Karen M Togba

adyz5e@r.postjobfree.com

Raleigh, NC Tel: 919-***-****

Professional Summary:

• Diverse background with excellent written, verbal communication, administrative office skills and strong multicultural sensitivity.

• Detail and results oriented individual with a strong work ethic who has demonstrated excellence in customer service and excels at getting the job done.

• Utilize Active Directory for support and creation of user accounts.

• Excellent interpersonal, analytical, and problem-solving skills, while exhibiting the ability to exercise good judgment, with a strong focus on understanding the needs of the business and the client, in order to provide exceptional results with keen attention to detail. Certifications:

• Scrum Fundamentals Certified

• Career Readiness Certified

Technical Skills:

• Project Management

• Remedy Ticketing System

• ServiceNow Ticketing System

• Active Directory

• Online Editing

• Microsoft Office Suite

Education:

• Master’s in Business Administration – August 2009 Strayer University, Charlotte, NC

• Bachelor of Science in Speech Pathology/Audiology - May 2006 Shaw University Raleigh, NC Employment History:

Temporary Solutions (NC DHHS) October 2022 - Present Manual QA Tester

• Evaluate and test new application to verify that it functions according to specifications and standards that the company outlines

• Identifies, analyzes, and documents errors, questionable functions, and inconsistencies in software program functions, outputs, and content

• Recommends program improvements or revisions to developers

• Responds to inquiries from users and technical support regarding functions and operations of software programs

• Reviews and contributes to software program documentation ensuring completeness and accuracy The Select Group (US Dept. or Transportation), Remote May 2022 – October 2022 Service Desk Engineer I

• Was responsible for supporting the IT service desk of the Office of the Secretary of the US Department of Transportation

• Tracked completion of service requests using the Remedy Ticketing System

• Monitored ticket queues in the ACD Agent Module and assisting with computer requests in a break/fix environment

• Offered Desktop Support in areas such as PowerShell, Active Directory password resets, security and membership rights

• Researched Government Furnished Equipment (GFE) and managed asset tracking in compliance with DOT policy

• Provided end-user support via telephone calls and e-mails

• Provided detailed level answers on Windows & Office

• Maintained ownership of calls throughout the lifecycle of the user’s request to include following up with end user and escalation team.

• Worked with Remedy ticket entry system for call logs

• Researched customers’ concerns and found appropriate resolutions. IDC Technologies (NC DHHS/NC FAST), Durham, NC October 2018 - May 2019 County Support Liaison

• Provided on-site support for county department of social service NC FAST users

• Guided new users in correct navigation and submission of case data in the system.

• Used excellent written and verbal skills to effectively coach and communicate information and to escalate issues to management as they arose.

• Coordinated with other NC FAST business team and project team members to troubleshoot, replicate, and report errors and/or unexpected outcomes within the system.

• Served as an integral part of Readiness and Implementation Support initiatives to facilitate meetings, conferences, and other activities to advocate for and foster effective communication, and maintain communication with state and county staff to clarify statutory, policy and procedures concerns impacting or related to one or more program areas

Hewlett Packard Enterprise, Raleigh, NC December 2011 - Jun 2018 Tier I Helpdesk Lead

• Managed the daily operations of the technical helpdesk for the NC Medicaid Uniform Screening Program, including technical assistance to users of the application

• Conducted research, identified, and analyzed issues in the MUST application and other automated applications used, while serving as liaison between the providers and the IT development team

• Created and maintained case management records of daily problems and remedial actions taken, or installation activities

• Conducted NCID and NC MUST online trainings

• Developed, revised and maintained team desktop manuals

• Led team projects and reported status updates to management

• Managed large number of inbound and outbound calls

• Communicated directly with and assisted providers and facilities with online registration on the North Carolina Identity Management (NCID) website and NC MUST system

• Troubleshot and repaired network printers and general office postal machine

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