Anna Clougher Email & Phone Number

Madison, Nj

Madison, New Jersey

Member of the Zap Learning Team. Assisting in troubleshooting issues (e.g. by categorizing whether an issue is a true bug, user/training issue, or enhancement request) and providing additional support for the brands. Focused on creating documentation that will assist the trainers in answering questions during delivery. Familiar with JIRA and diverse experience in providing client-focused support, analyzing and resolving IT hardware and software problems in a variety of industries. Strong analytical and documentation skills to create documentation to assist in consistent training delivery.

Madison, New Jersey, United States

Hooper Holmes, Inc. (American Para Professional Systems, Inc. Aquisition)

· Day-to-day operation of service desk function including direct call handling, incident management, access management, problem management and request fulfillment· Act as liaison between business, technical and development teams to resolve client issues and prepare documentation· Assist with day-to-day IT operations and data center related monitoring, monitor information technology systems and services, escalate performance deviations· Contribute to IT initiatives and projects as required, system and application testingHelp Desk Supervisor/Level II Support· Delivered first and second level support to customers and execution of managerial duties; monitoring prioritizing, categorizing, documentation and distribution of incoming requests · Provided support of customized software applications for various departments· Prepared weekly reports for management on end-user issues and problem trends· Created training material, documentation and manuals, documentation of recurring errors and relevant procedures for problem resolution· Ensured clients were informed of updates, outages and delays· Conducted training for end-users on proprietary software and served as subject matter expertMajor Accomplishments: Researched, installed and maintained a third party help desk call tracking system called HelpTrac Created a help desk reference guide on common issues and resolutions for end-users and help desk personnelHelp Desk Support Level I· Handled branch and client issues· Logged calls in tracking system for reporting and growing the help desk knowledge base· Assisted with new equipment and software roll outsMajor Accomplishments: Created an in-house help desk call tracking database Established a Help Desk for the company

Somerset, Nj

Conducted training classes and resolved hardware, software and network issues. Provided adhoc reports for several departments using the IBM mainframe and dBase programs.

Somerset, Nj

Started in account reconciliations for the mortgage division working with Fannie Mae loans. Worked with a team to design an automated reconciliation in 1988.