Annie Wilson Email & Phone Number

In this position I have managed multiple responsibilities throughout the organization, with the original mandate of my position focused on owning the entire set up lifecycle of shared space and collaborative meeting rooms.I have had the opportunity to act as an effective leader and drive success for projects, analyzing ongoing organizational pain points.

In this position I had the opportunity to direct all implementation responsibilities for Murphy Oil, completely owning lifecycle and project management for organization. This required me to fulfill expectations fitting a subject matter expert, partnering with personnel across various business units to train and problem solve for various IT projects.I had.

After advancing progressively through organization I transitioned from Technical Support to a Team Lead role, supplying clients across multiple industries with emergency support, managing hot fixes, and testing identified solutions before installing them as a regular release. Oversaw team of 5, delegating and ensuring adequate completion of assigned.

Served as test lead for SMART product drivers in Agile environment. Developed comprehensive test plans, test data, hardware matrix, and testing schedule; coordinated activities to validate functional requirements and usability performance. Reported bugs and issues to developers; tested and verified fixes.

Delivered Level 2 and 3 technical support to end users and resellers via phone, email, and chat. Responded to issues escalated from team leads and area managers. Identified and analyzed trouble ticket trends to identify improvements and simplify troubleshooting processes.

Implemented hardware and troubleshot / tested wireless radios, Cisco devices, and other network gear. Performed adds, changes, and disconnects of VLAN, Internet services, and DNS.

Provided phone-based and hands-on technical support and troubleshooting of wireless network errors. Coordinated with field service teams and provided technical support to restore or improve service. Escalated multi-customer or market outages to Tier 2 technicians.

-Monitored national network using HP Openview monitoring system-Utilized Navision system to open and prepare trouble tickets-Delegated trouble tickets to Tier 1 Technicians to start troubleshooting process-Escalated multi-customer or market outages to Tier 2 technicians-Documented responsibilities & processes of NOC Operator-Tracked Email abuse complaints&.

-Provided support to Order Management Group-Data-entered sales orders into Navision CRM System-Developed company wide Order Process document including service upgrade, customer network additions, renewal and credit check process-Coordinated upgrades, customer network additions and out orders nationwide with customers, network operations center as well as.

Education record

Project Managenent & PPM

It Project Management

Intro To Data Analytics

It Business Analyst

Itil - Foundation Level

Ab High School Diploma