Tina R. Landrum

***** ******* ***., *. *********, OH 44112

Cell: 216-***-**** : ad3kmm@r.postjobfree.com

Career Overview

Industrious and driven Technical Analyst who has accomplished various roles in technical support, team building and facilitating. An effective communicator with an excellent blend of technology and business skills. A problem solver who overcomes obstacles and delivers results. Qualifications

Windows 10, 11

Microsoft 365

Microsoft SQL Server

Active Directory

UNIX

SAP R/3, Basic Purchasing

Heat Database 7.0

Stonefield Query

Desktop/Laptop Configuration & Imaging

Software Testing

Policy and Procedures Documentation

Education & Certificates

Baldwin-Wallace University – Berea, OH Present

• Bachelor of Science, expected May 2024

Major in Computer Information Systems

Concentration in Database Administration

Certification

• SAP: Basic Purchasing

Experience

Serco Inc. – Euclid, OH September, 2018 – Present

*Pension Benefit Guarantee Corporation Contract

Sr. Technical Support Specialist

• Developed new and maintain policies and procedure manual for all functional areas.

• Analyze data and identify opportunities to support reporting improvements.

• Train employees on new and updated policies and procedures to ensure consistency across the departments.

• Execute reports and queries as specified by PBGC to support the office processing activities.

• Onboard new hires into GetIt to ensure all appropriate software and hardware is requested.

• Process new employees, including on-boarding orientation and training.

• Install and configure software applications for end-users.

• Provide tier I/II support and maintenance to all LAN/WAN hardware and operating systems.

• Reimage Laptops and Desktops when necessary.

• Performed other related technical projects as needed. PNC Bank – Cleveland, OH January, 2011 – September, 2018 Help Desk Analyst II

• Log all Service Desk calls, emails, and voicemails into the ticketing tool for tracking purposes.

• Follow Standard Operating Procedures (SOP).

• Identify and escalate situations requiring urgent attention or expert knowledge to appropriate team members.

• Route problems, create, track and document resolutions in regard to all ticket request assignments.

• Stay current with system information, changes and updates by attending Service Desk weekly meetings.

• Provide exceptional customer service to the user community.

• Respond to incoming requests for assistance via calls, emails, or voicemails

• Work on supervisor-assigned projects when requested. Global Exchange Services – Brook Park, OH December, 2008 – February, 2009 Help Desk Analyst II (Contractor)

• Responsible for installing, configuring, testing, maintaining, monitoring and troubleshooting client servers workstations.

• Utilized Symantec Ghost 11.0 to deploy multiple images to desktops and laptops.

• Answered, evaluated and prioritized incoming calls, voice mails, e-mails, and in person requests for assistance from end-users with hardware, software, networking and other IT related technologies.

• Maintained hardware and software maintenance; windows updates and anti-virus scans. Cleveland Clinic Foundation – Cleveland, OH May, 2008 – August, 2008 Technical Support Specialist II (Contractor)

• Assisted with analyzing the operational support for MyTechReq and Heat Database systems within the organization; identified issues and appropriate course of action.

• Managed user accounts in Active Directory and Unix Platform (Creation, Deletion and Permissions Access.)

• Provided second-level support to end-users on a variety of technical issues; responded to telephone calls, emails and personnel requests in a timely and efficient manner.

• Maintained customer database to improve tracking, report and customer service.

• Prepared management report from Heat Database for tracking and benchmarking for Support Desk progress. Lamson & Sessions – Beachwood, OH December, 1990 – April, 2008

$561 million manufacturer of electrical products. Acquired by Thomas & Betts in November 2007. Sr. Heat Database Administrator (March 2004 – April 2008)

• Developed and tested Heat Database 7.0 for compatibilities running Windows XP.

• Successfully implemented and configured Heat Database 7.0.

• Maintained, analyzed and configured Heat Database to support the Help Desk Call Center.

• Evaluated and tested new features and its functionality within Heat Database.

• Provided second-level support to end-users regarding all software and hardware issues.

• Assisted with deploying and configuring desktops, laptops and PDA’s (blackberry) onsite and remote locations.

• Updated documentation on policies and procedures. PC Support Specialist II (March 2000 to March 2004)

• Trained and supervised Co-op students.

• Facilitated bi-weekly workshops on enhancing skill leverage in MS office applications, tutorial on mail merge, converting tables to graphs and macros MS Word.

• Responsible for installing, configuring, testing, maintaining, monitoring and troubleshooting client servers workstations.

• Answered, evaluated and prioritized incoming calls, voicemails, e-mails, and in-person requests for assistance from end-users experiencing problems with hardware, software, networking and other computer-related issues.

• Responsible for researching and selecting new Help desk tracking software including its installation and setup.

• Negotiated with vendors on computer equipment, lease, trade and maintenance agreements.

• Maintained inventory for all hardware and proprietary software products. Support Desk Analyst I (January 1996 to March 2000)

• Provided first-level support to end-users regarding all software and hardware issues.

• Supported all LAN based applications; Microsoft Office Pro, SAP, Clientele, and a magnitude of other network applications.

• Recorded all calls into Clientele database and forwarded to the appropriate individuals for immediate resolution.

• Trained and supervised Co-op students.

• Used MS Excel to prepare management reports for tracking and benchmarking practices.

• Generated purchase orders in SAP (Systems, Application and Products.)

• Prepared all invoices for computer equipment in SAP for payment processing

• Used MS Access to establish and maintain software & hardware inventory for asset tracking. Data Entry Operator (December 1990 to January 1996)

• Input purchase orders and vendor invoices into the accounts payable automated system.

• Recommend purchase orders that need to be finalized or closed to the supervisor.

• Reviewed all input batches to ensure accuracy.

• Assisted other clerks with processing backlogs.

• Performed related duties as required.

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