10 Year Experienced IT Support
Resume:
Janet Morris
*********@*****.***
Objective
To provide outstanding assistance and become an invaluable asset in a corporation which has exceptional growth potential at both the corporate level and a personal level. In Addition I am willing to relocate.
Experience
2004-2008 Countrywide Home Loans Plano, TX
Messaging Administrator II/Team Lead of Level 3 Call Center and Desktop Support
Became a key team member and therefore was training, mentoring, developing, and providing technical guidance to staff, Level 1, Level 2, and desk-side support including supporting over 50,000 users.
Assisting with providing escalation procedures for Level 1 and Level 2 and Desk-side (field) support. All escalations for Lotus Notes Client stopped at my desk, the last stop prior to working with IBM.
Provided Desk-side (field) support for Workstation and Email Issues. Including traveling to different sites.
Working in a call center environment and utilizing Remedy call tracking software.
Monitoring for trends and discovery of root cause and reporting on all issues.
Assignments of tasks to team members.
“Go to” person if Management was not available or out of the office.
On Call 24/7 including weekends.
Creating a Repository of Information into Databases for Level 1 and Level 2 Support Staff.
Assisting Level 1 and 2 and Desktop Support with resolving any Messaging, Chat, Blackberry issues (which included diagnosis of Laptop/Workstation and Printer, Server and Network).
Maintenance and update to Notes Id’s and supporting any Email Client Side concerns.
Updating the updates to the names.nsf (administrator rights and designer rights and created agents).
Creating and developing and enhancement to Databases. Approx. 10 Years Experience creating and implementing lotus notes databases. Side Function of mine for business units.
Working on servers (stop routers, updall, fixup’s, compacts, stop processes, start processes) for mailfile data and maintenance.
Working with upper management and various departments in regards to special and sensitive issues (confidential and time sensitive information).
Testing upgrades of Messaging Software and Chat Software applications and testing Remedy application.
Any Outlook (BAC) vs Lotus Notes (CHL) concerns were addressed and coordinated by me, after implementation.
Working on various projects and managing those to completion.
Testing of stronger authentication on Internet and requesting of enhancements and working on project implementation.
Self enhancement of .NET application, online during spare time.
2004-2004 Countrywide Home Loans Plano, TX
Knowledge Administrator I
Became the key Knowledge Administrator and therefore was training, mentoring, developing, and providing technical guidance to staff.
Enter Knowledge Information into HTML files using Dream Weaver application.
HTML programming.
Providing desk-side (field) support.
Coordinate with Subject Matter Experts (SME).
Installation and Registry of .DLL files.
Administration of User Accounts.
Testing Service Ware application for ease of use.
Training users on how to utilize Service Ware Website and within Remedy application.
Performing scorecard measurement on Level 1 support staff.
2003-2004 Countrywide Home Loans Plano, TX
Supervisor SFA (Sales Force Automation) Application Support
Management Functions: Analyst Performance Reporting, Attendance, Call Quality, Remedy Reporting, SLA.
Ensuring quality customer service to all end users and measuring that success via call tracking and “kudos” and service level awards.
Providing active “hands-on” daily management. Working in a call center environment and utilizing Remedy call tracking software.
Monitoring for trends and discovery of root cause and reporting on all issues.
Providing support for Loan Magic and iOriginate and Advantedge (loan origination software) and providing desk-side (field) support.
Troubleshooting Microsoft Internet connections and settings on Workstations and Laptops.
Installing Java and other related files needed to run the applications.
Provide support for Laptop and Desktop machines.
Conducted a Lotus Notes Training course for Systems Analysts.
Created and Designed Lotus Notes Databases for Level 1 Support Staff.
Testing of Lotus Notes 6.0.
2003-2003 American Flood Research Plano, TX
Desktop Support
Providing Desk-side (field) support for all desktop/server concerns.
Installation of Patch Panels and running cables.
Configured Servers and Workstations. (utilized Ghost)
Installation of hard drives.
Applying batch files for automatic mapping of drives.
Project Implementation of unified login scripts.
Migration from 1995/1998 to Windows 2000.
Migration from Foxpro applications to .Net applications.
2001-2003 ExxonMobil/RCG IT Dallas, TX
Lotus Notes Technical Specialist
Phone and desk-side (field) support in a call center environment utilizing Remedy call tracking software.
Assisted with Lotus Notes database modification of views and categories (designer rights).
Research Knowledge Base articles of information and updated as needed.
Migration issues from Outlook and Lotus Notes 4.5 to Lotus Notes 5.0.
Concurrent Job Functions: Queue Monitor and Quality Assurance Control Monitor for Level 1 and Level 2 staff.
Promoted in less than one month from General Analyst Level 1 to Lotus Notes Technical Specialist Level 2.
1996-2001 Countrywide Home Loans Plano, TX
Systems Operations Team Manager
Created a department and managed a team in a call center environment utilizing Quintus call tracking software.
Providing active “hands-on” daily management (including hiring, training, mentoring, developing, annual evaluations, promotions, and providing technical guidance to staff).
Implemented a training course for new employees.
Created policies and procedures and creating policies and procedures for escalations for Level 1 support staff.
Ensuring quality customer service to all end users and measuring that success via call tracking and “kudos” and service level awards.
Monitoring for trends and discovery of root cause and reporting on all issues.
Requesting new employee setups and granting network administration (security) rights.
Managing and researching compliance related issues and state licenses. Working on Edge (loan origination) software.
Ensuring software and hardware functionality of new branches and relocating branches, on phone with technical desk-side support.
Testing of new software applications.
Problem coordinator for viruses and server/workstation concerns and application issues. Providing desk-side (field) support.
Assisted with highly sensitive projects and various other concerns.
Became a key member of the Technology Support Department, on call 24 x 7.
1996-2001 Countrywide Home Loans Plano, TX
Systems Operations Team Manager (Continued)
Concurrent Job Functions: Lotus Notes Analyst and Hardware Analyst.
Administrator of public groups.
Database modification of views and categories (designer rights).
Intermediary between Technology Support staff and Messaging Department, including providing desk-side (field) support.
Was trained in Hardware in one day and performed job function by memory and my notes, on phone with technicial desk-side support.
Modify Bios Settings and renamed workstations.
Re-Configured workstations and installation of new drives.
Aided in testing of Web Mail 5.0 and Sametime Applications.
Education
1991-1995 Oklahoma State University Stillwater, OK
Bachelor of Science in Business Administration, MIS.
Unix, SAS, Cobol were key areas of focus.
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