Manager Help Desk

Tracie L Wallace

***** ****** ****

Fayetteville, AR

Cell 479-***-****

Personal Email Account: *********@********.***

EDUCATION

**** - **** ***** ******* ******, CO

Computer Science

Pascal, C+, Windows Operating Systems, Computer Workshop (Microsoft

Office),PC Maintenance Troubleshooting and repair, Business Ethics

2006-Present Northwest Community College

Computer Information Systems

SQL Server, Unix

WORK EXPERIENCE

Resolution Research and resolve deductions.

Management/Accou Resolve daily, monthly, deductions

nting Contacting brokers and salesmen on a daily basis to

resolve deductions

Researching SEM for promos that are available to

clear the deductions

Accounts payable and receivable

Managed approximately 10 co-workers for Hurry Back

convenient store.

Balance daily, weekly, monthly inventory logs

Make daily deposits to the bank

Administrative Answered phones.

Duties Gathered and input data.

Created, generated and distributed daily, weekly and

monthly reports.

General filing duties.

Help Desk Skills

Worked for Tele-Tech in Thornton, Colorado where I

answer help desk calls for clients with AOL that

needing assistance in trouble shooting, billing, or

opening new accounts.

Worked for Echo Star (Dish Network) in Westminister,

Colorado where I worked in the help desk department

Thursday through Sunday 10 hour shifts receiving

calls from clients needing assistance with their

satellite system. I also addressed billing issues and

received payments over the phone via credit card and

checking accounts. I also would sell upgraded systems

to clients as they called in.

Weekend and night Help Desk Call Operator for over

300 worldwide offices.

Assist customers with identifying and resolving

various issues which are tracked through Remedy V7.

Some of the common issues addressed are:

Application Errors

Contact Application Support As Needed

Client Training

Application Navigation

Outlook Email Features 2003 & 2007

Remote Access

DameWare V 3.80.0.0

IPASS

Neo VPN

Web-based Applications

Windows O/S (2000, XP)

Connectivity Problems

Contact In-House Network Engineers

Contact In-House Telecomm Techs

Contact Third Party Service Providers

Southwestern Bell

Verizon

Drive Mapping

Outlook Profile Configuration

Password Changes

AIX Accounts

DKCICS (DKTSO) Accounts

Network Domain Accounts

SAP Accounts

VMS Accounts

Printers

Add To Local Work Station

Re-acquire

Re-direct Print

Stop/Start/Purge Queues

Datacenter Facility Environmental Monitoring - Normal Operating

Operator Conditions

Functions Air Conditioning - Seven Units At Corporate

Active Alarms

Temperatures Within Range

Humidity Within Range

Pooling Water Under Raised Floors

Air Conditioning - 70+ Units Across The United States

Temperatures Within Range

Humidity Within Range

Generators - Two Units At Corporate - Monthly Testing

750KW Diesel Powered Generator

10KW Diesel Powered Generator

Notify Corporate Facilities Maintenance of Needed

Replacements or Repairs

Leaking faucets

Light Bulbs

Miscellaneous Other Items

Equipment Service Calls

Scheduling

Air Conditioning Units

Automatic Doors

Elevator

Network Equipment

Printers

Tape Drives

Meet Repairmen at Various Locations

Printing And Distribution Functions

A/P Checks

Payroll Checks

Workman's Comp Checks

Various Enterprise Reports

Support Application Programmers And Hardware

Technicians

Monitor System Alerts Via Tivoli v 3.9.0

Job Aborts

Directory Space Issues

Power Loss Alerts

Temperature and Humidity Alerts

Contact In-House Support Personnel Regarding

Application Errors

Connectivity Issues

Hardware Failure

Job Aborts

Assist Application Programmers And Hardware

Technicians

Find and Delete Old Files to Free Up Directory Space

Power Cycle Servers

Restart Job Processes

Cronacle Scheduler V 6.0.2.5

VMS V 7.2 Scheduler

Tape Backups - Daily/Weekly/Monthly

Automated Tape Library Volumes Maintained With TSM

Manager V 4.2

Remove Tape Volumes As Needed

Load Scratch Tapes As Needed

Over 15,000 Tape Volumes Monitored And Stored

Offsite Volumes

Onsite Volumes

Disaster Recovery Volumes

Facility Environmental Monitoring - Emergency Power

Operating Conditions

Automatic Transfer Switches (ATS)

Available Source

Frequency

Voltage

Two Generators - Continual Monitoring Until Utility

Power Is Restored

Frequency

Fuel

Oil Pressure

Room Ventilation

RPM

Temperatures

Voltage

Uninterruptible Power Systems (UPS) Batteries

Employment

Summary

2007- Current Computer Operator III, Tyson Foods, Inc.,

Fayetteville, AR

Denice Whitney Supervisor 479-***-****

2005 - 2007 Accounting Clerk 3, Tyson Foods

Tracy Dick Supervisor 479-***-****

2007-Current Tax Preparer, Jackson Hewitt Tax Services

Shawna Price Supervisor 479-***-****

2004-2005 Tax Preparer, Tax Mart Tax Services

Adam Wing Manager 479-***-****

2004-2005 Cashier, Harps Foods

Dewayne Drummins Manager 479-***-****

2003-2004 Cashier, Brookshire Grocery

Eldorado, Ar 870-***-****

2002-2003 Assistant Manager, Hurry Back Convenience Store

Doug Etheridge Owner 870-***-****

2000-2002 Help Desk Support, Echo Star (Dish Network)

Westminster, Colorado

Contact this candidate