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Software, Customer Service, Information Technology, Project Management

Columbus, Georgia, United States
April 29, 2019

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Frankie Motley-Turner

706-***-**** (Home)

706-***-**** (Cell)

706-***-**** (Alt)

**** **** *****

Columbus, GA 31907


I am looking for a position (preferably remote) that allows me to combine my Project Management experience with Information Technology, while also using my financial knowledge.


Ettain Group, Inc/LifePoint Health, Columbus, GA

Nov. 2018 to Dec. 2018

Tier 1 Clinical Help Desk

Answered phones for IT help in a clinical setting and recorded the phone call with a help desk ticket. Log tickets with company’s proprietary help desk tool in a clinical setting based off phone calls. Ability to handle 5 phone calls per hour. Ability to put users at ease with proper professional communication. Provide password resets using company’s proprietary tool. Call customers back to confirm ticket satisfaction. Maintained confidentiality. Followed HIPAA protocol for working with hospital staff and patient information.

Rose Int'l/Adient, West Point, GA

Sept. 2017 to Dec. 2018

IT Systems Analyst/Engineering Consultant

Responsible for all computer related issues with the company. Assures that all plant computer applications and hardware meet plant requirements to provide reliable uninterrupted computer support for mission-critical services. Keeps continuous network integrity for the production system at the West Point plant including backup and security of the network. Maintains office/plant computer systems - hardware and software as well as printers. Upgrade and repair all plant computer systems (software and hardware). Installing and uninstalling of computer software. Analyzes production processes to determine where improvements may be made which will contribute to quality and plant profitability. Update and maintain IT work instructions. Communicate effective and work will with his/her fellow Team Members. Responsible for providing recognition and positive reinforcement for all Team Members, in a manner to further develop each member of the team. Reporting accidents, occupational illnesses, and HSE&E emergencies, and inform supervisor of known HSE&E conditions which could adversely affect other team members, assets or to the public. Ensures compliance with all safety procedures and ensures safe working procedures in assigned production areas. Ability to read and interpret documents such as safety rules, blueprints and procedure manuals. Ability to write routine reports and correspondence.

Allegiance Staffing/Duracell, Lagrange, GA

Jan. 2017 to Mar. 2017

Service Desk Technician Level 2

Provided tech support to computer system users. Answered user questions. Resolved computer problems. in person, via phone. Provided assistance with computer hardware, computer software, printing, program installation, word processing, email, operating systems. Detected problems and errors in computer operations. Set up equipment for others to use. Ensured the proper setup of hardware. Correctly installed operating systems, software, applications. Maintained records of computer problems and actions taken. Recorded installations and equipment replacements. Used backup and archival software. Used configuration management software. Directed IT department of a corporation. Managed technology-related activities in information systems. Managed data and systems backups. Planned and coordinated IT projects and project activities. Assessed computing needs by consulting users, management, coworkers. Worked directly with vendors. Established cooperation by meeting with superiors, peers. Provided users with tech support. Recorded and reported IT department activity. Handled hardware and software requests.

Williams-Sonoma, Inc, Braselton, GA

Oct. 2016 to Dec. 2016

Full-Time Seasonal Work from Home Sales Associate

Sold merchandise at a retail store. Sold clothes, foods, home goods, furniture. Greeted customers. Helped customers find what they wanted. Showed customers how to use and care for merchandise. Helped customers choose items. Answered customer questions. Kept current with sales and promotions. Found out of stock items at other stores. Used basic computer skills. Found item prices. Aware of popular trends and items. Followed sales scripts. Responded to customer concerns. Explained products in detail. Answered customer questions. Obtained customer order information. Inputted orders into computer. Recorded relevant customer information. Answered telephone calls. Completed and maintained all required documentation. Spoke clearly and professionally. Exhibit strong customer service skills.

Synovus, Columbus, GA

Jan. 2013 to Jan. 2016

Network Support Analyst I

Establish production runs, and ensure job control language, run documentation, and data files are available. *Monitor customer applications and operational architecture through a Network Operations Center (NOC) to ensure services are available. Escalate as necessary. *Serve as a primary escalation point for network operations issues arising from within, and outside, the enterprise to coordinate and serve as a communication bridge during issues. *Follows standard operating procedures and takes actions to prevent network interruptions and service degradation. *Participate in tracking and prioritization of tickets and ensure incidents are handed off during shift changeover. *Communicate the status of network operations to allow for immediate response to service disruptions; monitor firm wide backups, created status reports, and alert on issues. *Assist in system related maintenance and environmental changes as requested, and provide assistance in testing new or upgraded applications. *Track and update events in the trouble ticketing system in a clear and efficient manner. Managed computer and network systems. Controlled multiple networks. Maintained network hardware, systems software, applications, configurations. Provided support for LAN, WAN, Internet system, network. Monitored network problems. Provided troubleshooting of hardware problems, software problems, network problems, systems problems. Ensured user access to system. Conferred with network users to solve system problems. Consulted vendors to solve system problems. Third shift. Managed computer systems for various organizations including: Financial organization

