Desktop Support Executive Assistant

Bonita Jones-Bey

MILTON, DE, ***** 301-***-**** *******@*****.***

Motivated, organized, individual seeking opportunities to grow in an innovative, dynamic organization, where I will utilize my strong positive work ethic as well as excel in technical expertise, all while providing customers with proficient service and excellent customer service. I am a fast-paced learner that’s detail orientated, energetic with leadership skills. My previous emergency medical experience has educated me to work efficiently, multi-task, and meet various deadlines in an intense work environment. Customer satisfaction is my priority, as well being an asset to whatever team I am a part of.

Technical Skills

Identity IQ Software Microsoft Visio Verizon Business Services

MS Office Suite Microsoft Project Management Red Hat Linux

SQL Database Racking Cisco Servers Windows XP, & Windows 7

Installing Fiber Optic Cable Help Desk Phone Support IQNavigator Time Keeping Software

Concur Expense Software EAS software DDPE Security Access Software

Quest Password Manager Access Data Bases Oracle PeopleSoft Financial Software

Unify Openscape BMC Remedy Software Service Operations Manager

COMMCareTANGOE Radianta Alert Manager USA Mobility Pager Systems

Windstream WebEx Software Comcast Teleworker Portal System

Education Master of Science Program in Information Assurance Digital Forensics

Capella University

Capella Tower, 225 South 6th St. Minn.MH

7-2017- 10-2019 (GPA 3.50)

Bachelor’s Degree in Cyber Security

ITT Technical Institute Owings Mills, MD

Outstanding Student Award (GPA 3.98)

Associates Degree in Computer Networking Science

ITT Technical Institute Owings Mills, MD

Salutatorian Honor (GPA 3.98)

Exceptional Attendance 2011-2015 Highest Honors 2011-2015

Technical Experience

11/2014-Present Telecommunications Engineering Specialist

Project Program Management Analyst

Executive Admin for Account Executive Team

NTT DATA

Telecom Billing Technician Task

Responsible for verifying and collecting payments of various account bills and services, using the Network Telecom Tangoe portal.

Parse and upload bills for payment while working with vendor account payable departments, as well as private doctor billing.

Using PeopleSoft Functional portal verifying payments and account cleanup.

Maintain USA Mobility pager devices, across hospital network. Monitoring service updates and network outages.

Single point on Call person, responsible for overnight and weekend coverage, dispensing and assigning service management tickets to various software and hardware and wireless teams.

Worked on various implementation projects providing and scheduling various types of support. Operated O365 command center front line customer facing, organizing and resolving issues during the rollout.

Operated TC51 command center, ensuring users receive proper access to system devices. Responsible to meet and maintain required SLA'

Attending vendor meetings and customer facing meetings to ensure customer requirements are being met and issues are heard. Maintaining project timeline

Telecom Software Technician Task

Provide Tier-1 and Tier-2 support of customer Service Requests and Incident troubleshooting and resolution. Manage Service Request and Incident tickets in ServiceNow (SOM), including regular updates to tickets per NTT DATA Change and Problem management processes.

Provide end user support 24x7x 365 and On-Call rotation for after hour support as assigned. Strong verbal and written communications.

Provides direct customer service through central help desk function to resolve request and incidents for phone display changes and password resets.

Responsible for phone programing software such as Expressions, Siemens OSCC manager and OSCC Client. Unify Openscape to address issues submitted in BMC Opas system PBX servers and Unify OpenScape 4K systems to create new phone lines, adding extensions of services in various areas across the network. Building multi line services for new clinic setups, expansions, or new emergency portable sites.

Identify and resolves network and telecommunication system malfunctions including connectivity and functionality for phone lines, or call forwarding issues.

Demonstrated leadership ability in addition to understanding of project management principles of timelines and milestones and having task completed.

Project Coordinator Tasks

Work directly with project managers, updating project documents, time detail for projects, timeline dates and milestones. Producing weekly hour review reports.

