Sharon (Sherry) Flood Houston Texas *****

Mobile: 281-***-****

E-mail: ady5u5@r.postjobfree.com

LinkedIn Profile: www.linkedin.com/in/sherryflood

SUMMARY

• Experienced IT professional with a strong background in technical support, project management, and system administration.

• Proven track record of exceptional performance and customer satisfaction as a Technical Support Advisor at Apple.

• Skilled in defining and improving business processes, providing IT services to businesses and individuals, and managing IT department operations.

• Proficient in various software, database management, and network administration.

• Possesses a comprehensive understanding of enterprise systems and the successful implementation of major IT initiatives.

TECHNICAL SKILLS

• Software: Dynamics, SAP, iCost/xCost, CCS, SQL Server

• Microsoft Office Suite: Advanced MS Access (queries, forms, reports, and code), MS Excel (pivot tables, macros, functions)

• Reporting: Crystal Reports, SQL Excel-Add-in, MS Access for custom report development

• ERP Systems: Exact Macola ES, eSynergy, Micro-Max MRP

• Web Development: Basic knowledge of HTML, Excel VBA, VB

• IT Infrastructure: Installation, configuration, and maintenance of Windows-based servers, routers, firewalls, desktops, laptops, thin clients, terminal services, RDP, IIS PROFESSIONAL EXPERIENCE

APPLE, INC. March 2013 -February 2023

Technical Support Advisor

• Technical Support Advisor at Apple, serving as the first line of support for consumers.

• Proficiently fulfilled various roles, including iOS Advisor, CPU Advisor, and Senior CPU Advisor.

• Consistently achieved top 5% advisor ranking since August 2014, reflecting exceptional performance and customer satisfaction.

• Dedicated to creating promoters out of customers by providing exemplary support and ensuring a positive experience.

• Collaborated effectively with team members while contributing significantly to the overall success of the support department.

INDEPENDENT IT CONSULTANT

March 2011 - March 2013

• Provided a broad range of IT products and services to businesses and individuals, with a primary focus on defining and improving business processes.

• Specialized in offering small office start-up services, which involved providing network-related hardware setup and configuration, selecting and installing accounting and productivity software, and developing and documenting efficient business processes.

• Demonstrated proficiency in setting up various communication systems, including phone systems, fax capabilities, mobile devices, and remote access to enhance office productivity.

• Expertly assisted with the selection, setup, and maintenance of office equipment such as printers and copiers.

• Created and implemented office policies, compensation and benefit plans, and conducted recruitment and training of qualified office personnel.

• Provided ongoing technical support to ensure smooth operations and seamless functioning of IT systems for clients.

TEXAS SYSTEMS & CONTROLS August 2004 - March 2011

IT Applications Support & Development, IT Manager

• Managed a team of IT department personnel, including Network Administrators, Application and Reports Developers, Phone System & Voicemail Administrators, and User Setup and Support specialists.

• Acted as the primary backup for all IT department personnel when necessary.

• Served as the IT Manager and acted as the main liaison between IT and all departments and levels of management within the organization.

• Led multiple major IT initiatives as the lead Project Manager, successfully defining, planning, and executing project objectives within proposed timelines and budgets.

• Successfully implemented the company's first enterprise software solution and handled three complete enterprise system implementations over 18+ years.

• Acted as a subject matter expert in data mining and translating business processes from legacy systems, supervising product development, testing, and deployment of custom integrated software solutions.

• Coordinated technical consultants working onsite and provided necessary resources for successful task or project execution.

• Developed and managed the annual IT departmental budget, with financial accountability for IT- related equipment, software, consulting, service, and repair purchases.

• Managed corporate cell phones, accounts, and policies, including the purchase, configuration, service, and maintenance of custody records for all cellular devices and user support.

• Provided consultation and escalated systems support to IT user setup and support personnel.

• Ensured integrity, security, roles, and access for all enterprise information systems.

• Conducted hands-on training and support for all users and systems throughout the organization.

• Administered SQL Server and Access database backup, maintenance plans, and disaster recovery processes.

• Developed and maintained custom reports and modified internally packaged reports using SQL views, stored procedures, MS Access, Crystal Reports, and other reporting tools.

• Participated in special activities such as audits and yearend financial activities, retrieving, reconciling, and analyzing data as required.

HEWLETT-PACKARD COMPANY September 2000 - June 2004 Business Planning Manager / Product Cost Manager

• Enhanced cost precision and predictability, resulting in elevated user confidence in corporate product cost data and enabling aggressive and effective business planning activities.

• Provided product cost support and financial analysis for various teams, including Pricing, Marketing, Lifecycle Management, Demand Planning, Finance, and Bid Support, for a range of products such as Personal Workstations, Commercial Desktops, Thin Clients, Displays, and Royalty maintenance for Microsoft products.

• Acted as the single point of contact for worldwide corporate and regional cost system inquiries.

• Ensured accuracy of monthly Worldwide (ESC) Standard Cost and Forward Cost data in the iCost, CCS, and xCost corporate costing systems.

• Reviewed, validated, and monitored data integrity input by various Manufacturing, Engineering, and Supply Chain support groups.

• Provided monthly PPV analysis for accounting and finance teams.

• Conducted root-cause analysis investigations for recurring cost issues, executed short-term system data corrections, and proposed process improvements for resolution and prevention.

• Collaborated with corporate iCost support and IT development teams, as well as third-party iCost product developers, on system issue identification, escalation, and resolution.

• Acted as a subject matter expert of corporate costing systems (iCost, xCost, and CCS).

• Regularly participated in and made contributions to project teams specifying, developing, and testing iCost, xCost, and CCS system product additions and functionality enhancements.

• Performed CCS commodity cost loading and RAS administration to support business requirements as needed.

TEXAS SYSTEMS & CONTROLS // TSCI CORP. January 1990 - August 2000 IT Coordinator/ Systems Specialist

• Managed the development of business processes, training, and support documentation for Enterprise System conversion, overseeing data conversion and leading efforts for two company- wide changes.

• Spearheaded the development and implementation of custom integrated MS Access database applications for an Engineer-To-Order manufacturing environment, optimizing planning, operations, and management tools.

• Conducted Network Administration, purchasing, set-up, and maintenance of personal systems, servers, and network printers, while ensuring corporate backups and disaster recovery plans were in place.

• Managed company-wide changes in Voice and Data systems with minimal disruptions.

• Conducted planning, process automation, systems integration, implementation, and training for various areas, including Sales, Marketing, Engineering Services, Finance/Accounting, Support Operations, Project Management, Production Planning, and Shop Floor Control.

• Created PC Support and Asset Management databases to improve visibility and efficiency.

• Held various additional roles, including Project Management, Purchasing, Sales Order Processing, Invoicing, Accounting (A/R, A/P, Costing, Revenue Recognition, Period Closing, and Financial Statements), Office Manager, Customer Service, Document Control, Engineering Coordinator, and Electrical Control Panel Design and Drafting using AutoCAD. EDUCATION AND TRAINING

Computerized Office Administration – Video Technical Institute Business; General Studies – Indiana University

Additional Training:

Facilitating Effective Meetings, Constructive Use of Differences (Meyers-Briggs), SAP 100 Basic

&Navigation, iCost Introduction, iCost What-If Modeling, CCS Write-Access User Training, xCost User Training, iCost SuperUser Boot Camp, Captura Inline Expenses, New Compaq Financials.

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