Technical Support Data Entry

FREDRICK ALLEN

Memphis, Tennessee ***** 901-***-****

*********@*****.*** linkedin.com/in/fred-allen

SUMMARY

A dedicated and detail-oriented technical support professional with a demonstrated background in data entry, telecommunications, technical writing, change management, customer service, issue resolution, tracking, security, and maintaining regulatory compliance. Dedicated to customer satisfaction with a focused delivery of technical solutions. Proven leader in directing operations, maintenance, and support of complex systems. Established capabilities in leadership, cross-department collaboration, teamwork, client relations, communication, and organization. A forward-thinking and innovative producer who implements solutions to drive customer growth, improve customer retention, reconcile issues, and generate revenue.

EXPERIENCE

FEDEX SERVICES CORPORATION Memphis, Tennessee

Project Manager Analyst 2019-2025

Provided information and resources to change managers participating in federated change management model.

Trained users to become change managers.

Trained 60 new change managers for FY24 and 57 new changer managers for FY25.

Maintained and updated enterprise freeze peak calendar.

Offered support to departments throughout onboarding process.

Reviewed factors such as malware, open or close, response speed, user accounts, file system permissions, login station, time restrictions, logging of certain events, access privileges, and network security.

Created and updated sub-process narratives and CPDs, performed testing, completed TSD, and supplied necessary documentation for QSA and auditor.

Ensured workgroups under core operation’s director were abiding by both industry regulations and government legislation.

Assisted with change development story design and testing.

Supported and backed up change manager for mainframe CAB.

Served as change manager for network change advisory board.

FEDEX SERVICES CORPORATION Memphis, Tennessee

Technical Analyst 2018

Provided support by monitoring AWDP exceptions and tact queues.

Managed vendor work orders from start to completion.

Researched and resolved issues no clear answer present.

Added IP address assignment to network devices for FedEx locations.

FEDEX SERVICES CORPORATION Memphis, Tennessee

Technical Analyst, Change Manager 2014-2018

Provided user support and monitored Symphony Support Queue for user requests.

Attended weekly R2 meetings, change advisory board owner meetings, and PDSM status meetings.

Prepared change reports and metrics for ITWAR meeting.

ADDITIONAL EXPERIENCE

FEDEX SERVICES CORPORATION, Memphis, Tennessee, Technical Support Specialist, 2010-2014. Provided second-level technical support to internal customers. Analyzed and researched data for products and included methods to reduce call volume. Created and modified knowledge base articles. Researched and resolved point-of-sales issues escalated to DGO team members.

FEDEX SERVICES CORPORATION, Memphis, Tennessee, Computer Operator, 1998-2010

EDUCATION

ALABAMA STATE UNIVERSITY, Montgomery, Alabama

Bachelor of Science, Business Administration

CERTIFICATION

Dale Carnegie Training

PROFESSIONAL DEVELOPMENT

UNIX System Administration, ITIL 4 Foundation

TECHNICAL SKILLS

Microsoft Office 365 Unix Windows 10 JES2 JHS NetView MVS Operating System

HTML Xnet Request Nexus ServiceNow ITIL VersionOne Infoblox

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