Objective

A skilled and highly motivated candidate seeking a position where I can apply my skills in IT, analytical thinking, leadership, and dedicated work ethic to contribute to the success of your organization.

Education

Western Michigan University, Haworth College of Business Kalamazoo, MI

Bachelor of Business Administration Graduated: December 2012

Major: Computer Information System

In completing my Bachelor’s degree at Western Michigan University, I focused my sights on three major areas: Computer Information Systems, Business, and General Education. In order to fulfill my requirements for the Computer Information Systems education I took classes in Programming (Microsoft Visual Studio, Excel Visual Basic, Internet Programming, C#), End-User Computing, Databases (Microsoft SAS, Oracle, Microsoft SQL Server and Access), Networking (Cisco Specific), E-Business (Business Driven Information Technology), Business Analytics (Analysis with Excel/Power Pivot and Professional Analysis Report Writing), Project Management (Microsoft Project and Microsoft Visio), Enterprise Project (Applications of computer, programming, system knowledge, and skills gained from the previous classes are applied in developing an enterprise-wide software project. A team approach is applied to develop and integrate different computerized business functions into an integrated software system.), and Level 1 knowledge of SAP.

Minor: Business Administration

I completed a wide variety of courses that gave me a better understanding of the business culture and how everything works. These courses include: Accounting (Principles of Accounting 1 & 2), Business Enterprise, Business-Driven Information Technology, Economics (Microeconomics, Macroeconomics, and Environmental Economics), Business Finance, Law (Legal Environment), Management (Organizational Behavior), Informational Writing, Business Statistics, Principles of Marketing, Information and Communication Infrastructure, Integrated Communication in Business, Business Process Productivity, and Strategic Business Solutions.

Grand Rapids Community College Grand Rapids, MI

Network Administration, A.A.A.S Current Student

Major: Network Administration

In route to my associate degree at Grand Rapids CC, I focused my sight on Networking. To fulfil my requirements for Network Administration Associate Degree, I took classes in Microcomputer operating system (Windows 10), Introduction to Cisco Networking (CCNA I), Routing and Switching Essential (CCNA II), and Principles of Info Security (Security +). I still must take Linux 1 and 2, Network +, Microsoft Windows Server Administration 1 and 2, Computer Servicing 1/ A+ Hardware and Software, Scaling Networks (CCNA III), and Connecting Networks (CCNA IV).

Skills

Dedicated Worker

Works well with others

Fast Learner

Ambitious

Honest

Trustworthy

Reliable

Customer Service

Scheduling

Computer Savvy

Business Analytics

Programming

Networking

Windows 10

Microsoft Office

Microsoft Visio

Microsoft SQL Server

Microsoft Visual Studio

Microsoft SAS

Mac OSX systems

SAP

Publications

I was part of a team that developed a Management Dashboard/Cockpit for Kellogg Corporation that placed 3rd at Western Michigan University. We had to implement database using modern database management systems and networking technologies, data maintenance, and administration skill into our project. August 2012-December 2012

I designed and developed a business database application for Angelo’s Bakery at Western Michigan University. We were required to construct and developed a business database using current technology and graphic user interface design package as data modeling, data dictionary, normalization theory, logical and physical database design, and database inquiry using query languages.

January 2012-April 2012

Employment Experience

Peckham/United States Department of Agriculture

IT Level 1.5 Support

November 2016-Present

Assist with Tier 1 TSRs on advanced issues, including being well versed in government specific applications, system outage procedures, and perform various special projects as needed.

Assist customer with complex technical issues

Assist customer with government application issues

Send all communications for system/network outages and restoration

Answer phones and reply to emails in accordance with processes and procedures to meet service level agreements

Assist TSRs Tier 1 in resolving incidents/work order

Provide technical support and escalation path for technicians

Document unusual Incident trends and notify management when necessary

Assist training as needed

Respond to requests for technical assistance via the phone and through other electronic means

Diagnose and resolve technical hardware and software issues

Conduct research using the available resources to assist callers

Advise callers of step-by-step process to resolve the purpose of call

Ability to have an understanding of which calls require attention and which require an escalation to a non-level 1 IT help desk CSR

Prepare activity reports, track/log/route problems, issues, requests and document resolutions

Maintain and stay current with system information, changes, and updates

Assist the USDA as needed Assist management as needed

Peckham/United States Department Of Agriculture (USDA)

IT Level 1 Help Desk Support

October 2015-October 2016

Provide help desk support and resolve problems to the end user’s satisfaction

Monitor and respond quickly and effectively to requests received through the IT help desk

Monitor Service Desk for tickets assigned to the queue and process first in first out based on priority

Modify configurations, utilities, software default settings, etc. for the local workstation

Utilize and maintain the help desk tracking software

Document internal procedures

Assist with onboarding of new users

Recognize and troubleshoot technical hardware and software issues.

Monitor email, chat, self-service, and phone queues.

Reset user passwords and change permissions in Active Directory.

Troubleshoot Cisco VPN connections.

Utilize Tivoli remote desktop to fix software issues for remote users.

Install software drivers and network printers

Diagnose network problems and determine if there are local/regional outages. Work with control desk by providing information to assist local network technicians.

Document all troubleshooting and steps taken to resolve issues by creating tickets with Remedy ticketing system.

Report issues to the Service Desk for escalation

Assign users and computers to proper groups in Active Directory

Perform timely workstation hardware and software upgrades as required

Foreign Links Around the Globe

Data Analyst Support Specialist

March 2015-October 2015

Install, configure and maintain equipment, including laptops/desktops, operating software’s and peripherals

Ongoing maintenance of Central Office’s server, LAN, VoIP system, wi-fi network, back-up service, and conference call system

Upgrade hardware and software as needed to ensure optimal workstation

Provide 1st level technical support with a positive, professional image to a geographically dispersed customer community

Troubleshoot problems using desktop remote control products where possible and document all service provided

Created and maintained manuals and documentation on organization IT processes and procedures

Created and disseminate tutorials and FAQs on common areas for Local Coordinator and managers.

Maintained the organization online application forms and their interface with the database

Designed and produced automated database reports and scripts to be used by Program Managers in their day-to-day responsibilities.

Design and created new database functionalities to assist and improve overall program performance.

Kellogg Company

Freight Payment Analyst

April 2014- March 2015

Receive and sort invoices from carriers according to proper business codes

Conduct transaction audits on freight invoices according to SAP and applicable contract rates

Utilize databases, SAP, and subject matter experts as resources to gain information required for audit and payment approval process

Work with carriers to accept or reject invoice entries

Utilize online audit and invoice processing application to complete auditing, issue notification and resolution, and invoice payment functions through CASS Information System.

Research aged receivable files from carriers and resolve accordingly

Monitor freight bill resolution queue to resolve missing or discrepant data and help timely invoice payments

Complete database entry and other archiving activities as defined by SAP

REFERENCES

Ronda Kuhnert

Audiologist

4345 Sweet Cherry Ln

Kalamazoo, Michigan 49004

269-***-****

ac0g6q@r.postjobfree.com

Carey Courtis

Former Manager of Transportation & Contracts SVCS at Kellogg Company

Battle Creek, MI- Battle Creek K2 Office

269-***-****

ac0g6q@r.postjobfree.com

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