Shannon Glaze

Objective:

Seeking a position to utilize my written, oral, and technical skills and abilities in the industry that offers professional growth while being resourceful, innovative, and flexible, contributing my best towards the growth of the organization through commitment and smart work.

Work Experience

Sr. Systems Analyst (FULL TIME - HYBRID)

Distribution Cooperative Inc - McDonough, GA November 2022 to Present

The Senior Systems Analyst analyzes, designs, develops, and documents computer information systems, serves as project leader to guide systems through programming, testing, and implementation, investigates, and recommends software for purchase and provides support and leadership through implementation, provides ongoing support to users through maintenance and troubleshooting, and assists the IT team in planning and personnel training.

Troubleshoot system/network issues.

Implement and validate server equipment.

Perform examination and evaluation of current systems to identify requirements.

Perform backup and recovery on local servers.

DNS Implementation

Interface with users to track additional requirements and features.

Maintain up-to-date knowledge with current technologies and technical developments.

Maintaining and upgrading existing systems as required

Assist in the requirements gathering and process mapping for future upgrades to all systems.

Responsible for the review of business/functional requirement documents, develop technical design documents and reports.

Support the IT team in maintaining accurate records of all hardware and software, as well as develop and maintain documentation related to IT processes.

Identify ways to enhance performance management and operational reports related to new business implementation processes, including building, trouble shooting and scheduling reports through Cognos BI system.

Work with teams on system/process training sessions.

Front end EDI setup for new customers, ship to, and vendors. Work with 3rd party vendor as liaison for complete system setup.

Intermediate knowledge and support of 3rd party platforms used with Elite/customers.

Technical Support Specialist/Manual QA (FULL TIME 2 HOUR DRIVE EACH WAY)

Durham Geo Indicator (DGSI) - Tucker, GA December 2021 to November 2022

Provide training for data logger commissioning and usage, either remote or on-site

Created test for the assumptions through user research and testing.

Documented, reviewed, and ensured the quality of the product was suitable for the customer.

Gained an understanding of the customers’ needs to determine the present and future needs.

Provides field installation assistance for geotechnical instrumentation installations and assists customers in commissioning data logging systems.

Created and incorporated user stories for release planning.

Turned difficult technical concepts into relatable technical languages for customers

Provide support for Atlas Web Monitoring, including phone support and on-site or remote training

Design and write data logging programs for Campbell Scientific data logger systems

Provide technical support to our customers in setting up geotechnical and structural instrumentation, data loggers and our web-based data collection system

Manually test new Dataloggers as they are shipped in before being sold to the customers.

Prepare RMAs for customers for broken equipment or equipment that needs calibrated.

Perform repairs and calibrations on equipment as customers send in their RMAs. Setting up tablets from scratch to work with our applications

IT Support (CONTRACT)

Floor and Decor Atlanta, GA November 2021 to December 2021

This position allowed me to support the company with the enterprise-wide responsibilities for the IT service Desk support, network, administration support, IT hardware support, and Windows application support.

Handle incoming issues and requests to the Service Desk (help desk) via ticketing system, email, phone, and in person

Triages incoming support calls by asking proper questions to the end user, gathering enough detail to understand the priority of the issue and the impact to their organization

Troubleshooting basic Service Desk needs for our stores, distribution centers, and corporate offices

Record, respond to, and resolve all Service Desk inquiries in the ticketing system

Provide end users with timely updates regarding their issues and requests

Follow and document process flows for areas of responsibility

Provide end user support and training for access to company systems, networks, cell phone, Microsoft applications, voicemail, and hardware (computers, printers, paging systems, IP phones, etc.)

Provide maintenance to company IT assets (i.e. printers, PC’s, routers, etc.) through the issuance of trouble tickets to vendors, directing the end user through repairs, or personally completing the repair

Add, move, and change IT assets in the IT asset inventory database

Assist in management of servers and shared drives

Assist with new store setup and retrofits as required (including wiring, PC configuration, network, and phone configuration, etc.)

Complete configuration and setup of laptops, PC’s, cell phones, voice mail, and

IP phones. Includes restoration of PC’s impacted by virus and spyware intrusion.

Identifying and resolving issues with Office 365

Professional IT Trainer (CONTRACT)

Clayton Country Public Schools Atlanta, GA September 2020 to November 2021

As an Information technology trainer I was tasked with designing training courses with technical content through hands on practice, power points, and over the shoulder support as they went to different schools within the county to support teachers and administrators.