NCR, Columbus, GA

Jan. 2010 to Jan. 2013

Help Desk Agent Level 2

Assisted in writing knowledge base information to aide in resolution of customer problems. *Trained technical support staff and new hires to the team. *Provide technical support for resolution or escalation of desktop/POS/workgroup related problems or requests initiated by customers. *Provide the initial point of contact for technical problems and perform troubleshooting tasks, problem diagnosis, resolution, or escalation for the customer and other agents within the team. *Act as floor supervisor after hours and during the weekends. *Utilized a general knowledge of hardware and software components, local to the desktop/POS and as they relate to the network. *Worked closely with other Level 2 agents, Team Leads, and manager to help define new processes and improve old processes. *Worked closely with 3rd parties to troubleshoot down store type situations. *Setup, installation, and configuration of POS hardware and software. *Provides technical assistance in the programming, documentation, implementation, operation and support of infrastructure systems, including LAN support, systems administration, hardware, software, and operating systems. Provided tech support to computer system users. Answered user questions. Resolved computer problems. in person, via phone, remotely, over email. Provided assistance with computer hardware, computer software, printing, program installation, word processing, email, operating systems. Observed system functioning. Ensured the proper setup of hardware. Correctly installed software, applications. Performed minor repairs on software. Maintained records of computer problems and actions taken. Read technical manuals. Referred major hardware and software issues to technicians. Created training materials for computer equipment and programs.

Albany-Dougherty Restorative Justice, Albany, GA

Jan. 2003 to Jan. 2005

Grant Writer

Analyzed business needs. Developed use cases and functional specs. Conducted qualitative studies of work processes and policies. Compiled statistical reports. Assisted in the development of project definitions, cost analyses, progress reports, presentations. Identified measures to improve and monitor quality control. Informed team members of analysis and study results. Assisted in training. Used data mining tools to improve performance. Evaluated budget for cost effectiveness. Prepared documentation such as correspondence, reports, program plans, briefings, manuals. Proficient in data entry, data extraction.

Litho-Krome, Inc, Columbus, GA

Jan. 1999 to Jan. 2000

CC++ Programmer/Consultant

Responsible for all aspects of software development including requirements, design, coding, testing and maintenance on multiple platforms using C++ and Visual Basic *Created virtual gift card software program based on utilizing C++ *Assisted in writing readme file to support personalized greeting card website. Established procedures for technical support and trained technical support staff *Fluid understanding of HTML, CSS, C/C++, Visual Basic, SQL *This website stores all the data pertaining to a customer, entered by the customer over Internet, and allows for automatic mailing of greeting card to recipient *Create program to create barcode scan able card Wrote computer programs to meet project goals and specifications. Debugged programs to ensure they run smoothly. Updated and maintained computer programs. Used detailed flow charts to map programming problems and solutions. Created workflow charts describing input, output, logical operation. Created programs to handle specific jobs such as storing data, retrieving data. Applied knowledge of computer capabilities, subject matter, symbolic logic. Used data base management system software such as Microsoft SQL Server. Used data base user interface and query software such as Microsoft Access, Structured query language SQL. Used development environment software such as C, Microsoft Visual Basic. Used object or component oriented development software such as C++. Completed programming projects including: Created Virtual Gift Card program for Hallmark website


Accountancy, Active Directory, Administration, Adobe, Backup, Budgeting, C, C++, Charts, Cisco, COBOL, Communication, Computer Hardware, Computer Networking, Computer Skills, Configuration Management, Consulting, CSS, Customer Service, Customer Service Skills, DameWare, Data Communications, Data Entry, Data Mining, Data Processing, Database Administration, Decision-Making, Diagnosis, Documentation, Email, ERP Solutions, Excel, File Management, Financial, Firewalls, Fortran, Functional, Hewlett Packard, HMI, HTML, Imaging, Information Systems, IP, IPC, Java, Jcl, LAN, Languages, Leadership, Logic, Lotus Notes, Microsoft Access, Microsoft Office, Microsoft Outlook, Microsoft Windows, Netscape Enterprise Server, Network Hardware, Networking, Operating Systems, Oracle, Pascal, Patching, Peoplesoft, Peripherals, Phone Systems, Policy Analysis, POS, PowerBI Reports, PowerPoint, Presentation Skills, Printer Support, Process Engineering, Proficient, Proficy, Programming, Progress, Project Management, Quality Control, Read, Repair, Retail, Risk Management, Routers, Sales, SDLC, Self-Motivated, ServiceNow, Shell Scripting, Software Development, SolarWinds, SQL, Supervisory Skills, Switches, System Administration, Systems Analysis, Technical Support, Technical Writing, Telephone Skills, Training Materials, Troubleshooting, TSO, Typing, UNIX, Upgrades, User Interface Design, Utilities, Vendor Management, Visual Basic, VPN, WAN, Web Site Production, Windows NT, Word, Workflow Analysis, Writing


1999 Presidential Scholar, Albany State University, Albany, GA

B.S: Accounting

Honors: #1 in Graduating Class

GPA: 3.6

1999 Albany State University, Albany, GA

B.S: Computer Science

Honors: #2 in Graduating Class

GPA: 3.2

2017 Cappella University, St. Paul, MN

MBA: Project Management

GPA: 3.2

2017 Champlain College, Burlington, VT

MSL: Law

GPA: 3.2

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