Donna Herrera, Mfa Email & Phone Number

Remote

Tamaqua, Pennsylvania, United States

Developed documentation for clients throughout the country based on specifications and testing of developed or commercial software APIs.Trained employees on supporting APIs.Developed policy and procedure for teams in small organizations that do not have management in place.Worked with management of organizations to create structure for teams.

Lehighton, Pa

Provided customer service and support via telephone.Coordinated with Level II support teams to effectively resolve user issues with cable and internet interfaces.Member of specialized support team for launch of custom APIs and streaming web-based APIs.Troubleshoot and resolve issues with user interfaces for cable, telephone, and internet services.

Allentown, Pennsylvania Area

Managed group that provided hardware, application, and production equipment support to 1000+ internal users across multiple campuses.Supervised group of 4 technicians responding to help desk requests daily via telephone, email, and interactive remote-control software.Established support matrix, reporting metrics, and processes and procedures related to IT requirements.Trained other department members on the usage of IT Help Desk software.Documented and trained staff on supporting web-based DNN APIs and custom software programs.

Greater New York City Area

Managed group that provided hardware, application, and production equipment support to 1000+ internal users nationwide.Supervised and trained technicians and contractors responding to help desk requests daily via telephone, email, and interactive remote-control software.Managed projects and training classes on using APIs and remote connectivity as required.

Reporting directly to the CIO, managed group that provided hardware, application, and production equipment support to 1000+ internal users nationwide.Supervised technicians in several locations responding to 100-150 help desk requests daily via telephone, email, and interactive remote-control software.Established support matrix, reporting metrics, and processes and procedures related to IT requirements.Oversaw $1.25 million in purchases annually, handling all procurement for end user IT equipment, accessories, and videographer equipment including developing specifications, soliciting vendors, evaluating vendors, and negotiating terms with vendors. Implemented procedures and processes for support of software and API connectivity.

Reporting to the Director of Information Technology, managed 4 employees in 2 locations handling up to 75 support requests daily for over 2000 internal users worldwide regarding Windows 9X, NT, and XP and Macintosh platforms.Assumed responsibility for all IT-related purchases, oversaw $500,000 in annual purchases, verified budgets for computer purchases for X campuses, and created bulk purchase plan for computer purchases.Administered Exchange accounts and user rights and implemented custom imaging solutions with Dell and Norton Ghost.Gained experience with Active Directory.

Master Of Arts, Rhetoric And Composition/Writing Studies

Master Of Fine Arts - Mfa, Creative Writing And Online Teaching, 4.0

Bs/Bm, Business Management, 3.87

Additional Bachelor'S Degree Credits, Information Technology With A Specialty In Project Management, 3.2

Took additional courses at a Bachelor's level for a specialization in Information Technology and Project Management.