Prepare all training materials for courses, including PowerPoint presentations, skill exploration and exercises, and assessments.

Conduct training on site and via video conferencing.

Supervised the scheduling of training programs while remaining flexible to new training demands.

Implemented course progressions and programs for staff.

IT Application Support (FULL TIME – ENDED DUE TO COVID)

Building Systems Design Atlanta, GA September 2019 to March 2020

Tracked, logged, and responded to support tickets. Performed user account maintenance, managed incidents, and provided resolution for end-user’s technical challenges. Troubleshoot hardware/software issues.

Managing Servers

Ensured that complex defects and problems were resolved through production releases and upgrades.

Wrote and updated process support documentation.

Analyze and execute VMware performance tuning strategies

Analyze application data to assess performance and uncover problems.

Work in team environment to complete all testing activities according to schedule.

Coordinate resolutions with development team and project managers.

Complete root cause analysis of defects.

Perform Migration from Window 2000 environment to windows 2003 and Active Directory

Virtualization and virtual platform support for VMware

Active Directory administration, user account management

Managing Office 365 Identities and Requirement

Troubleshooting Windows Server

Managed Public Folders and customer accounts in Active Directory, System

Manager, Office Communicator

Office 365 on premise to cloud migration and configuration, Azure cloud Monitor data processing quality assurance and development activities Participated in daily weekly and bi-monthly status meetings.

Conducted user regression and other tests on products and components.

Opened and documented defect tickets

Installed and maintained, and updates desktop computers and networks

Technical Trainer/IT Analyst (CONTRACT)

Deloitte Atlanta, GA April 2017 to September 2019

Serve as a valuable resource responsible for providing customer service, issue identification, resolution or escalation for end users adopting to Georgia.

Gateway Integrated Eligibility System and associated business processes to manage eligibility for health and human services.

Active Directory deployment, administration, account management

Installation of software packages – MS Office Suite, SQL server

O365 Administrator

Provided second-level support for the upgrade to Windows

Extensive work within VMWare, Active Directory

Windows Server Deployments

Troubleshoot VMWare virtual machines

Deliver training of Georgia Gateway Integrated Eligibility System software training to State of Georgia

(Department Community of Health) employees in various

Georgia counties

Utilize a variety of instructional techniques and formats such as eLearning, virtual learning, simulations, videos, lectures, and hands-on guided practice in a computer lab setting.

Evaluate training effectiveness through surveys and trainees' performance via observation, assessments and/or classroom exercises and manage classroom behavior and logistics.

On-site / Go-live support to employees throughout the State of Georgia

Deploying post-training support materials and refresh training

Test and edit learning materials, participant guides, trainer guides and job aids based on the needs.

Ability to learn and understand expatriate processes and complexities of Georgia.

Gateway Integrated Eligibility System

Communicating and establish effective work relationships at all levels with clarity and precision, both written and verbal to training team, support partners, leadership team, trainees, project team, management, client stakeholders, and end-users

Facilitate Train the Trainer sessions for newly hired contract Deloitte Trainers and On-Site Support Specialist.

Facilitate 3and 7-day instructor-led training sessions in multiple delivery formats.

Ability to apply multiple training tools (participant guides, job aids, PPTs, demonstrations) to deliver training.

Lead and facilitate Benefit Mismatch Webinar Sessions for the entire State of

Georgia

Helped with overpayments and long-term care.

Experience in Eligibility and Enrollment for income and public Assistance

Customer Support/IT Analyst (CONTRACT)

ROUTEMATCH SOFTWARE Atlanta, GA November 2016 to April 2017

As a Customer Support Specialist, I provided technical support and customer service while leveraging strong communication and relationship building skills along with learning new technologies and becoming a master of the Transit Software Application.

Provide front line support to our end users of our software and hardware

Took ownership of issues and seek out resolution, sometimes working with other teams/departments.

Trained clients on features and uses of the software in response to reported issues

Leverage sales force, phone, email, and web-based support tools to communicate status and collaborate on solutions

Migrate Company’s AD and office to Azure and Office 365

Troubleshoot and diagnose various problems in SQL using queries

Worked in the backend to maintain client database while writing quires and updating tables.] Provided troubleshooting tips on Microsoft Office Suit to users that were not efficient in using Microsoft.

Assisted users in setting up emails using Windows 7,8, and 10.

