Susan D. Email & Phone Number

Chapel Hill, Nc, Us

Raleigh-Durham-Chapel Hill Area

• Professional Development Management • Vendor Management• IT Communications Management• Metric Reporting • Learning Management System administration• Microsoft Program Administration• Pluralsight Skills Platform Administration• AWS Skill Builder Platform Administration• Canva Administration and graphic design• Major Incident, Project, and Planned maintenance communications (Institute-wide)• Digital signage design• Intranet administration• Weekly departmental newsletter • Bi-Monthly Business Unit newsletter • ServiceNow administration• SharePoint site administration• Internship Program

Raleigh-Durham, North Carolina Area

• Coordination and management of major incidents• Escalation of risks and issues to process owners• Critical and maintenance communications • Problem Management• Knowledge Management • Incident Management• ServiceNow Enhancements and UAT• Metric Reporting• Quality Assurance

Raleigh-Durham, North Carolina Area

• Major Incidents coordination and management• Escalation of risks and issues to Process Owners• Initiate Critical Communications & Conference Bridge• Problem Management• Knowledge Management, Support & Self-Help databases• Monitor SLAs/Aging tickets to ensure response targets are met • Monitor customer satisfaction surveys & escalations• Ticket Quality Review• Help Desk enablement for new projects and processes• Metric Reporting• ServiceNow UAT upgrade/enhancements/defects • Provide training on Knowledge management tools and processes• Review and approve articles for publication• Simplify knowledge retrieval to improve access to content, report on use of knowledge, and continually identify methods to improve and increase usage• Ensure any changes or new project documentation is complete and transitioned through early life support

Raleigh-Durham, North Carolina Area

• Prepare performance reports by collecting, analyzing, and summarizing data and trends. • Develop objectives for the service desk day-to-day activities and development.• Conduct effective resource planning to maximize the productivity of resources.• Hire, coach and provide training to staff to maintain high customer service standards.• Monitor and improve policies and procedures.• Evaluate performance with key metrics and performance scorecards.• Monitor tickets & inContact ACD• Ticket Escalations• Coordinate testing, training, and support of new software, technologies and projects.

Cary, North Carolina, United States

• Manage Help Desk operations & staff in a multi-state environment • Metrics, Reporting & Surveying • Oversee Help Desk scheduling, escalations, and procedures to ensure that Help Desk SLA’s are met• Manage and plan projects for software, desktops, databases and system implementation and support• Create and maintain documentation for QualityNet applications, network, databases and systems• Ensure all CMS network, data and computer security guidelines are met and enforced• Perform server backups and DR testing• Coordinate/conduct testing, deployment, and support of software • Work in partnership with CMS/QualityNet contractors • External Quality Review - ISCA (Information System Capabilities Assessment) audit for MCOs, CCOs, MHNs, and PIHPs• FISMA Audits, Document and monitor Information for FISMA Compliancy

Cary, North Carolina, United States

• Worked with proprietary applications and operational staff to ensure the database integrity, security and availability.• Installed and provided support for client/server applications• Prepared project plans and schedules for database and system related implementations and support efforts• Monitored the system to provide an efficient networking and database environment• Provided technical expertise and direction for users• Performed backup, recovery and maintenance of Oracle databases and Novell file servers• Assisted users with computer, operating system, or database related problems• Assessed and informed Network Engineer of future needs• Coordinated the data needs of users in the organization• Monitored system performance, tune databases and install system enhancements• Extracted data from Oracle databases for users needs• Requested and processed adhoc data from CMS• Supported and maintained Active Directory domain

Cary, North Carolina, United States

• Perform network support and administrative tasks• Troubleshoot local and remote network access and connectivity issues• Document processes and procedures for operations, Help Desk, trouble ticketing, network infrastructure• Train new and existing customers on computer systems, network environment, and security policies & procedures• Install and configure computer systems for new and existing customers• Lead and/or assist in networking and technical projects as assigned• Lead and/or assist in conducting training classes, including equipment setup and teardown, as well as teaching, depending on the class and the type of instruction• Oversee procurement, inventory and tracking of desktops, servers, network equipment, software and licenses • Oversee computer/network support relating to hardware and software problems• Maintain documentation for computer systems, applications • Perform and monitor network tasks such as server backups, restores, backup testing, and backup methodology, user account management, network addressing, workstation audits, workstation patching and server updates• Support and maintain Active Directory domains• Lead or assist in planning projects for CCME software/hardware testing, deployment, and support• Lead or assist in server and desktop patch management• Assist in web and email filtering, server and desktop security testing, installation, and support

Cary, North Carolina, United States

• Perform general network support and administrative tasks• Assist with network task such as server backups, restores, backup testing, and backup methodology, user account management and workstation audits and patching. • Assist with VOIP and phone issues • Troubleshoot local and remote network access and connectivity issues• Assist in documenting Networking & Help Desk processes and procedures • Train new and existing customers on workstations, network environment, and security policies & procedures• Install and configure desktop and laptop systems for new and existing customers• Assist in networking and technical projects • Provide coverage for the Help Desk

• Hardware & software support of all student and faculty computer systems