Customer Service Software
Resume:
Title:Systems Analyst
******@********.***
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NAME:,
ADDRESS:
ADDRESS2:
CITY:
STATE:
ZIP:
CANDIDATE ID: 2555628
US CITIZENSHIP:
EDUCATION:
EXPERIENCE: 0
WILL RELOCATE: No -
JOB WANTED:
RATE NEEDED:
TELEPHONE: 386-***-****
EMAIL: ******@********.***
HOMEPAGE:
HOTTEST SKILLS: systems analyst, database, microsoft, information systems, tcpip,
pricing, c++, cobol, dbase, ftp, html, information technology, lotus notes, netware,
novell, programming, unix, vms, communication, forecasting
REVISION: 07-SEP-02
RESUME:
Patricia E
. House
******@********.***
11925 S. CO RD 550W Office phone: 812-***-****
http://web.indstate.edu/~acns/phouse
Jasonville, IN 47438 Home phone:
PROFESSIONAL EXPERIENCE:
Systems Analyst, Indiana State University, July 1998 to present
The primary function is to assist the Senior Systems Analyst to
research, analyze, recommend, implement and maintain database systems
and applications to track, report and improve the quality and
timeliness of support services primarily provided by User Services
consultants and the ACNS Help Desk. Future secondary function is to
assist the Senior Systems Analyst to initiate, develop and implement
new ACNS consultant support service on campus to provide systems
analysis/computing project support within schools, departments,
offices and the College as requested and within levels of staffing
resources made available for this service. This position also includes
the functions of the Software Coordinator and Purchasing Consultant.
Current Project:
* Assist Senior Systems Analyst with the implementation of the
basics of a new help desk tracking system using Remedy Action
Request System:
* Document current workflow and business rules to be implemented
* Design the new system developing requirements analysis and project
plan
* Document overall system design including schemas, active links,
filters, and escalations needed in order to implement the ACNS
workflow and business rules
* Develop transition and implementation plan
* Develop reporting mechanisms
* Test prototype and follow-through to initial implementation
* Implement web interfaces
* Evaluate knowledgebase solutions for future use with help desk
tracking system.
* Work with technical lab coordinator to test asset management
system for future use in conjunction with the new system.
Current Responsibilities:
*
Assist Senior Systems Analyst
with Support Services Strategic
Planning, Service Methodologies and Technical Forecasting
* Write and propose support services processes and procedures to
enable User Services to more effectively and efficiently deliver
services. Assist Associate Director in establishing and refining
service goals and expectations, and evaluating user needs.
Determine process for soliciting and reviewing user feedback and
assist in communicating results to the campus community.
* Maintain a high level of awareness of all ongoing staff technical
projects to assist in fostering better communication, effective
performance, and use satisfaction. Recommend strategies and
solutions (short term and/or long term.) Provide vision and
leadership. Periodically perform technical functions and tasks.
* Design and implement service processes and improvements in the
current help desk system. Develop reports as needed. Archive data;
create a smaller and faster database environment in order to
increase the speed of data input and query from help desk system.
Market online incident search to campus community.
* Produce and post statistical trends of Help Desk requests for
assistance on a semester basis. Propose explanation of trends.
Assist Associate Director to hold open forums for the user
community to promote better understanding of help desk processes,
call volume, staffing, resources, etc.
Software Coordinator/Administrative Assistant
I, Indiana State
University, October 1996 to July 1998
This primary function of this position was to assist the University in
researching, documenting, and implementing software licensing
programs. This position reported license usage for University owned
software to ACNS Management. This position also participated on the
Systems Analyst team to develop the Help Desk Tracking System using
Remedy Action Request System software. Other groups this position was
involved with are the Microlab and Software Advisory Committees. The
software coordinator prepared and posted meeting minutes to the
appropriate web site.
Other responsibilities included the following.
* Moderated the ISU-Community Global Email Distribution List, which
was passed on to Public Affairs in August 1997.
* Researched and created requisitions for software pricing for the
Microlab Committee.
* Designed, developed, implemented and maintained databases for
tracking usage of Microlab software and the logging of software
media.
* Communicated with vendors to keep current on licensing strategies
and developing strong vendor relationships.
* Created, posted and maintained various web pages for ACNS.
* Researched pricing of hardware, software or additional components
for the campus community.
Quality Technician, UNC Tri-Manufacturing, Terre Haute, IN, June 1993
to October 1996
This position developed, created, implemented and maintained various
databases. This position installed and tested various software
applications as well as provided computer support for the department.
When needed, this position provided system support and trained users
on various software packages.
TECHNICAL EXPERIENCE:
PC/Network & Operating Systems
Windows NT, Windows (3.1, 95, 98), Windows NT Server & Workstation
4.0, DOS, MAC OS, UNIX, Novell NetWare 3.x, 4.x, Windows 95 file and
print sharing, VAX/VMS, TCPIP
Software Applications & Tools
Microsoft Office Professional 95 and 97, Lotus SmartSuite,
WordPerfect, Excelerator (CASE Tool), dBase IV, HTML Development
Tools, KeyServer, SofTrack, McAfee VirusScan and VShield
Remote Access & Internet
Internet/TCPIP Applications, Internet Explorer, Netscape, Windows 95
Dial-up Networking, Pegasus Mail, Microsoft Exchange, Microsoft
Outlook, Lotus Notes, FTP, Telnet, IRC, Microsoft NetMeeting
Programming Languages
Remedy Action Request System, COBOL, C++
PROFESSIONAL DEVELOPMENT:
Connections Quality Service Training for Staff, Terre Haute IN,
May1997
Information Technology Exposition and Conference, Indianapolis IN,
June 1997
Exceptional Customer Service Training, Terre Haute IN, July 1997
MS Windows NT 4.0 Server, Terre Haute IN, March 1998
AR System for Users, Columbia MD, July 1998
Administering the AR System from Windows, Columbia MD, July 1998
EDUCATION:
Bachelor of Science Degree,
May 1995 Indiana State University, Terre
Haute, IN
Major: Management Information Systems,
GPA 2.9/4.0
ASSOCIATIONS:
Student Member of Management Information Systems Association, Indiana
State University
LEADERSHIP PROJECTS:
Designed database for local company using Microsoft Access 1.1.
AWARDS:
Sycamore ExtraMile Award - December 1, 1997 - Given by Dr. Michael
Buzash for Courtesies, Attentiveness, Patience and Expertise
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