Customer Service Project Manager
Resume:
Gertrude Y. Freeman
********@*****.***
OBJECTIVE
As an IT Support Specialist, I have a good ability to adjust too many Certifications
IT needs. IT Supervisor, Jr. System Admin, Project Coordinator and :
Project Manager are among a few. I have been on Tier 1, 2, Application DCSE
Support and desktop support with experience in hardware, software WIN 7
support, and network issues as well as network security. I also have
experience with PDA's, Blackberry's, iPhones and iPAD's. Small to large Skills
scale rollouts using SCCM. I have also written procedural and training Programming
documentation. Plus I am detailed oriented; multitask and excellent Language:
customer service skills. SQL
EXPERIENCE Ticketing
Ariba/SIM Support Tech(contract) Systems:
05/2014-10/2014 Remedy,
S&R Resources/Cummins Altiris and HP
Ariba Support and SIM support Level1 for Cummins. Received ticket, Open view
emails and Instant messages from Customers. Provided clear and detailed
solutions to customers, prioritize workload based on the severity of Hardware:
issue and end user needs, documenting valid software issues including Dell
replication of undesired results and escalate issues as necessary to Compaq
Tier 2 or Tier 3/Development, worked with customer on fixing MAC
application issue from start of ticket to finish. Wrote Work plan and HP, Cannon,
process flow for SIMS Ricoh Printers
Service Desk analyst (contract) Blackberry's
07/2013-12/2013 IPhone
Smart IT/ City of Indianapolis Marion County IPAD
Answering service desk phone and resolving hard ware and software Telephony
issues. Application Support for City Applications, Remote Support.
Installed all software through SCCM Config Manager, Telephony Security, Software:
AD Security, Mainframe security. SCCM
MS Suite 2007,
Service Desk Analyst (contract) 2010
01/2011-3/2013 SAP
Adecco/Roche Proprietary
At the Roche service desk we are responsible for solving all calls that -Software
come into the phone queue. We also resolved calls concerning LAN/WAN SharePoint
issues, PC issues for the hardware and software, Active directory Admin Metaframe
(changed, deleted, created accounts and folders), AS400 (changed VPN
passwords) Ricoh and HP Printers. We also support blackberry's, IPASS
iPad's, iPhones and Roche instruments. In our environment we use Bomgar Ghost
and Net Meeting to support our users remotely. Wrote SOP's, TOP's Dameware
VMware
Technical Support Specialist (contract) Remote Support
7/2010-7/2010
Kforce/Dell
As a member of a project team we upgraded XP machines to Windows 7,
deployed 80 Dell Laptops, dual monitors and software, using transfer
cables. We removed the other used Dells and setup laptops according to
the user's needs.
Help desk/Desktop Analyst (contract)
4/2010-7/2010 Operating
Robert Half/Norwood Systems:
Tier 1, 2, desktop and remote support, investigated and resolved XP
computer software and hardware issues on Dells, Technical Training. Vista
Installed hardware and software on PC's, Norton Ghosting, HP printers Windows 7
troubleshooting, and tape backup (Backup Exec 12.5). Other duties as
assigned Email:
Outlook
Jr. Systems Admin (contract) Lotus Notes
2/2010-3/2010 GroupWise
Government Express Payment Email
Server(Exchang
Assisted in the rebuild of company's network. The process consisted of e)
rebuilding PC's including assigning of IP addresses and changing domain
names. Hardware and software inventory. Desktop Support. Installation Networking:
of hardware and software. Network backups. Active
Directory
Customer Service Helpdesk (contract) Novell
12/2009-1/2010 TCP/IP
KForce/Ivy Tech DNS
DHCP
Helped new/old Ivy Tech students as they entered the school year. Help IP Address
with registration, tuition, classes, pc issues, website issues and Firewalls
other question and answers.
iPhone Roll Out (contract)
10/2009-12/2009
KForce/Ice Miller
Duties included: The setup, programming and training of iPhones and
Blackberries (on the BES Server)
Project Assistant (contract) 8/2008-10/2008
Bucher and Christian/Eli Lilly
Assisted a team of Project Managers. Duties included updating project
schedules in ProChain, Managed all Communication, Risk Management,
minutes, calendar scheduling, other duties as assign.
