Technical Support Information Technology

Cheryl Darling

Cascade Rdg. Katy, Texas 713-***-**** ******.*******@*****.***

Career Objective

Ambitious, experienced, and result-oriented leader with demonstrated success in business analyst and support services. Known for seamlessly coordinating processes required for the implementation of applications and testing software. Highly proficient communication skills and effective at managing relationships between users, leadership, and third-party vendors. Sharp, quick learner, and adapt well with change.

Technical Proficiencies

HTML, Excel VBA, SQL, Auto Hot Key, & Citrix

Operating systems: Windows XP/ Windows 7/ Windows 8, 10, Android

Salesforce, Footprints, SQL Server, Access, Modification only VBA, Beginner Java & XML

Browsers: Internet Explorer, Firefox, and Google Chrome

SharePoint: 6 years of total experience working with SharePoint 2007, SharePoint 2010 and SharePoint 2013

Career Highlights

Exceptional planning, prioritizing, organizing and execution skills

Daily use of TSYS, HP/EDS, Excel, VBA, SQL, and SAP

Outstanding ability to manage multiple tasks in a fast paced environment

Professional Experience

INDUSTRIAL INFO RESOURCES, SUGAR LAND, TX

Support Specialist – Nov. 2015 – July 2016

• Provided technical support and training for both clients and company personnel on Web-based tools and a GIS-based software package

• Fulfilled software and data contracts through manual SQL (Standard Query Language) coding

• Supported sales with product demonstrations at client meetings

• Developed support documentation for web tools such as user and trainer guides

• Created process improved plans to enhanced the department efficiency and accuracy

CONTRACT POSITIONS***

AMEGY BANK- CORPORATE BANKING, HOUSTON, TX

Technical Support, Jun 2015 – Sept. 2015

Troubleshoot and resolve web based, emails, and incoming calls for financial applications

Test applications for bug and bug fixes

Created process improvements and Maintained up to date documented procedures

PAYMETRIC- WORK/HOME HOUSTON, TX POSITION

Technical Support Analyst Sept 2014 – Dec. 2014

Install and troubleshoot Java, upload payment files, and export data

Performed timely analysis and qualification of incoming support requests

Provided resolution to open customer tickets or escalating to appropriate team members

Created, updated, and edit technical knowledgebase articles and other product related documentation and user guides

PCCA –Professional Compounding Centers of America- Pharmaceutical

Web Support Analyst Support July 2014 – Sept 2014

Maintained ticket log for all client support requests and application administration activities

Installed PCCA application including recommended updates, maintenance, and training

Provided software support to users with limited computer experience

Determined hardware/network issues

JP MORGAN, INVESTMENT BANKING, HOUSTON, TX

Application Support Analyst- Regional, Jul 2008 – Sep 2014

Troubleshooting web based financial applications

Develop and maintain good relationships with all lines of business.

Heavy client and inter-departmental interaction both via an ACD telephone system, ticketing system, and email.

Maintains up to date documented procedures guide pertaining to applications supported

Responsible for adhering to all JP Morgan required security training and certification requirements

JP MORGAN CHASE, COMMERCIAL CREDIT CARD, ELGIN, IL

Operations Delivery, Jul 2008 – Continuous

Promoted to Team Leader for Operations department after supporting Applications Support Team.

Manage all requests ensuring full compliance with established service-level agreements (“SLA”) on 13 individual desktops to automate 5000 accounts per hour in company processor via Excel VBA automation.

Effectively troubleshoot problems and develop more efficient production processes

Create engagement procedures, training documents, and quick reference guides for management on the on-going basis.

Create and test new Excel VBA versions and document all procedures for End to End Users.

Generate reports via SQL Server i.e. standard account list and Personal and Confidential reports.

Create macros to automate moving and formatting data and Update daily/weekly metrics and monthly forecasting for reporting.

Utilize SharePoint to complete tasks i.e. creating libraries and lists. Also SharePoint site creation or modification

Assist in group meetings and release planning & Conduct training for various departments via the classroom or conference calls.

Work with OFAC (Office of Foreign Asset Control) team for 6 months+ to validate all Policies

JP MORGAN CHASE, COMMERCIAL CREDIT CARD, ELGIN, IL

Client Application Support, Jul 2008 – Continuous Service

Act as a liaison between our clients, internal customers, technology, and product management.

Analyze and diagnose system problems and define temporary workarounds

Speak directly with Technology, Project Management, and our clients concerning known bugs discovered within the applications we support, as well as proposed client change requests.

Provide updates on outstanding ticket items and establish good rapport with all clients with an open ticket.

ADP (AUTOMATIC DATA PROCESSING) - AUTO DIVISION, HOFFMAN ESTATES, IL

Client Technical Analyst, Dec 2005 – Jul 2008

Managed all email requests, problems, and defects for internal systems ensuring full compliance with established service-level agreements (“SLA”) with key stakeholders.

Quickly learned functionality of custom applications and develop and maintain strong, professional relationships with key stakeholders. Create application documentation, build user guides, and create training material for new applications.

Perform functional testing on assigned applications and assure applications are ready for users.

24/7 pager coverage to support all OEM’s applications after hours.

Education

COMPTIA ***CURRENT STUDENT***

Jun 2015 - Present

A+, Network+ and Security+ IT Certification Training

MCSE certification *Currently taking courses

MICROSOFT EXCEL MASTERCLASS – SKILLS SUCCESS

Completion – October, 2015

SQL CERTIFICATION

Completion – October, 2015

COLORADO STATE UNIVERSITY, GLOBAL CAMPUS - ONLINE, LAST SEMESTER ***CURRENT STUDENT***

Bachelor of Science in Information Technology Specialization in Software Application Programming Candidate, December 2015

User Interface Design, Software Testing, Object Oriented Methods, Java Programming, and Software Processes

KAPLAN UNIVERSITY SCHOOL OF INFORMATION TECHNOLOGY- ONLINE, ONLINE, IA

Associates Degree in Information Technology (Honors), Aug 2011

Spreadsheet Applications, Database Concepts - Microsoft Access, Software Development Using C#, Database Management, Software Applications, Programming Using Visual Basic

Volunteer Hours

New Mom Teen Shelter September/2009 – Current Board Member & Speaker

Houston Food Bank Dec. 2014 to current

Big Brothers/Big Sisters March 2014 to March 2015

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