Technical Support & Analytics Leader

JC

JACQUELINE C. SINGLETON

*********@*****.*** *14- 753-6992 Belleville, IL 62223

Dynamic and analytical professional with substantial experience in providing expert-level technical support and service, devising data-driven analytical solutions, troubleshooting issues, and delivering technical projects. Skilled in managing datasets as well as initiating and administering reporting/analytics applications. Success in creating and delivering robust processes/applications. Expertise in internal control/reporting, risk assessment and mitigation, as well as requirement gathering and analysis. Adept at providing technical support, and addressing software/networking issues. Technical Support

Training & Technology Updates

Software Documentation & Metrics

Security Administrator

Windows Migration

Training Materials

OS & Software Troubleshooting

Network Printer Support

Software Testing & Approval

Ordering & Purchasing

Inventory & Supply Chain

Asset Management

Hardware Repair

Data Migration

Requirements Gathering & Analysis

Software Testing

Office 365 suite

Dell

IBM

Lenovo

Apple

HP

Compaq

MS Office (2013 and 2016)

Office pro 64 bit

Windows - Win 7

Win 8

Win 8.1

Win 10

Software installs and testing

Pilot testing

IPhone – Android support and Deployment

TCP/IP – network troubleshooting and setup

VPN – configuration – Support

HP Printers

Lexmark

Xerox

Ricoh Repair

Setup

Configuration

Apple OSX / IOS instruction and setup

Ticketing – Remedy

Service now

Henkel St. Louis, MO

Service Delivery Analyst

01/2020 - Current

Use expert-level analytical and technical expertise to provide local service on-site and remote IT support for all IT Infrastructure components. Facilitate global and regional initiatives to install new technology in Henkel and third-party sites.

Steer significant efforts to streamline all aspects of 11 sites in St. Louis. Deliver technical assistance for efficient Henkel applications management. Monitor Service-Now tickets queue in line with service-level agreement. Strengthen professional relationships with service owners, customers, peers, and external providers.

Leveraged project management tools to lead complex projects worth Summary

Skills

Experience

$250,000 from conception through to completion.

Ensured continuous process and performance improvement by liaising with end users, IT functional leads, and management to raise user experience.

Chaired regular customer service review meetings to document output and progress of actions.

Organized training sessions for staff to increase knowledge/understanding. Conducted site visits to evaluate and summarize IT needs of site. Coordinated with all outside Vendors to purchase switches and servers. Nestle Purina Petcare St. Louis, MO

Technology Specialist

01/2005 - 12/2019

Oversaw technology asset management and provided technical support for 230 end-users, supplying, tracking, supporting, and maintaining all PC/LAN equipment and peripherals.

Troubleshot and resolved issues with computers, cell phones, printers, switches, and routers.

Ensured correct software configurations.

Monitored ticket queue every eight minutes, resulting in confirming timely ticket review.

Provided Office 365 suite support training to end-users. Provided outstanding customer service with focus on building client- friendly relationships.

Offered expert-level remote support to troubleshoot VPN issues efficiently. Communicated with clients for requirements gathering and analysis. Created and routed tickets for client support needs and requests to improve their experience.

Contributed to hardware and software setup, testing, approval, and support.

Managed all corporate mobile devices and accounts, including developing and implementing tracking reports for device inventory, data usage, and service contracts, configuring new devices, confirming corporate policy compliance, and troubleshooting issues on both Androids and iPhones. Led all aspects of organization's asset management, such as tracking all inventory, utilizing software to follow and chart lifecycle, logging all end-user equipment, and reporting on all licenses and software. Piloted Digital Bar program to provide a location and format in company lobby for explanations and discussions surrounding new software. Contributed to SQL server and database connections/patching for versions Database connection support.

Partnered across organization to address resolving technology issues and administered ITAM training methods.

Developed, coordinated, and tested all new processes relating to ITAM activities.

Resolved end-user technology issues with service vendors as well as updated end-users on progress and resolutions.

Purchased supplies and software/hardware licenses by researching and sourcing effective pricing in collaboration with compliance and eProcurement teams and vendors.

Maintained SAM processes, such as procurement integration and approvals.

Enhanced and instituted processes, policies, and regulations of business best practices.

Nestle Purina Petcare St. Louis, MO Spearheaded various information technology projects for timely Project Coordinator

01/2005 - 12/2019

completion.

Served as team lead to administer various project processes, such as directing workflow, assigning tasks, and prioritizing assignments. Communicated with stakeholders to acquire and define project requirements.

Liaised across departments to provide status reports and issue resolutions. Submitted incident and service request tickets along with follow up resolution for service now HP and remedy.

Deployed IT compliance standards to streamline technical project operations as per company policies and procedures. Delivered 24/7 help desk and onsite PC support on call support. Interacted with hardware vendors, including Dell and HP for repair coordination and parts.

Performed software testing for approvals.

Integrated and operated OneNote for Purina organization. Ensured smooth running of project operations by providing pro audio and video support.

Championed Windows 10/Office 2010 Software Upgrade Deployment Project, directing Windows 10 deployments for branches across the country and ensuring new software and equipment for all associates. Played key role in email migration project, advising on timelines, contacting branches to verify user information, replying to inquiries, and resolving issues.

Led all HP hardware as well as laptop/desktop hardware repair and maintenance for assigned team.

Identified issues and facilitated problem review sessions, allocating resources to provide solutions, escalating as necessary to avoid delays, and following up on action items.

Coordinated training sessions as required and updated new or revised processes and relevant information on SharePoint documents and reports. America Intercontinental University Atlanta, GA

Master of Business Administration

America Intercontinental University Atlanta, GA

Bachelor of Science in Business Management

https://www.linkedin.com/in/jacqueline-waters-relerford-4805478a/ Education

Websites, Portfolios, Profiles

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