Manager Administrative Assistant

Jerard Baker

Phone 404-***-****. *********@*****.***

**** ******* ***** ******, ** 30519

profile

Dedicated professional looking to obtain a

career-oriented position that will allow me to use

my experience and skills while providing

opportunities for advancement. Successful track

record in a variety of settings, including campus

and corporate. Able to build professional

relationships on all levels.

Education

Valdosta State University, Valdosta, GA

Bachelors of Science, Business Administration,

Marketing

August 1995

Brunswick College, Brunswick, GA

Associate of Science, Business Administration

June, 1993

technical expertise

SOFTWARE

Windows9x/2000/XP, Vista, 7, Microsoft Office

97-2003, 2007, Hp-UNIX, Informix SQL, PL/SQL,

Oracle, Lotus Notes, Internet Explorer, PC

Anywhere, Dreamweaver, Fireworks, PhotoShop,

Symantec Ghost, Command Center Remote, UNIX Shell

Scripting, Active Directory, Sugar CRM, Vantive

Experience

12/2007-1/2009 Harbor Payments/American

Express Atlanta, GA

Business Systems Analyst II

Position involved providing 2nd level software and

database support for Harbor Payments' clients

through process monitoring. Used UNIX and PL/SQL

Developer to run SQL select queries to research and

troubleshoot invoice load inquiries or failures.

Used the information from these queries to create

and resolve cases for clients. Was responsible for

manually processing payment files that did not

update through normal processes in some cases. Used

Active Directory daily to assist clients having

issues with logins and passwords. Used Sugar CRM to

generate case resolution statistics and imported

the information into Excel spreadsheet reports.

12/2005-12/2007 Home Depot, Inc Atlanta, GA

Associate Systems Specialist

Position involved providing 2nd level hardware,

software, network, and database support for all

Home Depot stores. Supported end-user hardware,

software, and database applications using tools

such as VI Editor, PC Anywhere, and telnet. Used

UNIX and VI Editor to run SQL select queries daily

to research and troubleshoot issues, then created

inserts, loads, unloads and deletes to update and

correct tables within the Home Depot's customer

order database to resolve store user and customer

issues. Facilitated rebuilds on store PCs using

Command Center Remote and Symantec Ghost.

Implemented training materials and classes for new

help desk associates through web pages and

documentation to familiarize them with Home Depot

systems and procedures. Provided rotating weekly

on-call duties for Level 1 Operations Associates.

Partnered with third level support teams to assist

in troubleshooting known system issues as well as

assisting with beta pilots and supporting existing

systems to ensure stability. Constantly researched

and documented call avoidance processes.

10/2003-12/2005 Home Depot, Inc

Atlanta, GA

Associate Operations Specialist

Provided first level point of contact support for

Home Depot and Expo Design stores supporting

proprietary applications as well as in-store pc's

and peripherals. Used Vantive call tracking

software to log incoming calls. Used tools such as

PC Anywhere and SQL queries and updates to

ascertain and resolve problems in as efficient a

manner as possible. Took on extra tasks such as

completing daily and weekly manager's help desk

diary, and assisted in training of newly hired

associates.

7/2003-10/2003 Insight Global

Kennesaw, GA

Help Desk Support/Project Team Lead - Contract

Contract assignment for DuPont; provided 100% first

level phone support for DuPont and

Invironmentalists branches. Assisted with

converting nationwide branches to new network

settings and troubleshoot additional problems

regarding the transition to new network settings

and connectivity issues (DHCP, DNS, and WNS).

Supervised and monitored the conversion team's

performance to ensure that the branches were being

set up effectively. Prepared weekly update reports

related to the network conversion process. Provided

Dell desktop and laptop troubleshooting/support for

Windows 98/2000/XP.

2/2003-4/2003 Tabb & Tabb CPA's Atlanta,

GA

Technical Operations Manager

Provided technical and administrative support

within a certified public accounting firm,

including supervising an administrative assistant.

Maintained the file and print server to make sure

that they were operating efficiently. Upgraded,

diagnosed, and maintained desktop and laptop

computers to ensure that all equipment was

operating at maximum efficiency.

9/2002-11/2002 Act-1 Staffing Atlanta,

GA

Database Analyst - Contract

Contract assignment for SunTrust; provided phone

support in updating and maintaining a web-based

database. Maintained daily contact with SunTrust's

Richmond office regarding information and billing

references. Used Microsoft Office (Excel, Word, and

Outlook) for creating correspondence, maintaining

statistical data and other information.

5/2000-6/2002 Morningstar Treatment

Services Brunswick, GA

Communications Officer

Provided technical and administrative support for

the President, Vice President for Clinical

Services, and Vice President for Residential

Services. Monitored and maintained all on-campus

communications (telephone, on- and off-campus

radio). Maintained all computer systems (hardware

and software), and placed service calls for office

equipment. Updated all forms and documentation for

treatment service workers.

Accomplishments

. Maintained a successful issue resolution rate (92%).

. Served as Project Liaison with Home Depot business

analyst teams on new application project rollouts.

. Used Macromedia Dreamworks and Fireworks to create an

online tutorial and FAQ documentation for Home Depot's

Showroom POS (SPOS) application to train Level 1

operations associates.

. Created a working document template format using

Microsoft Word for Morningstar Treatment Services

treatment plans so they could be readily updated.

. Built an Access database to maintain a record of clients

in Morningstar Treatment Service's care.

Contact this candidate