Management Customer Service

Charmaine A. Brown

*** * ***** ****** *** *E Bronx, NY 10470

651-***-**** ******************@*****.***

EDUCATION:

Bryant & Stratton Online College – Information Technology, Current

ITIL Foundations v3 Certification, 2010

Variety of professional programs including, Change, Incident, and Problem management, time management, and customer service training, 2008

EXPERIENCE SKILLS:

Excellent Analytical skills

Good customer relations skills

Well organized and punctual

Good Multitasking Skills

Detail oriented

Interpersonal and communication skills (both written and verbal)

Research, document and implement new ideas

Analytical in decision making

Ability to work under pressure with minimal or no supervision

Train staff/employees on new software and hardware

Vendor management.

Ability to develop, foster and maintain effective working relationships with all stakeholders.

EMPLOYMENT HISTORY

PIXMANIA, INC. (Remote) GLOBAL ONLINE COMPANY

DOCUMENT REVIEW ANALSYT April 2015 – Current

Review documents and letter correspondents for grammatical errors and revise as needed.

Grammatical skills

Have the ability to manage multiple projects at one time.

Provide client support

Draft materials

Track documentation and maintain records.

MULTIPLAN INC. NEW YORK, NY

PROCESS CONSULTANT January 2015 – April 2015

Design ITIL Processes based on the customer requirement with the responsibility for the creation, development, and management of Change/Release Management Processes and documentation.

Manage, control, coordinate, and administer all aspects of ITIL processes within the IT environment for ServiceNow tool.

Conduct meetings using Outlook.

Utilize SharePoint as the gatekeeper for established requirements and functionalities.

Generate functional specification documentation.

Identify gaps in the design solutions.

Utilize Microsoft Office Suite in order to display requirements gathered.

Provide new solutions around Knowledge Base tool process and procedure documentation.

CARGILL, INC HOPKINS, MN

GLOBAL IT CHANGE MANAGER/PLANNER (Remote) January 2011 – September 2014

Accountable for all global infrastructure changes for the following teams (Application, Security, Database, Remedy (BMC), Enterprise Web Services, and Global Network Services (GNS) teams).

Processed and reviewed all change related incidents.

Responsible for reviewing and controlling change for successful deployments to achieve a measurable reduction in production outages, assuring consistent change experience.

Monitored, audited, conducted gap analysis, recommended and documented change processes ensuring compliance within BMC (Remedy).

Planned, defined and designed the purpose, scope, objectives, policies and procedures, and the organizational and technical content for Change requests.

Communicated change approval after CAB meetings and after approval has taken place.

Facilitated project planning at the beginning stage to ensure implementation.

Manage Configuration Item (CI) records in CMDB until end of life.

Able to communicate technical information in both technical and non-technical form.

Developed and maintained effective customer and partner relationships while driving positive customer satisfaction for Change and Release Management

CARGILL, INC HOPKINS, MN

NETWORK OPERATIONS ANALYST December 2008 – January 2011

Provided 2nd level technical support for networking technologies to an estimated 75,000 global end users remotely.

Identify traffic causing high utilization using network methodologies to resolve problems.

Answered 80 calls a work shift and logged those incidents into BMC (Remedy) Ticketing tool.

Provided 24/7 support coverage by working 4 days on with 3 days off on rotating schedule.

Administered and managed the, maintenance, repair work of network servers and system components.

Troubleshoot support and configure, handheld (personal devices)…eg. IPhones, Android, and Blackberry devices.

Provided phone and remote support for Windows OS patching

Experience working with Windows DLP (Data loss prevention)

Maintain orders of new equipment, returns, and shipments.

Installation, configuration and incident resolution for McAfee Anti-Virus software

Supported Change management for moves, new setups and changes to fix/repair software and hardware devices.

Provided Root Cause Analysts to problem incidents utilizing the problem management module in Remedy.

Lead a 3 person team by providing training and guidance to resolve complex network issues.