Provided users with information on Microsoft updates while using the RouteMatch Application

Automated QA Analyst

BIOSCAPE DIGITAL Atlanta, GA February 2015 to October 2016

As a Quality Assurance Inspector, I managed the launch of our tablets. Making sure that hardware and software worked properly, as well as going through each tablet checking for minor and major errors that deal with software and hardware.

Designed test plans and defined cases for functional, integration system, and user acceptance testing.

Analyzed systems and security errors that are involved during the testing process

Determined testing requirements which involved positive and negative testing scenarios that generated reports for employees

Interacted with developers, system engineers, and testing teams to identify application defects

Prepared product for shipping after it has been tested

Inspected large shipments prior to filling to ensure quality product leaves facility

Interacted with customers and vendors consistently to maintain quality oriented customer satisfaction Performed root cause analysis and corrective actions working with production to achieve a 99% on time post-investigation delivery of product.

Primary trainer and onboarding lead for all new lab new hires

Coordinated and monitor the laboratory analysts' performance plans

Manage day-to-day functioning of the lab and team deliverables

Desktop Support Analyst (CONTRACT)

ROCK-TENN COMPANY Atlanta, GA February 2014 to June 2015

As a Desktop Support Analyst, I was responsible for delivering an outstanding service to both internal and external customers and resolving customers’ technology incidents and requests in a timely manner to comply with Service Level Agreements.

Document and clearly communicate technical solutions in a user-friendly professional manner and install, configure, and troubleshoot software packages, operating systems, and company-designed applications.

Work with other teams to ensure issues are completed in a timely manner

Maintain and troubleshoot devices and systems hardware and software

Install and configure computer hardware, software, systems, and networks

Plan and implement scheduled maintenance upgrades

Provide hands-on help at the desktop level

Respond to system failures

Repair equipment and replace parts

Travel to multiple office locations to support users

Document problems status and resolutions to maintain support history

Resolves application, hardware, and software problems to fulfill customer requests

Maintains awareness of service level agreement targets to help meet and exceed requirements

Administrative Clerk

GRADY HEALTH SYSTEM Atlanta, GA January 2007 to December 2009

Filed tax documents

Answered telephones

Sealed confidential checks for employees

Assisted Chief Finance Officer errands

Collect Financial data and analyze trends through Auditing

Software Engineer / Intern

Raytheon Huntsville, AL

Developed Java program for the Air Missile Defense Capability team to accept.pptx or .ppt files as input, extract information from attendance and agenda slides, and displayed attendance and agenda information in an Excel spreadsheet

Set up programming environment for the Train as you Fight Independent Research and Development

(IRAD) in preparation to translate a software program from Ada.

Programming Language to C++ Programming Language

Worked with the MD&SS Staff Lead, to create and modify Engineering Product

Integrity Center (EPIC) Records; Metric Reports were analyzed to gather information related to budget, time, and productivity metrics.

Participated in the MD&SS Acronym Extraction Six Sigma Project

Education

Bachelor of Science in Computer Science

Alabama A&M University Huntsville, AL December 2013

Skills

Database: MS SQL 2008/2012, Oracle

Experience with QA methodologies, Requirement analysis, writing test plans and test cases based on system requirements specification.

Good Troubleshooting skills for fixing the Virtual Center and VM

Troubleshooting AWS Servers

DNS Server configuration

IPV4 and IPV6 knowledge

Active Directory

Working in fast paced environments

Creating, Prioritizing, and accepting user stories

Communicating with technical teams’ members

Experience working tickets and communicating with customers in Zendesk and salesforce and Azure DevOps

Office 365

PLC Programming

Active Directory

Zendesk ticketing system

ATLAS

Microsoft Teams

VMware

Document management system

Azure

Experience with working in Azure DevOps in the development lifecycle.

Strong PeopleSoft reporting and PD Query Skills

Ability to communicate complex situations clearly.

Strong Analytical Skills.

Strong Technical Skills

Preparing technical reports.

Great Communication Skills

Customer Oriented

Strong Leadership Skills

Analyze and execute VMware performance tuning strategies.

C

C++

C#

JAVA

ACESS

BASIC

SQL

Python

Windows XP

Windows Vista

Windows 7/8

Linux

Microsoft Visual Studio

SQL Server Management Studio

Silk Test

Eclipse

NetBeans IDE 6.0.1

ServiceNow

Microsoft Office Suite

Microsoft Excel power BI

JIRA

Microsoft SCCM

Cisco

Software troubleshooting

Account management

Contact this candidate