Colleen A. Koll Email & Phone Number

Minneapolis, Minnesota, United States

July 20, 2020 - present• Works with Learning Management System Administrator to ensure employee access to SAP SuccessFactors cloud-based human capital management (HCM) software and troubleshoots any problems that arise for users concerning training• Works with Design & Training team to update employee training and knowledge on source.mpls.k12.mn.us• Develops and delivers content and training for IT Service Desk employees based on needs analysis• Creates and edits content and knowledge base articles• Applies systems thinking to maximize results• Creates and responds to service tickets for IT service requests from 3122 staff, and 34,570 students and parents speaking 90 languages• Decomposes a problem through key questions and identifies patterns before attempting to define a solution• Connects with user to collect information about technology problems within scope of IT service tickets, and leads user, remotely, through diagnostic procedures to determine source of error• Defines problems, identifies and isolates errors, and implements technical solutions to solve problems• Routes service tickets per established workflow, policies and procedures; tracks problem until resolution• Documents work completed using IT ticketing system and maintains IT records; notifies manager and other technicians of unusual problems or problem trends• Identifies technical problems which need to be addressed by improved policies and procedures• Maintains and enforces all aspects of security and confidentiality of records and information• Assists in evaluating new technology and administering equipment inventory, including 3500 iPads and 13,000 Chromebooks for students• Manages users and multi-factor authentication tokens in SafeID Admin Console• Utilizes centralized account and device management via Azure cloud computing platform and Jamf Pro• Assigns user permissions for employee access to various systems

Minnetonka, Minnesota, United States

• Answered IT Support Center phone calls, providing IT support for 100,000+ domestic and international employees, 4,000+ systems and applications, servers, desktops, network, telephone, voicemail and telecommuter issues • Strictly followed The Privacy Rule standards of the Health Insurance Portability and Accountability Act of 1996 (HIPAA) concerning the use and disclosure of Protected Health Information• Followed confidentiality and data security procedures• Trained new analysts on applications and procedures• Administered computer accounts and passwords• Analyzed situations and data requirements• Resolved client tech issues by determining effective resolution of issues by troubleshooting and analyzing computer system errors of moderate to difficult scope where analysis of situations or data required an in-depth evaluation• Provided remote tech support for hardware (printers, desktops, laptops, monitors and PDAs) and software (internally developed apps, productivity apps, computer operating systems, Internet apps and various drivers)• Interacted with internal and external escalation resources to resolve complex tech issues• Recommended currently supported software apps and hardware appropriate to best meet requirements• Acquired and maintained knowledge on newly purchased and existing supported desktop software, hardware and systems• Assisted with testing of new or upgraded PC software and hardware releases

Mounds View, Minnesota, United States

• Subject Matter Expert in Knowledge Management (KM) business process and discipline formalizing management and use of enterprise intellectual assets, promoting a collaborative and integrative approach to creation, capture, organization, access and use of knowledge assets (including uncaptured knowledge of people) in order to achieve business results of 14% improvement in First Call Resolution and 27% in finding knowledge base articles• Created, reviewed, submitted, edited, formatted and updated knowledge articles, working with authors to clarify content for departmental article creation, ensuring a comprehensive set of more than 1,000 knowledge articles, including: written procedures, tips, reports, and other support related material, are published in ServiceNow (Jakarta) application to support the variety of troubleshooting calls received by call centers• Worked with internal knowledge base managers and team to deploy ServiceNow platform to getConnected, Patient & Technical Services and Diagnostics departments • Resolved technology-focused inquires from AHPs (Allied Health Professionals), Physicians, and Sales Representatives and reported on their suggestions for product enhancements, documented pertinent information about all incidents and resolutions, recommended IT services and solutions as appropriate to best meet user requirements, prioritized issues by assessing business impact of problems based on Business Unit criteria and SLAs, maintained HIPAA, and other regulations concerning sensitive Patient, Physician and Employee data • Worked on projects or tasks to develop and/or address technology or process improvements, customer service, training, knowledge transfer, reports, and documentation, translated business and system activities into diagrams for more meaningful process definition, analysis and visualization

Brooklyn Park, Minnesota, United States

• Responsible for providing information, instruction and resolving technical issues related to schools test administration, reports, personal computers and networks as they relate to DRC's applications• Documented and communicated to appropriate resources any recurring/critical client issue received • Knowledgeable about policies/standards, and processes • Performed to and maintained acceptable performance levels as measured against the following metrics: client hold time, call lengths, call volumes, call quality and overall customer satisfaction • Used and supported Microsoft Office Suite

Blaine, Minnesota, United States

June 23, 2005 - June 30, 2016• Learning technologies Subject Matter Expert• Collected requirements for learning technologies from State of Minnesota, IT Department and teachers for commercial-off-the-shelf (COTS) application assessments and implementations• Facilitated meetings and training, analyzed and synthesized data from a large number of sources and presented it to decision makers• Provided high-quality, innovative and cost effective technical support and collaborated with support groups to escalate complex high priority/high impact issues• Documented processes and procedures and reconciled various different versions of the same process• Trained management, teachers, volunteers and adult students on successful use of 40+ systems• Worked with teachers to enhance and increase distance learning opportunities for students, resulting in a 25% increase in learning hours and 40% increase in student achievement• Assessed technology skills of adults and provided resources to assist in closing gaps• Worked with Minnesota Literacy Council Technology Team as Tech Helper Team Leader for Summer Institute statewide annual education conference• Professional Development Committee Technology Presenter, Advisor and Trainer• Attended annual TIES Education Technology conference to connect with others passionate about education technology, online learning and sharing technology solutions• Certified TABE®, CASAS and BEST Plus test proctor, providing assessments for student intake and to demonstrate progress• Taught Promote Yourself Using LinkedIn at staff development events• Proctored Northstar Digital Literacy Assessment and awarded certificates for employment credential to adults that passed assessments measuring skills in Basic Computer Use, Internet, Windows Operating System, Mac OS, Email, Word Processing (Word), Excel and Social Media.http://www.digitalliteracyassessment.org/index.php

