Danielle Ferrell Email & Phone Number

Wilmington, NC, US

Remote - ITS Enterprise System Support

• Key Roles & Responsibilities:
• Primary Backup to Webmaster: Fulfill webmaster duties
• Manager: Supervise a team of 4 technicians; Resolve tier(s) 1-4 support requests; Ensure timely ticket resolution, client satisfaction & address escalations as appropriate
• Primary IT Communicator: Responsible for crisis communications; Assist with content & design of university-wide HTML emails on behalf of the chancellor, OUR & ITS; Developed IT communications process
• Project Manager: RFP proposal writing & vendor selection; Develop project plans; Create data-centric reports; Facilitated the migration from Cascade 7.4 to 8.9
• Security Administrator: Administer security groups & user permissions as needed; Defined & configured Cascade CMS governance processesAccessibility:

Wilmington, NC - ITS Enterprise Systems Support

• Assist with Cascade Server implementation performing tasks including but not limited to: site migration, end-user training, permissions, & support, researching & troubleshooting issues, & creating user manuals.
• Generate Google Analytics for UNCW departments & construct site-specific filters
• Consult with the Office of University Relations (marketing and communications) & the Technology Assistance Center (help desk) to resolve web-related service requests & incidences to provide prompt customer support for.
• Proficient with Wendia for ITSM software solution
• Train users in Guidebook & construct UNCW Guide templates & icons

Wilmington, North Carolina Area

• Leveraged Adobe Creative Suite, Microsoft Office, Prezi, & Zmags to design, create & update marketing materials: Housing website, magazines, posters, presentations, logos, t-shirts, organizational charts, etc.
• Supervised a team of student employees for the production of videos, university branding, social media marketing, & university outreach
• Created project plans & managed their progress to ensure on-time completion
• Facilitated university training sessions for designing posters
• Managed, checked, responded & fulfilled support ticket requests

Wilmington, North Carolina Area

I tutored students in Art History and French.

• Proficient in using Linux Operating System
• Mastered in-house software
• Train new hires
• Resolved research complications & escalations
• Responsible for expenses used in research areas

• 1 year contracted position to aid the Director of Technology in implementing & deploying software to the courthouse, dispatch, jail and sheriff's office.
• Aided in implementing new software, VisionAIR
• Deployed new computers, laptops and desktops, configured users rights, installed software & hardware
• Upgraded old computers; installed new RAM and video cards.
• Worked with Microsoft servers editions 2003-2008, terminal server 2008, published applications
• Became familiar with SQL server & SQL

Bachelor'S Degree, Art History & French With A Minor In Digital Arts, 3.845

Activities and Societies: French Club Web Designer, Art History Club Founder and President.Deans List Spring & Fall 2010-2015

Associate'S Degree, Computer Engineering

Activities and Societies: Phi Theta Kappa MemberDeans List Spring & Fall 2006-2008