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Management Service

Location:
Canton, Ohio, United States
Salary:
57,000
Posted:
August 28, 2017

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LAURIE KENYATTA

**** ***** *** ** ****** OH *****

ac11va@r.postjobfree.com

330.***.****

EDUCATION

ITILv3 Foundation/ITSM SME 4/2017 Certification ID: 5979595 www.linkedin.com/in/ITIL-MBA-MPM

Project Management Institute Member Since 2012 Member ID: 3242864 Delta Mu Delta Business Academic Honor Society – Top 10% of Class Since 2012

Dual Masters GPA 3.72 2010-2012 American Intercontinental University [AIU] Master of Business Administration Master of Project Management

ACADEMIC KNOWLEDGE – Partial Class Curriculum and knowledge areas noted

All Subjects have been applied in a class setting for assignment types of Individually and Within Group Projects applied with geographically dispersed team members

Project Management

Project Planning, Execution & Closure

Project Integration, Scope, Time & Communication

Project Life Cycle/PMO

Project Cost, Quality, Risk, & Procurement

Quality Management & Continuous Improvement

Operations Management

Business Research & Decision Making

Production Planning & Quality Management

Managerial Accounting

Quantitative Methods and Analysis

Financial Management & Procurement Purchasing

Electronic Business

SOA & Web Services Technologies

Management of Information Systems

OFFICE & TECHNOLOGY

• Operating Systems: Windows XP/NT/2000/2003/Vista, Windows 7-10 IBM, Oracle, SAP

• Network Systems: LAN, WAN, TCP/IP, DNS, ISDN, DSL, Desktops/ Laptops, Mobile Technology, Cloud Architecture/Administration [Exchange, O365, Lync/Skype for Business], VPN, RSA tokens [hard and soft], SharePoint

• Hardware: DataCenters: Cisco and Avaya servers, switches, routers, gateways, drops, polycoms, camera systems, DVRs – Configuration and engineering

• Software: Desktop Applications- Microsoft Office Software 2003-2016, Access, Project Professional, Visio - Adobe PDF, Minitab, Operations Management and Project Management technologies, tools, and techniques.

• Platforms: Microsoft suite, SQL, IBM, Oracle OBIEE 11g (implementation and database development assistance), Knowledge of SOA & Web technology architectures, SaaS, PaaS, Service Now/Manage Engine, AT&T [Desktop and Messaging for AT&T and DirecTV programs]

• Type 70 WPM

PROFESSIONAL EXPERIENCE

Service Desk Analyst 05/2016 – Current Cignium Technologies/Tranzact Group

Single point of contact for all IT Service requests and incidents

Creates, analyzes, resolves service requests regarding use of all computer application software hardware, network, telecom and infrastructure.

Creates, monitors, or compiles root cause analyses of service incidents, through communication with all required clients and business groups, from identification through resolution.

Follows up with Clients and Support Groups involved in resolution to ensure incidents are completed to satisfaction.

Documents resolutions, updates, self-help, and staff knowledge databases.

Provides after hours and on-call support as needed.

Adheres to and supports standards, policies, procedures, and guidelines

Request/Incident/Problem/Change Management activities

Resolves or escalates tickets to the appropriate IT Tier for elevated resolutions

Process Improvement Team Member – Organizational/Departmental/Process Improvement Project

IT Site Lead - State K-12 Testing Center (contract) 1/2016-4/2016 Virtual Technologies Group

Received shipment of all equipment required to set up the testing center

Set up Wireless LAN network, monitored HW and SW, troubleshot technical issues

Configured routers, MiFi devices, laptops, and peripheral I/O devices

Communicated with Equipment Logistics Team to send/receive daily project integration and reporting documents via SharePoint navigation

Communicated with Test Center Owners for daily entry and product management

Communicated with Test Administrators to determine daily user requirements

Managed bulk equipment receiving and return to VTG upon end of quarterly testing center project.

Supervised two [2] part-time technicians during the project.

IT Site Lead – Desktop Support Supervisor (contract) 9/2015 – 1/2016 S&P Data, LLC

Call center with 1000+ users. Troubleshot and resolved issues with thin clients, thick clients, servers, switches, routers and cameras.

Provided requirements gathering for new AT&T/DirecTV software installs and root cause identification of issues and events.

