Nancy Kenney

*** ****** **** | West Chester, PA *9380 | C: 610-***-**** | b6cr2n@r.postjobfree.com

Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Technical Support role. Have experience and in-depth knowledge and understanding of numerous software packages and operating systems. Work can be completed individually or as team member focusing on the customer, with excellent written and oral communication skills.

EXPERIENCE

The Haven Group, West Chester, PA

Technical Support Specialist 12/2002 – Present

Provided technical support via telephone and email promptly for Windows, Office, GroupWise and internal software applications listed below.

Key projects:

• Provided second level support to internal Help Desk to resolve user concerns with specific applications, including Windows (Windows 7 and prior versions), Microsoft Office Products (Word, Excel, Access, Outlook), GroupWise, Contact Wise and Cold.

• Effectively answered incoming calls via telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.

• Comprehensive knowledge of using computer systems with excellent project management skills.

• In-depth knowledge of desktop systems, including Windows Server 2003/2008, XP, Vista, and Windows 7.

• Assisted in deploying Help Desk using Service Desk including software selection and development of procedures.

• Designed and implemented detailed Excel reports displaying internet and phone usage.

• Identified and implemented technologies and methods of using existing technology to help users work more efficiently, including:

• Creating/revising macros, SQL and spreadsheets in Excel and access to produce customized reports department manager.

• Developing procedures and training users in electronic data transfer between applications.

• Prepared documentation and training materials, and trained users in all implementation and upgrading Outlook, GroupWise, Contact Wise and COLD.

PeopleSoft Corporation, West Conshohocken, PA

Technical Instructor

9/1996 – 12/2002

Seasoned instructor in the following courses: People Code, SQL/SQR, Advanced SQR, Application Engine, Process Scheduler, and Accelerated People code/SQL/SQR, all taught with SQL Server Database. Provided support to technical PeopleSoft HRMS consulting staff after hours.

Key projects:

• Provided support second level support to PeopleSoft consulting staff.

• Co-Authored Advanced SQR student and instructor guides.

• Lead course liaison for SQL/SQR class.

• Authored instructor guide for People Code, SQL/SQR, and Process Scheduler.

• Attended all PeopleSoft technical classes.

Decision One, Malvern PA

Lead PeopleSoft HRMS Developer 6/1995 – 9/1996

Lead developer in-house developer and database manager during the implementation and upgrade of PeopleSoft HRMS and Payroll systems using ORACLE database.

Key projects:

• Aided in the implementation of PeopleSoft HRMS system release 5.0 (HR, Payroll and Benefit Administration).

• Performed upgrade from PeopleSoft Release 5.0 to 6.0.

GMIS, Malvern, PA

Sr. Programmer Analyst 12/1987–6/1995

Programmer analyst who implemented and supported the following systems for the company:

• Quintus Call Tracking System which used an ORACLE database and was written in C and SQR.

• ACT Sales Lead Tracking System

• Ceridian Payroll System

• Clinical Request System - Written in C and Word on top of an ORACLE database.

EDUCATION

Delaware County Community College

Associate Degree, Major in Business Administration and Information Technology

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