Susan R. Wolder-Williams

Upbeat, Positive, Hardworking Manager

Des Moines, IA 50310

ad0vmc@r.postjobfree.com

+1-515-***-****

Offering over 35 years of experience in the IT industry; 20 years of experience in Lead, Supervisory or Management roles, and five years of leadership/management experience in the food service industry. Educational background in Computer Programming and a comprehensive background in Computer Operations, Tech Support, Customer Service and Networking. Strong ability to thoroughly research and analyze situations, propose creative solutions, develop good rapport and bring results with a win-win outcome. I have remarkable training ability, strong written and oral communication skills and excellent problem resolution ability.

Authorized to work in the US for any employer

Work Experience

Assistant General Manager (AGM)

Krispy Kreme - Clive, IA

October 2022 to Present

General management responsibilities include, but are not limited to: Opening store; counting safe, petty cash and cash drawers; entering DCB into computer each morning; making daily production plans; entering waste counts into computer system; mentoring, training; disciplining staff. Learning inventory counts and truck ordering. Conducting interviews, giving input into hiring staff, learning corporate Krispy Kreme strategies on how to get our store on track. Working closely with other General managers; delivering product to our Ankeny and Jordan Creek stores when necessary and other duties as assigned.

I am Serv-Safe Certified in Food Handling and Management. Owner-Operator

Suzie’s Sweet Treats, LLC - Des Moines, IA

January 2011 to Present

Owner/Baker/Caterer

Shift Supervisor

Wendy's - Waukee, IA

January 2020 to October 2022

Opening Shift Manager

Open Store, set up for breakfast shift, balance safe and registers, take deposit to bank, train staff, cook, clean, report any issues to management/corporate.

Set day-to-day operations schedule for team, etc.

Applications Analyst II -McKesson STAR Implementations and Support Team Mercy Medical Center (Catholic Health Initiatives) - Des Moines, IA January 2013 to December 2016

Working as an Applications Analyst on STAR Implementation Team and support team; primary function includes ensuring all current HealthQuest/Healthland reports are properly converted to McKesson STAR equivalent; training staff on new application; troubleshooting any issues around reports or other STAR processes. Writing training documentation; testing peripherals to ensure they properly print from the new applications. Filling out team onboarding forms; tracking Remedy tickets; support and on-call duties. I retired from this position on December 23, 2016. Manager Help Desk

ITS - Des Moines, IA

2008 to 2013

The basic function of the Help Desk Management job is to ensure great customer service is provided to all users who contact the Help Desk; meet with site leadership and management throughout the organization to gather facts and information which will ensure the analysts are equipped with the knowledge needed to perform their duties.

Work with Project Management to help transition responsibilities to the Help Desk which are currently being performed by other ITS teams; manage and discipline staff. Create guidelines for staff to follow. Responsible for Time and Attendance; training of business partners in the use of Remedy; go between for user community and ITS staff for troubleshooting issues. Strong written and oral communications are needed to meet with staff from CEOs to users.

Supervisor Operations

Mercy Medical Center - Des Moines, IA

2006 to 2008

The basic function of the Computer Operations Supervisor is to supervise the operational activities of the computer room and related areas. Coordinate activities with other sections of the Information Technology Services department. Ensure that equipment failures and preventive maintenance schedules are met. Oversee staff training, participate in performance reviews and disciplinary actions; provide educational opportunities and guidance, as well as monitor progress of mandatory education required by MMC, to ensure deadlines are met in a timely basis.

Coordinate activities with other sections of Information Technology Systems, Radiology, Lab and Clinics. Assure adequate supplies are maintained to provide the customer with quality printed reports. This includes customer forms, stock paper, printer consumables, storage tapes (3490 and 3590 cartridge tapes), office supplies, etc. Responsible for the operation of computer systems within the computer room including making sure preventative maintenance or problem repairs are done in a timely and correct manner while working with the hardware vendors. Provides support to computer operators on a 24 hour, 7 day a week basis via cell phone. Serves on and attends various departmental and organizational committees/meetings (i.e. Change Control and Disaster Recovery Planning). Lead Operator

Mercy Medical Center - Des Moines, IA

2004 to 2006

Lead Computer Operations on first and third shifts. Train personnel, run cycles, fix problems/abends. Work closely with vendors, and other IT areas to make sure jobs are run, printed delivered, etc. in a timely manner. Currently am a member of the Disaster Recovery Team for mainframe operations, attend Change Control meetings and do other primary functions of the job. Appointment Scheduler

IA Orthopaedic Center - Des Moines, IA

2003 to 2004

Scheduled Doctor appointments for patients at Iowa Orthopaedic Center. Opened office in the morning, delivered mail to various doctors' offices within Mercy Campus, transferred phone calls from patients to nursing staff, closed office at end of shift.

IT - Analyst

Principal Financial Group - Des Moines, IA

1996 to 2002

Set up and maintained electronic file transmissions. Automated several processes - including payroll and PFG stock options once they went public. Maintained, upgraded and installed file transmission data bases (Sterling Commerce Connect:Mailbox and Connect:Direct) wrote scripts for bulletin modems, manipulated multiple projects simultaneously in various stages completing them within promised time frames. Wrote JCL for jobs and did some programming. Installed Connect:Direct to Mainframe via SMPE. Trained new Team members and wrote training manual for team as well as worked with Technical Training team to put together the Network Administration College of Knowledge (NACK) for training of new hires. Worked closely with internal and external technical experts and vendors (AT&T, Sterling Commerce) to ensure transmissions were set up and running properly. IT - Computer / Lead Operator

Principal Financial Group - Des Moines, IA

1980 to 1995

Computer Operator Trainee to Lead Computer Operator - responsible for mainframe Operations, to include printing on Laser, impact and Microfiche printers, mounting tapes and fixing job abends. Lead team in Operations, trained team members and worked closely with management and technical support, documented processes, scheduled jobs.

Education

Computer Programming

Ankeny Campus

1978 to 1980

High school diploma or GED

Skills

• McKesson (10+ years)

• Help Desk (8 years)

• Disaster Recovery (10+ years)

• Active Directory (8 years)

• Network Administration (4 years)

• Software Troubleshooting (7 years)

• Microsoft Windows (10+ years)

• Technical Support (10+ years)

• Operating Systems (10+ years)

• Writing skills

• Communication skills (10+ years)

• Management

• Restaurant experience (5 years)

• Customer service (10+ years)

• Leadership (10+ years)

• Food handling (10+ years)

• Culinary experience

• System Administration

• Network Support

• Microsoft Windows Server

• LAN

Certifications and Licenses

ServSafe Manager

June 2021 to June 2026

ServSafe Certification for Food Handlers and Food Management. Driver's License

Groups

Better Business Bureau

November 2019 to November 2022

Suzie’s Sweet Treats is BBB Accredited since 11/2019

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