Debra Wagner Email & Phone Number

• Create, edit, and build content for monthly publications.• Design flyers, postcards, posters, banners, newsletters, business cards, certificates, etc.• Maintain websites.• Create spreadsheets and graphs for businesses to help improve their business flow and provide analytics.• Create knowledge base documentation, training documentation, helpdesk documentation. • Facebook Content Manager.

• Documented processes on system applications and helpdesk support tasks to streamline procedures for future technical support actions.• Developed training materials, for user training and support use.• Network monitoring using Whatsup Gold.• Collaborated with the RemedyForce Conversion Team.• Collaborated with Helpdesk, Customer Service, Project Managers, Network and LAN support.• Developed Organizational Charts using Visio containing all the information the helpdesk would need to assign or escalate tickets, and how to contact support staff.• Set up configured laptops for incoming employees and loaded required software and server permissions.• Consistently responded to customer service emails within standard response window.• Provided excellent customer service for internal staff via email, phone, and remotely for computer related issues.• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.• Collected, analyzed, and reported on data used to see trending patterns.• Monitored the Contra County Board of Supervisors meetings via Wi-Fi, Network, Closed Circuit TV, and online and reported any technical issues to the Network Services team. I reviewed, edited as needed, and published the videos of the meetings.

Martinez, California, Us

Martinez, California, Us

• Confers with information services staff in the evaluation, selection, acquisition and implementation of computer hardware and/or software solutions • Provides various application development support in response to staff needs including software installation, set up and configuration, and trouble shooting user problems • Maintains existing computer applications by modifying programs or implementing new programs, tests modified programs for possible errors, and resolves as needed • Programs systems using a variety of languages • Performs system administration functions including monitoring or adding applications, users and devices, modifying user profiles, resetting passwords and file maintenance • Codes new on-line and batch programs according to established regulations; tests all new or modified batch programs to comply with the framework of the current system flow; and reports system problems and possible solutions to higher level staff • Coordinates and conducts user training, education and problem-solving sessions • Counsels users regarding system functionality and develops documentation for user problem-solving including system and user manuals • Performs a variety of duties in the troubleshooting of software applications related to local or wide area networks • Participates in systems analysis, design and implementation • Advises and consults with application programmers during systems analysis • Attends and participates in professional group meetings and stays current on new trends and innovations in the field of information systems support and analysis

Martinez, California, Us

• Provide phone and desk top support to system users for computer related problems including Epic Systems, hardware, software and printers• Perform computer tune ups, run virus scans, update software. Image desktop machines and laptops.• Install, test and configure hardware components, relocate data equipment, • Participant in the planning, implementation and installation of new desktop computers• Open and track technical incidents to meet service level agreements• Performs system administration functions including monitoring or adding applications, users and devices, modify user profiles, reset passwords and file maintenance • Environment, Tools or Technologies: Windows XP, Win 7. MS Office suite: 2007, 2010, Lotus Notes, Landesk, System Center Configuration Manager, Internet Explorer, Adobe Acrobat

Novato, Ca, Us

• Provided phone and email support and troubleshot problems for insurance agents and employees (3,000+)• Support multiple applications (4) proprietary to Fireman’s Fund• Worked on a project to migrate from one call tracking database to another• Maintained communication between agent, engineers and employees until problem was resolved and provided detailed documentation on each ticket• Created, implemented and maintained trend reports concerning tickets reported via email

Montreal, Quebec, Ca

• Provided written and verbal communications to VP, Directors, Managers and Supervisors on all high priority problems. Sent out Company wide communications (3,000+ employees) on nationwide problems• Created training documentation and went to Canada twice to train two help desks (20 people) to use call tracking program• Handled escalations of high priority problems ensuring proper support staff was engaged and all parties kept up to date on status• Arranged, moderated and recorded Crisis, Problem Review, Post Mortem, Daily, Weekly and Monthly Review Meetings of high priority incidents, and Monthly Service Level Agreement meetings. • Utilized Crystal Reports to create, implement and maintain trend reports, reports for weekly analysis of high priority problems, and reports for monthly reviews of Service Level Agreements

Comptia A+, Network+, Security+ Certification, Computer Science

Microsoft Applications

Business Computer Applications

Computer Support Specialist, Computer And Information Sciences And Support Services

Computer Science

Education record