Manager Technical Support
Resume:
MARIAN L. MILTON
Durham, NC 27704
*********@*****.***
OBJECTIVE
Highly organized, self-starting professional with extensive experience in
contract negotiation, technical documentation, executive level experience,
software development life cycle, analysis, project management, and
training. A team player adept at handling multiple tasks and projects
simultaneously. Adaptable with a continuous record of growth and success.
EDUCATION
Campbell University May, 2003
BBA/Computer Information Systems
SKILLS
Microsoft Office Suite Lotus Notes Quicken
Citrix
Oracle Windows XP ACT Database
Adobe Acrobat Exchange SAP Microsoft Outlook
SAS Visual Basic 6.0 HTML
Microsoft Project Remote Business Manager SQL
Helpdesk Ticketing Systems Peoplesoft
MyPack Portal
Microsoft SharePoint Contract Negotiations
Moodle
IVRS Testing/QA TOAD
WORK EXPERIENCE
Datrose(Kodak) April, 2012 to present
HelpDesk/Phone Technical Support
. Provide Level 1 and 2 technical support in regards to Apex/Kiosk/MiniLab
Computer Systems connectivity
. Implemented technical support in Bluetooth hardware and software
implementation, RBM, Online and Remote Services, Process Assurance and
Minilab connectivity to assist CVS, Target, WalGreen sites in their
troubleshooting their equipment
. Utilize Citrix - Go To Assist to remote access client kiosks and
computers to monitor, install software and troubleshoot their systems
. Excellent documentation skills, and have documented issues with case
notes
. Send shell script commands to kiosk and Apex machine via Remote Business
Manager
. Remote into equipment and License or relicense equipment for software
updates
. Seeking to achieve a high level of customer satisfaction by improving
equipment operation and reducing down
time of equipment
Perform root cause analysis of errors reported
University Targeted Staffing-NC State University January, 2011 to
Feb.,2012
CHASS Business Services Specialist
. Maintain Tenure Track and Special Faculty teaching, evaluation, and
performance review
. Monitored and recorded expenditures and performs fund transfer to
departmental accounts
. Manage and update MS Excel spreadsheet for departments budget
. Coordinate travel arrangements for Guest Speakers while visiting
NCSU & Falculty
. Supervise work study students; coordinates work assignments, etc.
. Serve as department key coordinator. Anticipate need for new keys,
orders, issues,
Tracks, retrieve keys efficiently as required
. Responds to request for program and procedural information. Research
University, College and Departmental
Policies and procedures
. Generate deposits for Dean's office funds
. Reconcile bi-weekly DO & IT Temp payroll
. Generate system receipts for purchase orders
. Assess credit worthiness of customers, and perform all functions
related to the accounts receivable system.
. Generate vouchers for College & IT departments
. Processes requisition for credit card transactions and coordinates
with Account Manager
to resolve any issues
. Update payment information on pending vouchers
. Coordinate Loomis pick-ups
US Census Bureau(Temporary) March, 2009 to July, 2010
Crew Leader/Crew Leader Assistant/Enumerator
. Managed at team of 21 Enumerators
. Performed observations for Enumerators
. Attended daily meetings and provide updates to Field Operations
Supervisor and FOS Manager
. Performed address verifications via hand held computer versus actual
land marks
. Led daily team meetings to discuss any discrepancies and assign binders
to Enumerators
. Performed Group Quarter Enumerating for Homeless, Group Homes, Colleges
and Universities
. Performed Enumerating for Residential in Durham County
. Responsible for Finger printing new employees
SmartOnline, Inc. May, 2007 to October, 2008
Technical Support Representative
. Provided technical support to international clients with business
web based applications
. Worked with International Business Owners to process Domain Names
Transfers
. Renewed Domain names for Independent Business Owners annually and
ensure charges are correct
. Utilized PL/SQL and TOAD skills to verify results on back end
utilizing UNIX platform
. Provided back up support as second tier QA supporting web
applications
. Troubleshooted and fix log in errors and correct password errors
. Performed data failure analysis using Microsoft Excel
. Attended Summer/Winter and Quarterly Conferences to promote IBOCity
web services
. Demonstrated web applications utilizing Power Point Presentations
. Created weekly status reports on IBO issues, etc.
