YURIE A.G.E AMES

**** ******* **** ****, *********, Georgia, 30238, US • 678-***-**** • ad1mup@r.postjobfree.com Technical exceptional leadership using a broad understanding of business best practices, regulatory standards, and optimal control systems to help businesses grow and succeed.

Leadership

WMS

Ticketing Systems

Project Management

Validation

Mac

Google Drive

Cisco Catalyst Servers, Switches, Routers

Oracle

SQL Navigator

Qlik

Laserfiche

Loftware

RTCIS

Communications

Operational improvement

Relationship development

Regulatory compliance

Team building

Workflow Analysis

Data Mapping

Project organization

Team management

Problem resolution

MS Office

Predictive modeling

Gap analysis

Customer service

Operations analysis

Technical writing

Supervision

Business process mapping

Electrical Installations - Electrical Installation certification (Associate degree equivalent, 2yrs) - 1997 Community College Of The Cayman Islands

City & Guilds of London Institute

• Numeracy Stage 2 Math Written

• Numeracy Stage 4 Math

• Electronics Servicing Part 1

• Telecommunications Technicians Part 1

Pitman Examinations Institute

• Communications in Technical English

High School - 1994

John Gray High School - George Town, George Town

Professional Summary

Skills

Education

IT Business Intelligence Manager/BPO - April, 2021 to March, 2023 FedEx - Union City, GA

Responsible for the overall 3PL IT operations

Software implementation

Improved collaboration through partnership with business users and IT organizations Build and maintain SQL scripts and complex queries for data analysis and extraction. Collaborated with end user, business partners and engineering team to identify and analyzed BI information needs and opportunities for improved data management and delivery.

Talent acquisition, training and performance management. IT Leadership - Served as exclusive IT representative for our Client (Procter & Gamble) Mapped out current business and operational processes and made recommendations for how they could be improved. Used my problem-solving skills to analyze and resolve issues that were affecting business operations and achieving goals. Evaluated incidents and downtime trends to better understand competitive environments and assess current strategies. Systems Administrator III/BPO - May, 2019 to April, 2021 FedEx - Union City, GA

Business process owner for clients proprietary WMS system Created an in-house tracking and ticketing system

Evaluated, analyzed, and suggested software solutions that would be a good fit for the project's requirements. Made sure that issues were resolved quickly so that all project deliverables met key milestones set by stakeholders. Ensured compatibility with third-party software products by developing a program for modification and integration. Oversaw the progress of projects from production to post production, organizing and creating shooting schedules for the graphic design team. Was in charge of the interface.

Improved the supply chain's software, systems, database, and order processing reliability. Was an operating system expert who provided technical support to the entire company. Collaborated closely with other departments in order to gain a better understanding of product features and develop appropriate training materials.

Created industry best practices and standards by standardizing job tasks and training junior team members. Technical Solutions Business Analyst - October, 2017 to May, 2019 Georgia Department of Community Health - Atlanta, GA Develop Customer ServiceRequest (CSR) and participate in Change Control Board {CCB) processes.

·Managed any change requests related to the working project plans daily to meet the agreed deadlines.

·Analyzed both technical designs and specifications and communicate changes in functionality to business owner. Aided stakeholders in developing their business goals and objectives. for projects and Customer ServiceRequest (CSR). Consults with vendors and technical staff to ensure that functionality of automated system Is consistent which adherence to law, regulations and best practice standards by users.

Developed test plans, test cases, and associated test data needed to execute User Acceptance Testing. Created flowcharts and diagrams to describe and lay out logical operational steps. Worked with stakeholders one-on-one to improve operational specifications. Used troubleshooting to fix problems with systems and programs. Wrote documentation on technology implementation strategies and best practices to optimize spending and IT staff deployment. Work History

Business Support Analyst - June, 2017 to September, 2017 Georgia Department Of Corrections - Forsyth, GA

Used my problem-solving skills to analyze and resolve issues that have an impact on business operations and goal attainment. Perform complex administrative duties and statistical, financial, or operational data analysis and reporting in support of management decision making in functional area.

Identify trends, discrepancies, and variances to improve the efficiency and effectiveness of operations. Partner with other departments, divisions, outside agencies, and vendors and address business issues. Exercises various latitudes of independent judgment.

Administer and /or provide high level support for various projects, grants, contracts, implementation of procedures, and/or any specialized functions.

Prepare reports using Oracle, SQL Navigator or Qlik software of findings and analysis. Make recommendations to management for operational changes.

