Customer Assistance Support Specialist
Resume:
Kimberley Gates
**** ********** **** *. *****, OR 97302
************@*****.***
OBJECTIVE
Seeking a high-level career that will allow me to fully utilize my communication, organizational, and problem- solving skills to enhance the community through public service. Oregon Youth Authority 2009 – Present, Currently an Information System Specialist 3
(Prior Positions with OYA ISS2, Executive Support Specialist, Office Manager) SKILLS
Secretarial/Clerical Support Experience
• Provide Technical and Informational support to the Oregon Youth Authority staff and Juvenile Justice Information System (JJIS) users, 14-year exp.
• Provide executive support to the Chief Information Officer of the Oregon Youth Authority and administrative support to the Information Systems Managers and staff, 1-year exp.
• Provide administrative support to the Training Director, 2-years exp.
• Assist the Statewide Facilities Manager with budget and report preparation, 6 months exp.
• Act as a communications liaison between OYA and other local and private agencies, 10 years exp. Customer Assistance
• Resolve complex customer inquiries through customer support for staff, volunteers, and stakeholders through phone, email, and in-person,
• Provide first-level contact and problem resolution for all OYA users with hardware, software, and applications problems. Perform analysis and troubleshooting to resolve problems with hardware and software on the phone, on-site (Central Support), or via PC-to-PC connection.
• Document requests for assistance and problems in the Service Desk tracking system. Forward problems in a timely manner to developers, implementation coordinators, and/or network administrators for resolution, and follow up with users regarding the resolution of the problem.
• Support through demonstrating the use of various computer software programs with staff as needed such as Skype for Business, JJIS, SharePoint, Adobe, and MS Office products.
• As the single Mobile Communications Plan Coordinator, I provide project administration support by managing equipment acquisition including set up, troubleshooting, educating employees on use features, managing communication bills, and tracking end-of-life equipment/replacement with the vendor. Solicit and negotiate contracts and options with mobile vendors. Procurement, Projects & Inventory
• Worked on the primary IT support model. The IT Support Model is work being performed on the Service Desk web portal which is a new application that will be introduced to all OYA staff. The work behind this project will include building a Service Catalog, to be organized by service categories and subcategories, building incident and request templates, implementing business rules within the templates, and assisting in establishing Service Level Agreements for the service categories. I perform application modifications, conduct research through developing Service Desk Plus and conduct needs assessments as well as create project documentation to include an implementation plan and user guides, all the while working with the vendor to achieve goals.
• The second project I helped with is the Mobile Device Management (MDM) software implementation. The MDM solution allows Information Services to better manage our mobile devices, starting with the setup and configuration of devices, managing data and security on the devices, and in the case of loss or theft, be able to remotely wipe the devices if not recovered. Additionally, this work includes a tie-in of the Apple Kimberley Gates
2109 Equestrian Loop S. Salem, OR 97302
************@*****.***
Deployment Program which allows OYA to remotely manage approved applications for mobile devices. I am responsible for implementing the Apple Deployment Program as well as assisting in setting up the Microsoft Intune application, which includes the project outline, providing customer assistance to all OYA mobile device users, and working with the vendor to develop and implement these products.
• Maintain Spots card with special limits up to $250,000.
• Create purchase orders (POs) through the State of Oregon ADPICS purchase program for the acquisition of goods and services. Develop and maintain billing and purchasing procedures to track receivables and expenditures and enter them into the Service Desk tracking system.
• Verify payment made with vendor’s accounts, utilizing contact with agency accounting unit as necessary.
• Verify receipt of items for visa and purchase orders.
• Serve as a communicator to members of the public, vendors, other state agencies, business partners, state officials, contracted staff, and OYA staff throughout the agency as needed.
• Prepare property for disposition by creating online Property Disposition Requests (PDRs) via the surplus property management system. Update inventory location to surplus and state surplus.
• Frequent contact with vendors to resolve purchasing needs or questions.
• Ensure purchasing rules are followed and are knowledgeable of state contracts with vendors, including knowledge of what must be purchased through said vendors.
• Ensure best purchase practices to safeguard the greatest use of taxpayers’ dollars. Office Management
• Assist in the implementation of new techniques, procedures, or systems for improvement; define and develop solutions or alternative methods for proceeding.
• Provide technical assistance in understanding and developing management objectives and controls for the resolution of issues and concerns.
• Create and maintain employee records, files, and processing of Human Resource forms in conjunction with the agency, DAS, and state-mandated rules and regulations (i.e. retention schedules, and state laws)
• Assist in the hiring process of staff such as scheduling interviews, creating interview panel folders, and scheduling panelists. Create paperwork packets and welcome packets for new hires and assists with new employee orientations.
• Coordinates with the Rules and Policy Coordinator and other staff in the development, revision, review, and production of forms used throughout the agency by staff, agency partners, and stakeholders.
• Facilitate meetings, assisting with minutes and action items for OYA and partner agencies. Requests and compile information and supporting data in preparation for meetings, work projects, and reports Coordinate/prepare materials for groups, staff, volunteers, and stakeholders. Computer/Software
• Adobe Products, HTML, ILearn, SharePoint, and Team Site (Webpage applications) 13 years exp.
• Office 365/MS Office Suites (Word, Excel, PowerPoint, Outlook, OneNote, Publisher, Access) 19 years exp.
• OTIS, JJIS, Passport, TOAD, Trackit, Business Objects, Service Desk Plus, Skype for Business 10 years exp.
• Active Directory, Exchange Management, DameWare, Remote Desktop Manger, ADManager Plus 9 years exp.
• Advanced knowledge of Windows XP, Windows 7, Windows 8, Windows 10, 19 years cumulative exp.
• Experienced with ITIL framework and IT service management (ITSM) directed by policies, organized and structured in processes and supporting procedures – that are utilized to design, plan, deliver, operate, and control information technology (IT) services offered to our customers.
• Experience Imaging computers, setting up work stations and connecting user hardware.
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