Microsoft Office Technical Support

anita lynch

**** *********** *** ** *******, GA *0012 Phone: 678-***-**** E-mail: *********@*****.***

Summary

Seasoned professional with a proven track record in technical and application support, business analysis, training and consulting; who has the zeal for knowledge and desire to continue to learn. Looking to secure a progressively responsible position in business analysis and/or information technology where my training, experience, and skills will contribute to the success of an organization. Demonstrate ability to work effectively with all organizational levels.

Technical Skills

Human Resources Management Systems: PeopleSoft HRMS, KRONOS Work Force Central (5.0 and 5.1), Employment Database Management System (Proprietary System - EDMS) Lawson, and INTRASPECT Analytics

Database: Oracle, SQL, Access, Crystal Report

Applications: QMAPPER, Entity, Trade Information On-line Service (TIOS) IRI, Peregrine, ISHOP and Microsoft Office Windows

Quality Assurance Applications: Remedy

Microsoft Office: Access, Visio, Excel, Word, PowerPoint.

Operating System: Microsoft XP and UNIX/Linux

Experience

ABM Industries, Atlanta, GA 2013 – Present

Application Analyst

Communicated weekly application status to business users and end users.

Monitored application ticket queue daily for high priority issues.

Utilized internal LMR reporting tool to query database.

Maintain ongoing service relationships between IT and direct application customers by trouble

shooting and on call support.

Trained associates and new users on the Walter Timeclock.

Created and modified already existing IST and UAT regression test scripts for the EPAY application and pertaining to Walter clock testing and provided indepth anticipated results documentation.

Duties included technical support for users and perform testing analyzing specific software and service pack updates to current supported applications (EPAY HCM and Time and Labor).

Analyzed user roles and security permission access.

Research and resolve client issues.

Work closely with IT and Application Development teams for new application installations, releases, and testing.

Provide administrative and technical support for assigned applications via a ticketing system.

Create and maintain support documentation for applications.

Act as a subject matter expert for assigned application systems, and interface between end-users, technical support, and Instructional Technology teams.

Maintain operation, monitoring, and integrity of production, test, and development systems to meet established standards.

Participate in annual testing of the enterprise disaster recovery plan to ensure successful recovery of applications.

Delta Global Services, Atlanta, GA 2012 – 2013

Analyst

Assist with application upgrade implementation of application enhancements testing

Create standard Access queries.

Run standard and adhoc reports using in Access and Lawson.

Manage the creation and on going administration of Hyperfind Queries and Workforce Genies (Kronos).

Research and resolve end user application issues.

Establish user ids and passwords for new users and reset security passwords..

Perform testing and security compliance for interfaces and system upgrades.

Provide application support to end users with inquiries pertaining to Kronos and Lawson.

Create new position codes in Lawson (which is made up of combining the location, department, positions linked to the department, jobs (job attribute that linked to the position) and cost center (similar to Organizational Management setup).

Utilized SQL skills to query database.

Maintain updates and set up user profiles on laptops.

Rockdale Board of Education, Conyers, GA 2008 – 2012

Substitute Teacher / Support Specialist Assistant

Serve as an educator in the absence of the teacher and AVID (Advancement Via Individual Determination) program tutor educating students in various subject matters.

Provide IT system support to over 15 schools in Rockdale County.

Help manage the Microsoft Forefront Client Security Server.

Install software and updates.

Assist in the installation and configuration of Windows Server 2008 Core and Full Edition.

Ghost over 300 XP workstations for Rockdale County schools.

Help manage Windows updates through WSUS 3.X.

Install and configure routers and new ProCurve switches.

Assist in administering and creating faculty user accounts in Active Directory.

BearingPoint Inc., Atlanta, GA 2006 – 2008

Consultant

Interfaced with customers to identify information requirements through business analysis and assessments needs.

Analyzed union and non-union Equal Employment Opportunity contract regulations to configure pay rules, work rules and accruals accordingly in KRONOS Time and Attendance Workforce Central application with emphasis focusing on shift differential, shift premium and employment status.

Handled day-to-day KRONOS operations along with managing and assigning of break/fix tickets, work and change requests to ensure MASL’s (minimum acceptable standard levels) are being met and processing payroll.

Supported proposal efforts, build strong relationships with clients and cross functional teams; provide business, technical and functional expertise on KRONOS work requests (High, Medium, Low, Very Low – risk level).

Worked on improving MASL metrics and implement corrective or preventive actions to enhance processes for increased efficiency and accuracy. Monitored inbound/outbound interface feeds for any anomalies or failures.

Participated in instructor led training for KRONOS and EPIC.

Designed test cases and user acceptance scenarios for validation testing of application systems.

Clarity Matters, Inc., Atlanta, GA 2005 – 2006

Business Intelligence Analyst

Wrote SQL scripts for data extraction, data cleansing and data integrity.

Performed integration, functional, performance and regression testing of new/upgraded applications and provided certification that application under test meets quality standards.

Assisted with INTRAPSECT Analytics implementation.

Wrote User Guide manual to reflect INTRASPECT Analytics application functionality and design.

Provided expertise on current product functions for KRONOS and INTRASPECT Analytics and serve as a resource on future products and enhancements.

Participated in process analysis and application prototypes for INTRASPECT Analytics.

Education and Training

DeKalb Technical College, Clarkston, GA

Certificate: UNIX/Linux Administration

Diploma: Information Security

Pace University, White Plains, NY

Masters of Science: Information Systems

City College of New York, New York, NY

Bachelor of Arts: Economics and Finance; Minor Concentration in Business Administratrion

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