Monitors effectiveness of business operations, assesses quality of service and makes recommendations to improve operations. IT Systems Administrator - March, 2017 to June, 2017 Georgia Department of Public Health - Savannah, GA Manage and maintain 20+ mixed server environment

Evaluate, monitor and enhance IT infrastructure with an emphasis on availability, reliability, scalability, security, data confidentiality and system integrity.

Managed District’s physical and virtual Cisco UCM VMWare based servers. Deployed and managed Cisco Meraki Network Firewalls and Switches. Managed Active Directory, SCCM, Aided in Group Policy creation and execution. Provide technical support remotely and onsite for the entire Coastal Health District which included 8 counties and 500+ staff. Managed Projects and interacted with vendors.

nteracted with State Officials, District Management, Internal and External Customers. Designed, configured, and tests computer hardware, networking software and operating system software Administer Cisco Meraki, Bit Defender, and VMware & LanSweeper software. Advanced desk support

processing issues, as well as implemented solutions to improve company efficiency. Was in charge of data, operating systems, files, documents, and drivers, as well as troubleshooting, backing up, and restoring them. Evaluated, analyzed, and suggested software solutions that would be a good fit for the project's requirements. Kept track of everything.

Business Operations Generalist - Analyst - February, 2016 to February, 2017 Georgia Department of Community Health - Atlanta, GA Provide customer and technical support in the use of Automatic Data Processing (ADP) to over 750 state entities, including Board of Education and Library systems

Build, coordinate and facilitate user acceptance testing (UAT), to evaluate software functionality and accuracy of annual provider insurance rates. Translate customer business requirements into actionable plans that will be analyzed by the development staff to create system modifications Create, analyze, and validate detailed and functional specifications. Facilitate design sessions with the implementation team to define solutions Deliver elements of systems design, including data migration rules, business rules, or other detailed deliverables. Assist upper management with development of standards and procedures for the Administrative Solutions Unit Facilitate testing of system modifications as outline by upper management and Automatic Data Processing (ADP) Assist a team of 9 account representatives with resolution for simple to complex application concerns Architect UAT test plan

Research and analyzing system/user problems

Desktop Engineer - September, 2015 to January, 2016 Price Waterhouse Coopers - Tampa, FL

Final tier high volume Help Desk / Call Center environment for over 200K+ employees based in 157 countries.

End user support for migration from Lotus Notes to Google. Co-ordinate with vendor for hardware replacement

Working experience on Active Directory, Group Policy and DFS on End user prospect Disk encryption and recoveryExplained technical information to non-technical people in plain English to help them understand it better. Responded to end-user support requests and patiently guided people through basic troubleshooting tasks. Provided senior technical support to both in-house staff and user departments for all network applications. TBIN System Administrator - October, 2014 to June, 2015 2-1-1 Tampa Bay Cares - Clearwater, FL

Responsible for system upgrades, improvements and technical support for the TBIN network for Pinellas, Hillsborough and Pasco counties in the Tampa Bay FL demographic

Internal IT support for workstations hardware and software issues, Server and system upgrades and maintenance. End user support for various mobile devices i.e. iPad, iPhone, Mobile Hotspots. Administrate enterprise mobility management with AirWatch 8 Administrate helpdesk on Zendesk platform.

Assist with gathering information and building HIC, PIT & and monthly county report’s User profile management and creation, Google Business administration. Implemented and enforce office IT policies and procedures. Onboard/Off board employees or employees and volunteers Technical Customer Care SME/Team Lead - April, 2013 to October, 2014 Bright House Networks - St. Petersburg, FL

Final level end user technical support in a high-volume Call Centerenvironment, serving approximately 2.5 million videos, high-speed data, home security and automation and voice services subscribers Assist with the creation of wireless connectivity & networking material for knowledge base articles and training Assisted in the supervision of a team of 10+ Member. Preformed initial interviews for successful recruitment of new staff. Beta tested Net Cracker CRM billing software

SME / Facilitator for billing system conversion to CRM based (Net Cracker) system. Supported and followed up on internal & external technical post CRM conversion.Use sound judgment when issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction. Aided customers by carefully listening, identifying problems, and making recommendations based on my extensive product knowledge. Increased customer satisfaction ratings by providing valuable insights into customers' needs and expectations. General Manager - January, 2007 to April, 2013

Smoove Entertainment Llc. - Lehigh Acres, FL

Created effective business plans to ensure that strategic decisions were in line with long-term goals. Improved operational success by hiring the right people, providing excellent training, adhering to food safety and sanitation regulations, and providing prompt customer service.

Maintained project quality with a hands-on management style.

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