Customer Service It Support
Resume:
Rhonda Moan
Pittsburgh, PA 15202
********@*****.***
Solutions focused; team oriented professional with hands-on experience in information technologies information management. Experienced in customer and technical support for innovative solutions to improve productivity. A broad understanding of computer hardware and software that includes installation, management, troubleshooting, and support.
SKILLS
• IT
Processes
• Office
Management
• Computer Informatio
n Systems
• Confidentiali
ty
• IT Support
• Hardware
Support
• Training
• Software
Support
• Asset
Management
• Relationship building
• Customer Support
• Project Management
• Customer
Service
• Team
Support
SOFTWARE EXPERIENCE
• MS Project • MS SharePoint • MapPoint • QMF
• MS Word • MS PowerPoint • PeopleSoft • Sidekick
• MS Excel (Pivot Tables &
Vlookups)
• MS Visio • Abode Pro X • etrax
• MS Outlook • Lotus 1-2-3 • Oracle • Hyersnap 6
• MS SQL Server • Rocket Shuttle • Session 3720 • License HQ
• MS Access
• Iprocurement
• PeopleSoft
• Jira
• Coupa
• Google G Suite
• Flowcharter
• Dovetail
• WorkDirector
• Astea
• Teqtivity
• Document
Direct
• People Portal
• iPayables
• HP Asset
Management
• RX Home
• Workday
• Office 365
• ServiceNow
•
PROFESSIONAL EXPERIENCE
Crown Castle, Inc
2022 - 2024
Genuent IT Staffing Agency (Inspyr Solutions)
Washington, Pa
IT Asset Management Analyst
● Track and maintain physical assets by following established methods and using standardized software management tools
● Prepare and ship requested items to various off-site company locations
● Assist in recovery of outstanding assets
● Manage and maintain inventory for accurate reporting
● Prepare and contribute to asset recycling and donation effort
● Strong interpersonal and oral and written communication skills
● Excellent organization skills, including the ability to set priorities and meet deadlines
● Able to tactfully interface with employees and temporary workers across all lines of business
● Utilize Service Now for ticketing and inventory tracking Uber Corporation
Advanced Technology Group
2019 - 2021
IDC Technologies
Pittsburgh, PA
IT Technician - Supply Chain
• Procure and manage asset request through the Jira ticketing system.
• Analyze the IT assets and accessories consumption rate to manage minimum/maximum levels for Service Desk stock in collaboration with ITESC leadership
• Manage assets using Teqtivity by tracking the movement and storage of assets.
• Provisioning of assets using internal tools and utilizing the company standard security measures such as DEP, MDM and Encryption.
• Manage asset requirements for new hires as a part of the onboarding team.
• Processed all returned hardware prepared for redistribution, refurbishment, ewaste, and legal hold.
• Upload legal hold data to server, wipe data, reimage for redistribution.
• Retrieve assets through reverse logistics process by collecting assets from terminations, loaners, damaged, or upgrades.
Uber Driver
2013 – 2022
Pittsburgh, PA
• Maintained a safe driving experience for customers to various locations.
• Customer service focused by providing a pleasant trip and maintain a 4.90 rating.
• Completed over 1,827 successful rides.
• Managed maintenance and responsibilities of being a subcontractor. CVS Caremark
2018- 2019
Xsell Resources, Inc.
Wyncote, PA
IT Asset Management Analyst
• Maintained hardware and software inventory in HP Asset Management application according to procedures and operational controls.
• Support IT Asset Management team with the distribution of weekly and monthly metrics created in HP Asset Management application.
• Track and perform tasks to manage the status of distributed hardware assets for an accurate accounting of IT inventory.
• Create reports to manage asset data in order to maintain an accurate inventory account of hardware assets.
• Analyze both numeric and non-numeric data to identify trends, problems, and propose solutions.
• Write, maintain, and support a variety of reports or queries utilizing appropriate reporting tools.
• Support and participate in all projects as assigned.
• Review and audit data on a periodic basis and take actions to help ensure integrity in systems and processes.
Giant Eagle
2017-2018
Beacon Hill Associates
Pittsburgh, PA
IT Support Procurement Analyst
• Process PeopleSoft order for software renewals, corporate/retail hardware, IT projects/rollouts.
• Maintain incoming and outgoing IT hardware/software for corporate and retail stores.
• Staging configurable equipment for technicians.
• Manage and process software purchases and licensing.
• Manage and process IT hardware/software request through WorkDirector.
• Process technician ticket assignments through Astea.
• Process weekly report and invoice for store charges.
• Process purchase orders and invoices for orders/request for IT hardware/software.
• Work with vendors to obtain quotes for IT hardware/software purchases.
• Manage IT Procurement invoices and process vendor payments.
