Charlana Tanner Email & Phone Number

Newburgh, In, Us

United States

United States

I joined NCC as the first in-region business systems analyst supporting our North American colleagues shortly after the rollout of the Workday PSA and Kimble solutions for our cybersecurity consulting delivery management.My main responsibilities included:Becoming an SME and admin on the two software platforms as well as learning the associated business processes supported by the toolsTaking ownership of our internal support channel for these systems and improving response time, time to resolution, and stakeholder relationship management while addressing reported issuesPerforming root cause analysis of and recommending solutions for recurring issuesGathering user stories from SMEs and stakeholders and translating them into change request requirements documentation for technical teamsCreating documentation for and delivering end user training covering new features and functionality for all North American colleagues using the PSA systems

Evansville, Indiana, United States

In this role, I was the primary systems administrator for SIGMA Equipment's CRM and workflow management software as well as their integrated telephony solution. I configured and maintained pipelines, page layouts, custom fields, data validation, workflow automations, and more. I also managed and documented the changes to design and process within the platforms. As a routine function of this upkeep, I often performed data cleanup and developed innovative ways to improve our data structure and accuracy.Another component to this role was process modeling, documentation, and improvement. I worked closely with stakeholders from all departments to understand their business needs and translated those into easily digestible work instructions and flows. Additionally, I offered insight and analysis on ways to improve process efficiency and accuracy. When these changes required development work, I gathered user stories and translated those into requirements and specifications for the internal developers or external Professional Services teams.

Evansville, Indiana Area

When I began in this role, my primary responsibility was providing in-person and remote technical support for our users at Tier I and II levels covering both hardware and software. I also supported the phone system and helped complete not one but two full phone system migrations. After learning the software and systems used at SIGMA, I worked closely with the development team to better understand existing software and stay aware of upcoming feature releases and changes. I worked hard to gather as much insight and expertise as possible in order to best troubleshoot and help improve our end-user technology experience. In 2019, I began two new functions in this role. The first was taking over the process modeling and documentation initiative. I met regularly with stakeholders to work through creation of new processes and updating the outdated ones. This deep understanding of the various business functions and communication with stakeholders led to the second function: I began to assist the development team with adding new cards to their backlog, defining requirements for stakeholder requests, and working with the team manager to prioritize upcoming projects based on complexity and business need.

Panama City, Florida Area

At Yoh, I was a Field Services Technician supporting the NMCI network at the Naval Support Activity base in Panama City, Florida. I provided in-person and remote technical support to over 2800 government and civilian contractor personnel at Tier I and II levels for hardware and software. I managed my own daily ServiceNow ticket queue and consistently exceeded weekly ticket completion KPIs. While working for Yoh, I maintained an Interim Secret clearance.

Panama City, Florida Area

I worked for Gulf Coast State College as a Computer Technician while completing my Bachelors degree in Technology Management. In that role, I provided in-person and remote technical support to over 450 faculty and staff at the Tier II level. I collaborated with Tier I Help Desk staff to find solutions for common issues and trained them on implementation. I also supervised and delegated work to part-time student interns from the Help Desk.I managed my Service Now ticket queue and documented technical solutions whenever they weren't in our existing knowledge base. A major accomplishment for me and my closest teammate was learning how to use SCCM and putting it to use. An enterprise license had been purchased for the college a few years prior but no one in our department knew how to utilize it. My teammate and I made use of training resources and researched best practices in order to improve our own efficiency for installing software and deploying OS images via SCCM.

Panama City, Florida Area

As a Student Assistant working at the IT Help Desk, I provided technical support to students, faculty, staff, and community members through telephone, email, and tickets. I also assisted IT technicians with ticket resolution, including troubleshooting hardware, software, printers, and network issues.

Panama City, Florida Area

As a Student Assistant working as a Tutor, I provided tutoring in-person and remotely through Blackboard Collaborate for Microcomputer Applications (Microsoft Office) and Programming Logic classes. I also created an Angel community for GCSC Bachelor degree students that provides resources, important information, and socialization opportunities.

Panama City, Florida Area

At Trane, I worked for eight months on the production line building option-customized commercial HVAC control boxes. After that, I worked for over two years in Shipping and Receiving as a material handler and forklift operator.

Master Of Science - Ms, Information Technology Management

Bachelor’S Degree, Technology Management

Associate Of Arts (A.A.), General Studies