IT Support & Analytics Professional

SOLON WINES MANNEY

Norwalk OH ***** 614-***-**** *******@*****.*** linkedin.com/in/solon-manney-847aa55a

SERVICE REPRESENTATIVE

Meticulous Service Representative with a rich history of successful IT support, customer service, and technical troubleshooting. Adept at transitioning legacy systems to cloud-based platforms, training teams, and resolving complex issues efficiently. Boasts a strong background in software support, network management, and data analysis. Brings a unique combination of technical expertise and clear communication skills to deliver exceptional user experiences and continuously enhance operational efficiency through thoughtful, cost-effective solutions.

CORE COMPETENCIES

Technical Support Troubleshooting Technical Writing Training Process Improvement

Data Analytics Prompt Engineering and AI

TECHNOLOGY

Excel SQL ServiceNow Hardware Software and Mobile Apps Azure Entra

PROFESSIONAL EXPERIENCE

Lincoln Financial Advisors 2004 –2025

Senior Service Rep, IT Support

Accurately document trouble calls in ServiceNow. Treat callers professionally, gently and courteously. Watch for trends and common problems.

Enforced company standards and educated users.

Coordinated with other departments to research solutions and resolve problems expeditiously.

Updated Knowledge Base (KB) articles for internal use to codify improved processes and document solutions.

Supported Windows, MS Office, common financial and custom-written software, both local and cloud-based.

Coordinated with other support structures within the organization to ensure information is being disseminated.

Monitored, trained, and acted as mentor to teammates.

Tested software before rollout and suggested improvements.

Maintained network wiring, troubleshoot, refresh equipment.

Managed leases, ordered and replaced equipment on schedule and maintained unit-wide surplus list.

MyCareRide LLC, Columbus OH 2018 – Present

Converted paper-based to cloud scheduling and record-keeping.

Wrote operational documentation for, and trained contractors and office personnel.

Troubleshooted mobile app problems.

Researched and recommended technological solutions.

Solon Wines Manney *****.******@***.*** Page Two

ADDITIONAL RELEVANT EXPERIENCE

Lisn, Inc. / Orius Corp., Amherst OH

IT Support

Managed workstations and matched user requirements to existing equipment during tight budget periods.

Trained and supported local and remote users. Documented procedures and wrote “how to” guides that enhanced security by ensuring company computers are spyware and virus free.

Administered network, troubleshooted problems, and performed backups.

Maintained JD Edwards database, ensured data integrity by mining and analyzing data using Crystal Reports.

Produced presentation quality reports for upper management planning meetings. Built ad hoc queries using SQL and Microsoft Access and Excel database tools.

Developed software and custom forms using Excel Visual Basic (VBA) Excel, write technical documentation and train users.

Wrote supporting code and designed forms for Excel-based installation specification writing tool used by detail engineers.

Detail Engineer

Assembled materials list and wrote installation specifications for telephone company central switching office jobs.

Updated telephone company central office (CO) records.

Coordinated timely completion and accuracy of jobs costing upwards of $100,000.

PG Photo and Computer,

Owner

Managed successful retail computer and consulting business.

Recommended cost-effective hardware and software solutions.

Repaired, tuned up and upgraded.

Wrote custom software, developed custom databases and spreadsheet solutions.

Produced camera-ready artwork and publications including websites.

Clevite Elastomers

Associate Product Development Engineer/Sr. Product Draftsman

Designed hydro-elastic rubber bushings, supervised initial testing.

Designed associated molds and brackets on UNIGRAPHICS CAD system.

Analyzed designs with ANSYS finite element program.

Wrote adjustable suspension computer program for customer, designed hardware.

Designed testing program and responsible for troubleshooting of initial production of Clevite’s new hydro-elastic engine mount.

EDUCATION

Bachelor of Science, BS, Mechanical Engineering

Cleveland State University

Google Data Analytics

Prompt Engineering

LANGUAGES

English French

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