Aquilla Roberts-Ford

www.linkedin.com/in/aquilla-roberts-ford 763-***-**** Cell aczkng@r.postjobfree.com

IT SUPPORT PROFESSIONAL

Applications Management Software Licensing Global Processes

Comprehensive experience in testing and implementing software, reporting and policies that meet and exceed diverse business objectives. Resourceful and tasked focused able to pinpoint and resolve errors in early stages to avoid time / cost expenditures. Efficient and organized delivering results that align with business strategies and process enhancements.

TECHNICAL SKILLS

Concur, SQL, Microsoft Dynamics Great Plains, Toad, SQL Server 2008, SharePoint, Oracle, Confluence, Jira, TFS, Java Applet, Splunk, Active Directory, Microsoft Office Suite, Windows XP-2010, PeopleSoft, SAP, Service Desk tools: Manage Engine, Assyst, Intuit (Track IT), Infra Active, Remedy, CMS, Magic-BMC, CRM, RSA, Pipeline, Citrix, Crystal Reports, VPN, Web Applications, Kronos, Exchange, CTC Bridge, Windows SMS, Altris, Veritas Backup Exec and Netsoft.

PROFESSIONAL EXPERIENCE

JOHNSON & JOHNSON, Plymouth, MN 2015 – 2017

Application Administrator at Sterilmed, Inc., Johnson & Johnson Company

Partnered with Johnson & Johnson functional teams to integrate IT environment to J&J worldwide network and implement global processes. Responded to inquiries, troubleshot problems, and determined and implemented solutions for 300+ employees nationwide.

Provided support for Microsoft Dynamics Great Plains, Without Wire (WOW) and proprietary medical production application, Sterilmed Integration System (SIS).

Created SQL queries that updated data, user information and reports. Ran daily, weekly, monthly and ad hoc queries, providing accurate and reliable data for customers and users.

Collaborated with several vendors, achieving best pricing and reducing costs 10% by managing company software purchasing and licensing for end users and server-based licenses.

Developed and maintained IT documentation for service desk knowledge base, general department documents and SOX policies and regulations, ensuring department organization, identifying and implementing user and employee tasks and processes, achieving 0% SOX audit findings.

Processed weekly audit reports, maintained documentation for SOX related applications and processes, and worked with Corporate IT Risk Assurance, confirming IAPP compliance and completing scheduled audits.

Maintained company SharePoint site, gaining permissions and providing edits/changes to page content upon request.

DISYS CONSULTING, Minneapolis, MN 2014 –2015

Concur Application Support Analyst at St. Jude Medical

Supported and resolved Level II technical incidents and service requests, as well as issues pertaining to Global Administrative Tool (GAT) to maintain data between SAP / HCM and Concur.

Monitored interfaces between SAP / HCM, GAT and Concur, providing 100 % application up time, increasing data accuracy and delivering efficient and reliable product.

Tested approved application enhancements, producing company-wide stable environment.

MERRILL CORPORATION, St. Paul, MN 2011 – 2014

Application Support Analyst

Performed level II technical support for company data storage proprietary software to support 300+ employees nationally and all clients worldwide.

Created SQL queries that captured product information and statistics necessary for reliable and efficient product.

Maintained and supported data in live, testing, and stage environments owned by team, monitoring client data in both live and scheduled environments, generating reports, including enhancements pertaining to Datasite application.

Documented software proposals and fixes by logging into bug tracking systems, providing historical data of changes and technical issues that aided in resolving future complications.

Managed team technical knowledge base, creating and updating existing documents and policies, improving department service level agreements (SLA), increasing customer service and adhering to company regulation policies.

DEPARTMENT OF VETERANS AFFAIRS, St. Paul, MN 2008 – 2010

Veterans Service Administrator

Worked with VA claimants presenting information and assisting in application process for benefits and other services.

Coordinated benefits and various service processes between legal, human resources and claimant, meeting all government mandatory regulations.

Ensured accurate benefit payments and communications sent to claimants and families by working with and enabling complex computer systems.

SELECT COMFORT, Plymouth, MN 2007 – 2008

Lead Technical Support Analyst - Level II

Provided phone, in person and electronic support on all company supported applications. Served as technical support liaison on company based projects. Documented all issues and resolutions using BMC ticket tracking software.

Diagnosed and determined source of hardware and software issues for PC’s, laptops, printers, and blackberries and advised on appropriate action.

Monitored Outlook, creating new user accounts and assigned passwords.

ADDITIONAL RELEVANT EXPERIENCE

GUIDANT CORP / BOSTON SCIENTIFIC, Arden Hills, MN

Technical Consultant

Diagnosed and resolved technical issues surrounding various OS, supported MS Office Suites, company based applications, e-mail, internet connections, PC’s, laptops and printers in high call-volume environment.

TQ3NAVIGANT (formally NORTHWESTERN TRAVEL), Edina, MN

Lead Helpdesk / Senior Service Administrator

Served as central contact for resolution of desktop / work group problems in 5K user environment.

EDUCATION AND TRAINING

Bachelor of Science (BS), Business Administration, National American University, Brooklyn Center, MN

Associate of Arts (AA), Applied Management, National American University, Brooklyn Center, MN

Associate of Arts (AA), PC Support, National American University, Brooklyn Center, MN

COMMUNITY SERVICE

Team lead for J&J Global Operation Smile initiative, raising $10K individually and leading team to win

top 3 fundraising awards

Contact this candidate