Gretchen Sullivan

Cell: 440-***-****

*** *. ****** **** ******** Village, Oh 44143

Education

Auburn Career Center, High School Grad or Equivalent

Graduated: Yes

Kirtland, High School Grad or Equivalent, General

Graduated: Yes

CS Operations Analyst III

01/01/2001 – 12/02/2008

Client Services and Engineering:

The roles and responsibilities were changing and evolving in the course of 6 years to better suit the business and customer’s growth and demands in fast paced environment.

Configuration Management

In this position, the core job functions are

• To create, coordinate, and maintain quarterly project plans for all configurations owned;

• Evaluate, build, test, certify and implement new hardware configurations to support standard PC configurations

• Determine hardware and software requirements based on customer’s needs and demands;

• Create, write and update technical build procedures and documentations;

• Maintain the integrity of current configurations as new software and hardware entities were introduced;

• Identify and implement and document resolutions to complex PC issues in a structured manner

• Work closely with the Configuration Center, Project Managers, Application Managers, Application Owners, and other team members to effectively lead the development and testing of new and/or updated PC configurations

• Identify and implement building/testing process improvements, and help efforts to establish standards and best practices

Software Change Management

In this position, the core job functions areto include the previous role of Configuration Management, additionally supporting the Desktop Management project of Windows 2000 Migration:

• Review, edit and/or write software installation and testing instructions

• Manually install and test new/updated software requirements

• Research additional prerequisite software

• Qualify/deliver manually tested software and testing instructions directly to Radia technical staff for packaging.

• Update various team databases to report on the current status for assigned software applications.

• Take ownership of assigned software applications during the life-span of assigned software

• Single point of contact for Client/Server support personnel for assigned software to identify and implement and document resolutions to of any issues that may occur in a structured manner.

• Cross-train with Radia staff in packaging software applications via Radia software deployment tool to meet time-lines and customer expectations.

• Identify and implement testing process improvements, and help efforts to establish standards and best practices

Radia Administration

The core job functions are to include the previous role of Software Change Management, additionally:

• Manually install software and test installation instructions

• Create and update documentation

• Create automated software packages via Radia software deployment tool

• Regression test software package in QA test environment

• Regression test software against current versions for compatibility

• Create contingency plans

• Regression test for "un-install" issues

• Regression test for "repair"issues

• Review software packages via QA Review process with team peers

• Schedule application owner testing

• Coordinate/schedule pilots and rollouts

• Schedule risk assessments - when necessary

• Support Radia Infrastructure in monitoring and planning for recovery, capacity, and performance

Client Services and Engineering

In this position, the core job functions are to include the role of Radia Administration, and concurrently:

• Be responsible for the installation, customization and migration of complex software products and review the plans of others

• Meet with vertically aligned business groups to address their requirements - as necessary, and document meeting minutes.

• Communicate with customers throughout project scope to keep time-lines current.

Progressive INS, Mayfield Village, OH

08/01/1997 - 12/01/2001

System Software Programmer II

Provide administrative support company wide, Responsibilities Include:

Completion of various Notes requests, providing second and third level support for all

Notes Problems, Support installations and deployment of software. Monitor and control

All Organizer servers's and issues dealing w/the application. Client migration from R4.5

To R5, Testing of software and configurations, Knowledge w/IIS, provided troubleshooting db for System admins and end-users, Implement new DB's and support existing Notes DB's.

Developed a strong and positive rapport with all customers as well as a team player not

only for my group but others as well.

Completion of various classes, System AdminI and II, Basic Notes and Beyond Basic, Application development I, Notes Power user. Demonstrated a willingness to learn other areas and other functions to enhance my skills and further my career.

Progressive INS, Mayfield Village, OH

02/01/1995 - 08/01/1997

Claims Helpdesk

Provided Internal and external support for the claims environment, Responsibilities: Hot swaps of Pc's, maintaining and updating the claims DB's, Resolving Workbench, Pathways, Ram, CDW issues, Solving PacMan mainframe problems, installed various applications for claim rep's, Various Project Management tasks, Team Lead for PacMan training and monitoring all installations of Ram, Scheduled group to travel and train w/a

Claim rep in the field. Developed a strong and positive rapport with all customers, Completed classes for Workbench, CCC Pathways, PacMan, and Basic computer, various spreadsheets for Smartsuite products.

Training

RADIA

AmiPro Critical Skills

Civil Treatment Employees

ETG OE Focus Group

Notes

Notes for the Net (CBT)

Organizer Scheduler

Progressive Sys Data Overview

Project Management Workshop

SQL - Querying w/Transact SQL

Win NT - Core Technologies

Windows 2000 Professional

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