LATORIA L. GOLLIDAY

214-***-****

Aubrey, Texas *6227

acvxjs@r.postjobfree.com

PROFESSIONAL SUMMARY

Over 16 years of Information Technology skills and experiences; specializing in Systems and Applications Support with additional emphasis in Business Processes, Change Management, Project Coordinating, and Training Development

CORE COMPETENCIES

Hardware/Software Support

Windows 7/8

VNC/Remote Desktop

Microsoft Office 2010

FTP/Exchange Servers

Citrix Applications

ITIL/ITSM Knowledge

Active Directory

SharePoint 2013

Change Management

SCCM

SQL Server Reporting

SAP

Ticketing Systems

Diagnostic Testing

PROFESSIONAL EXPERIENCE

DYNAMEX Dallas, Texas April 2015 – Present

IT Support Analyst

Project lead on all software application installs on desktop and Thin Client virtual machines

Support over 1000 plus computer environment and resolve various types of hardware, software, and network problems for internal/external employees and customers

Work with various support tools such as Active Directory, Exchange Management consoles, Desktop Studio, and Citrix XenCenter to troubleshoot end user problems

Perform all troubleshooting via Virtual Network Computing (VNC) by using IP address or machine name

Open, update, and close problematic incidence via Change Gear ticketing system; also serve as Change Gear coordinator to make necessary system changes related to ITIL processes

Train customers and employees on new hardware and software tools in order for them to perform daily work activities

Work with third party vendors such as HP to fulfill software requirements and hardware equipment orders

Create knowledge base materials for team members, employees, and customers

Latoria Golliday Page 2

BANCTEC Irving, Texas October 2014 – April 2015

Systems Development Specialist (Contract)

One of two people to administer all software evaluation and testing, configuration management procedures, and statistical analysis

Perform detailed analyzes on business processes to ensure system failures and errors are corrected immediately for successful completion of customer transactions

Monitor automated services on multiple servers, importers, and scanners where thousands of client confidential business documents are transmitted

Capture and upload client data from FTP servers in an organized format for easy client access

Exceed in performing and meeting deadlines on pertinent daily request that must meet SLA guidelines to ensure there are no breach in contracts

Restore corrupt account files by creating application configuration files such as ini, org, tif, and fdx

Analyze and critique workflow charts to complete daily production projects

Quickly resolve internal client issues relating to new user profiles, account lockouts, import file issues, adding server access, image transaction failures, and retrieve archive data

Initiated and launched training plan and documentation in SharePoint for other teams to assist in workload

SHOESTHATINSPIRE Lewisville, Texas January 2014 – Present

Business Consultant

Use (FTP) File Transfer Protocol software to revise and upload retail inventory daily on business website and post inventory on numerous social media sites

Create biweekly PowerPoint and Word documents for business meetings and marketing events

Develop business cards, flyers, and pictures of products using Photoshop to generate business

Create biweekly PowerPoint and Word documents for business meetings and marketing events

Recruit, train, and coach new individuals on marketing strategies and correct ways in providing great customer service

Ensure availability of merchandise and services by working with vendors to maintain inventory; corresponding via email, phone, or videoconferencing

Formulate pricing policies by reviewing merchandising activities; determine additional needed sales promotions, authorizing clearance sales, study new trends

Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies

FIDELITY NATIONAL TITLE, Plano, Texas June 2013 - September 2013

Applications Support Analyst (Contract)

Performed detailed testing of new versions of system applications to detect and remove performance glitches to eliminate client impact calls and ticket queue volume

Created and edited SQL scripts to retrieve data to help company leaders prepare for daily tasks and monitor potential problems

Enabled, disabled, reset, and added new user web access accounts as requested by authorized personnel to eliminate security risk

Worked within Business Objects and SQL Server Report Services to modify multiple reports that were disbursed daily, weekly, and monthly to assistants, managers, and vice presidents

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ALLSTATE INSURANCE COMPANY, Irving, Texas September 1998 – August 2011

Software Support Administrator (2004-2011)

Installed, managed, and deployed software applications to over 91,000 workstations and 51,000 servers using SMS/System Center Configuration Manager (SCCM) console in a Data Center environment

Conducted daily task of scheduling, monitoring, testing, and troubleshooting software applications while continuing to surpass a 96% problem resolution queue goal by 3% each month

Installed and monitored McAfee software on system servers to help detect malicious activities or policy violations; performed troubleshooting on any software failures

Project manager on numerous software upgrades leading decisions to identify resources needed and assigning individual responsibilities

Hands on experience maintaining the SCCM infrastructure by resolving site server issues, investigating missing site assignments, and managing site boundaries

Used SQL database daily to create queries, generate reports, and modify scripts

ALLSTATE INSURANCE COMPANY

IT Change Management Analyst (2002-2004) (2008-2011-dual role)

Approved, declined, and updated Change Management request for internal client software installations

Attended weekly Change Advisory Board (CAB) meetings to speak on current and upcoming software applications, projects, and installs

Resolved many Change Management scheduling conflicts by working with requestors to review the severity levels, schedule times, dates, and areas that could be impacted

Assisted project teams to integrate Change Management activities into their project plans

Retrieved and consolidated 5 months of data containing the number of Change Management request in CMDB to help incorporate ITIL processes

Facilitated local IT department Change Management meetings that provided a forum for team managers and project leads to ask questions about current change request and status updates

ALLSTATE INSURANCE COMPANY

Project Installation Coordinator (1998-2002)

Supervised twelve contract employees for one year on high impact office installations that produced a 98% success rate

Educated team members on processes and procedures that contributed to installations being completed on time or before deadlines

Arranged agent office hardware installations, scheduled arrival times for engineers, and ordered office equipment

Prepared and presented reports in weekly meetings for Vice Presidents and Directors showing the progress of installations

EDUCATION

Bachelor of Business Administration

Jackson State University

Jackson, Mississippi

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