Technical Support supervisor for a software development company. Provide guidance to support analysts in a call center. Responsible for reviewing metrics, assisting analysts with problem resolution, identifying gaps in operations and processes, and work with cross-functional teams to find a solution,

Technical advisor responsible for providing technical guidance and support to the Business organization. Liaison between the business and IT teams supporting customer service teams. Assisted with requirements gathering, translating business needs to technical requirements and deliverables, user testing, identified, tracked and reported issues. Worked with support teams and IT to resolve technical issues.

Led IT and Engineering technical leadership development programs. Facilitated technical and soft-skills training designed to enhance the leadership and technical capabilities of high performing individual professionals. Responsible for creating project plans, recruiting, program strategy, budget, design and execution. Provided Coaching, mentoring and and training to program participants. Product owner of project tracking database, including account access, upgrades and… Show more Led IT and Engineering technical leadership development programs. Facilitated technical and soft-skills training designed to enhance the leadership and technical capabilities of high performing individual professionals. Responsible for creating project plans, recruiting, program strategy, budget, design and execution. Provided Coaching, mentoring and and training to program participants. Product owner of project tracking database, including account access, upgrades and maintenance.Two-time Women of Color in STEM award winner Show less

Contract position- responsible for researching, identifying, and documenting the process for updating servers. Created documentation for end to end process for server upgradesOriginally slated for a 3-month contract; completed project in 5 weeks.

Provided technical support for users by assessing user needs & requirements, software deployment, software modifications, incident management, and providing exceptional customer service and support to resolve technical issues. Responsible for ITSM toolset (Remedy) for tracking incidents, provided software support for internal and external applications (Microsoft products, proprietary applications & Databases)Conducted release management by executing SQL scripts for Data Maintenance Requests… Show more Provided technical support for users by assessing user needs & requirements, software deployment, software modifications, incident management, and providing exceptional customer service and support to resolve technical issues. Responsible for ITSM toolset (Remedy) for tracking incidents, provided software support for internal and external applications (Microsoft products, proprietary applications & Databases)Conducted release management by executing SQL scripts for Data Maintenance Requests and WebLogic software for web-based and Oracle applications software modifications. Also, served as project manager and worked with cross-functional teams on IT projects Show less

Supervised and managed 17 technical support analysts and plan, prioritize and schedule service desk activities, managed hiring, SLAs, workload, escalations, goals and strategy. Provided technical support, implemented process improvements, communicated outages to leadership and end users, vendor management, and provided strategic planning and goals. Led technical projects to evaluate new information system products and services and recommended changes to existing product and service to better… Show more Supervised and managed 17 technical support analysts and plan, prioritize and schedule service desk activities, managed hiring, SLAs, workload, escalations, goals and strategy. Provided technical support, implemented process improvements, communicated outages to leadership and end users, vendor management, and provided strategic planning and goals. Led technical projects to evaluate new information system products and services and recommended changes to existing product and service to better assist customers. Partnered with staffing vendors on recruitment and hiring of technical personnel for the service desk Show less

Served in North Carolina Guard Nov 1992 -1993 Medical Supply SpecialistServed in United States Air Force Reserves 1993-1995 Medical Supply SpecialistServed as a Material Storage and distribution Specialist and Training ManagerReduced costs of training by designing a training curriculum to teach Microsoft Office in-house, and provided hands-on training to squadron members. Responsible for recognition and discipline of service men and women.

Supervised, trained, coached, prepared performance appraisals and provided objectives and goals for the PC support team. Created and wrote standard operating procedures, knowledge-based articles, and requirement documents. Successfully planned and implemented IT projects, software and system upgrades successfully within state gaming board requirements.

Gathered user requirements and prioritized, planned, and coordinate all computer information projects for the Soil and Water Conservation unit. Provided problem solving and technical support for 60 employees- Provided technical support for break-fix on Hardware equipment and software applications-Improved customer satisfaction by streamlining processes and improving time to resolution-Supervised Computer Information Specialist's workload-Responsible for creating a budget… Show more Gathered user requirements and prioritized, planned, and coordinate all computer information projects for the Soil and Water Conservation unit. Provided problem solving and technical support for 60 employees- Provided technical support for break-fix on Hardware equipment and software applications-Improved customer satisfaction by streamlining processes and improving time to resolution-Supervised Computer Information Specialist's workload-Responsible for creating a budget, procuring equipment, and strategy Show less

Provided break/fix phone support and desktop support for 1500 Missouri State Employees. Created technical instructions for end-users and provided computer training - Assessed user needs by interviewing and providing a resolution

Supported C130 missions as a warehouse receiving clerk responsible for processing incoming receipt of parts. Inspected parts to ensure compliance with all DOD specified requirements. Broad knowledge of logistics including local purchases, contracting, government regulations and transportation.• Use technical data to make decisions regarding substitution for parts• Reduced costs by performing root cause analysis on transaction histories with discrepancies.• Improved quality by… Show more Supported C130 missions as a warehouse receiving clerk responsible for processing incoming receipt of parts. Inspected parts to ensure compliance with all DOD specified requirements. Broad knowledge of logistics including local purchases, contracting, government regulations and transportation.• Use technical data to make decisions regarding substitution for parts• Reduced costs by performing root cause analysis on transaction histories with discrepancies.• Improved quality by working with outside vendors and other military personnel, and conducted training classes on proper supply operational procedures and warehouse safety. Show less