Constance Sullivan, ITIL

adt09w@r.postjobfree.com 973-***-**** T

ITIL Certified IT Asset Management Administrator professional with over 15 years of IT experience. Strong experience in both Hardware and Software assets and has communicated with vendors, procurement staff and internal departments to support purchase/ invoicing and license compliancy. Expertise in providing senior management custom reports via maintaining licenses, warranties and service levels agreements in the Altiris database for all hardware and software. Possess good knowledge of Crystal Reports.

Skills Summary

Proficiency with Microsoft Office Suite 2003/2007/2010, Windows XP, Vista, Windows7, excellent interpersonal skills, absolute discretion when dealing with confidential matters, and able to quickly learn new software packages. Advantage Procurement Portal/eVA/Ariba, Spend Management 8.2, Extensity 6.0, Banner 8, Tech Excel, Kronos Work Force T&A, Altiris Asset, Incident, and Change Management, Connectrix Manager 8.1, Cisco Device Manager 3.2 (3a), Cisco Fabric Manger 3.2 (3a), Timbuktu Pro 5.1, Navisphere Manager 6.24, Remedy 6.0, ECC 5.2.0.4.139, and Onaro 4.5. DMX 2000, DMX3, McData ED64, ED140, Brocade DF32, CPOE, Rumba 2000, TSO, Winzip 8.0, LDRPS 9.1, and Crystal Reporting.

Professional Experience

Rutgers University State of NJ May 2019 – Present

User Support Services Specialist / Service Desk Manager

Oversee the daily operation of the Help Desk and management of the ITSM tools.

Supervise student staff and provide 1st, 2nd, and 3rd level support to the RBS community.

Supervise the dispatched activities of support and enterprise teams.

Work with RBS-OTIS support teams to create a unified support environment for RBS.

Collaborate and coordinate to develop common recruiting, hiring, and training processes of UCS, student and part time workers for the RBS-OTIS.

Oversee the email and telephone support services, providing faculty and academic IT orientations, 1st, 2nd, and 3rd level answers to questions about hardware & software with more in-depth consultations to stakeholders requiring in-depth answers to their issues or training in classroom or lab environments.

Acquire/create quotes for new hardware as requested within RBS standard configuration models.

Create and maintain user and support staff documentation and ensure accurate review and submission of time reported hours for payroll.

Responsible for ensuring excellence in customer service and will follow up on feedback received through customer satisfaction survey for the Help Desk.

Atlantic Health Systems - At Home Medical March 2018 – May 2019

Customer Service Representative

Communicate with patients, physicians, discharge planner and other referral sources to obtain information necessary to process orders and re-orders.

Qualify patients for the equipment ordered based on the information received.

Obtain added documentation needed to qualify patients based on their insurance coverage.

Respond to client inquiries in a timely and professional manner.

Enter patient and order information in the computer system.

Print order tickets and other necessary forms for delivery.

Document all communications in the notes section of the computer system.

Facilitate communications with other departments to coordinate delivery and setup of equipment.

Advise patient/caregiver of insurance benefits and financial responsibility.

Follow-up on pending orders.

Communicate with referrals and patients about pending orders and offer alternatives.

All other duties as deemed necessary.

Exhibits good interpersonal skills and performs duties with sensitivity to patient’s needs.

Rutgers University State of NJ May 2015 – May 2019

Analyst IV

Provide excellent customer service and process all incoming requests for client projects as well as service delivery requests, then follow through on quoting, tracking and receipt.

Supervise temporary staff, assist in directing day to day operations, respond to customer requests and inquiries received via phone, fax and email.

Work with various business units to understand order requirements for IT software and hardware to ensure compliance with IT standards.

Ensure purchase orders have necessary approvals and are in accordance with authorization for expenditure guidelines.

Point of contact for technology vendor relations, participate in selection and implementation of vendor sourcing to ensure high quality product, service and delivery while ensuring competitive pricing.

Point of contact for problem resolution with consistent follow-up on all open issues.

Keep abreast of all pertinent federal, state and Rutgers’ security regulations, laws and policies as they presently exist and as they change or are modified.

Aesthetic Smiles of NJ May 2013 – April 2015

Patient Coordinator and Finance

Data entry for all patients via Paragon Eaglesoft software.

Set practice in state of readiness on a daily basis via power on and log into each front office desktop, check all voicemails, return telephone calls and update Eaglesoft calendar for all to view accurate data accordingly.

Acclimate all new patients with on boarding new patient procedures.

Desktop and application support, troubleshoot desktop, server and application errors.

Create, assign and follow-up on assigned tasks to various staff.

Administer daily, weekly, monthly, special project reports and databases to facilitate meeting each deadline for Office Manager and Doctors.

Scan various docs into patient smartdoc files for digital chartless viewing. Print prescriptions to avoid illegible medical data.

Provide excellent customer service support to alleviate conflict amongst patients and staff members.

SmartSource, Inc. March 2013 – May 2013

Migration Technician

Accurately perform desktop and printer inventory in preparation for new MFP installation.

Use Stores Tracker SharePoint site for check-in/check-out process. Update SharePoint to monitor store progress noting start time for each desktop and comments if incidents occurred.

