2015 to February 2016, Bossier City, Louisiana

Provide helpdesk support to CSRA employees, contractors and Federal accounts via telephone, email and through Service Now ticketing system
Password resets, printer installs, software installs etc.
Troubleshooting software malfunctions, printer malfunctions, cell phone issues

Resolving technical problems for users which include computers, Macs, iPhones and printers, by providing Tier II support for problem resolution and/or isolating the problem for appropriate escalation.

Assisting end users in troubleshooting and resolving IT issues
Escalating request to appropriate support group (sending software requests to End User Support, sending tickets to Lotus Notes Team to recover lost id's etc.)

Best Buy Geek Squad, October 2014- May 2015, Bossier City, Louisiana

Provide IT troubleshooting, diagnostics and resolution to client's issues for PC, Mac, cameras, cell phones, TVs, printers and other electronics

Provide OS and software installations, virus removal, data retrieval, network connectivity and functionality checks

Replacement of non-functional hardware components and diagnostics for proper functionality, OS re-installation and proper setup, Software installations, virus removal, troubleshooting computers network connection and proper setup for optimal connectivity. Data retrieval from non-functional Internal or External HDD's, flash drives,
Sales floor help and POS Transactions

IT Analyst/Consultant, Jan 2010-Present, Shreveport, Louisiana

Provide IT and graphics design freelance services

Comprehensive technical support, strong attention to detail, organizational and analytical skills.

Resolved issues and maintained workstations, Installation, support and upgrades of computers.

University Health (formerly LSU Health Science Center) February 2002 – October 2009 Shreveport, Louisiana

Provide PC and network support services including network installation and configuration, Internet connectivity, hardware troubleshooting, OS installation and configuration, PC repair, virus protection and security management, and backup management

Provide clients with onsite and offsite help desk support

Respond to telephone calls, email and personnel requests for technical support, tracking and monitoring the problem to insure a timely resolution

Perform software OS and application upgrades as necessary

Enabling Technologies

Applications: Cisco Any Connect(VPN), Lotus Notes, Active Directory, Citrix, Gets/WPS, RSA security console, Putty, UltraVNC, TeamViewer, Dell SonicWall NetExtender,

Databases: Lotus Notes

Methodologies: Gras and Titan Tokens, EMEDNY RDP, TSO EMEDNY

Operating Systems: Windows 10, Windows 7, Mac OSX

Software: Microsoft Office Suite, Workday, Spiceworks, Skype for Business

Education

MA Missiology, Wheaton College Graduate School, Illinois, USA, 1992
BA Sociology, Dartmouth College, New Hampshire, USA, 1989

AAS Communication Media, Bossier Parish Community College, Spring 2021

Training

IT Hardware class (prep support for A+ Hardware exam)-Winter 2019 at BPCC (received an A)

IT Software class (prep support for A+ Software exam)-Winter 2019 at BPCC (received an A)

Cracking the Code Ruby on Rails class

CompTIA 220-801 and 220-802 online classes

Windows 2000 Networking and operating essentials instructor led course

Organizational/ Volunteer Affiliations

Red River Coalition of Community Gardeners

American Heart Association Go Red for women/Heart walk volunteer

City of Shreveport Mudbug Festival Volunteer

Susan G. Komen volunteer