Reporting Analyst, Help Desk Analyst

VALARIA COPELAND-STARR CELL: 404-***-**** ************@*****.***

PROFESSIONAL SUMMARY:

NCR Corporation-Peachtree City, Georgia

November 2009-November 2015

Service Coordinator III/Reporting Analyst

Researched, analyzed and validated data for U.S. and Canadian Banks ATM invoices for multiple banks

Ran queries, imported and exported data in MS Access/Excel generating reports to research for discrepancies

Coordinated with vendors(Brinks, Loomis, Garda and Dunbar) to resolve any discrepancies

Processed daily, weekly and monthly metric reports via MS Access/Excel for assigned customers

Distributed final validated invoice to clients and NCR upper management

ATM Helpdesk Analyst

Monitored, escalated and coordinated the resolution of problems occurring within the ATM network in high volume call center environment

Troubleshoot hardware and software issues with the ATMs and dispatched when needed

Properly documented and tracked the details of the problem, analyze both status and resolution within the Gasper tracking application

Used SCCM (Systems Center Configuration Manager)for software deployment to ATM machines

McKesson Corporation-Alpharetta, Georgia

March 2006-April 2009

IT Security Access Analyst

Managed (created, modified and deleted) user access accounts for five major hospitals in various applications, AS/400, Active Directory, Lotus Notes, VPN, SAP, Lawson and STAR

Coordinated with project managers to transition the security process over to McKesson

Traveled to sites for go-live training and development of the information security process

Communicated and delivered process improvements to supported sites

Provided 24 hour security support for on-call rotation as scheduled /managed customer escalations

Coca-Cola Enterprises – Marietta, Georgia

September 2001-November 2005

Security Administrator

Managed(created, modified and deleted)user profiles on all platforms and applications(Active Directory, AS/400, OS/390, Novell, Lotus Notes)supported by the Corporate IS security department within the established service level agreement timeframe

SAP Basis administrator in MM, PP, FI/CO, EBP, Travel Management and CRM

Monitored user profiles on all platforms and applications for compliance with corporate policies, procedures and standards

Provided 24 hour security support for on-call rotation as scheduled/ managed customer escalations

Assisted the security teams with implementing corrective and preventive measures for user profiles

Sr. Front Line Help Desk Analyst

Provided desktop, application, handheld devices, hardware and software technical support to internal users in high volume call center environment

Participated in some testing, implementation and installation of new releases and/or applications

Monitored problem management queue for high severity issues that impacted locations

Notified upper management of major outages

Troubleshoot basic telecommunications issues

TECHNICAL SKILLS

MS Office Suite(Word, Access, Excel and Power Point),Windows/Active Directory, TCP/IP, SAP, AS400, Horizon/Care Manager, STAR, Gasper System/CRM/GEMS/Remedy Ticketing systems, ESR (Electronic Settlement Reporting), Lawson, SCCM (Systems Center Configuration Manager), EDW, various email systems(MS Outlook, Lotus Notes), VPN, PSYNCH, Novell, Salient Margin Minder

EDUCATION

Completed coursework at Georgia State University, 1984-1986

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