Kendra Mcclendon Email & Phone Number

Cleveland/Akron, Ohio Area

Responsible for mission-critical enterprise systems such as Laserfiche, Frontline (Aesop/Applitrack), and associated integrations. Coordinates with Administrative departments and business partners on system upgrades, and large-scale troubleshooting. Coordinates with HR/Payroll staff to ensure EMIS compliance of staff records. Regularly utilized Microsoft Active Directory and third party software security to apply security role access across integrated applications and systems. Document… Show more Responsible for mission-critical enterprise systems such as Laserfiche, Frontline (Aesop/Applitrack), and associated integrations. Coordinates with Administrative departments and business partners on system upgrades, and large-scale troubleshooting. Coordinates with HR/Payroll staff to ensure EMIS compliance of staff records. Regularly utilized Microsoft Active Directory and third party software security to apply security role access across integrated applications and systems. Document recurring issues and resolutions in ticketing software or the department Wiki for troubleshooting reference. Show less

Canton, Ohio Area

Provided remote support to Cbord customers with access for faculty and students around campuses. Handled on an average 10 to 12 remote maintenance/ support tickets for universities across the country. Assisted with installation and troubleshooting of access hardware installation. Documented white papers for internal and external use.

Cleveland/Akron, Ohio Area

Studying coding, frameworks, and methodologies in a collaborative, career-focused environment. Partnered with peers on multiple software development projects to gain hands-on experience throughout intensive 12-week program. Developed web applications to showcase full stack development skills, creating a Virtual Pet application, Fortune Teller website, and other web-based programs leveraging C#, JavaScript, MVC, .NET, HTML, CSS, and SQL.

Uniontown, Oh

Provided first-call resolution of technical issues, working with both business and consumer clients to troubleshoot problems, identify root causes, and implement corrective actions. Acted with diligence to correct issues and mitigate ongoing issues, only dispatching field-based support when issues could not be solved via remote assistance. Responded to customers’ product, process, and billing queries. Supported optimal uptime of banking and telecommunications equipment, meeting performance… Show more Provided first-call resolution of technical issues, working with both business and consumer clients to troubleshoot problems, identify root causes, and implement corrective actions. Acted with diligence to correct issues and mitigate ongoing issues, only dispatching field-based support when issues could not be solved via remote assistance. Responded to customers’ product, process, and billing queries. Supported optimal uptime of banking and telecommunications equipment, meeting performance targets whether working with technicians in maintaining Diebold ATMs, or working with consumers on telecom installs and upgrades. Managed a heavy call volume, addressing and resolving 20+ trouble tickets per day, demonstrating strengths in diagnosing issues, following technical maintenance protocols, and communicating effectively with diverse users. Show less

Continued to be engaged in a professional arena while also focusing on family, stepping away from technology career and working within the creative graphic design field. Secured repeat and referral business by delivering creative, high-quality designs leveraged for print promotions, book covers, and other key branding collateral. Achieved stringent production schedules with nonnegotiable deadlines, particularly critical when designing book covers for print and eBook publishers;… Show more Continued to be engaged in a professional arena while also focusing on family, stepping away from technology career and working within the creative graphic design field. Secured repeat and referral business by delivering creative, high-quality designs leveraged for print promotions, book covers, and other key branding collateral. Achieved stringent production schedules with nonnegotiable deadlines, particularly critical when designing book covers for print and eBook publishers; retained several authors and publishers as clients for more than 7 years. Show less

Uniontown, Oh

Responded to customers’ product, process, and billing queries while representing leading telecom brand Time Warner Cable. Confirmed installation requirements and scheduled installations, as well as answered billing questions. Handled on an average 30- 40 calls a day, both inbound and outbound and assisted customers in the installation of their services. Documented the customer queries and information into the client systems.

Chandler, Az

Gained extensive experience working with database-driven software while providing telephonic and online technical support to McKesson users. Coordinated ticket troubleshooting from initial intake to completion, reviewing, assigning, and escalating open trouble tickets to technical support staff based on the specifics of each issue.Served as a ‘go-to’ resource for handling high-profile clients’ needs—during installations, upgrades, and other software setup and customization… Show more Gained extensive experience working with database-driven software while providing telephonic and online technical support to McKesson users. Coordinated ticket troubleshooting from initial intake to completion, reviewing, assigning, and escalating open trouble tickets to technical support staff based on the specifics of each issue.Served as a ‘go-to’ resource for handling high-profile clients’ needs—during installations, upgrades, and other software setup and customization projects—providing expert-level knowledge of software functionality and UI. Show less

Phoenix, Arizona Area

Supported the technical needs of an 80+-person team, trained staff in the use of Windows NT and Microsoft Outlook, and provided reference tools and documentation to reduce help desk calls and support workplace efficiencies. Documented installation and configuration instructions for application server to facilitate optimal uptime and technical support. Developed an improved call center reporting strategy to better meet end-user needs, creating first-time reports to provide performance… Show more Supported the technical needs of an 80+-person team, trained staff in the use of Windows NT and Microsoft Outlook, and provided reference tools and documentation to reduce help desk calls and support workplace efficiencies. Documented installation and configuration instructions for application server to facilitate optimal uptime and technical support. Developed an improved call center reporting strategy to better meet end-user needs, creating first-time reports to provide performance transparency and to identify opportunities for continuous improvement. Pinpointed and corrected procedural noncompliance related to the documentation of technical triage calls; implemented quality assurance process to dramatically improve compliance and increase calls documented by 60%. Show less

Phoenix, Arizona Area

Maintained integrity of 35+ Btrieve transactional databases—within a medical triage call center—coordinating weekly and monthly provider data imports for 20+ repositories. Managed file extractions for export and import into remote client-site databases. Supervised technical implementation of new client databases and provided ongoing desktop and network support. Developed an improved call center reporting strategy to better meet end-user needs, creating first-time reports to provide… Show more Maintained integrity of 35+ Btrieve transactional databases—within a medical triage call center—coordinating weekly and monthly provider data imports for 20+ repositories. Managed file extractions for export and import into remote client-site databases. Supervised technical implementation of new client databases and provided ongoing desktop and network support. Developed an improved call center reporting strategy to better meet end-user needs, creating first-time reports to provide performance transparency and to identify opportunities for continuous improvement. Standardized technical implementation processes and systems, developing first-time data analysis procedures, a data import tracking system, and continuous quality improvement reports to identify opportunities to elevate outcomes. Show less

Certificate Of Software Engineering

Infomation Technology, Information Technology, 3.5

Graduated with Bachelor's in Information Technology