Jonelle Simmons Email & Phone Number

Altamonte Springs, Florida

Altamonte Springs, Florida

• Work with the support center to troubleshooting issues with customers, MFR staff, and/or vendors• Identify enhancement requests and work with vendors and Project Management Office to develop these ideas.• Create documentation on support issues, enhancements, and new products.• Responsible for coordinating support issues with vendors and determining the escalation action required.• End to end communications with internal and external customers to ensure resolution.• Provide support / training during the initial stages of deployment for new products & services• Act as primary point-of-contact for initial roll-outs to identify emerging patterns/issues• Revamped the Support Center reporting from a 6-hour process down to 30 mins using various techniques in excel.• Developed Reporting stats for the Tier 2 department to identify support trends with vendors and products.

Maitland, Fl

• Tier 1 MLS support to over 40,000 licensed Realtors, Brokers, Appraisers and unlicensed Assistants.• Designed an Office 365 SharePoint Team Site for MLS Call Center Team to quickly access departmental information.• Developed internal Wiki Support Knowledgebase that is now used as central location for MLS Support techs to quickly access MLS product support information • Created New Customer Orientation packet providing new MLS Members basic information on MLS tools and how to access products.

Maitland

• Primary point of contact for 20+ clients working with Client Partners, Account Executives, and prospective (and existing) clients to understand client business needs, goals, and expectations in order to appropriately scope services and solutions.• Recommended process improvements to provide more efficient service delivery and increase quality for clients.• Developed and implemented support standards and processes for consistent service delivery to successfully reduce call handle times by 40 seconds and error rates by 50%.• Monitor the quality, consistency, and satisfaction of services delivered• Analyzed data from interval performance to ensure contracted metrics were being met or exceeded. Addressed any performance slippage through appropriate remediation of services, personnel, technology or expectations.• Work with the client to develop strategies for issues as a result of service failures in order to meet expectations and return to satisfactory service levels.• ServiceNow Domain Administrator for over 70 clients.• Perform User Acceptance Testing “UAT” on ServiceNow updates before being placed into production.• Author Knowledge Base articles using HTML 5 for agents to deliver client specific tier 1 support.• Coordinate remote helpdesk deployment to new clients upon agreement between client and Ellucian• Develop and conduct training of helpdesk agents on new client specific technologies, processes and policies

• Coordinate over 28 helpdesk deployments to new clients within project scope and budget (8 week projects).• Develop Project Plan for start to finish tracking of all deliverable's within contract terms.• Facilitate data collection and knowledge transfer of existing client policies and support procedures.• Recommend best practices for any support areas identified during deployment to improve service delivery to end users.• Assist with training and system data population of ITSM ServiceNow ticket tracking system.• Author HTML Knowledge Base articles for remote helpdesk agents to support client.• Train helpdesk agents on client specific technologies, processes and policies.• Facilitate the relationship between the site operations and Account Management and/or Implementation personnel/select external client personnel.• Provide guidance to helpdesk technicians on the proper resolution of difficult calls• Monitor the quality, consistency, and satisfaction of services delivered• Act as a consultant in ongoing client relationships to ensure retention of the client and resolution of service issues.• Work with account management and the client to develop strategies for client issues as a result of service failures in order to meet client expectations and return to satisfactory service levels.• Setup new client services and new client contracts to ensure services being delivered as agreed upon.• Create/Update knowledgebase articles used by Central Help desk to deliver customized service.• Analyze data for trends which can be used to proactively identify opportunities for service improvement.• Provided one on one and group training sessions on newly implemented technologies• Create and implement new training guides for technicians

Network Operations Center Technician• Created reports for high-level briefings discussing the status of the network• Reported on network connectivity, satellite connections for the Department of Defense, including National Data Center (NDC), and AFTAC Distributed Subsurface Network ADSN. • Charged with maintaining $4 million dollars in personal computers and peripherals operational for a global mission. • Created and implemented operational checklists, policies and procedures to maintain organizational network security. Desktop Technician•Conducted ongoing computer skills training to Organization Computer Managers (OCM) and assists with technical computer issues outside the scope of OCM’s abilities.•Trained all new OCM’s on proper support and troubleshooting procedures. •Image and maintain desktop and laptops•Ensured over 54 OCM’s received system updates--ensured 100% proficiency.•Managed triage of all incidents to reduce downtime. •Created and implemented operational checklists for system platforms covering four separate networks•Managed helpdesk functions and processed various reports indicating system patch and trouble ticket status using the Remedy Action Request System. •Responded to over 100 customer phone calls, 150 walk-ins, and 200 computer system problems in the period of a year. •Led testing and migration efforts from Windows 2000 to Windows XP and 2003 Servers by Air Force deadline.Equipment Control Officer• Managed the Automated Digital Processing Equipment (ADPE) providing command, control and communications for the United States Atomic Energy Detection System. • Implemented policy and procedures to ensure accurate and effective ADPE management practices throughout the organization.• Maintained and resolved discrepancies of 8,750+ record Information Processing Management System database. • Provided guidance, feedback, direction, and supervision to 84 Equipment Custodians assigned to the organization and its operating locations.

Certificate, Leadership And Professional Management Training Classes

Communications Computer System Operator, Computer And Inforation System Management