Anna Herhaus Email & Phone Number

Breckerfeld, NRW, DE

Velbert, North Rhine-Westphalia, Germany

Providing customer facing support by phone, email, in person, and through Microsoft Teams. 1st and 2nd level support and resolution for all IT devices and applications.-SAP Password Reset-Support for Microsoft Office 365 and Teams-Mobile Device Management-TopDesk Ticket System Administration-VPN Support and troubleshooting, Aruba VIA Client-Access Request.

Dimondale, Michigan, United States

Creation of New User accounts in KeylightManagement of User accounts in KeylightCreation of new System Security Plans in KeylightManagement of existing System Security Plans in KeylightCreation and management of POAM's and Risk Assessments in KeylightDevelopment and creation of Process Documents Development and creation of Training DocumentsCustomer.

Diamondale, MI

Managing processes related to SecurID Token, VPN Access for SOM Employees, Contractors, and VendorsUse of Applications including: Remedy, RSA, Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft PowerPointMaintain team SharePointManage team work schedules and vacation requestsApprove timesheets and payrollComplete one on one and team review.

Jackson, Michigan Area

- Design and testing of development for Knowledge Management customization in Service Now- Manage knowledge database in Right Answers- Manage knowledge databases in Service Now- Transition data from Right Answers to Service Now- Manage work queues for Knowledge Base Article management-Develop training program and materials for Knowledge Management-Train.

Battle Creek, MI

• Triage of Technical Problem tickets, basic technical problem resolution by phone and email
• ServiceNow and HP Service Manager
• Maintain online knowledge base
• Service Desk Newsletter Editor/Publisher
• Training of new hire employees
• Support Lotus Notes Client set up, support VPN sign on, support Microsoft Office

Portage, MI

• Repair of cellular phone handsets, triage of software related problems, research service related problems
• Planogram, Inventory management, Shipping / Receiving, Audit checklist, Compliance monitoring, weekly serialized and monthly non-serialized inventory scan
• Best practices, Process Improvements, Procedures and work instructions, Training and onboarding new employees, ongoing training of employees
• Phone, customer billing and account questions, Accessory sales, Payments, Account maintenanceWeekly reporting and researchDaily Closing folder audit, monthly store self audit

Portage, MI

• Repair of cellular phone handsets, triage of software related problems, research service related problems
• Planogram, Inventory management, Shipping and Receiving
• Assist with audit checklist and compliance and other duties as assigned
• Assist with training of new employees
• Assist with process improvements
• Answer phone, assist customers with billing and account questions, accessory sales

Portage, MI

• Used several different computer applications to assist customers with finding the proper handset and phone plan for their needs, assisted with basic triage of phone repair issues.
• Answered billing and account questions and performed account maintenance.
• Greeted customers, answered phones, sales of phone handsets, accessories, and rate plans
• Assisted with audit checklist and other duties as assigned

Ba, Communications

Activities and Societies: Alpha Phi Omega, Women's Chorus, Concert Choir, Collegiate SingersAlpha Phi Omega

Associate Of Arts And Sciences (A.A.S.), Business Administration And Management, General

Certificate, International Studies

Activities and Societies: Phi Theta Kappa, Choir

A.A, General Studies

Activities and Societies: Phi Theta Kappa, Choir

High School Diploma, General Education

Activities and Societies: National Honor Society, Spanish Honor Society, Quill and Scroll, SADD, Thespian Society, Choir, Yearbook, FCA.