Create USB Build Media utilizing command line interface (cmd) via format, drive mapping, and update commands.

Develop migration plan ensuring priority desktops were migrated before targeted deadline and 24x7 desktops were not migrated simultaneously resulting in zero downtown and constant workflow for the organization.

Utilize SCCM reporting to monitor the builds, determine progression stage/status or failure enabling quick troubleshooting efforts or if succeeded begin next desktop migration.

Work closely with customers to ensure desktop functionality and printer connectivity upon each desktop migration succeeding.

Replace failed CISCO switch on adhoc basis.

Virginia State University July 2010 – March 2013

Software & Information Technology Asset Manager

Effectively managed hardware and software assets. Communicated with vendors, procurement staff and internal departments, solicited written quotes, negotiated, reviewed and verified purchase orders, contracts, and invoices delivering cost savings by comparing type of license best suited for VSU while maintaining detailed documentation to support purchase/ invoicing and license compliancy. Determined the use of catalogue, VITA state contract or sole source vendors for IT purchases.

Provided senior management custom reports via maintaining licenses, warranties and service levels agreements in the Altiris database for all hardware and software.

Managed multiple related projects directed toward strategic business and other organizational objectives ensuring projects were completed on time and within budget. Build credibility, established rapport, and maintained communication with stakeholders at multiple levels, including those external to the organization to ensure procurement policies were followed. Monitored project activity and advised senior management of issues/concerns regarding project progression.

Change Management Administrator: evaluated, managed, denied or approved development, implementation, maintenance and enhancements to the environment.

Responsible for the recruiting, management and career development of staff, consultants, student workers and volunteers.

Issued, reviewed, approved or denied each IT purchase requisition to ensure equipment and/or software ordered was according to standard and compliancy.

Desktop and laptop setup. iPAD configuration, deployment, repair and replacement. Monitored, delivered, validated physical inventory to ensure accuracy, and submitted invoice processing requests authorizing vendor payments.

Interim Director of User Services

Developed, maintained, and enforced IT policies and procedures ensuring quality customer service and customer satisfaction. Provided delivery management ensuring end-user’s communication and computer equipment was organization standard and functioning properly to support staff job responsibilities.

Analyzed user needs and problems; translate into strategic and tactical work plans.

Managed, coached and supervised ten Technology Services User Services/Desktop Support Personnel, two volunteers and two student workers. Supervised staff performance, assignments, and schedules ensuring departmental coverage without affecting response time to faculty, staff, or students.

Facilitated Windows XP to Windows 7 upgrade via procuring quality vendor service to train and certify User Service staff members to enable project completion on time and within budget.

Managed PC refresh: 200 desktops, 250 laptops and 225 tablets and 300 iPADs deployment projects from vendor evaluation for purchase to deployment. Monitored ticketing queues to ensure prompt data entry, updates, escalation and/or resolution via TechExcel and Altiris Incident Management systems.

JP Morgan Chase June 1988 – Feb 2009

System Administrator

Successfully refreshed and refurbished legacy equipment.

Connected peripheral equipment to the network (printers) while ensuring high levels of data availability to avoid data loss.

Effectively completed user/system data migration to enable successful disaster recovery testing.

Installed local printer drivers.

Successfully completed EMC training to solely provision and decommission Storage Area Network (SAN) DMX and Clariion development, integration, and production servers for Bear Stearns on a weekly and adhoc basis achieving each service level agreement. Utilized Remedy AR System to open tickets specifying intricate details regarding all additions, updates, removals, and implementations into the SAN environment to comply with change management process and procedures.

Planned and sustained performance of the SAN storage environments across the organization while ensuring high levels of data availability to avoid financial loss.

Monitored and reported SAN storage network performance and assisted other teams in performance analysis which consistently met business level agreements.

Level three technical support resource in all cross team troubleshooting efforts which aided in eliminating infrastructure system failures and problems.

Consolidated Help Center (CHC) and Enterprise Alert Group (EAG) liaison for the storage team which quickened the escalation process while simultaneously diminishing the problem resolution time.

Storage representative for the CommandCenter meetings to obtain first-hand knowledge of new processes and procedures which ensured compliancy for the storage team.

Storage representative for the CTO project committee meetings which enabled foresight and budgeting with upcoming projects across all Silos that affected storage maintenance cost and/or storage personnel.

Education

Bachelor of Science, Computer Information Systems January 2006

college of st. elizabeth, morristown, nj

Associates of Science, Accounting May 1996

bronx community college, bronx, ny

Certifications

Certified for Excellence in Dedication & Achievement in Helping All Patients Receive Superior Health Care – July 2013

Customer Center Administration Certification – August 2012

Change Analyst Certification within ITIL – March 2012

SQL Certificate – January 2012

Information Technology Infrastructure Library (ITILv3) Certification – September 2011

Certified Software Manager (CSM): SIIA – May 2011

Advanced Software Manager (ASM) Certification: SIIA – May 2011

Dell Certified Systems Expert (DCSE) Certification: Kforce Technology Staff – March 2010

Microsoft Certified Technology Specialist (MCTS): Internetwork Learning Institute – October 2009

CompTIA Network+ Certification – August 2009

CompTIA A+ Certification Internetwork Learning Institute –July 2009

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