Amanda F. Email & Phone Number

Remote

Bowling Green, KY

• Implement the Fruit of the Loom Business Transformation Project to shift from internally managed Legacy systems to Oracle Enterprise Resource Planning (ERP) systems.
• Sustain and support current business systems such as Yunique Product Lifecycle Management (PLM), Oracle Product Information Management (PIM), Legacy Style Master, etc.
• Compose SQL queries to retrieve data for business use in data cleansing and reporting and also to enhance and improve methods of master data comparison and analysis.
• Use tools such as Microsoft SQL Server Management Studio and SQL Developer to perform database extracts that allow further data comparisons and analysis to sync master data throughout systems.
• Create system reports and supplementary stored procedures to support business processes using Microsoft Visual Studio.
• Assist in multiple trial data conversions and item validation from Legacy systems into Oracle.

Technical Support Services

• Provide Second Level phone support to Western Kentucky University Students, Faculty/Staff, Alumni, and Affiliates for various hardware and software problems.
• Troubleshoot basic client problems and gather the appropriate information to send a case forward to inquire about the issue itself.
• Escalate cases to the appropriate Third Level group for investigation and resolution.
• Work to train new Student Consultants on the various systems and resources available for troubleshooting purposes.
• Offer IT Chat Support to clients for a convenient and speedy resolution to requests and inquiries.
• Gather information from various communication channels, such as voicemails, and online imports to resolve client problems or send a case forward if necessary.

Technical Support Services

• Act as the liaison between Second Level Staff Members and Student Consultants.
• Attend regular Helpdesk Staff Meetings to provide a Student view of the proposed ideas as well as raise concerns and suggestions from the Student Consultant perspective.
• Serve as the Team Leader for one of two teams of approximately 5 Student Consultants including organizing and conducting meetings with Student Consultants to provide information on department news, policy changes, and.
• Actively partake in the training of new Student Consultants, and work with consultants to improve and perfect their professionalism, communication skills and confidence in the Mock Call process.
• Provide client support through various means, such as following up on voicemails left after hours or during peak call times, acting on online service catalog cases, and using chat support to resolve client problems in.
• Gather the necessary information to resolve the problem, or, in the case that the issue is not resolved by the troubleshooting of first level support, to escalate cases to the appropriate division within IT.

Technical Support Services

• Provide professional first level phone support to Western Kentucky University Students, Faculty/Staff, Alumni, and Affiliates.
• Deliver face-to-face support at the ResNet Front Counter checking in and out both University, as well as personally owned computers for hands-on troubleshooting by ResNet or Desktop Support.
• Document client contact information and any troubleshooting steps taken for each client encounter within division-wide software.
• Perform troubleshooting for many University specific problems such as attaining full network access from the Cisco Network Admission Control Agent, or using credentials to log in to university systems.