Ahmad Graham Email & Phone Number

Wilmington, De, Us

Wilmington, De, Us

Wilmington, De, Us

Engage with DuPont Legal, IT&P, Ethics & Compliance Central, and Vendors to plan, improve, execute and support Ethics & Compliance training and certification projects for employees globally.Role 1: Business AnalystAnalyze needs, limitations, capabilities, and risks to help build the project plan. Work with project manager, IT team, stakeholders, and vendor to execute planning activities. Lead team meetings, document processes, and communicate with leadership and coordinators about project updates.Role 2: System AdministratorBuild, maintain, and control access to training application and SharePoint team sites. Utilize new, improved or better-understood capabilities to improve processes. Collaborate with the vendor to test then implement changes and enhancements to platform and/or content.Role 3: Helpdesk Support LeadDuring training and certification campaign periods, train support team members, Ethics & Compliance members and coordinators in how to support end users and what support to expect from the support team through web meetings, documentations, presentations, and email templates (for common support issues). Monitor support issues through a shared mailbox and provided escalated support to the support team.Recent Significant Contributions:* Currently - Working on combining platforms of the Ethics & Compliance training and certification applications to reduce project costs and resource needs. Revising outdated data processes and practices to enable greater capability for the support team, reduction in profile duplications and mixups, and increased clarity of employee Business placement for responsible Business.* 2016 Ethics & Compliance training campaign - successfully revised support team and coordinator processes to require less coordinator and support team resources. Improved data processes for greater employee detail accuracy. Achieved the highest Ethics & Compliance training requirements completion rate in over 5 years.

Philadelphia, Pa, Us

* Helpdesk Analyst (Corporate Data Center, Division Support Center), (2009 to Current) * Handle technical troubleshooting and access administration through telephony, e-mail, live chat, ticket queues and remote desktop channels, with responsibility for documentation, escalation (if appropriate), resolution and closure of trouble tickets.* Helpdesk size of 30 agents with an average of 1,500 calls daily from Comcast and vendor end users.* Account Administrative Support Includes: Cable and CorpHQ Windows NT Domains; DST/Amdocs, AWD/Comtrac, ACSR/CSG and Grandslam billing systems; Minuteman, Doors, Entrust/VPN, and ATCLE* Troubleshooting Support Includes: Network connectivity for internal and external VPN users; Microsoft Internet Explorer, Outlook, Word and Excel up to v2007, Windows XP, and Office Communicator 2005.Selected Contributions:* On average handled 70 calls daily, roughly 5% of volume.* Member of a small team of analysts that provide ticket queue support for other Identity Management departments.* Exceeded issue-resolution targets consistently scoring between 80%-90% on monthly evaluations (outperforming average of 70%). * Hand-picked for various projects in recognition of ability to work diligently independently.

New York, Ny, Us

* Helpdesk Analyst (Global Support Desk), (2005 to 2009; Contractor from 2005 to 2006) * Level I Analyst; provided technical troubleshooting and account administration globally through telephony, live chat and remote desktop channels, with responsibility for documentation, resolution and routing of trouble tickets.* Level II Analyst; increased support scope through e-mail and ticket queue channels with complete LAN administrator privileges. Additional responsibilities included Helpdesk trouble ticket and LAN access request queue support.* Helpdesk size of 60 agents with an average of 2,500 calls daily from Chase and vendor end users.* Supported the install, configuration, and usage (mail/calendar/databases) of IBM Lotus Notes v6 mail client and Sametime instant messenger. Assigned application access through Novell and followed through with installation and license purchase (if applicable). Selected Contributions:* Developed and refined knowledge articles to assist with application troubleshooting and processes.* Exceeded issue-resolution targets consistently scoring between 85%-90% on monthly evaluations (outperforming average of 80%). * Assisted in new hire training and filled in for lead responsibilities.* Hand-picked for administration projects, follow through on escalation issues and meetings for feedback and ideas when implementing or enhancing support tools.

Schiphol, Nh, Nl

* Quality Control Lead, (2003 to 2005) * Managed the operation of Quality Control production to check the quality of repaired faulty digital cable transceivers. Sought training in all production positions to for better capability in insuring all production goals were accomplished.Selected Contributions:* Assisted in new hire training, developing and redefining processes and procedures.

Bachelor Of Science (Bs), Information Systems | It Project Management

High School Diploma, Information Systems And Services