Manager Technical Support

Shawndra N. Worthy

*** *. *** ** *** A; Lancaster, CA 93534

(Cell) 310- 714-0755

(e-mail) ***************@*****.***

Career Summary: I am a seasoned professional with over 13 years of

experience in the IT industry. I've held various positions ranging from a

Technical aspect, Project Coordination, and Administrative/Management

Support. I possess a strong professional work ethic that includes

outstanding verbal, written, and interpersonal communication skills. I am

currently seeking an opportunity that will allow me to successfully grow

within the organization as well as becoming a positive attribute.

highlight of qualifications

Operating Systems & System Application Experience:

As/400, UNIX, Windows 95/98/NT/2000, DOS, Stratus, ROBOT User,

QCHASE, Support Magic,

MS CRM, MS Sharepoint Portal Server, & Real Easy Office Manager

Hardware & Software Knowledge:

General PC, Modem, 3490/3590 cartridge tape drive, Reel to Reel,

Microsoft Office, MS Project, Lotus SmartSuite, HyperTerminal,

WinZip 7.0, Adobe Acrobat 7.0 Professional, Filemaker Pro

Special Skills:

Type 81 wpm, quick learning habits, multi-tasking, capable of

handling pressure, and meeting deadlines.

Career Related Experience

Task Queue Manager; NBC Universal, Universal City CA (Aug2006-present)

Manage the Deskside Technical Support queue for the Universal and Burbank

lot, delegate

problem/request tickets to the appropriate Technical Support analyst, and

manage all the Technical Support

analyst queues . Generate time sensitive queries and reports as they are

relative to any unreasonable delays and

address each incident in the appropriate manner. Manage the Technical

Support Line and manage the 3rd party

Printer Vendor Repair Queue.

IMAC Receiver; NBC Universal, Universal City CA (Apr 08-June 08)

Manage all West Coast purchase requests from time of requisition approval

until installation. Also

maintain necessary correspondence with clients as it pertains to submitted

purchase orders.

Technical Assistance Center Coordinator; Metronome Inc., Irvine CA (Jan

2006-Aug 2006)

Coordinate & manage projects specific to Cisco technology. Schedule & task

engineers to

complete projects specific to the outlined project scope & plan. Fulfill

all customer, sales, &

internal support requests. Maintain the customized helpdesk tracking

database & generate weekly project

status reports for account manager's and management dept.

Helpdesk Call Administrator; Image One Corporation. Tampa, FL (March 2005-

Oct 2005)

Provide technical software support to customers, maintain and manage the

helpdesk database, design/test customer applications, generate training

documentation for customer applications, and monitor open cases in helpdesk

database.

Helpdesk Consultant; CGS/IBM Corporation; Atlanta, GA (Aug 2004-Dec 2004)

Provide 100 % technical phone support for Commercial Desktop and Laptop

components, generate trouble tickets for new cases, troubleshoot new and

existing cases, and route incoming calls to 2nd tier personnel on the As400

platform.

Clerk Typist; City of Pensacola Housing Dept ; Pensacola, FL (Contract

Assignment March 2003-June2004)

Process inspection reports, scan/index client files, & input client

applications as well as file them appropriately. Manage

incoming support line and maintain front desk.

As400 Computer Operator; BIC Graphic USA; Tampa, FL (Jan 2001-June 2003)

Monitor the activity of the As/400 system and all Network applications,

generate the nightly invoice run, unload/ load tape drive, execute CL

commands and monitor all As400 batch jobs. Perform weekly check run,

maintain AS400 printers and helpdesk .

Shawndra N. Worthy

506 W. Ave J4 Apt A; Lancaster, CA 93534

(CELL) 310- 714-0755 (e-mail) ***************@*****.***

As400 Computer Operator; Citigroup; Tampa, FL (Contract Assignment Mar 2000-

Aug 2000)

Monitor the AS/400 and all Network rack applications and Unix system.

Generate nightly batch run, unload/load tape drive,

& execute CL commands. Maintain AS400 printers and provide backup

assistance to Helpdesk support line.

As400 Data Translation Analyst; Assurant Group; Tampa, FL (Aug 1996-Mar

2000)

Manage uploading/loading data to the As400, maintain data integrity as well

as making corrections to data as necessary,

provide customer support, and execute CL commands as well as monitor batch

jobs.

Education

Pensacola Community College Studied to obtain AS in Networking

A+ Certification Currently studying

REFERENCES: Furnished Upon Request

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