Karen Gambrell Email & Phone Number

Raleigh, North Carolina, United States

Raleigh-Durham, North Carolina Area

Raleigh-Durham, North Carolina Area

Raleigh-Durham, North Carolina Area

Raleigh, Nc

Managed multiple on-going IaaS projects, daily client interaction and communication, timeline and critical task management, coordinated across multiple groups and resources and resolved project related issues.Managed a workload of 20 to 40 medium to large projects at one timeOversaw all aspects of new client implementations, existing client upgrades Completed projects within designated timelines, issue identification / resolution, and customer deliveryEnsured clients clearly understood status of project throughout all phases; including completed tasks, pending deliverables, and outstanding itemsCoordinated internal and external resources to ensure client and company objectives are metPerformed daily project tracking including resource management, inventory allocation/tracking, and workflow supervision of multiple projectsCollected and recorded installation documentation including customer set-up documents and configuration related informationCreated and executed project work plans and revised when appropriate to meet changing needs and requirementsSummarized progress of project and prepared interim and projected completion reportsReviewd deliverables prepared by team before forwarding to the clientsEffectively applied TierPoint methodologies and enforced project standardsFacilitated internal team and customer meetings effectivelyHeld regular status meetings with project teamSuggested improvements to internal processes along with possible solutions to be more efficientComplied with and helped to enforce standard policies and proceduresEffectively interfaced with Business Operations organization for billing and contractual tasksTrained employees and clients on ticketing system and new processes.

Raleigh, Nc 27609

Responsible for the management of multiple on-going projects, daily client interaction and communication, timeline and critical task management, coordination across multiple groups and resources and resolving project related issues.Oversee all aspects of new client implementations, existing client upgrades and internal projects. Responsible for timely project completion, issue identification / resolution, and customer delivery. Ensure clients clearly understand status of project throughout all phases; including completed tasks, pending deliverables, and outstanding items .Coordinate internal and external resources to ensure client and company objectives are met. Perform daily project tracking including resource management, inventory allocation/tracking, and workflow supervision of multiple projects.Collects and records installation documentation including customer set-up documents and configuration related information.Create and execute project work plans and revise when appropriate to meet changing needs and requirements.Summarize progress of project and prepares interim and project completion reports.Review deliverables prepared by team before forwarding to the clients.Effectively applies our methodology and enforces project standards.Facilitate internal team and customer meetings effectively.Hold regular status meetings with project team.Suggest improvement to internal processes along with possible solutions to be more efficient. Comply with and help to enforce standard policies and procedures.Effectively interface with Business Operations organization for billing and contractual tasks.

Raleigh-Durham, North Carolina Area

Work with the ticketing system, customer liaison for Tier 2, and main contact for the customer throughout the ticket cycle.Working with a team in a NOC environment ensuring SLA’s are met in response to events and customer requests.Conduct customer follow up to ensure customer support requests have been completed to the customer’s satisfaction.Communicate and coordinate with third party Support and Network Operations Centers.Respond to events generated by monitoring systems, perform trouble analysis, and perform level one troubleshooting.

Raleigh-Durham, North Carolina Area

Analyze and resolve hardware issues including replacing hard drives, system boards, components of system board.Provide hands on support for Network team.

Analyzed, resolved, and performed computer hardware and software support, installation and mechanical upgradesEvaluated and resolved LAN problems and hardware issuesAssisted administration, faculty and staff in solving computer related problems through an instructional approachAssisted users, and trained colleagues in installed systems and programsCreated and maintained user logins and passwordsEvaluated, purchased, and configured laptops for use on campus by students and staff.Assisted with planning, implementing, and testing of new data cablingDesigned and taught computer classes for grades 5 – 8Coordinated scheduling strategies for data network installationsSupervised and coordinated contractors engaged in problem-solving, monitoring, and installing data communication equipment and softwareAttended technical conferences and seminars as professional development to stay current with product developmentsRead technical manuals, confer with users, and conduct computer diagnostics to determine nature of problems and provide technical assistanceCollaborated with multiple vendors to bring new technology in-houseRecommended, purchased, and coordinated installation of Promethean Boards, Smart boards, and projectorsCoordinated and supervised installation of new VOIP phone systemProvided staff development training for Promethean boards, Smart boards, and phone system

Provided "Best Practice Troubleshooting" training (which included network connectivity, operating system errors, monitor errors, and printer issues) for Tech Contacts throughout school system.Evaluated and resolved hardware, software, and network connectivity issues via phone, email, and one-on-oneEvaluated software with Novell on Windows 2K and XP clients including generating documentation, resulting in software approval or denial based on compatibility with current systems and software.Tracked, reassigned, closed, and completed journal entries for all technology issues using the HEAT trouble ticket program.Developed and implemented new systems for processing technology requestsTrained staff on MS Office products and hardware troubleshooting.Developed and presented recommendations for equipment purchases in order to replace legacy systems and provide an upgraded system.Assisted Technology Coordinator with grant proposals and recommendations.Acted as liaison between repair vendor and school to coordinate equipment pickup, repairs, and delivery.Developed systems for staff to easily access documents and folders on server

Provided technical support for all hardware and software. Trained staff and students how to use technology and software programs. Liason between district wide technicians, vendors and school. Assisted with grant writing for new technology. Developed and implemented new strategies to improve response time to technical requests. Project Manager for hardware moves and new hardware installs.

Master, Information Systems

Activities and Societies: Peer Mentoring

Bachelor'S Degree, Computer Information Systems