Customer Service Office
Resume:
Karrie Le Noir
Spring, Texas **386
***************@*****.***
713-***-**** cell
Dedicated IT Professional with over 15 years of proven success in IT lead and generalist roles, using superior written / verbal communication skills and organizational strengths. Proactive in problem solving and streamlining processes. Committed to fostering a positive, productive work environment. Passion for fostering project teams through training, stakeholder engagement, cost reduction, and process improvement. Proven ability to integrate technical and non-technical stakeholders, at all levels, into collaborative, focused project teams.
Skills
Operating Systems: Windows 2000/XP/Vista/Win 7/Win 8
Special projects: North America Team lead for the deployment of OS and Office upgrades for STUSCO and SENA.
Networking: LAN/WAN, TCP/IP, Ethernet, ISDN, DNS, DSL, firewalls, VPN
Software applications: MS Office 2010 and O365 (Word, Excel, PowerPoint and Access, Outlook), Act 2.0, Active Directory. NetRC, AHD, Bloomberg, Citrix, Citrix Program Neighborhood, Clientele, Dameware, Endur, Groove, IMLogic, IO, Lotus Notes, Lync/Skype, Nucleus, pcAnywhere, Remedy, Reuters, SCCM, Service Center, SharePoint, SMS, SQL, Tivoli (TPM), Tradenet, Visio, Visual Basic, WebIce, XenApp.
Education
Austin Community College - Management
Attended: 1983-1985
Brandman University Information Technology
Anticipated Graduation Dec 2017
Trinity University - Associate Degree: Business Management
Graduation: 2003
Relevant Experience
Royal Dutch Shell - Shell Trading US Company
Houston, TX
Migration Lead/Application Support
July 2010 – December 2015
Assisted IO team with L1 support and improved the SLA for the group standards by staying customer focused. By staying so customer driven I also helped changed the image of the team itself.
Team Lead of the migration of Win 7, 64 bit OS and Office 2010/IE9 duties include: stakeholder engagement to refine my focal point list for testers, testing management, assist in remediation of issues and lead ongoing support for all Office 2010 issues.
Focal Point for our business users at our Midland office for an infrastructure upgrade project, scope consisted of phone systems, internet connections, hardware, etc.
Routinely recognized for my excellent customer focused approach by both the business and Senior Leadership.
Intercompany relationship and team building event planner.
Regularly provided troubleshooting and resolution on both the trade floor and non- trading floor environments.
Aides in cost reduction by analyzing work and routinely verifying the work being done is the correct scope. Saved 27 millions of dollars for Trading on the NST migration project by reducing the number of applications to migrate from the legacy Citrix environment from 700 to under 100 into the XenApp environment.
Effectively manages stakeholders across the trade floor as well as support staff by using effective communication skills.
I also worked on the Vista for MOP(Citrix home worker application) project where I worked with users, assisting in the transition from W2K MOP to Vista MOP.
Member of the BC/Disaster Recovery business initiatives team. Participated in several actual events and or testing.
Identifies opportunities for improving business processes through information systems and/or non-system driver changes; assists in the preparation of proposals to develop new systems and/or operational changes.
North America Project Lead
May 2008 – July 2010
Met and exceeded targeted KPI’ for deployments in North America.
Maintained business continuity at the forefront while performing the rollout of various operating systems during migration efforts to ensure protection of the business.
Facilitated an intercompany workshop to develop the processes around the Vista migrations.
Lead specialized team designed to troubleshoot Trading specific deployment issues.
Expedited migration processes through stakeholder management and utilization of Trading support history and organizational knowledge.
Provided troubleshooting expertise during the migration efforts.
Routinely traveled to all the NA satellite office to provide hands on support and training users during Office upgrades.
Office Migration Lead
October 2007 – May 2008
Facilitated discussions/relationships with major stakeholders across the businesses.
Worked with users to enable Office and Application inventory tools.
Compiled and presented information on Office Compatibility to stakeholders across Trading(including all satellite offices).
Assisted with user communications as related to Stakeholder and SME identification.
Discussed and compiled methodology and tools to approach Office File Testing as related to the C13 Control files.
Developed, with Apps/compat developer’s help, a way for users to view their scan results online. Enabled users to see where potential issues could arise for MS Office files.
Shell Trading Desktop Analyst
March 2005 – October 2007
Managed the initial Citrix based deployment project with two very successful contingency tests. Supervised one person for the project.
Managed the integrity of the data for the Inventory asset project, identified historical legacy machines and servers.
Managed Exchange migration for North America, this included travel to Calgary, Chicago, Syracuse and San Diego.
Managed 2nd deployment of a Citrix based virtual desktop, distributed information, planned and executed training classes for North America.
Provided support of telephony, turrets and other peripherals such as printers, scanners etc.
Technical Lead for several acquisition projects and brought our new Spokane, Calgary, and Toronto offices online with Shell with no disruption to the business.
Administrator for the IMLogic server for Yahoo and AOL for Shell Trading North America. Created, activated, and managed over 900 accounts.
Utilized Remedy for ticketing issues.
Excellent collaboration skills with a strong emphasis on team building(regularly organized team building events)
Provided hands on MOB, MOP and VPN training for both trade floors.
SME for MS Office (97 and 2000) and network-based applications.
Assisted with the development of the e-discovery process by working across departmental as well as organizational boundaries to facilitate an on time on budget deployment. Worked with training the appropriate staff on the new process.
Momentum Consulting
Houston, TX
Help Desk Analyst\Trainer\Desktop Support
March 2003 – March 2005
Served as Lead Support Analyst for MS Office (97 and 2000) for all users, as well as onsite remote first and second level support for migrations.
Built and deployed both desktops and laptops.
Conducted training classes at remote sites for GI-D implementation.
Implemented and administer IMLogic server for Yahoo and AOL for Shell Trading North America. Created, activated, and managed over 500 accounts.
Initially brought into trading for my office expertise as trading had Excel corruption issues.
Primary IT support for Shell Trading offshore personnel.
Hands on MOB, MOP and VPN training for both trade floors.
Enterprise/ Career Consultants
Houston, TX
Help Desk Analyst\Trainer
July 2002 – January 2003
Dynegy
Houston, TX
MS OfficeTrainer/Front-End Database Administrator
April 1998 – June 2002
Professional Affiliations/Community Efforts
Volunteer work with Habitat for Humanity, Child Advocates, and the American Cancer Society.
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