Amy D. Email & Phone Number

Atlanta, Ga, Us

Atlanta, Ga, Us

Atlanta, Georgia, United States

As phase one of an initiative for a newly created department, inventoried all training and documentation for existing applications and technologies. Designed, created, and maintained a centralized SharePoint site for comprehensive IT applications and technology training. This SharePoint site contained an overview of BrandSafway applications and technologies, as well as content-specific pages that included definitions, training and documentation, and FAQ’s. Ensured the hub was a user-friendly resource for accessing essential training materials.• Developed end-user-focused training documentation using tools like Camtasia, Snag-it, Visio, and MS Word to introduce Windows 11, Mobile Device Manager, and PrinterLogic, enabling users to easily learn and leverage new features to enhance their work processes.• Conducted virtual training sessions via Microsoft Teams, ensuring consistent knowledge transfer across all organizational levels.• Collaborated with Subject Matter Experts (SMEs) to understand learning requirements and the steps required to enable learning, leading to the creation of business requirement documents and supporting training.• Mentored and trained a new intern in content development, contributing to the growth and capability of the training team.

Kennesaw, Georgia, United States

Led a 7-person team responsible for the development and maintenance of SharePoint sites and K2 workflows. Scope of work included creation and delivery of IT training across multiple platforms and organizations.• Acted as the Business Analyst by creating business requirements for the creation and revision of K2 workflows, thus providing users with the ability to submit approval requests for computer equipment, software, PTO, Check requests etc.• Developed all training documentation for Microsoft Teams, Skype, and K2 using Microsoft Word and Camtasia, allowing users to understand and bridge the gap between old and new processes for conducting business.• Facilitated and managed the delivery of online training sessions via Microsoft Teams for over 9,000 global end users, focusing on Skype, Microsoft Teams and K2, and ensuring effective engagement and successful outcomes.

Waukesha, Wisconsin, United States

Led North American business analysts in supporting ERP systems on IBM i-Series and SQL, while managing SharePoint site development and workflow creation. • Provided leadership to North American business analysts supporting two enterprise resource planning applications (M3 and BAS) running on IBM - iSeries and SQL.• Developed and launched Brand Online communities, analogous to SharePoint sites, facilitating file sharing and access for end-users. Designed and implemented new Brand Online workflows to streamline the submission of administrative requests.• Created and delivered training on SharePoint to guide users in updating and adding web parts as part of the transition from Brand Online to SharePoint, enhancing their ability to manage and maintain content independently.

Waukesha, Wisconsin, United States

Managed global IT support for 8,100 end users across 330 locations in 30 countries, and 8 languages ensuring efficient service desk operations and support for key business functions. Led a team of 13 resolving over 50,000 tickets annually and implemented processes to standardize and improve global service desk experience.• Standardized processes for global service desk teams across five countries, improving end-user support and case resolution. Unified tools and real-time monitoring enhanced efficiency and enabled targeted coaching, leading to a significant boost in support quality.• Supported Infor M3 ERP and add-on modules including IPA, OutSystems, Learning Accelerator, and Manager, as well as in-house software; BAS, Job Costing, SafQuote, Safway Tracking Systems, and Microsoft Office Suite.

Waukesha, Wisconsin, United States

Reporting to the VP of IT, managed IT support for 3,500 employees across headquarters and 110 remote locations in the US and Canada, leading a team of 9 to resolve 30,000 tickets annually. Responsibilities included overseeing ERP support, ticketing system support, and managing annual hardware upgrades.• Selected and implemented a support ticketing system (Solarwinds) for tracking and prioritizing issues, enabling users to monitor ticket progress and providing management with insights on issue volume, facilitating informed decisions about staffing needs.• Developed comprehensive M3 ERP training documentation on PO and Maintenance processes using Infor’s Learning Accelerator thus saving the company approximately $50K. Successfully managed and executed a 5-day in-person PO training and a 2.5-day in-person Maintenance training, including all logistical planning such as location, food, and printing.

Mequon, Wisconsin, United States

Reporting to the CIO, oversaw all IT and telephony systems across multiple locations, managing a $775,000 annual IT budget, and providing 24/7 support to both domestic and international employees. • Developed and launched in-house training for Infor Syteline ERP, covering AR, AP, Quality, Shop Floor, Manufacturing, Production Control, and Customer Service, saving $75K in external training costs.• Translated business needs into technology requirements supporting business objectives and successfully managed projects through needs analysis and requirements, vendor selection, implementation, and training. • Established IT policies for employee use of company-owned equipment, including telephones, email, Internet, printers, and copiers, resulting in reduced personal use of resources and better adherence to work guidelines.

Mequon, Wisconsin, United States

Managed a 24/7 help desk team and oversaw critical telephony and IT systems upgrades. Developed and maintained workflows and documentation supporting ISO 9001 certification and related essential user training.• Upgraded the Nortel 11c phone system and implemented Optivity Telephony Manager (OTM) software, enabling the acquisition of new phones and enhanced technology.• Created and maintained paperless workflows to streamline company business processes, resulting in consistent submission requests, timely approvals, and easier tracking of request status.

Mequon, Wisconsin

• Set up and maintained user accounts and directories in Microsoft Exchange Server 2000/5.5 and Windows Server 2003/2000/NT environments using Active Directory.• Assisted end users with computer configurations, operating systems use and upgrades as well as application software installation and support.• Quoted, purchased and set up computers and software for all corporate departments.• Implemented document viewing software and scanned in over 8000 legacy and production prints and specifications.• Created and maintained the corporate intranet site.• Implemented and maintained Pro/Engineer, Pro/Intralink and Pro/Modelcheck

Mequon, Wisconsin

• Modeled parts in Pro/Engineer from sketches.• Created new parts, assemblies and drawings in Pro/Engineer and AutoCAD r14.• Designed test fixtures.• Wrote up and completed ECR and ECNs (engineering change requests and notices)• Evaluated and purchased a Xerox Document System (plotter, copier and scanner)

Sussex, Wisconsin, United States

• Modeled parts in Pro/Engineer from sketches. Created new parts, assemblies and drawings in Pro/Engineer and AutoCAD r14. Designed parts such as brackets and guards for SMC stackers.• Wrote up and completed ECRs. Worked with assemblers and other engineers to troubleshoot design problems and to update prints accordingly.• Created new part numbers and updated the manufacturing system

Waukesha, Wisconsin, United States

Brookfield, Wisconsin, United States

Brookfield, Wisconsin, United States

Brookfield, Wisconsin, United States

Bachelor Of Science - Bs, Information Technology

Associate'S Degree, Mechanical Engineering

Engineering