*** **** ****** 717-***-****

Middletown, PA sandra.adcock@gmail

***** .***

Sandra Adcock

Skills Ticketing Tools – Service Now, Remedy, Alive Chat, Microsoft Lync.

Email Clients – Microsoft Outlook, Louts Notes

Windows – Active Directory, Windows XP, Windows 7

Warehouse Management Applications – WM Manhattan (AS400) Platform, DLX

Remote Access Tools – RSA Secure ID, Cisco Certificate, Cisco VPN Client

Experience

DHL / Exel Mechanicsburg, PA 1990–Present

Senior Service Desk Lead

Ensure daily work is distributed throughout the team to maintain call

volumes and reduce mean response times. Monitor queues and respond

effectively to requests received through multiple contact channels: phone, email,

text, web ticketing and internally created tickets. Install Cisco Certificates

according to install schedules and monitor backlogs to reduce delays. Ensure all

Service Requests are completed on schedule and escalate all high priority

tickets for quick resolution.

Promoted to Service Desk Lead in 2003. Main responsibilities include:

providing guidance to Help Desk staff; Training new associates on how to

create, resolve and escalates incidents within the service management tools;

Assisting with onboarding of new associates; Documenting internal procedures

and processes.

Emergency Incident Manager (EIM) for major outages. Manage an average

of 10 major outages per week. Troubleshoot and engage necessary 3rd level

support personnel to resolve major issues.

Utilize ServiceNow to record and track incidents. Performed UAT in

ServiceNow during an 8 month Remedy to ServiceNow conversion project

which rolled out over a weekend in August 2014 without major issue.

Troubleshoot network connectivity issue using Net Flow Analyzer

Manage and install CISCO VPN Client for Internal and External Customers.

Install and configure approximated 10 External VPN Clients a week.

Monitor and document system errors for 26 AS400’s running WM

Manhattan warehouse management application.

Maintain daily work schedule accounting for team vacations, sick leaves

and rotating support schedules to ensure proper staffing

Reliable Office Products Harrisburg, PA 1980-1990

Data Entry Clerk

Created approximated 300 picking slips for the warehouse on a daily basis.

Printed approximately 150 invoices and credit memos daily.

Maintained daily backups and a tape library rotation of approximately 250

tapes.

Certification

ITIL Foundation Certificate

HDI Help Desk 2000 Certified

Education

Middletown Area High School Middletown, PA 1976–

1980

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