Active Directory Desktop Technician
Resume:
MELISSA HOGUE
**** * **** ** ****** City MO ***** 510-***-**** adnhez@r.postjobfree.com
●Summary
Results oriented leader who has excelled in team-building with proven project methodologies, developed as a Salesforce Administrator, Tech Support Specialist, Software Support Analyst, Technical Support Representative Tier 2, and Service Desk Support Analyst. Salesforce Administration Certified. CCENT and CCNA certified.
Technical expertise
Microsoft Office Suite, JIRA, Salesforce classic and lightening, Logmein123, Citrix, DBAS II, QuarkXPress, Adobe Illustrator, In Design, Acrobat, Photoshop, general PC hardware and software installation and troubleshooting, MSA, CMS, Outlook, TCP/IP Configuration, Front Page, SPICE, Confluence, TANDEM, RMS, Windows XP, Windows Vista, Windows 7, Windows 10, XCharge, FDMS, Paymentech, Global Payment platforms, ELIS, MyAccess, Workday, and Service Now
Experience
Epiq-Salesforce Administrator (Oct 2018-Current)
●Check and clean data in interval data tables
●Research and investigate data irregularities and anomalies
●Manage workload using 3rd party programs and spread sheets
●Provide management instructional documentation for future use
●Utilize Sandbox environment before implementations
●Troubleshoot technical issues with website via internal cases, calls, chat sessions, or meetings
●Work with team members to analyze business requirements, translate them into customized solutions using the Salesforce platform
●Implement Salesforce Solutions that adhere to platform best practices
●Maintain effective client relations and rapport
●Maintain and enhance workflows and functionality
●Implement conversion to Lightening and train others on the new platform
●Head a data cleanup team including tracking and training
●Perform ongoing customizations to product features and integrations with other operational system
Tools/Technologies used – Salesforce, Data Loader, VPN, Skype, Outlook, Microsoft Suite, Workday, and Service Now
Department of Homeland Security-Service Desk Support Analyst Lead (Jan 2018-Oct 2018)
●Manage incoming support inquiries via phone and email
●Troubleshoot browser issues on end user side
●Troubleshoot hardware and software issues
●Monitor, track and communicate resolution and recovery of incidents
●Train users on applications
●Review Salesforce tickets approve or reject, conduct morning reports to director,train employees on monitor capabilities in Salesforce
Tools/Technologies used – Salesforce, VPN, Skype, Outlook, Microsoft, Cisco IP Phone, ELIS, MyAccess, and Service Now
TouchNet-Global Payments – Software Support Analyst (April 2015-April 2017)
●Software installation, configuration and training on POS functionality
●Manage incoming support inquiries via phone and email
●Troubleshoot POS, software, payment gateway and various software and hardware related applications
●Troubleshoot payment industry hardware including pin pads, card readers and printers
●Train on TouchNet's Bill+Payment, PayPath, Marketplace, Payment Gateway, and Cashiering software
Tools/Technologies used – Salesforce, JIRA. Apache logs,TouchNet Applications, Outlook, Microsoft, Mac, Cisco IP Phone, Firewall requests, TCP/IP configuration, ERP, Oracle, ADP, WorkDay, and Global.
Open Edge-Global Payments – Technical Support Specialist (July2011-March 2015)
●Software installation, configuration and training on POS functionality
●Manage incoming support inquiries via phone, email, and web
●Troubleshoot POS, software, payment gateway and various other credit card processing applications.
●Troubleshoot payment industry hardware including pin pads, card readers and counter top terminals
●Troubleshoot payment industry methods of payment including credit card, check, gift, loyalty and Private Label
●Work efficiently and professionally with other departments and vendors Train Sales on equipment and software
●Research and Maintenance for POS and Payment Gateways Supported
●Deployment Rollover
●Process equipment orders as necessary and insure all orders are deployed accurately
Tools/Technologies used – Salesforce, FDPOS, LogMeIn123, Citrix, MSA, ERP, Oracle, CMS, Outlook, Microsoft, Mac, Cisco IP Phone, FD Terminals, Verifone Terminals, Hypercom terminals, TCP/IP configuration, Xcharge, Xweb, FirstData, Paymentech, Confluence, and Global.
NetOut - Desktop Technician (January 2010-July 2011)
●Purchase hardware and software
●Troubleshoot desktop issues as well as document procedure
●Replace hardware (hard drives, memory, etc.)
●Install operating systems manually
●Set up user profiles
●Create and maintain user instructional documentation for company’s self-help site
Tools/Technologies used –Active Directory, Windows XP, Windows Vista, Windows 7, Track - It
Sprint/TEKsystems - Technical Support Representative Tier II (September 2007-December 2009)
●Port numbers for cable companies such as Time Warner, Wide Open West and Mediacom
●Manage independent projects for Sprint, including CAPT Native Porting, SNC Mailbox, Migration from SOE to CAPT, and training COM in SOA
●Led troubleshooting for porting, LRN updates and corrections
●Resolved IV issues with Call Center environment
●Provide level 2 support for Care and Tier 1 representatives needing assistance with CDMA and IDEN wireless devices via chat and phone. Troubleshooting included resolving Voice and Data issues such as: Unable to make or receive calls, voicemail malfunctions, text messaging issues, web browsing, DC issues, account setup, provisioning errors.
●Train Tier 2 agents in a classroom setting as well as one on one.
●Develop training material, updated and corrected process documents, explained new processes and features when new devices supported by our team were launched.
Tools/Technologies used – Windows XP, Internet Explorer, SOE, Embark, DBAS II, Number Manager, SMG, CEAS, NETi, KMS, Excel, and Microsoft Outlook
Machine Laboratories/Strategic Staffing - Production Control Clerk (June 2007-September 2007)
●Daily entry and updates of production and inventory data
●Generate packing lists and daily shipping labels
●Deliver high level of accuracy while meeting deadlines
Tools/Technologies used – MRP, Global Shop, Access, Excel, and Microsoft Word
Pacific Pulmonary Services - Customer Service Representative (April 2006 – April 2007)
●Coordinate external vendors and staff to arrange oxygen delivery and support for traveling clients
●Administer, monitor, and complete customer reports
●Analyze patient difficulties and created instructions for safe use of oxygen tanks and concentrators
Tools/Technologies used – TIMMs, Pacific Pulmonary Services Intranet, CSR Dashboard, Windows 2000, and Microsoft Outlook
Education
William Penn University Oskaloosa, IA
BA in Communications Duel Emphasis on Journalism and Public Relations
Mission Valley ROP Newark, CA
Web and Graphic Design Courses
JC Tech Vocational School Olathe, KS
Graphic Communications Courses
Certifications:
CCENT
July 2017
CCNA
July 2017
Salesforce Administration
November 2020
Contact this candidate