Donnette Robinson Email & Phone Number

Greenville, Sc, United States

310 Inglesby Parkway, Duncan Sc

Provide department, division and business partner project coordination to include solution identification for business projects/requests, resource needs, scheduling coordination and implementation. Assist in application testing, creation of user documentation and user training. Provide some guidance to other Technical Projects Coordinators (II & III).Work with user to gather project and request requirementsAssist the Information Service and Technology department in the implementation of project, providing documentation, tracking projects, testing and training on systems at the support center and the field including new releases of existing products as well as new applications as they are developed.Analyze business processes to develop functional and technical requirementsAnalyze existing modules and new enhancements and assist in developing strategies for improving or further leveraging existing functionality.Provide analysis and make suggestions to improve productivity and offer ideas for cost saving solutions via system automation. Analyze errors in the system and determine cause and resolution quickly to save company money and productivity. Works with manager to develop and implement department processes, participate in Disaster Recovery testing and updates of documentation.

310 Inglesby Parkway, Duncan Sc

Provides Technical Support to 200+ centers located throughout the United States via phone and remote desk using Remote Administrator software / DameWare remote control. Monitor service desk for tickets assigned to the queue and process according to established SLAsProvide helpdesk support and resolve problems to the end user’s satisfaction Monitor & respond quickly and effectively to requestsDocument internal proceduresAssist with onboarding of new users Ensure each workstation/PC is properly loaded & configured according to job role requirementsApplication support: Office 2003, 2007, 2010. Installing of various software Download printer drivers, provide printer support both local and network printing issues.Maintain inventory of all equipment, software, software licenses, etc.Manage PC set up and deploymentCoordinate within team for technical support, network support and/or telecommunication assistanceActively contribute to ongoing process improvementPerform other duties or special projects as assignedRepair computers as needed. Image computer using Ghost Server. iSeries Application support to include but limited to enable and disable user accounts in the and reset passwords. Monitor system backups, errors, EOM processes.Provide Cisco VPN connectivity supportHelp user with accessing TCI Intranet software downloads documentation.On Call rotation after hours and weekends.Project Lead – PC Refresh Project 2011Before being promoted to current position of Technical Projects Coordinator. I was the Lead (Technical Support Specialist III) over a team of four. In charge to the day to day operations of the Technical Support team.

850 Pleasantburg Drive, Greenville Sc

Provide helpdesk and technical support to inter-office and remote site staff.Configure, setup and install Windows 98, 2000 and XP desktop PCs. Install and troubleshoot software, hardware and printers/copiers Create user accounts for the Network/Exchange and user profiles for the AS400.Knowledge of Windows Active Directory, Submitted batch jobs for processing via AS400. Verify successful completion of Web/Network server and AS400 backups. Administrative duties: Filing, ordering of office supplies, answering phones, tracking help desk call via database. Created and maintain process, procedure and other documentation for IS departmentCreation of check form types for new clients in AS400 – sent to various financial institutions for account verification and check approval.Work with and assist AS400 programmer in creating queries and reports for associates and clients Scan Imaging (scan interoffice material) medical claims and upload files to CAPS systemsPlace and track all service calls for hardware equipment (Printers, copies, PC's, phones) Familiar with VoIP using Cisco Unity & Call Manager Responsible for the performance, maintenance and updating Interactive Voice Response (IVR) Setup trading partners and EDI transmission using Extol Integrator, verify receipt of files and send back acknowledgment. Troubleshoot translation errors as they occur.