April Peters Email & Phone Number

* Provisioned access for users to 87 different systems including network (Windows NT), Kerberos, UNIX, SAP, remote access (VPN), databases, Salesforce.com, DART, and Hyperion.* Performed cleanup on thousands of pieces of unaffiliated data, then created, tested, and implemented audits which supported the Sarbanes-Oxley (SOX) and PCI audit requirements.* Provided incident management to various problems on the network delivering quick and efficient response and documentation.* Managed conflict when dealing with escalated situations in a calm and efficient manner, defusing irate individuals.* Wrote documentation for business rules, procedures, system manuals, training documents, and presentations.* Extensively trained co-workers and new team members in person as well as providing virtual training to offshore associates in India, ensuring consistency in service.* Identified procedural and system problems, developed new streamlined processes, and documented the modified procedures.* Created and streamlined a provisioning process that allowed all sales team accesses to be available on the first day of employment.* Collaborated with Human Resources and Enterprise Services to locate and troubleshoot issues with the on-boarding process.* Delivered data cleanup of the cross divisional identification system, resolving multiple access issues with over 1200 European employees.* Point of contact for the Australian site building a closer working relationship and providing immediate assistance on diverse business issues.

* Monitored and provided quick resolution to problems occurring on America Online network and the customer support tools used by the member services organization.* Designed, tested and implemented a system which resolved network communication issues between the customer service tools and the remote call center locations.* Organized, documented and supported multiple incidents preventing the loss of thousands of dollars in downtime and lowered customer satisfaction.* Provided training for team members on the various processes supporting the MSNOC operations, enabling full productivity and minimal downtime.* Documented and provided reports on the cause and impacts of systems outages to upper management.

* Provided customer service support in the billing and technical areas.* Tested and gave feedback on newly created customer support tools.* Part of a mentor program which provided additional support and training to new call center personnel.* Performed escalation support dealing with irate customers and resolving their problems.

* Performed repairs and maintenance on a permanent satellite communications center at Falcon Air Station in Colorado supporting Cheyenne Mountain.* Provided support and part of the mobility team available to ship out with minimal notice.