Alisha Meloy Email and Phone Number

Successfully deployed Microsoft System Center Configuration Manager (SCCM) for device imaging needs and provided complex technical support for IT Technicians within the district using SCCM.Work closely with CESD Engineers to continue to roll out apps and manage district desktops/laptops. Coordinate technology based projects and staffing needs for hardware and software upgrades; upgraded all WAP’s in the High School, deployed 1:1 Chromebooks for Students, deployed Chromeboxes in each classroom along with new Epson projectors/new mounts and HDMI converters. Currently rolling out MFA tokens and managing communications/timelines for staff needs. Responsible for Sandy High IT inquiries via IIQ Helpdesk ticketing and inventory tracker; live chat, email, Zoom and in-person support making customer satisfaction a priority.Troubleshoot all school technology including xProtect camera software, Google Admin, Active Directory, Microsoft configuration manager, inTune services, Microsoft Azure, Apple iPad/Macbooks, Smartboard technology, Lenovo/Dell laptops, projectors, paging systems, HP Printers, App Support, etc. Evaluate and implement new technologies and assist with the development and success of business needs, projects and procurement to ensure that Technology infrastructure and systems are efficient, secure and stable.

Manage Apple devices (iPads, iMacs, MacBook Pro/Air) using the Mosyle Mobile Device Management software; fully implemented Mosyle from the ground up, provide employee training on MDM. Support all Student Chromebooks within a Shared environment using the Google Admin tool.Implemented SherpaDesk Help Desk software and continue to expand on its current capabilities; built out internal knowledge base, ticket priorities, tasks, locations, etc. to better support three sites. Develop internal Service Level Agreements to establish problem resolution expectations.Represent my District for Google Technical Collaborative events through Amplified IT; sharing best practices and deep dive training within G-Suite Google Console and shared Chromebook devices.Implement, support and troubleshoot the State-wide secure browser for all CAASPP testing needs.Provide hardware and software support for all Network Printers, AirTame app with Epson PowerLite Projectors, Apple TV’s, InFocus projectors and other AV needs for classrooms and large auditoriums. Guest speaker on NCS campus with topics including Digital Citizenship, Cyber Security and G-Suite.

I currently fulfill the Supervisor Support role to Contractor employees at the Store Support facility for Gap. We provide Gap Stores with the Information Technology support they need to run daily operations. Our Analyst provide both Tier 1 and Tier 2 Support to over 3500 stores including Gap, Old Navy, Banana Republic, Intermix and Athleta. My role is to continue to develop our Contractors into exceptional Analyst. I provide one-on-one coaching, feedback and I work closely with the Quality Assurance Department and Time Tracking to ensure our Analyst are on the best path of success. Here at Gap, we encourage the Growth Mindset and we work closely with each Analyst to ensure the Gap store locations are operational and happy with the services we provide. Successfully onboarded over 50 New Hire Contractors in 2017 and provide consistent steady state Management for a Team of over 50 IT Analysts focusing on Corporate Help Desk and Store Support. Steady state needs; provide performance feedback from Quality Assurance reviews, Management feedback, Project needs, training, work with departments on personnel problems and individual career counseling through the IT Gap journey. Develop and maintain statistical reports in Excel regarding individual and department performance, goal attainment, quality assurance and service levels; currently working towards NPS improvement.Participates in Employee Engagement and Retention evaluations to continue a Growth Mindset within the department; career development evaluations; consistent 1:1 feedback; group training and activity coordination including participating in training needs and evaluating personnel needs.Create and develop Onboarding/Steady State processes and documentation. Manage Clarity Payroll Time Sheets / Approvals and Staff Attendance (created reports in Excel to managed individual attendance occurrences and overall metrics. Update Policies and Documentation - edit internal Knowledge Base

•Provide Help Desk Support to Williams-Sonoma Staff; providing exceptional customer service.•Resolve Network Connectivity issues, PC/MAC/Thin Client Support, Terminal Server Support.•Expert knowledge in use of ServiceNow IT ticketing software, creating, managing and assigning tickets for a wide array of IT issues including Hardware/Software/Voice Support on both PC/Mac.•Troubleshoot and resolve Point of Sales issues working with the following tools; RDP, Bomgar, iAnywhere Afaria, Sharepoint, cmd line, putty, VNC, Athena, Active Directory, Outlook, Webinar support, Trimax, etc.•Specifically hired to support WS stores as they transition to the new chip and pin credit card Verifone Technology.

