Eugene Long Email & Phone Number

Provides high quality TIMS/GTIMS customer support for HQ & squadron personnel by email and phone support to users in the DOD. Provides initial GTIMS troubleshooting and coordinates with the GTIMS software team. Assists customers in using, modifying, and implementing various modules within GTIMS. Conducts training for users on all aspects of the TIMS/GTIMS program.

Randolph Afb, Tx

Provides high quality TIMS customer support for HQ & squadron personnel by over the shoulder and phone support to users of the application. Provides initial TIMS troubleshooting and coordinates with the TIMS software team. Works with the AETC customer, by recommending methods of integrating TIMS into existing business Practices. Helps with the coordination and replacement of required hardware and software for TIMS. Assists customers in developing requirements for any desired enhancement to the TIMS software. Responsible for monitoring SQL Server Database and local servers. Conducts one-on-one and small group initial, follow on, and refresher training. Assists users in accessing and using TIMS to include loading and configuring TIMS software on local and remote computers. Beta Tests new TIMS versions as required.• Selected for Northrop Grumman’s 2015 Quality is Personal Award.

Conducted Call Center operations by taking incoming calls and providing technical assistance, to include password rests, unlocks, system and hardware troubleshooting. Provided first call resolution for over 50 software applications utilized by 12 major hospitals in 5 geographical regions supporting over 12,000 individual user profileHelped create and maintain Call Center knowledge base, first utilizing a Sharepoint Wiki and later RoboHelp web interface information system for all Call Center Analysts to use.

Team Lead responsible for supervising, monitoring, documenting, and training five analysts in call center and server room operations. Routinely monitored server farm for environmental factors, equipment status, and ran system diagnostics and backups as scheduled or required. Monitored Baptist Health System end-of-day financial processing, identifying any anomalies and contacting the appropriate administrators to facilitate corrective action. Helped establish standardized downtime procedures and created a checklist for Team Leaders to follow, enabling faster resolution of system or application interruptions. Created and provisioned user accounts, from approved requests, enabling personnel access to applications needed to accomplish healthcare taskings.

Bachelor'S Of Business Administration, Information Systems

Associate Of Arts And Sciences (A.A.S.), Search And Rescue Operations