Active Directory Technical Account

Shavon Poellnitz

**********@*****.*** C: 214-***-**** 8613 N. MacArthur Blvd. Apt. 2014 Irving, TX 75063

Resource Management

Human Capital Customer Support

SUMMARY

Dynamic and accountable professional equipped with a wealth of experience in achieving success in resource management. Possessing a progressive aptitude for business process mapping, management, strategic planning, compliance, as well as development/implementation.

Adept at showing leadership within Fortune 200 organizations, while executing solutions that provide to promote exceptional customer support.

AREAS OF EXPERTISE

Customer Service, Resource Management, Performance Management, Retention, Human Resources, Global Operations, Account Management, Work Optimization, Content Creation, Compliance, Business Continuity, Organizational Development, Business Strategy, Operational Processes, Multi-Site Operations Management, Prospecting, Business Development, Driving Revenue, Engagement, Loyalty, Vendor Management/Negotiation, Relationship Management, Revenue Generation, Marketing

PROFESSIONAL EXPERIENCE

Cerner Kansas City, MO

Services Operations Manager I

07/2021 - present

Work with project leadership to understand project staffing requirements and manage attrition

Develop project staffing plans using project requirements and data

Recommend and communicate staffing assignments to associates, managers and project teams

Document and track all open and committed resource assignments

Report on key business metrics related to staffing and utilization

People Management responsibilities such as- identifying the right talent to achieve the desired results, promote and build a diverse and cohesive team to accomplish objectives and align associates’ skills to fill gaps

Cerner Kansas City, MO

Support Analyst (Part-time/ virtual)

11/2019 – 07/2021

Investigated and resolved routine problems received via phone, ticket, or other electronic means by gathering information, using troubleshooting tools, shadowing end users via Remote Desktop Protocol (RDP) and testing workflows internally and externally

Recognized when to escalate issues by using applicable monitoring and troubleshooting tools

Provided exceptional customer service in person, via phone and email, as appropriate

Documented investigation and issue resolution thoroughly and in a timely manner

Researched and use a knowledge base of information to quickly understand and diagnose issues

Adhered to policies and procedures including HIPAA, PECA, CHIA, and client notification requirements

Accountable Healthcare Staffing Irving, TX

Branch Manager

02/2018 – 10/2018

Managed day-to-day operations

Conducted strategic client business reviews including maintaining and managing staffing on-boarding and off-boarding following the client’s policy and guidelines

Strategically labored with managed service providers (MSP) to validate candidate credentials, employment, legal background, and health screens

Crafted and revamped policy and associated documentation with Regional Director and VP of recruitment including enforcing compliance with client workers policy

Promoted employee relations, development of an employee-oriented company culture that emphasizes quality and continuous improvement

Authored and/or developed individual branch budgets including reviewing ad hoc opportunities

Comprehensive Knowledge of workflow process for API healthcare contingent staffing software including Healthcare Vendor Management Systems such as: Shiftwise, Rightsourcing/Peoplefluent and Workforce 2.0

Hitachi Consulting Dallas, TX

Senior Resource Management Scheduler (Remote/Virtual)

11/2015- 02/2018

Monitored project budgets including updating billable and non-billable project assignment schedules of delivery resources/consultants in the company systems of record (i.e. Oracle) to forecast hours

Conducted and presented analysis to leadership of schedule-related trends and concerns when needed

Reconciled assignment conflicts for domestic and international staff

Maximized talent utilization by identifying opportunities to “right size” personnel based off staffing reports

Managed conflicts between staff budget projections and actual revenues

In-depth understanding of support metrics/KPIs

Reported HR management trends and challenges to the staffing plan

Accountable Healthcare Staffing Irving, TX

Coordinator

06/2014 – 11/2015

Crafted and posted open job/orders on popular job boards e.g. Indeed

Processed and credentialed candidates e.g. I9 forms/documents, rate sheets for candidates & other on-boarding documentation

Created short term employment contracts while ensuring compliance with company standards and procedures

Maintained schedules and client deadlines

Knowledge of workflow process for API healthcare contingent staffing software including Healthcare Vendor Management Systems such as: Shiftwise, Rightsourcing/Peoplefluent and WFX/Prolucent

Field requests from employees on clarifications related to payroll issues while executing payroll audits to ensure the accuracy of wages, deductions, bonuses and being proactive in correcting errors

Approved weekly and daily timesheets for reasonableness and compliance to pay polices

Manage routine associate situations

Processed payroll and created payroll reports/shifts that support special projects and management ad hoc inquires

JDA Technical Service Group Irving, TX

Resource Coordinator

09/2013 - 06/2014

Managed incoming requests from Microsoft Technical Account Managers (TAM) employing best practice principles and leveraged ad-hoc training opportunities as presented to better equip the TAM for the next request

Dispatched highly technical Premier Field Engineers to handle remote & onsite customer engagements while identifying complex problems and capturing the customer request in effort to independently develop, evaluate and implement the best solutions with available engineering resources

Coordinated multiple projects that involve proactive services, reactive technical support and critical situation crisis resolution while monitoring each step of the process for seamless execution for each Microsoft client

Leveraged coaching and soft skills to promote and implement changes to current practices and soft management conflicting customer/client objectives while negotiating with multiple account managers who are pulling from a limit talent pool

Executed problem solving and organizational skills to balance monthly average of 150 resource request for the Microsoft customer in North America, South and the Caribbean

Cosentry DBA Tier Point Bellevue, NE

Managed Service Operation Center Analyst

12/2011 - 08/2013

Received a recommendation by Senior Management to join a new department within Cosentry

Focused on internal resources for high dollar Clients while working with management to create new processes to handle critical priorities

Supported Fortune 500 customer and DOD Agency by providing IT helpdesk services from creating Pop3 accounts, Active Directory password resets & monitoring systems

Worked as part of the critical response team for major IT/Data Service Outages

Took request from end users, validated user's authenticity and determined level of authority of individual

Created traceable incidents against service request and dispatched/assigned to responsible internal/external servicing group while meeting SLAs

Easter Seals Southern California Los Angeles, CA

Administrator of Residential Services

12/2007 - 01/2009

Promoted from lead of residential service to Administrator

Certified Administrator of Residential Services by the State of California

Managed two residential homes for developmentally disabled adults

Implemented and ensured compliance with policies, procedures and regulations including Title 22 and Title 17

Tactically managed operational budgets in support of strategic plans to meet quarterly/annual goals

Interviewed/hired, trained, and evaluated staff including maintaining the master schedule to maintain 24-hour care for residents

Directly accountable for the management of client/staff supervision including the quality assurance of residential program

Developed team goals and manage them for results

Developed employees through coaching performance, completing performance reviews, goal setting and development planning

Agent for residents in their healthcare, wellness and business meetings including supporting their Individual Program Plan quarterly/ annual plus other administrative duties

EDUCATION

Bellevue University Bellevue, NE

BS in Management

Certification

Certified Scum Master Scrum Alliance June 2021 – June 2023

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