Ashley H. Email & Phone Number

Greater New Orleans Area

Expert BMC ITSM and SAP Business objects 4.1 within a helpdesk analytics reporting environment.Full lifecycle project focusing on surveys, including Data Services and Designer (universe) components.Migrated data flows, workflows, scripts, and jobs between repositories.Coordinated efforts to establish Balance Score Card metrics using Kinetic Survey data coupled with SAP Business Objects to analyze and produce customer satisfaction ratings for ITIL and CMMI improvement strategies in… Show more Expert BMC ITSM and SAP Business objects 4.1 within a helpdesk analytics reporting environment.Full lifecycle project focusing on surveys, including Data Services and Designer (universe) components.Migrated data flows, workflows, scripts, and jobs between repositories.Coordinated efforts to establish Balance Score Card metrics using Kinetic Survey data coupled with SAP Business Objects to analyze and produce customer satisfaction ratings for ITIL and CMMI improvement strategies in following with the Supporting Business Rules and Service Desk Operations as defined. Working to establish baseline metrics for monitoring performance issues or user overload during peak/core business hours to analyze overall utilization and system performance.Work with Data Center in support of administration requirements as they pertain to the implementation of SAP Business Objects or affiliated applications to include BMC ITSM Suites.Successfully migrated SAP Business Objects universes and reports from dev to test to production.Analyzed existing data sets and reporting requirement to translate and create newly revised reporting templates and designer friendly formats for all users. The conversion and efforts to condense report variety are in support of ITSM consolidation within analytics and overall future helpdesk reporting processes.Troubleshooting of reporting, universe, creation of new repositories and configuration of existing ones.Provided administrative assistance, including fixing of scheduling errors, performance tuning, permissions management, and migrating jobs between systems during the ITSM SAP Business Objects analytics and reporting integration and implementation. Work directly with Help Desk Manager, ITSM Lead to implement technical solutions for overall ease of user understanding.Provide assistance to service desk team members in support of analytics and SAP Business Objects ITSM reporting questions.Created functional and technical documentation. Show less

New Orleans, La

• BMC Remedy Certified Administrator, Configuration and Permissions Management.• BMC Remedy Incident Scripting, Decision Tree and Template development.• Microsoft SharePoint 2k7 Site Administrator.• Technical Lead for Tier 1 support directly interfacing with TIER III Support Groups to provide Service Desk ticket escalation support and assist with problem diagnosis to include hardware, software and supported applications. • Troubleshoot user issues in order to resolve incident as… Show more • BMC Remedy Certified Administrator, Configuration and Permissions Management.• BMC Remedy Incident Scripting, Decision Tree and Template development.• Microsoft SharePoint 2k7 Site Administrator.• Technical Lead for Tier 1 support directly interfacing with TIER III Support Groups to provide Service Desk ticket escalation support and assist with problem diagnosis to include hardware, software and supported applications. • Troubleshoot user issues in order to resolve incident as quickly as possible without escalation if possible.• Versed in Cyber Security incidents with the ability to determine type of incident and escalation required.• Create and manage Service Desk Incident Queue for prompt response and resolution while tracking for problem management.• Create Service Desk SOP (Standard Operating Procedures).• Develop training programs for all MARFORRES G6 personnel including ISC training programs and training documentation.• Wireless Team Lead to include Blackberry, Cellular, WPS (Wireless Priority Service) and GETS (Government Emergency Telecommunications Service) Cards.• Served as liaison between service desk and IT planning team. Effectively addresses necessary action items, completes projects tasks in a timely manner and maintains effective relationships with all members. • Contributed recommendations on system assessments to higher level decision makers. Collect information, tracking and monitoring service desk incidents, documenting known issues, analyzing information, and using available resources to develop awareness and solutions across teams concerning current issues. • Proficient at operating and troubleshooting a wide variety of software programs, computer hardware, network related issues and electronic equipment to include Windows XP, Windows 7, Guardian Edge, Remote Desktop.• Knowledgeable in IAVA Security Management, Security Scanning and Vulnerability assessment. Show less

