LATORIA L. GOLLIDAY
Aubrey, Texas *6227
acvxjs@r.postjobfree.com
PROFESSIONAL SUMMARY
Over 16 years of Information Technology skills and experiences; specializing in Systems and Applications Support with additional emphasis in Business Processes, Change Management, Project Coordinating, and Training Development
CORE COMPETENCIES
Hardware/Software Support
Windows 7/8
VNC/Remote Desktop
Microsoft Office 2010
FTP/Exchange Servers
Citrix Applications
ITIL/ITSM Knowledge
Active Directory
SharePoint 2013
Change Management
SCCM
SQL Server Reporting
SAP
Ticketing Systems
Diagnostic Testing
PROFESSIONAL EXPERIENCE
DYNAMEX Dallas, Texas April 2015 – Present
IT Support Analyst
Project lead on all software application installs on desktop and Thin Client virtual machines
Support over 1000 plus computer environment and resolve various types of hardware, software, and network problems for internal/external employees and customers
Work with various support tools such as Active Directory, Exchange Management consoles, Desktop Studio, and Citrix XenCenter to troubleshoot end user problems
Perform all troubleshooting via Virtual Network Computing (VNC) by using IP address or machine name
Open, update, and close problematic incidence via Change Gear ticketing system; also serve as Change Gear coordinator to make necessary system changes related to ITIL processes
Train customers and employees on new hardware and software tools in order for them to perform daily work activities
Work with third party vendors such as HP to fulfill software requirements and hardware equipment orders
Create knowledge base materials for team members, employees, and customers
Latoria Golliday Page 2
BANCTEC Irving, Texas October 2014 – April 2015
Systems Development Specialist (Contract)
One of two people to administer all software evaluation and testing, configuration management procedures, and statistical analysis
Perform detailed analyzes on business processes to ensure system failures and errors are corrected immediately for successful completion of customer transactions
Monitor automated services on multiple servers, importers, and scanners where thousands of client confidential business documents are transmitted
Capture and upload client data from FTP servers in an organized format for easy client access
Exceed in performing and meeting deadlines on pertinent daily request that must meet SLA guidelines to ensure there are no breach in contracts
Restore corrupt account files by creating application configuration files such as ini, org, tif, and fdx
Analyze and critique workflow charts to complete daily production projects
Quickly resolve internal client issues relating to new user profiles, account lockouts, import file issues, adding server access, image transaction failures, and retrieve archive data
Initiated and launched training plan and documentation in SharePoint for other teams to assist in workload
SHOESTHATINSPIRE Lewisville, Texas January 2014 – Present
Business Consultant
Use (FTP) File Transfer Protocol software to revise and upload retail inventory daily on business website and post inventory on numerous social media sites
Create biweekly PowerPoint and Word documents for business meetings and marketing events
Develop business cards, flyers, and pictures of products using Photoshop to generate business
Create biweekly PowerPoint and Word documents for business meetings and marketing events
Recruit, train, and coach new individuals on marketing strategies and correct ways in providing great customer service
Ensure availability of merchandise and services by working with vendors to maintain inventory; corresponding via email, phone, or videoconferencing
Formulate pricing policies by reviewing merchandising activities; determine additional needed sales promotions, authorizing clearance sales, study new trends
Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies
FIDELITY NATIONAL TITLE, Plano, Texas June 2013 - September 2013
Applications Support Analyst (Contract)
Performed detailed testing of new versions of system applications to detect and remove performance glitches to eliminate client impact calls and ticket queue volume
Created and edited SQL scripts to retrieve data to help company leaders prepare for daily tasks and monitor potential problems
Enabled, disabled, reset, and added new user web access accounts as requested by authorized personnel to eliminate security risk
Worked within Business Objects and SQL Server Report Services to modify multiple reports that were disbursed daily, weekly, and monthly to assistants, managers, and vice presidents
Latoria Golliday Page 3
ALLSTATE INSURANCE COMPANY, Irving, Texas September 1998 – August 2011
Software Support Administrator (2004-2011)
Installed, managed, and deployed software applications to over 91,000 workstations and 51,000 servers using SMS/System Center Configuration Manager (SCCM) console in a Data Center environment
Conducted daily task of scheduling, monitoring, testing, and troubleshooting software applications while continuing to surpass a 96% problem resolution queue goal by 3% each month
Installed and monitored McAfee software on system servers to help detect malicious activities or policy violations; performed troubleshooting on any software failures
Project manager on numerous software upgrades leading decisions to identify resources needed and assigning individual responsibilities
Hands on experience maintaining the SCCM infrastructure by resolving site server issues, investigating missing site assignments, and managing site boundaries
Used SQL database daily to create queries, generate reports, and modify scripts
ALLSTATE INSURANCE COMPANY
IT Change Management Analyst (2002-2004) (2008-2011-dual role)
Approved, declined, and updated Change Management request for internal client software installations
Attended weekly Change Advisory Board (CAB) meetings to speak on current and upcoming software applications, projects, and installs
Resolved many Change Management scheduling conflicts by working with requestors to review the severity levels, schedule times, dates, and areas that could be impacted
Assisted project teams to integrate Change Management activities into their project plans
Retrieved and consolidated 5 months of data containing the number of Change Management request in CMDB to help incorporate ITIL processes
Facilitated local IT department Change Management meetings that provided a forum for team managers and project leads to ask questions about current change request and status updates
ALLSTATE INSURANCE COMPANY
Project Installation Coordinator (1998-2002)
Supervised twelve contract employees for one year on high impact office installations that produced a 98% success rate
Educated team members on processes and procedures that contributed to installations being completed on time or before deadlines
Arranged agent office hardware installations, scheduled arrival times for engineers, and ordered office equipment
Prepared and presented reports in weekly meetings for Vice Presidents and Directors showing the progress of installations
EDUCATION
Bachelor of Business Administration
Jackson State University
Jackson, Mississippi