Jillian Walker Email and Phone Number

Led cross-functional collaboration to optimize user experience for global retail employee learning software at Nike• Coordinated global updates with software vendor and internal teams to minimize downtime• Improved SLA for ticketing queue by troubleshooting and resolving issues promptly• Updated documentation for help desk and team to facilitate efficient issue resolution• Created quality reviews for any incorrectly resolved issues that needed to be referred to other teams• Implemented new features within the application to improve the onboarding experience• Provided updates to documentation and created documentation for departmental procedures

🔹 Technology Leadership: Proficient in guiding and mentoring cross-functional teams towards achieving project objectives, streamlining operations, and enhancing technical performance.🔹 Project Management: Expertise in planning, executing, and closing projects on time and within budget, utilizing Agile and Lean methodologies to drive efficiency and innovation.🔹 Problem Solving: Adept at diagnosing complex technical issues and implementing creative solutions to optimize performance and maximize ROI.🔹 Technical Proficiency: Skilled in harnessing emerging technologies, such as RingCentral, INcontact, and other dashboards for telecom to drive business growth and streamline processes.🔹 Team Collaboration: Effective communicator and collaborator, fostering productive relationships with stakeholders, engineers, and designers to ensure seamless project execution.🔹 Strategic Planning: Capable of aligning technology initiatives with organizational goals, developing long-term roadmaps, and prioritizing high-impact projects.🔹 Continuous Learning: Committed to staying updated on cutting-edge technologies and industry trends to drive continuous improvement and innovation.🔹 Security and Compliance: Ensure robust security measures and compliance standards are upheld across all technology initiatives.🔹 Vendor Management: Proficient in evaluating and selecting technology vendors, managing vendor relationships, and optimizing vendor services.

🌐 Technology Integration Expertise: Played a pivotal role in supporting and facilitating technology upgrades, including the transition from Skype to Microsoft Teams, Windows 10 upgrades, and RingCentral phone setup and VOIP migration.📱 Mobile Device Management: Proficiently managed both Android and iOS devices using MobileIron, ensuring optimal functionality and security.🛠️ Hardware and Software Support: Delivered comprehensive help desk support, addressing user inquiries and troubleshooting phone and iPad issues, with a strong emphasis on problem resolution.📞 Phone Procurement and Maintenance: Oversaw the procurement of new phones and hotspots for employees, handling replacements and setups, and maintaining accurate records of transactions and actions using ServiceNow.📋 Requirements Analysis: Collaborated with staff, users, and management to gather requirements for new applications and modifications, actively contributing to enhancing technology solutions.📚 Training and Documentation: Developed training materials and procedures, empowering users to leverage hardware and software effectively.🔌 Hardware Setup and Maintenance: Demonstrated proficiency in hardware setup, installation, and minor repairs, following design and installation specifications.🔧 Continuous Improvement: Stayed updated on the latest technology trends through research, conferences, and seminars, continuously seeking opportunities to enhance hardware and software solutions.💼 Vendor Collaboration: Facilitated vendor relationships, coordinating service requests and escalating major hardware or software issues for resolution.🔑 Access Management: Skillfully managed user access using Active Directory, ensuring seamless equipment setup and user empowerment.

🔐 Data Security and Compliance: Meticulously documented help desk information and procedures, actively contributed to data loss prevention procedures, and responded promptly to intrusion detection software, virus, and malware alerts, safeguarding sensitive information.🔍 Security Oversight: Conducted regular email checks to identify and address possible security issues, while also completing compliance checks for routine audits, ensuring adherence to industry standards.📜 Documentation and Backups: Maintained detailed records and ensured the daily backups of all servers, prioritizing data integrity. Additionally, imaged monthly VMware backups for data redundancy.🛡️ IT Security Tools: Skillfully installed and managed help desk software, collaborated with Quorum backups for servers, and administered monthly phishing tests and information dissemination to enhance security awareness.🚀 User Provisioning and Support: Proficiently provisioned new users and provided support for UFS account information, streamlining user onboarding and enhancing access management.📞 Help Desk Support: Resolved user inquiries related to computer software and hardware operation, ensuring prompt problem resolution and user satisfaction.🔧 Equipment Setup and Maintenance: Demonstrated expertise in setting up equipment for employee use, ensuring the proper installation of cables, operating systems, and software.📊 Evaluation and Improvement: Prepared evaluations of software and hardware, offering valuable insights and recommendations for improvements and upgrades.🖥️ Systems Performance: Monitored and oversaw the daily performance of computer systems, proactively addressing issues to minimize disruptions.📋 Requirements Analysis: Collaborated with staff, users, and management to establish requirements for new systems or modifications, actively contributing to technology enhancements.

• Documented detailed help desk tickets and resolutions• Remote desktop and over-the-phone support• Custom software – provided remote desktop and over-the-phone support for over 40 proprietary applications• PDAs/smart phones• Printer, scanner, fax and MFD (Multi-Function Device)• Worked closely with Northwestern Mutual’s Windows 7 upgrade project• Answer user inquiries regarding computer software or hardware operation to resolve problems.• Confer with staff, users, and management to establish requirements for new systems or modifications.• Oversee the daily performance of computer systems.• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.• Refer major hardware or software problems or defective products to vendors or technicians for service.• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.• Enter commands and observe system functioning to verify correct operations and detect errors.

• Answer user inquiries regarding computer software or hardware operation to resolve problems.• Upgraded and replaced laptops and desktops as they were cycled out• Document issues by creating tickets and resolving tickets with the solution• Refer major hardware or software problems or defective products to vendors or technicians for service.• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.• Refer major hardware or software problems or defective products to vendors or technicians for service.• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.• Enter commands and observe system functioning to verify correct operations and detect errors.

• Worked on repairing desktop towers that were former classroom computers. • Reinstalled Windows XP as well as changed settings so that the desktop computer would work as a project computer for another student.