•Assisted in deployment of new IT ticketing software, TeamDynamix from Footprints. •Facilitated configuration, launch, training, training documentation and training modules and moved tickets from Footprints to TDx.•Monitored and tracked incoming calls/emails/IT Tickets for Quality Assurance purposes; created QA guidelines to ensure we were meeting CSU Standards and resolving issues quickly/efficiently. •Maintain/troubleshoot Computer Lab PC’s/Macs, printers and Accessibility Rooms/IT equipment.•Create weekly schedules for Staff, approving time off and covering shift needs in When I Work.•Manage all payroll responsibilities using PeopleSoft, including timesheet approval.•Manage all hiring processes of Student Staff including interviews, staff paperwork required by Human Resources; background check, account/systems/LDAP setup and manage scheduling availability within When I Work software. •Provide reviews and feedback to students throughout their employment. •Created a new process for semester reviews to share information with students on their progress, set goals and assist students in excelling within new roles.•Lead Back to School Meeting with ITSS Staff and Students; prepare/review agenda, creating talking points for staff, arrange all communication for the semester meetings.•Lead Student Staff weekly meetings; provide ongoing training and staff development, update staff on Department needs and changes.

•Supervise 30+ Customer Service Agents by providing performance feedback and QA results. •Assist with advance troubleshooting, incident categorization, and problem resolution including Wiki updates and Knowledge Base improvements, ‘Buganize’ various floor wide and customer incidents.•Attention to detail, consistent and accurate reporting of trends for efficient problem resolution for Google products (Chromebooks, Androids), applications, Google Services and Customer Support.•Coordinate implementation of new support procedures and floor wide policies for new Chico location.•Provide input and participate in the development and ongoing material for Training purposes.•Analyze Quality Assurance reports, assess CSAT results, listen to calls for customer service assessment needs, review tickets, emails, chat support and Hangouts Live Video Support; report trends back to Operations Managers and Agents. •Monitor Agent adherence and improve overall processes.•Approve ADP time cards/payroll, manage time off request, and manage rescheduling staff needs •Provide consistent, weekly feedback to Agents regarding Quality Assurance Score Cards and perform 360 review process on Agents, Supervisors and Operations Management.

Social Media Responsibilities:•Create, grow and develop all Social Media facets - Facebook/Monthly Email Newsblast/WordPress •Partnered with Web Services to design, develop and release the new College of Business Website: http://www.csuchico.edu/cob/•Website Updates using Cascade Website Content Management System •Implement and monitor comprehensive social media strategies and accounts.•Stays abreast of social media industry trends and tracks competitors’ social programs, and educates team members.•Photograph special events and upload pictures for internal and social marketing use.•Attend and share information from special events, trade-shows, conferences and meetings as needed.•Proficiency with Digital SLR camera equipment and Adobe Creative Suite 6 (Photoshop, InDesign, Illustrator, Premiere Pro), HTML. Office Administrator/Clerical Responsibilities:•Provide Administrative and Clerical support to the Dean’s Office; answer phones, maintain events calendar, make necessary meeting arrangements, screens calls and visitors, responds to complaints/requests, maintains office equipment inventory and purchases as necessary, compile budget data, composes routine correspondences, maintain petty cash needs and files.•Prepare purchase requisitions, track and reconcile purchases using Insight application.•Process Payroll in Peoplesoft for student payroll, train student employees in office dutiesand campus policy and procedures, prepare Student Employment Authorization forms, track student pay and support progress.•Manage Beta Gamma Sigma process including determining qualified students, reachingout to students, managing BGS payments, communicating with BGS staff, organized awards, keysand commencement tassels and coordinating the Honors and Awards ceremony.•Event planning and coordination; including drafting up itinerary, contacting vendors, arranging location, secure catering, setup, breakdown of event and event budget proposals.

Tier 1 IT Support Responsibilities:•Software Application Technical Service Support (Tier 1) via phone, chat and email to customers.•Provide 24/7 application support within the Network Operations Center, assist with patch installs/upgrades and new product releases. Requires advanced knowledge of applications and departments handling highly confidential data within a secure environment.•Manage perpetual monitoring tickets of software products and provide consistent client feedback.•Run database queries to test application procedures for high security companies including Bank of America, CitiGroup, Morgan Stanley, etc. •Heavily involved in the Technical Writing needs and Knowledge Base updates Event Planning Responsibilities:•Coordinate events requested by HP Operations Mgr onsite; manage facility reservations/catering needs, prepare all event correspondences, meet budget restrictions, manage event budgets and create team building opportunities.

