Manager Support

Gayle OSBURN ** Ranch Road

Cedar Crest, NM ***** ********@*****.***

Home Phone: 505-***-****

SUMMARY Trained professional with over 20 years’ experience in computer systems and database management. Independent, organized, and enthusiastic with excellent organizational, communication and presentation skills. Experienced in SQL, Excel, Access and prioritizing multiple projects with multiple deadlines.

EXPERIENCE

7/2015 – Present University of New Mexico CDD, Albuquerque, NM Program

Data Manager

Develops and designs methods and procedures for collecting, organizing, interpreting, and classifying information for input into computer and retrieval from computer, utilizing knowledge of symbolic language, optical or pattern recognition, database construction, and retrieval methods.

Develops alternate designs to resolve problems in input, storage, or retrieval of information, utilizing knowledge of electronic data processing principles, mathematics, and computer capabilities.

Consults with and advises clientele on the use and interpretation of data; collaborates as appropriate with clientele in the structuring and development of data requirements.

Performs needs assessment activities and works with other information systems personnel to determine feasibility of development of new databases and/or enhancements or modifications to existing databases.

Develops specifications for data capture and input; monitors input to ensure consistency, quality, and integrity of data.

Programs, debugs, and runs a variety of scheduled and ad hoc listings, summaries, statistics, labels, and other electronic and/or presentation reports.

Provides technical assistance and training to department personnel in the use of personal computers, standard software packages, and on-line information systems.

Makes recommendations for on-line program enhancements; assists in testing and implementation of modifications and enhancements.

May set up and maintain staff security access codes; may manage departmental client server infrastructure.

Supervises or oversees the work of programming and/or data entry staff and/or student employees.

Maintains currency of knowledge with respect to relevant state-of-the-art technology, equipment, and/or systems.

Performs miscellaneous job-related duties as assigned.

11/2014 – 7/2015 University of New Mexico Continuing Ed, Albuquerque, NM

Program Coordinator – Computers & Technology Training

Plans and coordinates the day-to-day administrative and operational activities of the UNM Continuing Education IT programs including Desktop Computing, IT Professional, and SkillSoft and other vendor online courses.

Job duties include advising students, working with instructors, daily maintenance of courses, scheduling courses in semester plans, and working with the Senior Program Manager to develop new courses and certificate programs.

Part of the It-Digital Arts work group and would maintain a close relationship with IT support to ensure classroom labs are current and operational at all times.

08/2007 – 8/2014 Dover School District, Dover, NH Technical Support Services Assistant/Data Coordinator

Provide support for the use of MMS (student SIS) throughout the district, including the guidance of general MMS usage based on district-wide standards.

Provide support for the use of Internet technology-based reporting and communication tools throughout the district.

Update the district website as needed, and provide support and guidance to other web editors throughout the district.

Publish regular Technical Support Services email newsletter.

Create SQL reports, files and uploads as needed for the district.

Assist Technical Support Services Manager, Coordinators and Support Specialists as needed.

May take part in more advanced infrastructure projects.

Provide general office support for Technical Support Services Department.

07/2006 – 08/2007 Dover High School, Dover, NH Administrative Assistant to the Principal

Manage school activity funds

Maintain school Edline site, updated daily

Manage student parking

Manage main office, assist students, Principal and Deans

Prepare reports for Principal to submit to Superintendent & School Board

Help manage school information system (MMS®)

1/2005 – 07/2006 Computer Resources, LLC. Barrington, NH Specialist, Product Support & Training

Trained clients on the use of CRLLC software (MMS®) on-site or over the internet.

Worked with clients in a consulting fashion to implement the software to create the biggest, positive impact and a smooth transition.

Assisted clients over the telephone and internet with issues/questions on running the software.

Created lesson plans and documents to assist with the learning process.

Performed data conversions

1/1998 – 1/2005 Computer Resources, LLC. Barrington, NH Manager, Product Support

Managed the daily operations of a six-person product support department.

•Planned and implemented strategies for customer loyalty and retention.

•Tracked support clients who did not renew and marketed support renewal retention program.

•Tracked problem clients and calls.

•Tracked technician call volume.

•Trained new technicians and all technicians on new software.

•Planned telephone coverage for hours of operation.

•Resolved third level escalation support calls.

•Assisted with calls during busy call periods.

•Assisted Operations Manager with projects as requested.

•Attended Monthly Management Caucus and presented Support Department statistics.

•Assisted with problems and needs of other departments.

•Served on the CRM and Safety Committees.

•Completed renewal support contracts for clients.

•Supervised support employees.

•Trained clients either at their site, our office or online on our software.

3/1997 - 1/1998 Pathlab, Inc Portsmouth, NH Operations Technician

Responsible for building, repairing and trouble shooting lab and office PCs as well as printers. Performed PC and VAX backups and performance monitoring. Supported Office 97, Lotus and various lab and financial programs. Familiarity with Windows NT and 95, Remote Access, Internet access and virus protection.

11/1995 - 3/1997 Pathlab Inc. Portsmouth, NH Dispatcher

Responsible for assistance with opening, accessioning, labeling and receiving specimens for processing in the lab. Included quality control, problem resolution and general office abilities as required.

EDUCATION

Southern NH University US-NH-Manchester

Associates of Science in Information Technology with High Honors May 2006 Bachelor of Science in Information Technology with Honors in January 2007

Master’s in Justice Studies/Homeland Security at Southern NH University in December 2011. Member of Phi Theta Kappa and Delta Mu Delta Honor Societies

ADDITIONAL INFORMATION

Help Desk Manager Certified, Microsoft Office, Access, Excel, SQL, very familiar with PC hardware. ITIL Foundation Certified

References available upon request.

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