Develop and implement records management program for filing of contract documents when current systems are not in place.

Monitoring cost of purchased equipment shipping and receiving to project locations using various carriers

Generate Time Management report of hours worked by team members and PMs on each project to help control cost and time management of resources on projects. Presenting monthly discretionary hours report to leaders for review

Review forms and reports and confer with management and users about format, distribution, and purpose, and to identify problems and improvements Using computers and computer systems (including hardware and software)

Updating and recording milestones and lessons learned using Microsoft Project

Approve payroll hours and expenses for outside contractors assigned to various projects for the customer.

Security Systems Tasks

Dell Data Protection Encryption issues, by working with users, and the vendor to resolve encryption issues for removable media devices

Run data analyses reports daily on servers and workstations showing encryption software being installed.

Customer focused for resolving issues and providing services needed

Helping to meet Service Level Agreement requirements.

Working on active projects, by working in command centers, manning phones, doing tickets. Providing user with system access in remote locations or local facilities. Granting Active Directory access to clinicians and physicians

2/2014-11/2014 Windows 7 Migration Technician/ Business Solution Analyst

APEX System DELL / Med Star Migration Project/ Franklin Square Hospital

Migrate over 100 Desktops and laptops to Windows 7

Refreshed all of the old Lenovo systems to Dell Window7 systems

Backup and install new software on all systems migrated, (Dragon, scanners)

Install Dell encryption software on all systems migrated

Migrated 40 systems in Harry and Jeanette Weinberg Cancer Center

Migrated Systems in Healthcare for Homeless County Office

Transferred to DELL Data Center

Business Solution Analyst /DELL Account Executive

Executive Assistant setup management meetings and preparing VIP reports weekly and monthly. Facilitating Global meetings. Managing Calendars for Dell leaders and Customer executives.

Security Provisioning of projects for new pharmacy Pyxis system.

Working with security team on Spam email system.

Working with Project Mangers doing project status audits, running Burn reports, managing calendars, data collecting, receiving project equipment deliveries.

10/ 2013-12/2013

IMPPACT People Soft Desktop Support

TEK Systems

Med Star Medical Systems (Washington Hospital Center, Georgetown Medical Center,)

Command Center phone support during system conversion for 3 major departments.

Submitting trouble tickets to specialty support teams receiving 50 – 70 calls daily

Managing Issues for HR, Finance and Supply-Chain departments

Submitting security issue/Payroll issue tickets from several command centers

09/ 2013 -10/2013

06/ 2013-9/2013

10/2012-01/2013

Help Desktop Support

Apex Systems

GBMC Medical Center

Command Center phone support for the Heat Board users. Resolving password login issues.

Transfer trouble tickets to specialty support teams receiving 40 – 50 calls daily

Linking all call tickets with Lead calls system

Managing 3 systems, Lawson Records, Kronos Time keeping and At-Staff scheduling

Help Desktop Support

TEK Systems

Med Star Medical Systems (Washington Hospital Center, Georgetown Medical Center)

Command Center Phone Support to users requiring assistance with working with the

new interfaces, resolving issues with OPAS system and login issues, addressing over

30 calls per shift. Strong communication and interpersonal skills with a focus on excellent customer service

Resolve Provisioning issues, checking roles, organizational units, password resets.

Transfer/create troubles ticket to support teams, Hardware, Care-Net or Go-Live Foundations

Work closely with multiple clinicians, Physicians, Nurses, Radiology and others. .

Deployment Technician

CompuCom

PNC Bank Refresh Project

Convert Windows XP systems to Window 7 systems in 3 PNC Bank locations

Install Platform and Web stations in each of the locations

Installed 10-12 Bank Teller Systems, 3 Universal and 3 John Ryan PCs

Professional Organizations

Boys and Girls Club of America

National Technical Honor Society (2015)

National Black Data Processing Association (2012)

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