***** ********** ****** • EUCLID, OHIO *****

PHONE 216-***-**** • E-MAIL ac0joe@r.postjobfree.com

GEORGETTA MINNIS

SUMMARY

A system professional with 20+ years experience in the Information Technology field. Experience includes managing Helpdesk and Desktop Support teams incorporating ITIL best practices and support of hardware and software for various Mainframe and LAN/WAN environments.

CERTIFICATIONS

2014 - Information Technology Infrastructure Technology (ITIL) Version 3, Service Operations

2011 – Information Technology Infrastructure Technology (ITIL), Foundations Version 3

1997 - Microsoft Certified Professional, Microcomputer Specialist – Certification

CORE COMPETENCIES

Helpdesk/Desktop Support Management, Helpdesk Support, Technical Documentation

HARDWARE

Personal Computers: Dell processors: GX240, GX260, GX270, GX280, GX620, GX780, GX790, Latitude E Series: HP Processors: dc5100, dc5700, dc5800, dc6000, dc6200, dc6300, dc6000, Z200; IBM compatibles; processors: IBM3090/3031 & 93070; Google Chromebook; MAC iPad

SOFTWARE

Intuit TrackIt, BMC FootPrints 11.6, MS Exchange/Outlook/Office 365, Dameware Remote Control, WinXP, Win7 and Win8/8.1, VAX/VMS, VM/CMS, CICS, TSO, Unix, Microsoft Office, MS-DOS, Oracle, Lotus Notes, SAP, ClickNet, VNC, Novell 3.x, Attachmate, Extra! PC, CheckPoint 4.1/NG, Global Relacs 4.x, Message Manager, Peregrine Service Center 3.0/5.0, Remedy, CISCO Aironet Utility, CISCO AnyConnect Utility; Blackberry Desktop Manager 3.6, Norton Ghost Utility,

PROFESSIONAL EXPERIENCE

04/15 – 06/16 Cincinnati Bell Technology Services Cincinnati, Ohio

Service Desk Manager – Contracted Assignment – Cleveland Metropolitan Schools (CMSD)

Provide day-to-day supervision of SLA Based Service Desk, with 5-8 employees, capable of receiving up to 5,250 calls per month/ 250 per day.

Develop and present daily, weekly and monthly reporting on all aspects of the services provided by Pomeroy for CMSD.

Attend ADHOC and regularly scheduled CMSD meetings as required or requested by the CMSD Project Sponsor.

Interface with CMSD IT Managers, including Deputy Chief, Operations and Performance Improvement.

Monitor, manage and update, as appropriate, work processes for all aspects of CBTS’s service offerings.

Facilitate and maintain all Dell and HP parts ordered and returned for replacement parts.

02/05 – 03/15 Pomeroy Hebron, KY

Site Manager – Contracted Assignment – Cleveland Metropolitan Schools (CMSD)

Provide day-to-day supervision of SLA Based Helpdesk, with 5-8 employees, capable of receiving up to 5,250 calls per month/ 250 per day.

Provide day-to-day supervision of Non-SLA Deskside Support Services (DSS) team of 10-20 technicians supporting approximately 20,000 PC’s in 130 buildings in the Cleveland Metropolitan area on a best effort basis.

Develop and present daily, weekly and monthly reporting on all aspects of the services provided by Pomeroy for CMSD.

Attend ADHOC and regularly scheduled CMSD meetings as required or requested by the CMSD Project Sponsor.

Interface with CMSD IT Managers, including Deputy Chief, Operations and Performance Improvement.

Monitor, manage and update, as appropriate, work processes for all aspects of Pomeroy’s service offerings.

Manage the Service Level Objectives (SLO’s) for each service provided.

If required, initiate the corrective action process for all Pomeroy services.

Facilitate the customer survey and satisfaction process

Facilitate and maintain all Dell and HP parts ordered and returned for replacement parts.

Process payroll for all employees weekly.

11/00 – 01/05 ARC, Inc. Cleveland, Ohio

Helpdesk Analyst II – Contracted Assignment – Eaton Corporation

Scheduled Helpdesk staff to ensure 24/7/365 coverage.

Managed individual projects and ‘Internal Expert’ responsibilities and providing metrics to drive process improvements.

Provided training to new analysts

Organized and facilitated focus meetings with customers (second level) to better understand their support requirements from the analysts. Obtained information and implemented changes by updating scripts and training the analysts. Followed up with customers to verify needs were met.

Implemented and spearheaded new support processes

Provided superior technical support in the resolution of customer problems and inquires, in a pleasant, professional, and timely manner, which is beneficial to customers.

Delivered quality service to customers by providing a single point of contact for reporting technical issues/incidents or making inquires.

Responsible for recording all activities relating to customer calls and attempts to resolve incidents or satisfy requests using available support tools and technologies, and for tracking incidents through resolution.

04/00 – 11/00 Cleveland Municipal School District Cleveland, Ohio

Information Center Planner

Planned and documented training for 1000+ employees on new Student Information System.

Created an Access database management system to compile reports to.

09/98 – 04/00 Lincoln Electric Corporation Euclid, Ohio

PC Technician Trainee/Helpdesk Analyst II

Replaced PC hardware

Performed daily Helpdesk activities including providing first and second-level problem determination

Monitored service calls and documented issues using problem tracking software

Escalated calls to the next level when necessary. Notified appropriate personnel of any problems not immediately resolved.

Administered Novell, Windows NT, Lotus Notes and SAP accounts.

01/98 – 09/98 Cuyahoga County Information Service Center Cleveland, Ohio

Helpdesk Representative

Performed daily Helpdesk activities including providing first and second-level problem determination

Monitored service calls and documented issues using problem tracking software

Escalated calls to the next level when necessary.

04/92 – 01/98 Cleveland Metropolitan Schools Cleveland, Ohio

Specialist I (10/95 – 01/98)

Performed daily Helpdesk activities, in a Mainframe environment, providing support to 118 school buildings

Monitored service calls and documented issues using problem tracking software

System/Security Administrator (VAX/VMS; All-In-1)

Identified user training needs and performed appropriate training sessions

Coordinated repair efforts with customers, hardware vendors, technical support and operation staff and technology services management.

Senior Clerk (04/92 – 10/95)

Provided clerical support to the Director and staff in the Information Technology department

System/Security Administrator (VAX/VMSl; All-In-1)

Troubleshoot problems with All-In-1 (E-mail) and SIERRA (Student Information System) applications

TRAINING

Information Technology Infrastructure Technology (ITIL) Version 3

Microsoft Office 2000, 2003, 2007, 2010 and 2013

Networking Technologies

Windows NT 4.0 Administration

Windows NT 4.0 Core Technologies

REFERENCES

Glenn J. Popil, Project Manager, Cleveland Metropolitan Schools 216-***-****

Jerome Horton, Supervisor, Jones Day 216-***-****

John Blackburn, VP Sales, NE Region, Pomeroy, 859-***-**** x 5650

Frances Bynum, Enterprise Applications, Cleveland Metropolitan Schools 216-***-****

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