Customer Service Help Desk
Resume:
Pamela A. Brown
***** ******** *******, ******** *****
*********@*****.***
Summary of Qualifications
Passionate, focused, results oriented professional with a proven track record of exceeding goals.
20 years of experience managing day to day business operations within several different businesses.
Demonstrated ability in the areas of office management, accounting, customer service and communication.
Consistently demonstrates outstanding communication skills while interacting with customers/client.
Continuously focused on gaining more experience and opportunities that include increasing responsibility.
Professional Experience
IAC Automotive Warren, MI February 2015 - Present
International Automotive Components (IAC) is the third largest automotive interior components supplier in the world by market share and the only global supplier with a singular focus on interiors. Our manufacturing operations are segmented into three geographic regions: Europe, Asia and North America.
IT Specialist
Oversee the AS400/ Active Directory/Excel spread sheet to track all components of headliner that we provide to external customer. Create build sheet when necessary during shift, assist with audit of all newly created 2018 headliners, Hands on release of new product system monitoring the Chrysler feeds
Run all computer task on B shift, support approx.10 persons on the night shift.
Conduct root cause analysis of failed systems, Monitor all aspects of systems
Continually enhances departmental knowledge and skills, Update documentation and management of systems
Provide on-call and after- hours scheduled support on a rotational basis to fulfill
Hewlett Packard Pontiac, MI October 2014 – February 2015
Hewlett-Packard Co. provides products, technologies, software, solutions and services to individual consumers, small- and medium-sized businesses and large enterprises, including customers in the government, health and education sectors. It operates through seven business segments: Personal Systems, Printing, Enterprise Group, Enterprise Services, Software, HP Financial Services and Corporate Investments.
MVS Computer Operator
Oversee maintenance and operation of computer hardware system
Control consoles of mainframe digital computer or set minicomputers
Run computer task
Monitor system remotely
Ensure network and servers are functioning properly
Watch closely for error lights
Notify supervisor or computer maintenance technicians of equipment malfunction
Trinity Health Livonia, MI April 2014 – October 2014
Was an American national Catholic hospital system operating in 10 states through a wide network of hospitals, clinics, home health and long-term care facilities and hospices, In May 2013, Trinity Health merged with Catholic Health East, Newtown Square, Pennsylvania, to become CHE Trinity Health, Inc. Headquartered in Livonia, Michigan, Trinity Health was the fourth-largest Catholic health system in the United States based on total revenue. Post-merger, CHE Trinity Health is the second-largest Catholic health system in the country.
Help Desk Analyst (Lead)
Provide as needed instructions to new employees of IT polices, standards and other important information
Work with other departments in a timely set –up of all new employee new equipment, also manage the AD list and distribution list, provide an efficient communication of all new clients. Process all time entries, process payroll.
Provides first-call resolution for desktop hardware, POS, software, LAN, WAN, E-mail, web, Internet, Intranet, and administrative computing related problems.
Ensured the POS transactions were completed, after customers placed there transaction.
Valassis Livonia, MI October 2007 – December 2013
A publicly trade U.S. Corporation with subsidiaries that provide media and marketing services in the United States, Europe, Mexico and Canada, and one the largest coupon distributors/processors in the world. The company includes 7,000 employees working in 28 states and nine countries.
Help Desk Analyst (Lead)
Supports Microsoft Office, Windows XP and 2000, Site Standard Desktop, Remote Access, Filemaker, Lotus Notes Client, Password Administration, Hardware Diagnostics, BI Query (SRS Data Warehouses), Data Network Fundamentals, and Web technology.
Direct Help Desk Requests with remote log in for Password Resets, hosting and un-hosting of Filemaker files, printer, hardware diagnostics, special desktop releases, also was involved on special roll out projects, manage the inventory list for entire company
Reviews ITS Morning Meeting results and upcoming changes being proactive as to what is going into
Production and what could cause problems as well as keeping peers and End User/Alt End User informed of trends, significant problems, unexpected delays and anything new in the environment.
Analyzes and resolves problems with a goal of 90% First Call Resolution.
Skills
HARDWARE: IBM 9021, IBM 4381, IBM RS6000, IBM AS400, VAX-6220/6320, VAX 4300, DEC-ALPHA 8400, IBM-AS400, DATA GENERAL MV3000, UNISYS A11, VAX-3100, WANG 7310, PDP-11, SUN SPARC, HP, SUN 3, LINUX, NOVELL 3.X & 4.1, 3COM, APPLE
SOFTWARE: IBM OS-390, MVS/XA, MVS/ESA, AIX, BHIS, VMS, JESII, JESIII, OPEN VMS, DB2, IMS, ORACLE, CAI, DMS, SUN OS, SOLARIS, WINDOWS 95, 98, 2000,2007, 2010 NT, XP, LINUX, EXCHANGE, MS MAIL, LOTUS NOTES, GROUPWISE, BMC, MICOSOFT OFFICE, CHERWELL, LYNC.HEAT, SERVICE NOW,SCCM,SMS
Association, Affiliation, Community Service
Horatio Williams Foundation
Citadel of Faith Covenant Church
Education
Lewis Business College
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