• A Product of a Level 3 Capability Maturity Model Integration (CMMI) company.• Lean Six Sigma White Belt• CSE Lead Auditor using CMMI structured inspection process.• Customer Support Engineer (CSE) for seven military web based applications using REMEDY Action Request System as the database for documenting 2400 support issues quarterly. • CSE Lead Auditor. Performed internal auditing on current company programs.• Manage Chief of Naval Air and Training (CNATRA) customer… Show more • A Product of a Level 3 Capability Maturity Model Integration (CMMI) company.• Lean Six Sigma White Belt• CSE Lead Auditor using CMMI structured inspection process.• Customer Support Engineer (CSE) for seven military web based applications using REMEDY Action Request System as the database for documenting 2400 support issues quarterly. • CSE Lead Auditor. Performed internal auditing on current company programs.• Manage Chief of Naval Air and Training (CNATRA) customer support program while processing over 1800 support emails and 600 phone calls quarterly. • Implemented nine processing tools resulting in increased processing time and increased customer satisfaction.• CNATRA subject matter expert assisting in the structuring of a new support program.• Responsible for the training of 12 CNATRA customer support engineers. Show less

• Helicopter Search and Rescue Swimmer credited with four open• ocean rescues while assisting in the rescue of 18 other• survivors with over 1400 flight hours in the SH60B Seahawk.• Records review manager, managed and accounted for 68 aviator• log books with 100% accuracy, ensuring all qualifications were up• to date and departments were able to perform all missions.• Scheduled flying events for 68 aircrew men, ensuring command• was 100% full mission… Show more • Helicopter Search and Rescue Swimmer credited with four open• ocean rescues while assisting in the rescue of 18 other• survivors with over 1400 flight hours in the SH60B Seahawk.• Records review manager, managed and accounted for 68 aviator• log books with 100% accuracy, ensuring all qualifications were up• to date and departments were able to perform all missions.• Scheduled flying events for 68 aircrew men, ensuring command• was 100% full mission capable.• Documented all flights accordingly and debriefed as required. • Assisted in flight plans and gathered INTEL for mission essential briefings.• Utilized FLIR, Magnetic Anomaly Detecting, RADAR, Night Vision and Sonobuoy systems to locate and track hostile surface contacts as well as underwater threats.• Arial door gunner. GAU-16, M60D • Appointed as the command Search and Rescue instructor• responsible for training 24 personnel in rescue techniques as• well as first aid.• Conducted training on both foreign and domestic submarine• parameters, radars, missile ranges, and RECCE features. Show less

Millington Tn

• Personally placed over 4,500 sailors into new careers annually both at home and abroad by using system programs such as Enlisted• Assignment Information Systems (EASIS), Automated Remote Inquiry• System (ARIS) and Web Enabled Placement Portal (WEPP) effectively• and efficiently.• Supervised and managed seven personnel while handling over• 10,000 customer service calls and independently processing over• 5,000 customer emails annually.• Worked with a team of five to… Show more • Personally placed over 4,500 sailors into new careers annually both at home and abroad by using system programs such as Enlisted• Assignment Information Systems (EASIS), Automated Remote Inquiry• System (ARIS) and Web Enabled Placement Portal (WEPP) effectively• and efficiently.• Supervised and managed seven personnel while handling over• 10,000 customer service calls and independently processing over• 5,000 customer emails annually.• Worked with a team of five to recognize and track negative• trends by rebuilding two different processing procedures cutting• processing time by 50% and saving the Navy $1,350,000 annually.• Built and presented four Power Point briefings to senior• personnel.• Training specialist responsible for training five military and• nine civilian employees including one that is hearing impaired.• Organized a departmental sign language course in order to• effectively communicate with two hearing impaired employees.• Supply requisition manager responsible for the ordering,• distribution and management of $10,000 in supplies quarterly. Show less

Bachelor Of Business Management, Project Management

Technical, Emergency Medical Technology/Technician (Emt Paramedic)

Aa, Arts