Support Information Technology
Resume:
Audrey A. Fisk
Clover, SC *****
*********@*****.***
Objective
I would like to further develop and expand my technical and analytical skills, delving more into applications and integrations. I enjoy solving puzzles and identifying opportunities to improve how systems work for the business. I am an out of the box thinker and bring great attention to detail and enjoy a remote/telecommute type role that allows me freedom to set my own pace. I want to continue to keep current on new technologies, finding ways to use them to improve productivity for the end users, and to increase profitability for the business overall.
Certifications
MCSA, MCITP, MCDST, MCTS, CompTia A+
Education
Ferris State University - Big Rapids, MI
Master of Business Administration
Graduated with honors
University of Phoenix - Online
Bachelors of Science, Information Technology
Emphasis in Visual Communications
Graduated with honors
Axia College, University of Phoenix - Online
Associates of Arts, Information Technology
Work History
Fleet Maintenance Systems - IT Business Analyst
01/01/2015 - Current Red Classic, LLC., Charlotte, NC and Remote
IT owner of TMT application from security, server, database, application, and support perspective. Own and support the application from end to end including Citrix related application issues. Sole IT support for all Fleet and TMT applications. Liaison between Maintenance and IT as well as with other parts of the business.
Project activities including acting as RCS IT project lead on major TMT version upgrade and reimplementation. Implemented TMWSuite and Spherion interfaces, provided followup support and bug identification. Jobcode cleanup, unit type restructuring and data purging and cleanup. Identified opportunity to utilize misc licensing option to save on costs and implemented changes. Identified opportunity to restructure indexing and database maintenance settings to improve system performance and implemented changes. Part of the project team that deployed a version TMW upgrade and reimplementation. Coordinating with business users and project managers on larger projects. Following Project Management best practices.
Chosen for Project Management training and working towards certification.
Data management. Performing mass data or system structural changes as requested by business. SQL Scripting, reports and queries. SQL Management Studio, SSRS, Report Writer, Tableau, Crystal Reports.
Fleet Maintenance Systems - IT Business Analyst - continued
IT Department representative on Stewardship committee, sponsored, organized and directed charity activity with Dream Equine Therapy Center.
Security requests and new TMT user setups and maintaining security in SecAdmin to maintain SOX compliancy. Restructuring, tracking and policing group/user security in SecAdmin. Managing terminations and SOX reporting. Resetting user passwords, adding and removing shop access.
Daily phone, email, IM, and in person end user support and training. Second level Helpdesk support. TMW Suite, Operations, Visual Dispatch, Core Dispatch Admin, TotalMail, TMT, Mechanic Workstation, Rand McNally, PCMiler, Spherion FleetLocate, Sharepoint, Citrix, Windows, Outlook, Office. Order Management, EDI support.
Application monitoring and support. Monitoring invoicing job running on server. Performance of database server and resolving job locks. Citrix App Center, SharePoint development and support, TMW Suite, Operations, Core Dispatch Admin, Brokerage Boards, File Maintenance, System Administration, TotalMail, Visual Dispatch and TMT, Mechanic Workstation, TINA Timecard Editor, Shop Planner, SecAdmin.
Traveled to multiple sites to rollout TotalMail management to dispatchers. Worked on project to move from form based to workflow based driver interface on Rand McNally units in the cab.
Communicating well with users of all skill levels and business areas, being able to explain technical processes and issues in a way that the user understands. Able to take information from various parts of the business and develop a strategic plan based on criteria and business requirements, while working within time constraints and budget.
Install and configure maintenance applications on Toughbooks for mechanic diagnostics and repairs including CAT, Detroit Diesel DiagnosticLink, Bendix ACom, Insite, ServiceMaxx.
Put together documentation for user training and processes for TMW Suite applications, TotalMail, TMT, ServiceNow.
Developed and maintained system in Sharepoint to manage hardware assets and assignments.