Computer Skills:

Managed and supported all network components throughout the company globally. These components consisted of MS Windows and MAC (Mountain lion) operating system, IPhone, Android and Blackberry, IPT phones (Cisco), VPN, Citrix / remote connections (hard tokens, SafeWord). MS Office Suite, Lotus Notes, and Outlook (MS Exchange Server) and SharePoint. Dell, HP, and Printers (Xerox, HP, Dell). Networking protocols such as (TCP/IP, DNS, DHCP, and wireless configurations). Internet, Proxy and Firewall monitoring. Active Directory, Group Policy and Office 365 administration (Admin Portal) and onboarding of accounts. Mail transport fundamentals such as (POP, IMAP and SMPT. Meeting solutions such as WebEx, Lync and Sametime.

Vendor Management:

Maintain coordination with outside vendors for further investigation of their services within BMC (Remedy). Ensure SLA agreements are met to avoid any further production outages with the businesses Made recommendations of contracted services that was consistent with the company and vendor’s expectations. Coordinate all vendor management tasks inclusive of working with external vendors and internal employees on a global scale. Setup meetings with stakeholders and vendors to gather requirements for SLA contracts. Troubleshoot all vendor problems and present to management as required.

CDI BUSINESS SOLUTIONS INC MINNEAPOLIS, MN

2nd LEVEL TECHNICAL SUPPORT SPECIALIST February 2006 – December 2008

Provide on the floor deskside support to over 120 Financial Advisors and worked with third level support teams to ensure resolution within the service level agreement contracts.

Provide technical desktop support, which included fix/repair of desktop and printer peripherals in house or remotely.

Created and managed incidents in ServiceNow.

Provide 24/7 Support coverage on a rotating schedule.

Create backup for new installations.

Installation, configuration and incident resolution for McAfee Anti-Virus software.

Provide strategic input into the network performance to meet the demands of the businesses globally.

Perform routine hardware and software testing, configuration and installation.

Resolved and troubleshoot any malfunctions or setups involving Windows (7 & XP), blackberry, IPT Cisco phones, Dell/Xerox/HP devices, VPN, Citrix, remote connections, Active directory, Group Policies, MS Office Suite, Lotus Notes, Outlook, Lync, Sharepoint, networking protocols such as (TCP/IP, DNS, DHCP, and wireless configurations) and WebX.

Create and maintain desktop images.

Working knowledge of Windows DLP (Data loss prevention).

Perform routine network, PC installation and Windows OS patching.

Identify user training needs, developed and delivered technical training on an ongoing basis.

ALLINA HOSPITALS AND CLINICS MINNEAPOLIS, MN

2nd Level Technical Support Specialist December 2001- November 2005

Deliver service and support to over 50,000 end-users using an operating automated call distribution phone software, via remote connection, over the Internet and in person.

Logged between 60-80 incidents a day into BMC (Remedy) Ticketing tool.

Have an understanding about HIPPA regulations and patient information confidentiality.

Provide File Share Drive access and setup users in Active Directory.

Reset passwords as needed.

Diagnose and resolved technical hardware and software issues involving Windows OS such as(95/98, Vista, 7, 2000, XP), Blackberry, Cisco IPT phones, VPN, Citrix connections, MS Office Suite, Outlook, Dell, HP and Xerox printers, internet connectivity using TCP/IP, DNS, DHCP and wireless connections, and legacy applications.

Setup new groups, reset passwords and unlocked accounts associated with Active Directory and Group policies.

Offered alternative solutions where appropriate with the objective of retaining customers and clients’ business. Identified and understood issues, problems, and opportunities; compared data from different sources to draw conclusions; used effective approaches for choosing a course of action or developing appropriate solutions and took actions that were consistent with available facts, constraints, and probable consequences.

Dealt effectively with others in antagonistic situations using appropriate interpersonal styles and methods to reduce tension or conflict.

Maintain and create documentation for the Knowledge Base tool which included process and procedures for quicker resolutions for clients.

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