Jennifer Callahan Email & Phone Number

Dallas/Fort Worth Area

Production support for all aspects of a direct marketing platform that involves integration with multiple vendor applications, as well as in-house applications.Designed & implemented change management process for use by IT departmentCritical incident management involving communication to all levels within the company.

Production support for all aspects of a direct marketing platform that involves integration with multiple vendor applications, as well as in-house applications.Designed & implemented change management process for use by IT departmentCritical incident management involving communication to all levels within the company.

Arlington, Tx

Software support for proprietary learning system and self-evaulation system. Analyzed code issues (MySQL, PHP, python, javascript) and provided suggested fixes.Created and maintained process and procedure documentation and performed knowledge transfer and educational sessions. Designed and created MySQL reports, at customer support teams’ request. Collaborated in research, design, planning and implementation activities for new releases.Participated as team member in planning, testing and implementation for system releases.Consistently met or exceeded SLA requirements for incident and request resolution.

Provided level two support including problem, incident, change management, and request management for European installation of HP Service Manager asset and service management suite.Implemented, tested and optimized as sole support of customized eProcurement application. Created and maintained process and procedure documentation and performed knowledge transfer and educational sessions. Designed and created SQL reports resulting in increased billing efficiency. Collaborated in research, planning and implementation activities for new releases.Participated as team member in planning, testing and implementation for client go-lives.Designed customized code per client request and mentored team members on creation of specialized code.Consistently met or exceeded SLA requirements for incident and request resolution.Received recognition for problem management abilities on issues requiring resolution within 8 – 24 hours and dedication in resolving issues for customers.

Irving, Tx

Provided client training on browser-based ERW/EMR software used in endoscopy clinics.Instructed doctors and clinic staff on use of system and proprietary remote interface.Provided implementation and troubleshooting support. Scripted and recorded software demos used by sales team. Created training CD presented to clients as reference source. Developed internal problem and enhancement tracking process and participated in weekly meetings to improve communication with software partners. Performed requirements gathering and testing for proprietary application.Served as mentor for new team members; provided training and documentation for sales and business account colleagues.

Plano, Tx

Provided level three support for Peregrine-based asset and service management system, including multiple regional implementations and new release activities. Managed interactions between different teams during problem resolution. Acted as Single Point of Contact for all activity in European region, including interaction with regional clients and support teams to determine organizational direction, liaison between regional clients, support teams and global organization and resource management. Managed implementation and provided onsite training for regional support team; traveled to Europe to conduct training and support sessions during initial implementation.Chosen to represent global support team in intense, onsite initiative focused on improving solution to meet client requirements regarding performance. Developed technical documentation; performed training duties for software user orientation.

Plano, Tx

Performed multiple roles in a systems management environment.Diagnosed and documented hardware problems and co-ordination of problem resolution with vendors and support groups. Documented problem calls and escalated problems to appropriate support groups. Executed scheduled maintenance and changes. Trained new team members as Team Lead and handled project coordination, scheduling, and resource management.

Ba, History, Anthropology

3,8 GPA

Some Graduate Work, Information Science