Customer Service Management

. Over ** years of IT experience including asset management, knowledge

management, problem management, technical training and course

development.

. Strong analytical skills

. Proven ability to create and improve processes.

. Excellent communication and organizational skills with a knack for

organizing large amounts of technical information into an

understandable format.

. Adept at building powerful working relationships with multiple teams

and individuals in a wide variety of roles.

. Recognized with promotions of increasing responsibility for

outstanding work ethic and proven results.

Progressive Insurance - 2006 - Present

2012: Problem/Incident Management Analyst performing root cause analysis of

major and critical problems, identifying process breakdowns, and driving

towards a reduction of defects in the IT environment.

2008 - 2012: IT Systems Analyst responsible for operational aspects of

software asset management including overseeing the enterprise software

request process and auditing and reporting on unauthorized non-compliant

software found in the environment.

. Created and implemented a customer service improvement that decreased

the time to market for new software by 3 days, improved communication

with customers, and made the software ordering process more user

friendly.

. In coordination with IT Control and the Compliance Monitoring Office

streamlined processes for detecting and tracking new software in the

environment.

. Through data analysis identified security gaps that allowed the

download of unauthorized software on corporate systems. Analysis

results were used to tighten security systems significantly decreasing

compliance risks, security risks and support costs associated with

issues resulting from software incompatibility.

. Instrumental in helping create an automated response to unauthorized

software installations.

. Coordinated 4 teams to develop ITAM tactical training for stakeholders

as we transitioned to a Platform based software portfolio model. This

included managing logistics of multiple site training and presentation

of the training.

. Trained and mentored 4 junior members of the team on asset management

practices.

. Responsible for the team's ISO 9000 documentation including

transitioning documents to a new document control system.

. Created, and managed multiple SharePoint sites used for inter-team

collaboration and communication.

2006 - 2008 - IT Help Desk Specialist: Provided technical support to

employees of the company as a member of the Service Desk.

. Promoted to Tier II support and stood up that team at a new location.

. Collaborated with the Incident Management Team (IMT) to create a more

efficient flow of information and a standardized form of communication

from the Service Desk to IMT during outages resulting in decreased

time in dealing with these outages and improved communication to the

parties impacted by the outage.

. Served as a resource to the Knowledge Management team creating,

updating, and validating Remedy Knowledge Documents, including working

with SME's from a variety of technical teams.

. Acted as liaison between the Service Desk and IT Security for role

based security issues.

. Trained and mentored junior members of the Service Desk.

LSI Corporation - 2005 - 2006 (Contracted through Pro Unlimited): Provided

Tier I technical support and managed the help desk knowledge base.

. Updated a knowledge base that had not been maintained for over a year

including reviewing and purging obsolete documents, creating new

documentation for processes and procedures, organizing documents to

make them more searchable and maintenance of the knowledge base.

. Developed documentation and training material for end user training on

new email system.

. SME for Microsoft Outlook.

Colorado Technical University - 2004-2005: Adjunct Professor visual

communications, taught web and multimedia design courses.

. Provided both classroom and online instruction and had a high success

rate of helping students obtain internships.

. Developed courses on web multimedia and digital imaging.

Springs Video Service: - 1985 - 2004: Produced videos, multimedia projects

and web sites for a variety of clients. Business owner.

. Managed all aspects of the business including marketing, customer

service, and project management.

. High customer satisfaction rating with over 90% of business ultimately

coming from previous clients.

. Awarded first place in national video competition sponsored by

Panasonic.

. Published article on customer service for small businesses in

Videomaker magazine.

. Served as Vice President of local Professional Videographers Guild.

Education and Certifications:

B.A., Macalester College, St. Paul, MN, graduated Cum Laude, majored in

education

Certified Internet Webmaster (CIW) Master Designer

ITIL V3 Foundation Certified.

Technical Skills: Remedy, Microsoft Office Suite, SQL Server Management

Studio, SharePoint, Outlook, Lotus Notes, Photoshop, Dreamweaver, Adobe

Premiere, Adobe Acrobat, Blackboard, Avaya, Remedy, Citrix, Blackberry

Server, Windows 7, IIS, Root Cause Analysis,

Accomplished IT analyst, with a strong background in IT asset management

including overseeing a large corporate software request process and

auditing assets for non-compliant software

1511 Chadderton Ct., Colorado Springs, CO 80907

719-***-**** *****.******@*****.***

Susan McAtee

Summary of Qualifications

Professional Experience

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