IT Customer Support Analyst (contract)
2/2008-5/2008
Simon Properties/Smart IT
Tier 1 and 2 support to all Simon Properties. Hardware, software,
blackberries, Thin Clients,
Citrix Metaframe, Ghost Imaging, network, account administration, AS400
(assisted in changing passwords and looking into accounts), reporting
through ticketing system. Other duties as assigned.
Help Desk Analyst (contract) 9/2007-2/2008
Unisys/Professional Data Dimensions
Tier 1 and 2 support. Support for Lotus Notes, LAN, VPN, IPASS
Handhelds, Blackberries and other applications. Remote support. Resolve
all issues at 1st level
Resolve 80% of all incoming calls.
Service Desk Analyst (contract)
7/2007-9/2007
Roche Diagnostics/Perficient
Level 1 Help desk duties. Resolve all incoming calls at first level.
Includes: Black Berries, VPN connections, Wireless, Hardware and
Software installs.
Remote control fixes, Net Installs, excellent customer service.
Asset Management Team (contract)
04/2007-7/2007
Midwest ISO/K-Force
Received items into secured storage, managed and processed items into
Remedy,
helped manage the purchase orders and requests for new equipment,
helped Manage the Team Asset Queue and other duties as assigned.
Helpdesk Analyst (contract)
06/2006-11/2006
Clarian Health/Robert Half
Tier 1, 2 support for Help Desk, Monitored and resolved tickets.
Support for hardware, software, wireless, Blackberries and VPN.
Escalate unresolved tickets.
Project Coordinator/Supervisor (Perm)
05/2005-11/2005
Insight Client: H.B Fuller Vadnais Heights, MN
Overlooked and managed the responsibilities of Desktop group.
Managed tickets in Remedy queue, Main hub for all helpdesk calls and
emergencies, responsible for coordinating with outside resources in
order to get offsite machines and printers fixed, Asset management,
Documentation writing, Facilitated meetings, scheduling and
procurement. Remedy queue clean-up of tickets and assets.
Field Service Engineer (contract)
03/2005-5/2005
Insight- MPLS, MN
Replace defective dell hard drive with new ones. Reimaged newly
installed Hard drives with Ghost. Asset management.
Help Desk Analyst (contract)
08/2004-10/2004
Best Buy HQ- Richfield, MN
Tier 1 support for technicians
Ghosting (re-image) and network support. Checked in/out technicians.
Made sure all days work was done and gave details for the next day's
job. Gave details for the work of the day sent/ received extra
hardware, cable, kiosks and other hardware.
Help Desk Analyst (Perm)
10/2001-06/2004
Star Tribune Newspaper- MPLS, MN
Tier 1,2, desktop and remote, Troubleshooting support and
Administrative duties for Lotus Notes passwords, missing databases,
request for databases, Investigated and resolved computer software and
hardware issues, Answered questions applying knowledge of computer
software, hardware and procedures, Technical Training
Changed Novell, Windows, mainframe and VPN passwords, Setup and
troubleshot VPN issues, Installed hardware and software on PC's, Norton
Ghosting, Troubleshot PC's, HP printers, PDA's, network and servers.
Remedy queue clean-up of tickets before switching to new system. Other
projects as assigned.
Technician (Perm)
08/2001-10/2001
Walls4All-Saint Paul, MN
Setup/Maintenance of LAN, Built and maintained website
Help Desk Technician (Perm)
01/2001-06/2001
Minneapolis PHA-MPLS, MN
Investigated and resolved computer software and hardware issues
Answered questions applying knowledge of computer software, hardware
and
procedures Troubleshot PC's, HP printers, Cannon, network and servers
Asset management, Technical Training on printers, software and pc's
Changed Novell and Windows passwords,Network account set ups, Deployed
hardware and software, Norton Ghost,Desk Side support and Wrote batch
files .Small scale projects as assigned.
Helpdesk Analyst (contract)
11/1999-06/2000
IBM/CDI Consulting, MPLS, MN
Tier 1 Support, Support for Lotus Notes( Passwords) and Escalated
unresolved issues.
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