Social Media Responsibilities:•Manage Facebook/Twitter/Email Newsblast/WordPress blog and site: https://sanramonfarmersmarket.wordpress.com/•Creates, manages and grows business presence across social media channels.•Implement and monitor comprehensive social media strategies and accounts.•Stays abreast of social media industry trends and tracks competitors’ social programs, and educates team members.•Photograph special events and upload pictures for internal and social marketing use.•Attend and share information from special events, trade-shows, conferences and meetings as needed.•Proficiency with Digital SLR camera equipment and Adobe Creative Suite 6 (Photoshop, InDesign, Illustrator, Premiere Pro), HTML. Farmers' Market Responsibilities:•Perform all Market Management duties for the San Ramon Farmers Market to organize events and the Saturday market by working closely with the City of San Ramon staff at Forest Home Farms Historic Park, market vendors, Whole Foods Market and the San Ramon Historic Foundation.•Handle all communication and management needs of the SRFM from the ground up.•Expand on my current writing and marketing skills by writing all social media verbiage, attend events in San Ramon to promote the market and network with small business owners. •Attend events in San Ramon to cross promote the farmers’ market and network with small business owners by being the face of the market and managing grass roots community efforts.•Developed, organized and supervised the Farmers’ Market operations, activities and programs for special events including Kid’s Day, Halloween on the Farm, cooking demos with local chefs and Health and Wellness Fairs.•Successfully moved the market to the new Bishop Ranch location and added the weekday market, tripling customer and vendor attendance.•Recruit, train, supervise and evaluate volunteer, community service and part-time staff.

Meet community members on a regular basis to develop stories and business relationships. Attend community events, local town meetings and other community highlights and write about events.

•Write daily articles for the sanramon.patch.com community website, About Town column.•Requires excellent organizational and editorial skills, research, write and edit all articles.•Meet community members on a regular basis to develop stories and business relationships.

•Provide local and remote desktop support for corporate headquarters and 14 satellite locations. •Assisted in Implementing a Help Desk Support Department and Data Recovery Center.•Provided end user support, installations and upgrades for various Software applications including Lotus Notes 6.5, LN8, and ACT for Notes, MS Office 2003, Hyperion, NxTrend SXE. •Trouble shot network connectivity, network printing and user access issues. •Built and maintained computer systems and performed memory upgrades. •Coordinated Electronic Recycling events for various RHFS locations.•Volunteered for department Internal Audits (ISO 9000) and Party Committee Lead Organizer.

•Performed desktop support to over 200 employees in person, by telephone, remote and email. •Trouble shot network connectivity, network printing, scanning and user access issues.•Worked closely with Management to build and deploy Blackberry’s, Palm devices, PC’s, laptops and thin clients for new and current employees and the companies Intel VOIP phone system. •Various Help Desk related duties in a Windows environment, Lotus Notes/QSI and Visual Manufacturing Administration. Created and maintained all user accounts, Software licensing purchases and documentation, Software installation and upgrades company wide.•Administrative Duties included creating department templates, PPT presentations, process improvements, weekly/daily reports, organize meetings using MS Outlook and MS Project, take meeting minutes, provided feedback, document process changes and Managed internal audits.•Coordinate with various vendors and contractors to develop and maintain Intranet/Extranet Websites, Intel Phone System upgrade and printer/scanner Hardware repairs and upgrades.•Planned, developed, and led interactive skill-building software and hardware training classes for clients and personnel. •Provided software training on an individual and small group basis within a classroom setting. •Lead Internal Auditor- ISO 9000 (2003’) Certified•Played a key role in ensuring a proficient workforce and significantly reducing system.

•Handle a broad scope of internal processes encompassing the daily management of billings, collections, reconciliation, general ledger and month-end-closings with a main focus on accounts receivable functions. •Primary liaison between management, staff, factoring company, suppliers, and customers. •Research, review and approve new and current customers for credit accounts. •Train and supervise staff members in areas of procedures, client relations and systems operations. •Address a complexity of issues requiring immediate attention and resolve. •Ensure systems integrity of mainframes through proper operations and troubleshooting.