CARMEN HOULAHAN

**** ***** **, ***** ******, IA *2404-7328

Phone: 319-***-****

Email: adltef@r.postjobfree.com

**/**** - **/**** **********, Interviewers, Except Eligibility and Loan US Census, Des Moine, IA

Hired for 2020 Census as an enumerator for Iowa. Interviewed Iowans for accurate complete 2020 population count. Traveled to various locations around Iowa and interviewed occupants of homes or multi unit buildings. If unable to locate resident or location found proxy for case. Involved utilizing search tools to uncover owners or managers of properties or unidentifiable locations. Extreme people person job - all personalities and conditions encountered with patience, positivity and accuracy. 11/2018 - 01/2020 Consultant - C3 Internet Sales and Service, Computer User Support Specialists

GODADDY, Cedar Rapids, IA

Provided international sales, support and consultation to businesses looking to establish, enhance and evolve their online presence. As a Customer Service Technical Support representative for the world leader in domain registration and hosting company I was a team member of a pilot program developed to establish standards for providing exceptional technical support for all internet connectivity issues. Extreme high volume inbound technical support for all issues related to domain registration, website creation, hosting, internet presence, positioning, security and all email needs. Provided accurate technical solutions or products to solve issues and/or educate customer in a time pressured environment measured by ability to meet or exceed goals/metrics related to speed/accuracy/fcr and absolute customer satisfaction. 03/2017 - 04/2017 Technical Support Associate, Customer Service Representatives ROBERT HALF, Cedar Rapids, IA

As a technical support associate I was part of a large inbound chat center that provided online technical support for Tax Act during height of tax season. Responsibilities included identity verification, password resets, account creation, prior tax season filing or retrieval issues, current tax season filing issues, form selection and verification of filing status. Provided support via multiple concurrent online chat sessions.

06/2012 - 06/2016 Contractor, Computer Operators

APEX, Marshalltown, IA

I was responsible for monitoring and resolving issues on a multi-platform/multi- vendor computer system to meet processing schedule deadlines. Troubleshooting responsibilities included initial analysis of hardware, systems software, WAN Communications and application program failures. Required working with support staff and vendor system engineers (IBM, Oracle, Cisco, etc) to resolve issues, correct job failures and restart failed job processes on an IBM mainframe. Responsibilities included: Providing tier 1 troubleshooting support for the Data Center facility, servers, hardware and monitoring systems. This position provided 24/7 - 365 support. Additional responsibilities included assisting with installs, auditing data center software and providing back-up support for the Data Center technicians.

01/2008 - 12/2011 Analyst Data Center Operations, Computer Systems Analysts Employment History

ACT Centers, Iowa City, IA

This position involved scheduling Oracle batch jobs and monitoring Production on a multi-platform system. Required troubleshooting skills to escalate and page appropriate personnel when failure conditions were observed. Worked with database administrators, system administrators and functional leads to report or assist with resolving failure conditions. This position involved basic and complex troubleshooting, diagnostic analysis and replication of technical problems with applications. Responsibilities included documenting problems and resolutions using the help desk software tool, performing "smoke tests" of rebuilt and/or refreshed production and support environments. During Monthly Maintenance windows, brought system up or down as needed, applied, tested and verified new configurations or changes took effect as anticipated. Position required on-call rotation to ensure 24/7/365 coverage. Responsible for providing as needed backup support for ACT Centers, Workkeys and Desktop Support.

01/1998 - 12/2006 System Analyst II, Software Quality Assurance Engineers and Testers SIEMENS HEALTH SOLUTIONS, Salt Lake City, UT

As Software Coordinator, I was responsible for the final usability testing and distribution of software written specifically for the IBM iSeries (AS/400) platform. Maintained administrator status of the testing machine and performed routine system maintenance and tasks as required, including profile updates, system restores and archives before and after testing a new application or hot fix. I worked closely with technical leaders in the MedSeries4 development facilities to resolve last-minute programming challenges related to successful installation and functionality after installation. Worked with programmers to streamline and automate the testing processes. Reviewed customer documentation for accuracy and ensured software install before its general release. Maintained complex database of releases, enhancements, fixes and changes to the MedSeries4 software suite. I was also responsible for all offsite escrow deposits and records regarding these deposits. As Document Control Administrator, ensured all documentation required during the development cycle of the MedSeries4 product line was accurate and followed the quality guidelines as set forth in Siemens corporate policies related to ISO certification. Trained and mentored the Quality Assurance Analysts who monitored individual development projects from planning phase to general release. As Distribution Coordinator, responsible for distribution of software to a customer base of 400 hospitals, many of whom required custom programming and fixes. Helped developed internal database that detailed customer system/application levels. Maintained corporate web sites from which hospitals downloaded required software and fixes. Also solely responsible for offsite DR storage of all software and documentation archives of all MedSerie4 products. As Computer Operator, performed system saves, restores, and monitored system usage for MedSeries4 RCO customers whose data resided on MedSeries4 servers. Assisted Operations team with troubleshooting hardware and/or system problems regarding connectivity related to Windows 2000, Windows 2003, and Windows NT servers. My responsibilities also included escalating system performance issues when necessary. Annually I assisted Operations team with the Vision Users conference tasks including setup of network at offsite conference location and configuring machines specifically for use at conference. As Help Desk Operator, my responsibilities included establishing remote connections via the AS/400 for developers and the MedSeries4 Support, Customization and Integration teams.

01/1998 - 01/1999 Payroll/Accounts Receivable Clerk, Bookkeeping, Accounting, and Auditing Clerks

SNOWBIRD SKI RESORT, Alta, UT

Processed bi-monthly payroll for large ski resort and also worked as AR clerk balancing daily cash receipts for hotels, restaurants, and ski packages. 01/1996 - 01/1998 Computer Operator, Computer Operators MCKESSON, Cedar Rapids, IA

Operated AS/400 with responsibilities that included powering system up, working with subsystem triggers, journals, receivers, and remote writers. Submitted jobs to batch received and released orders to warehouse, invoiced customers.

01/1994 Business Administration

Associate's Degree

Kirkwood Community College, Cedar Rapids, IA

Education History