St Paul, Minnesota, United States

• Assisted front-end development team in monitoring project processes and resolving issues•Discussed configuration options with potential users of My Time payroll website, to make sure the website provides the most possible benefit for their organizations•Created wireframes of screens for app development team to translate into a working, interactive experience•Gathered requirements and developed user stories•Interviewed users, researched market data, and gathered findings to determine which design option best satisfies user needs

Plymouth, Minnesota, United States

• Answered IT Support Center phone calls, providing IT support for 100,000+ domestic and international employees, 4,000+ systems and applications, servers, desktops, network, telephone, voicemail and telecommuter issues • Strictly followed The Privacy Rule standards of the Health Insurance Portability and Accountability Act of 1996 (HIPAA) concerning the use and disclosure of Protected Health Information• Followed confidentiality and data security procedures• Trained new analysts on applications and procedures• Administered computer accounts and passwords• Analyzed situations and data requirements• Resolved client tech issues by determining effective resolution of issues by troubleshooting and analyzing computer system errors of moderate to difficult scope where analysis of situations or data required an in-depth evaluation• Provided remote tech support for hardware (printers, desktops, laptops, monitors and PDAs) and software (internally developed apps, productivity apps, computer operating systems, Internet apps and various drivers)• Interacted with internal and external escalation resources to resolve complex tech issues• Recommended currently supported software apps and hardware appropriate to best meet requirements• Acquired and maintained knowledge on newly purchased and existing supported desktop software, hardware and systems• Assisted with testing of new or upgraded PC software and hardware releases

St Paul, Minnesota, United States

• Supported employees during merging of computer systems when Firstar acquired U.S. Bancorp and assumed its name, moving its headquarters to Minneapolis• Met Service Level Agreements for IT support while saving $69,000 from budget• Represented business customers in prioritizing, escalating and monitoring business-critical incidents• Followed confidentiality and data security procedures• Consistently exceeded goals for ticket documentation quality and high customer satisfaction ratings• Trained new analysts and bank staff on successful use of 800+ systems and applications• Administered computer accounts and passwords• Analyzed situations and data requirements• Supported IT-endorsed hardware and software applications• Collaborated with escalation resources to resolve complex technology problems• Active Directory administration

St Paul, Minnesota, United States

• Worked as part of a team responsible for software installation, repair, upgrades, and hardware problem diagnosis on over 1,200 workstations and peripherals• Administered file system resources and rights on Novell Netware servers• Researched problems using online support sources, technical journals and manuals to provide solutions• Delivered team-based projects including desktop standardization, Token Ring to Ethernet conversion and site-wide software upgrades• Assisted with testing of new or upgraded PC software and hardware releases

Mendota Heights, Minnesota, United States

• Applied technical, logical and Web research skills to troubleshoot and document technical issues • Ensured issues not able to be solved remotely on first call were routed to correct support teams • Escalated and monitored business critical technical incidents• Submitted new knowledge for publication to troubleshooting database• Assisted with testing of new or upgraded PC software releases• Trained new analysts on successful use of systems, applications and processes.

Plymouth, Minnesota, United States

• Collected payments for transportation and accommodations from customers • Conversed with customers to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required • Computed cost of travel and accommodations • Booked transportation and hotel reservations • Planned, described, arranged, and sold itinerary tour packages and promotional travel incentives offered by various travel carriers• Provided customers with brochures and publications containing travel information, such as local customs, points of interest, or foreign country regulations • Printed transportation carrier tickets• Assisted in resolving clients' travel problems• Trained new agents and staff on successful use of systems, applications and processes.

Greater Minneapolis-St. Paul Area

• Opened accounts, including savings and checking• Processed routine account transactions• Disbursed money to customers• Handled loan payments and cashed checks• Sold traveler’s checks and money orders• Promoted and sold bank products• Recorded all transactions• Balanced cash drawer at end of shift• Compiled documents for customer files and entered into Data Management System for processing and assessment• Assured that all customer files were complete and in compliance with regulatory agencies and internal policies• Established and maintained employee/payroll records• Checked and audited timekeeping records for compliance with established standards• Posted changes in pay and tax status to the payroll system• Made recommendations for procedural changes to increase efficiency

Bachelor'S, Cum Laude, Marketing Management

Certificate, Business Analysis

Activities and Societies: Member of Professional Development Community, Member of Women in Technology Community, Member of Maroon and Gold.

Information Technology & Computer Applications Certificate, Web Design & Development

Certificate, Pc Hardware Basics

High School, Diploma

Instructional Design Foundations And Applications Course

Audited course from University of Illinois at Urbana-Champaign

Idt100X Instructional Design And Technology: Learning Theories

Audited course from University of Maryland Global Campus