End-user desktop support for OSs, applications [Siebel platform], portals, Avaya desk phones, mobile devices, laptops [Dell, Lenovo, Mac, and Surface]

Provided network connectivity support for VPNs, VMWare, general configuration changes to TCP/IP, DNS, and DHCP.

Configured, managed and troubleshot across Cisco, XenDesktop and Microsoft desktop environments. [Cisco, Citrix, Microsoft, and NetMeeting conferencing tools and devices, O365, Outlook email, and Adobe.]

Provided after hours and on-call support as needed.

Supervised one full-time technician

Applications Analyst/Service Desk Analyst – Dual Roles (contract/project) 2/2015 – 8/2015 AmTrust Financial and Insurance

Assisted with onboard of new banking client’s online application form system.

Created business requirements documents for developers based on those gathered by business analysts.

Analyzed requirements gathered by business analysts to determine applicability as functional or non-functional within website design and service call frameworks.

Created functional requirements documents for tracking knowledge base.

Created test cases for applications and submitted for regression/smoke testing.

Verified developer code paths to SQL database locations.

Received, created, monitored, resolved, escalated application issues within Service Now ticketing system.

Applications failure root cause analysis. GitHub, SQL Server 2012, .NET, Business Rules, Service Call Policy

Managed online bug tracking during development cycles.

Front-end software testing and service desk support.

Jr to Senior Desktop Support Technician VXI Global Inc 2/2013 – 2/2015

Contact centers with over 2500+ users. Global/multi-site desktop administration. [stateside and overseas locations] [Canton, Youngstown, Cincinnati, Arizona, California, Mexico, Philippines, El Salvador]

Navigated within a Global Managed Services Windows environment housing Fortune 500 proprietary applications, utilizing proprietary diagnostic and mainstream product technical support tools along with cloud management consoles. [AT&T/DirecTV/First Energy]

Assisted with migration from legacy/Exchange 2008 to Exchange 2013 hybrid environment [ADFS, DHCP, Exchange Mgmt Console, SharePoint/ Lync Administration Consoles, Licensing, Certificate management, Remedy ticketing system]

Configured, troubleshot and resolved issues with thin clients, thick clients, servers, switches, routers, drop relocation and cameras within LAN-to-WAN systems. [Dell, Windows, Avaya, Genesis, Contact Center]

Monitored network connectivity using network management tools for LAN/WAN, software license, shared drive, certificate, VPN, RSA, and print accesses.

SolarWinds, Exchange Management Console, Active Directory, Fiddle, VMWare Management Console SysInternals, Powershellv2.

Completed full software deployments, product technical deployments, and full workstation setups/decommissions.

Supervised two full-time technicians.

Positions held beyond 5 years’ experience noted above

CSR to Claims Processor 2012-2013 Catastrophe Management Solutions

Registered auto and homeowner catastrophe insurance claims ranging from $5,000 - $500,000.

Processed customer payments via online transaction system.

Initiated, managed, and processed vendor services and payments.

Customer Service Supervisor to Assistant Operations Manager 2004-2005 Ferro Works Inc – Outdoor Lawn and Garden Distribution Center

B2B and B2C Customer Contact and Issue Remediation

Account/Product management and logistics for 35+ department store chains

Managed and maintained warehouse operations and product stock

Completed operations reports to local management and overseas distribution center owner/product manufacturer

Assisted with company growth from initiation to a 20-phone call center and fully stocked warehouse.

Managed 20 CSRs and 5 Warehouse employees

Steel Coil Tender to Production Line Operator 2001-2004 Heinz Inc.

Received, shipped, managed, maintained and loaded steel coil stock to production lines for processing using small and heavy-load forklifts. [1 & 2-ton capacity]

Setup, operate, and maintenance production line heat/treat furnace.

Analysis and quality inspection of product and production processes.

Break Press Operator 1997-2001 Hancock Mfg.

Hydraulic break press operation to mold bomb, commercial refrigeration and automotive caps/shells

Aluminum, Brass product reliability testing

Pharmacy Technician 1993-1997 CVS Pharmacy

Prescription information management and documentation

Class I & II drug documentation and dispensation.

Annual Medicaid and Medicare processing assistance

Payment transactions and product inquiry assistance

US Air Force 1989-1992 Manning Control Records Analyst

Individual and group, in-person and records, onboarding for Officers and Airmen.

Prepared in-processing plans based on service placement and level of service.

Researched and updated Officer Records.

Updated and edited records knowledgebase and database.

Supervised two Airmen.



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