Help Desk Team Lead

Briana Caple

*** ******** ** *** 19-980-***-**** 9516 Huntsham Rd

Greenville, NC 27858 **********@*****.*** Charlotte, NC 28227

EDUCATION

May 2015 East Carolina University College of Business, Greenville, NC

Bachelor of Science in Business Administration, Management Information Systems

GPA: 3.1/4.0

TECHNICAL EXPERTISE

• Project Management: SDLC, Use Cases, DFD’s

• Language/Software Application: Visual Basic, Access, Excel, PowerPoint, Word

• Database Management: ERD’s, SQL

• Web Application: CSS, HTML, PHP, Commonspot

TECHNICAL PROJECTS

Martinez Automotive Accounting System (Spring ’15)

• Constructed Use Case Diagrams for the proposed accounting system with a small group

• Created a complete Data Flow Diagram package in collaboration with a small group which

displayed the flow of data for each process

• Developed an application for Martinez Automotive using the Systems Development Life Cycle

which provided the user with a way to manage revenue and expenses as well as generate income reports

Get Toned Workout App (Fall ’14)

• Developed a prototype workout application using Visual Studio 2012 which provided workouts

for the user based on the muscle group such as chest, abs, back and shoulders

• Collaborated with a partner to develop a Windows Mobile Application using Visual Studio 2012

which would provide mobile access to instructions on specific workouts for specific muscles

Jimmy Lee & Son’s Farms (Spring ’14)

• Analyzed the current business system of Jimmy Lee & Son’s Farms; consisting of 68,000

Chickens and over 9,000 Hogs

• Designed a new automated information system by using a Use-Case driven methodology to

maximize the farms ability to operate more efficiently

• Prototyped a system that would automate business processes such as managing schedules,

inventory, employee information, tasks, supplier information, income and expenses, and employee hours

which included mock forms and reports

EXPERIENCE

August 2014- East Carolina University ITCS Academic Computing, Greenville, NC

Present ITCS Student Helpdesk Team Lead

• Train new hires and host team training sessions biweekly for over 20 employees resulting in efficient team

performance

• Create and preserve manuals on Microsoft SharePoint providing employees with knowledge resources and increasing

productivity

• Produce over 25 tutorial videos for the Student Help Desk website using Camtasia

• Evaluate the performance of each team member and motivate them to excel

• Maintain the Student Help Desk website via Commonspot

HONORS/ACTIVITIES

• Professional Development Chair of Alpha Kappa Psi, Spring 2015

• President of Alpha Kappa Psi, Fall 2013- Fall 2014

• Treasurer of AITP, Spring 2014

• Unity Chair of Alpha Kappa Psi, Fall 2013

• Historian of Alpha Kappa Psi, Fall 2013

• Web Development Chair, Spring 2013

• Honor Roll, Fall 2012 & Fall 2014

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