. Worked closely with Developers to determine errors and resolve all
issues
. Negotiate or manage the negotiation of strategic supplier contracts
and agreements for corporate
. Coordinated the schedules of other CSR to ensure adequate telephone
support coverage
. Communicates with all levels of management within the sourcing area
and with key stakeholders in the company
GlaxoSmithKline - Sourcing Contract Administrator October, 2005 to
Procurement IT June, 2006
. Extracted data from DCS IT database to an excel spreadsheet showing
supplier analysis for Director of Procurement
. Generated weekly supplier analysis reports using Microsoft Excel for
Procurement Director
. Received and reviewed Offshore User Requirement Requests
. Negotiated terms and conditions for various software to Offshoring
Suppliers for Business Units
. Processed User Requirement Requests by assigning to Sourcing Group
Manager and Legal department
. Researched and located contract for suppliers in the ConTrak database
. Interpreted use rights being requested
. Worked with Business Unit leaders to determine requirements of their
requests
. Negotiate or manage the negotiation of strategic supplier contracts and
agreements for corporate-wide and business unit initiatives and
projects.
. Posted and maintained Offshore Use Requirement Request in the Offshore
database using Lotus Notes
. Provided weekly updates to management and stakeholders on project
status
. Worked with International colleague to ensure accuracy of data in the
Offshore database and ConTrak database
. Daily task of tracking and posting actions performed in the Offshore
database
. Led weekly meetings with Business Unit, Legal Department & Customers to
ensure action items are performed
Freudenberg IT LP - Executive Assistant/Helpdesk February, 2004 to
October, 2005
. Regularly communicates with suppliers for continuous improvement.
Partners with business unit to monitor and report savings and other key
performance information.
. Provided support to the Chief Information Officer and 5 Engineers
. Managed all office activities in the absence of Chief Information
Officer
. Created Power Point presentations for meetings for the CIO and
Engineers as required
. Created and maintained access database to track servers and computer
equipment for the company
. Purchasing Manager for all hardware and software purchases for the Data
Center and Freudenberg IT US
. Analyzed data received via clients and created MS Excel spreadsheets
to compile data and created pivot tables for results of data
. Provided backup support to Helpdesk by answering calls
. Assisted users by creating help desk tickets and routing to appropriate
developer or manager
. Utilized SAP to create purchase requests for all supplier for the US
companies
. Tracked invoice status in SAP system and provide update to CIO and
customers
. Actively negotiated strategic IT contracts for use in Plymouth,
Michigan and Durham, North Carolina office locations
. Strong database structure understanding and PL/SQL and TOAD skills to
verify results on back end utilizing UNIX platform as required
. Established and maintained strategic relationships with suppliers
including an annual supplier review process and the delivery of
relevant equipment and/or software licenses for US Data Center
. Provided logistical support in US Data Center Operations
. Negotiated terms and conditions for software with various vendors
. Ordered software using SAP for the company as well as clients
. Performed daily back up for IBM servers and email servers
. Created excel spreadsheets to maintain and track tokens distributed to
all Freudenberg IT LP US employees
PPD Development Inc. - Quality Analyst II January, 1997 to
Clinical Communications & Informatics February, 2003
. Created and maintained Incident Resolution Tables using MS Excel while
testing Interactive Voice Response System
. Monitored database, notification tables, site tables and patient
enrollment tables while validating the IVR System
. Strong database structure understanding and PL/SQL and TOAD skills to
verify results on back end utilizing UNIX platform
. Thorough understanding of Phase I-IV Clinical Trials processes
. Working knowledge of FDA regulatory documents required for the
implementation, monitoring, audit and evaluation of clinical trials,
including informed consent, IND or NDA submissions
. Trained new Quality Analyst and temporary personnel on SOPs and WPDs
implemented within the department and company
. Performed computer validation which included testing Interactive Voice
Response Systems (IVRS) to ensure its functionally met FDA guidelines
and requirements to the design specifications and protocols
. Thorough understanding of the software development life cycle
. Strong working knowledge of the software development and software
quality control processes
. Strong planning, organization and project management skills, including
the ability to adjust to rapidly
changing priorities
Glaxo Wellcome Inc. - Computing Coordinator March, 1987 to
US Development IR January, 1997
. Monitored and maintained the fiscal year budget using MS Excel
. Prepared and distributed monthly reports of fiscal year budget to the
Director
. Served as a Liaison for the IT Liaison Program
. Assisted the Workgroup Support Team (Help Desk) in troubleshooting
computer, printer, and network problems
. Provided support to the Group Systems Manager, and employees in US
Development IR department
. Provided monthly report and analysis of fiscal year budget
. Created, edited, and maintained Web pages for US Development IR
. Created Power Point presentations for monthly meetings for the Director
. Processed contractor purchase requests and invoices
. Provided support to the Vice President of IT at the Meridian location
PROFESSIONAL MEMBERSHIPS
DIA (Drug Information Association)
ASQ (American Society for Quality)
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