Elizabeth Shell Email & Phone Number

United States

New York, NY, US

Auburn, WA, US

• Performs daily case monitoring, escalation, incident handling, change processing, basic troubleshooting, standard reporting for all end users internal and external
• Follows all guidelines and controls for each process to ensure compliance and quality.
• Tracks the implementation of resolution tasks through the company portal by collecting, interpreting and responding to changes and testing within end user’s production data as appropriate and recommended by Microsoft.
• Provides regular and reliable reporting of relevant data to update and troubleshoot with administrators and end users.
• Thoroughly implements the end to end application support process and escalation procedures and is fully conversant with all support tools that will be used to provide effective support in the relevant area.
• Perfected the ability to multitask using management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple tickets with varying completion dates

• Interacted daily with internal employees, vendor relationships along with leadership staff ensuring business needs are being met and issues are resolved in a timely manner.
• Communicated with end- users to ensure that requests/problems are resolved, and users are satisfied with the resolution, initiating and following up on any additional required action
• Manages incidents in accordance with agreed upon and documented end-to-end Incident Management Process to include logging, triaging, analyzing, resolving, and following up on technological functional issues
• Assisted In the functionality of NetSuite Software for internal employees with Sales Orders, Purchase Orders On-Demand, Delivery Planning.
• Assisted in resetting and creating user access, passwords, and assigning roles.
• Escalates problems and incidents and assign inquiries to management and/or application teams as appropriate.

Jacksonville, Florida, US

• Provides application support to users of Microsoft Office 365 applications including Investigation, Diagnosis, Resolution, and Recovery while providing front-line administrator support for multiple customers
• Manages incidents in accordance with agreed upon and documented end-to-end Incident Management Process to include logging, triaging, analyzing, resolving, and following up on technological functional issues
• Trained and in-depth Knowledge of EHR systems (Epic, Apex, Cadence) to include command of integration points and current healthcare workflows across the healthcare team spectrum.
• Serves as the EHR technical and analytical resource supporting processes, systems, and workflows.
• Communicated with end- users to ensure that requests/problems are resolved, and users are satisfied with the resolution, initiating and following up on any additional required action
• Develops materials in response to observed trends and collaborates with the support team to proactively address potential learning opportunities

Ponte Vedra Beach, FL, US

• Responsible for the design, implementation, development, maintenance and support through multiple platforms of SharePoint developmentSharePoint On-premise 2003-2019, SharePoint Online/ SharePoint O365. Ensured the.
• Provided Low- and High-Level SharePoint ideas/insight and guidance in projects as well as execute the work, resolve issues and manage customer expectation.
• Provided customer service, training and support to end users, building SharePoint Site Collections
• Implements, develops, maintains, and troubleshoots process enhancements for internal and external sites.
• Executed high quality code and develops within the context of a pre-existing technical infrastructure.
• Designs and develops custom SharePoint modules to address various business needs to drive efficiency within the organization

Denton, Texas (TX), US

• Completed software builds from software development teams for deployment into a range of environments using a variety of tools
• Established a scheduled, automated process for regular, automated builds and deployments of all aviation tracked gear.
• Ensured build processes were followed and associated artifacts are created.
• Generated build logs and configuration management records identifying all objects included in each build for audit purposes and daily maintenance.
• Daily troubleshooting systemic issues, documented issues and worked to resolve problem in a timely manner.
• Made observations and recommendations to ensure that all information systems products and services meet naval standards and operational end-user requirements.

• Administrative lead of a migration SharePoint 2007 On-Premise to SharePoint 2013 On-Premise.
• Managed all SharePoint Portal Server Infrastructures, user access and application deployments for full project
• Implemented SharePoint 2013 across the organization, supporting the installation, configuration, security, operation and re-build of entire SharePoint 2013 Infrastructure
• Technical support of InfoPath forms, including communicating the location of form libraries, their purpose and workflows to SharePoint Lists.
• Examined Business Plan Requirement documents and created 11 Technical Design documents, system test and implementation plan for small to complex projects including Intranet Migration, Workflows, and OneDrive to be.
• Performed as the SharePoint Subject Matter Expert (SME). Providing technical guidance to the company IT team in the technologies related to the development and support of new SharePoint 2013 environment and features.

• Worked by phone and remote desktop support with new clients to manage the implementation and installation of business-to-business payment software and the MSSQL Database to support it
• Monitored all Implementation projects serving as liaison with Peak10 Cloud Operations Center and with IT-MSP.
• Maintained windows applications and services (.NET applications) and IIS hosted websites for all tech support cliental.
• Created and revised systems and procedures by analyzing operating practices, CRM record keeping systems, and forms control. Recommended implementing changes.
• Worked with customers and internal departments to implement clients on new ERP applications
• Assisted with 7 managing projects and delivered desired results before set timeframes

Reston, Virginia, US

• Provided information systems technical support to the NTCSS suite and NALCOMIS
• Conducted system backups, and daily system checks
• Released and printed batch reports as required to support client.
• ERP experience (VMWARE tools, VMWARE VSphere Power Client, HP store-virtual Centralized Management Console)
• Installed all Patch requirement and certificates on Windows Microsoft Server 2008+
• Management, and performed system checks of SQL UNIX Servers (2000,2008,2014)

Spring Branch, Texas, US

• Conducted audits, and management functions to ensure compliance with COMNAFAIRFORINST 4790.2, Computerized Self Evaluation Checklist (CSEC) database and User's Logistics Support Summary (ULSS) for PEMA Document.
• Ensured timely distribution, tracking, and follow-up of technical documents and manual changes and revisions.
• Developed and maintained program for Classified Technical media receipt, stowage, distribution, inventory, and disposition using an automated verification program.
• Managed and accountable for Portable Electronic Maintenance Aid (PEMA) computer devices to include Interactive Electronic Technical Manual (IETM) updates and Service Pack installations.

Washington, DC, US

• Supported Windows application, Exchange, and SQL with experience with Backup Exec, Exchange Server, and SQL server
• (Implementation Coordinator SA/A)- As the Systems Administrator worked directly with (SPAWAR) Space and Naval Warfare Systems Command, on the implementation of Software OOMA Upgrade 831-01.05.20
• Requested and processed PKI DOD Certificates, created the JAVA Key store
• Updated Sybase utilities and database management, resynchronized web services, built OOMA interface users
• Built configuring client workstations (for detachment/home/and NMCI)
• Troubleshooting for OPTIMIZED IMA to OOMA 5.20 Web Services connections

Associate'S Degree, Computer And Information Systems Security/Information Assurance

Computer Science

Education record