• Assist Project Managers on various IT Procurement and IT reporting requests. KraftHeinz Company
2016 - 2017
Kelly Temporary Services
Pittsburgh, PA
Global HR Project Team Member – Project Assignment
• Managed configuration of SharePoint for documentation upload for People Portal Implementation.
• Create, maintain, upload, and monitor documents to SharePoint for implementation of People Portal.
• Assign and maintain security on ticketing tool (Dovetail).
• Create and utilize reports from Workday and Dovetail.
• Managed access assignments and People Portal access using the Workday platform.
• Supported team using the Agile process for People Portal development. Accredo Specialty Pharmacy
2014 – 2016
Kelly Temporary Services
Pittsburgh, PA
Insurance Specialist – Project Assignment
• Evaluated and input patient medical and insurance data in to RX Home system for processing.
• Interacted with patient’s to expedite processing of prescriptions. Diebold, Inc.
2011 – 2014
Cranberry Township, PA
Administrative Assistant II
• Managed the Administrative Responsibilities for the state of Pennsylvania that involves four office locations.
• Compiled weekly call history reports through Query Management Facility (QMF) and Sidekick
• Maintained and recorded OSHA and etrax for work related injuries for staff
• Applied for Business Alarm and Contractor licenses in the HQ License software. Instructed other administrative personnel on using the licensing software.
• Managed Accounts Payable through Procurement. Established a “best practices” policy.
• Inventoried supplies and ordered equipment through IProcurement.
• Managed invoicing and payments through IProcurement.
• Produced monthly and weekly reports of tech productivity reports.
• Processed billed work purchase orders with regard to payment and distribution of funds using IProcurment system.
UPMC Health System, Pittsburgh, PA
1998 - 2010
Hillman Cancer Center - A division of UPMC Health System., Pittsburgh, PA 2006 - 2010
Administrative Coordinator
• Supported Director and the Associate Director with all administrative responsibilities.
• Provided IT support for CRS staff that includes computer and software purchase.
• Used IProcurment for supply and equipment purchases, and invoice payments.
• Formatted, edited, and typed reports utilizing Word, Excel, PowerPoint, Visio and SharePoint.
• Purchased and implemented hardware needs for the CRS department.
• Streamlined the workflow of over 100 employees, utilizing spreadsheets and system software.
• Developed and maintained time-off calendar for department that consisted of over 85 staff.
• Prepared and composed correspondence, memos, and documents for meetings and presentations; independently prepared appropriate follow-up in writing and collected pertinent materials for presentations and meetings.
• Managed and maintained the Director and Associate Director’s daily schedule and coordinated all travel needs, in addition to coordinating all meetings and meeting locations, on site and off site.
• Supported Human Resources on the recruitment and processing all incoming and outgoing staff.
• Functioned as a liaison between department managers and other departments
• Handled heavy workloads involving extensive contact with physicians, staff and network leadership.
St. Margaret School of Nursing, Pittsburgh, PA
2003 - 2006
A division of UPMC Health System.
Executive Secretary / Registrar
• Supported Director of the Registered Nursing Program with all administrative responsibilities.
• Provided IT support for instructors and students.
• Managed supplies and purchases through IProcurment
• Maintained and assisted instructors in development and creations of test and lectures and uploaded data for educational purposes.
• Assisted in the creation and maintenance of the alumni database created in Access.
• Set up, gave preadmission testing to applicants, reviewed results, reviewed the applicant’s file with them, and discussed their prospects.
• Managed the student permanent records, transcripts, and graduate permanent records.
• Directed and supported the receptionist for the RN and LPN program. Executive Secretary
1998-2003
A division of UPMC Health System.
Executive Secretary
• Provided administrative support to the Director of Contract Management.
• Supervised department payroll, which involved processing of time sheets.
• Assisted in the development of the department fiscal and capital budget.
• Operated as a liaison between internal departments as well as external insurance providers.
• Arranged various conferences with insurance providers and vendors and selected hospital department heads to keep UPMC hospital personnel up to date on insurance contract changes.
• Trained and supervised various temporary personnel and work-study students.
• Oversaw and collaborated with UPMC Information System department on staff computer upgrades, new
program installations, and training.
• Created and maintained contractual filing system.
• Created new provider contractual agreements for UPMC hospitals.
• Provided support for the finalizing of contract negotiations. EDUCATION
• Bachelor of Science in Information Systems
Strayer University, Warrendale, PA
Information Management
Honor Roll GPA 3.81/4.0
• Associate of Science (AS), Computer Information Technologies Community College of Allegheny County, Pittsburgh, PA
• Diploma in Secretarial Sciences
ICM School of Business, Pittsburgh, PA
Contact this candidate