ServiceDesk Express (SDE) Administrator
08/15/2014 – 2/1/2015 Bullseye Telecom (Kelly Services), Remote
Managed ServiceDesk Express application including new enhancement requests, business rules, and break/fix issues. Controlled user access. Communicated with employees to gather information, troubleshoot, and verify resolution. Senior PC Support Technician
05/02/2008 – 09/19/2014 BISSELL Homecare, Inc., Grand Rapids, MI
Earned MCDS, MCITP, MCDST, MCSA Certifications
Configuration, support, testing, implementation, and administration of Microsoft System Center Service Manager including improvements, creating training materials, coordinating with various internal groups and Deloitte offshore team of users. Creating and manipulating management packs (XML). Testing new packages for external developers.
Configuration, support, testing, implementation, and administration of Provance asset management system. Coordinating with vendors and developers on technical issues, upgrades, and implementations.
Senior PC Support Technician - continued
Support and administration of Service Desk Express application. Adding and maintaining staff records and security permissions for IT users. Setting up new end user and asset configurations, managing asset catalogs, items, and assignments.
Managing wireless devices for all US Associates and facilitating companywide move to BYOD program. Administration on BES and Exchange. Assisting end users with Apple, Blackberry, and Android devices. Performing hardware repairs on Apple products. Inventory management for all PC and wireless devices globally.
Budgeting and managing PC upgrades and procurement worldwide. Overseeing a team of five other techs in implementing regular PC upgrades, and with company-wide Windows XP to Windows 7 implementation. Testing new hardware options and Windows 8.1.
Frontline support; assisting end users over the phone, remotely utilizing several remote tools, staffing tech bar for walkup requests, and/or desk side support for all users worldwide. On-call rotation after hours for 24/7 technical support coverage.
New user training; creating training materials for new hire orientation. Introducing new users to the IT department and what services we offer. Providing tips and tricks for commonly asked questions. Holding monthly sessions with 3-10 new users. Providing one-on-one introductory meetings at first login.
Assisting project team with Oracle EBS implementation and user support. Creating and managing user profiles and security, creating roles and responsibilities. Backup for primary Oracle security manager.
IT Support/Network Administrator/Website Developer Oct 2004 – April 2008 Primera Plastics, Inc., Zeeland, MI
Developed and maintained company website. Took, formatted, and loaded all photos and video. Created HTML and Flash versions of site as alternative options. Coordinated with vendor and hosting company to launch and manage site. Edited and managed site using various programs including FrontPage, Studio 8 (Dreamweaver, Fireworks), and Photoshop. Continued to support company website after leaving Primera Plastics, Inc., until recent redesign in 2014.
Network administrator, server support. Maintained Windows server, Lotus Notes, AS400 mainframe, Kronos time system, Loftware labeling software and printers. Created and maintained all product labels using Loftware Label Manager.
Coordinated with vendors on maintenance of phone and security systems. 24/7 support for three shifts.
Researched, demoed, presented recommendations, and implemented MPulse CMMS solution for work order, technician, and inventory management.
PC builds, maintenance, and support. Ordered, assembled, imaged, deployed, supported, and maintained all desktop computers. Procured, deployed, and supported all laptop computers.
Earned CompTia A+ Certification
Data Entry of inventory tracking materials. Maintained a high level of speed and accuracy daily to ensure a more accurate physical inventory. Assisted with company- wide physical inventory annually.
Sole Proprietor
2007 – Present Zaidatec, Clover, SC
Created sole proprietorship offering onsite computer, website, and network support to individuals and businesses by referral
Sole Proprietor – continued
Developed and maintained several websites for small businesses using Studio 8
(Dreamweaver, Fireworks), and Photoshop. Provided photography and video for sites.
Primera Plastics, Inc
SR Performance Horses
Sarah Johnson Show Horses
Volunteer work for various charitable organizations.
Stewardship Committee Red Classic – various organizations
Heaven Can Wait Animal Haven
CSNIP
Bissell Pet Foundation
Dream Equine Therapy Center
References
John Hagan Crestwood Midstream Partners 704-***-**** Dan Fowler Bissell Homecare, Inc. 616-***-****
Lorene Roskamp Lauren James Studio 616-***-****
Noel Cuellar Primera Plastics, Inc. 616-***-****
Rachel Koops Primera Plastics, Inc. 616-***-****
Additional references are available on request
Contact this candidate