Kim Welch Email & Phone Number

Melville, New York, United States

Melville, New York, United States

Melville, New York, United States

• Subject Matter Expert (SME) for OneSign. OneSign is a single sign on solution (SSO). • Ownership for:o OneSign administration, SSO policy creation and maintenanceo on-going end user support for 9000 users and all system backupso creation and maintenance of OneSign procedure documentation and user guideso documentation maintenance for helpdesk staffo reporting on OneSign usage to project stakeholders (daily/weekly/monthly)• Assessed processes and procedures for improvements and standardizationEnvironment: Windows OS, OneSign, OneNote, MSOffice 365 - Word, Excel, PowerPoint, Outlook, AD, Teams, SharePoint, ServiceNow

1 New York Plaza

• Subject Matter Expert (SME) for Skype for Business supporting 80,000 users• Ownership of all white-glove training for all Directors and their assistants globally. Training provided in person for New York and over Skype for anyone that was remote• Provided group live training sessions over Skype 8 times a week• Managed all posts on Skype Jive site, answered community questions, published/approved all support documentation and responsible for Jive site design• Assisted in Skype entitlement access issues and all processes in relation to Skype• Created documentation for Zoom Jive site for new users and for use in conference rooms with control panels (Cisco and Crestron), when remote and for use on mobile devices• Assisted in high profile meetings to make sure presenter and attendees had no technical issuesEnvironment: Agile, Laptops and Virtual Desktops, Windows OS, Skype, Zoom, OneNote, MSOffice 2016 - Word, Excel, PowerPoint, Outlook, Zoom, Jira, Jive, SharePoint

Garden City, New York

• Ownership of all applications, solely supporting all 220 users, software move/add/changes, inventory, license tracking, and audits, on-boarding systems training• Active Directory password resets, account creation, group policy edits and group access• Streamlined business processes, automation of tasks, researched software solutions (internally or with vendors), tested the applications, presented findings to management, purchase ordering, contract signing, created workflows, software implementation (server and workstation), designed user experience, tested workflows, created user guides and training materials, trained all staff, and documented lifecycle of project and resolution to any nuances discovered, installed patches and upgrades• Virus prevention and support, disaster recovery• Vendor and service contract management, billing approval and budget tracking• Communicated to all staff for all planned or unplanned outages and any changes that would or could affect how they do their jobs • Ad-hoc and scheduled reporting creation and modifications for the firm including reports for external customer presentations (using built in reporting functions from applications as well as SQL reporting, basic SQL queries, ODBC, Spotfire), metrics reporting for business-critical applications• Assisted with application used for the internal phone extension management. (call routing, call groups, caller/manager permissions)• Mobile device setup, tracking and support• Backup for Director of IT, team lead for team members, managed interns/extern, distributed work, monitored team progressEnvironment: Windows and Mac OS, Android and iOS, MSOffice 2010 and 2013 - Word, Excel, PowerPoint, ProLaw, PracticeMaster, Artiva, Collection Master, Outlook, Filebound, Dameware, RemoteDesktop, Spotfire, Tableau, Qlikview, Spiceworks, Cisco Meraki, SQL, SSRS, Visual Studios, Acrobat Writer, Internet Explorer, Chrome, Edge and Firefox

Member of the Zumba Instructor Network (ZIN). Taught Zumba classes, licensed as of August 1st, 2009 and was teaching since September 15, 2009. Started out with one class a week but it went so well that I quickly went to teaching 5 classes a week in the same location. Took basic ZIN certification, Zumbatomic (Zumba for kids) format, Zumba Sentao and Zumba toning. Was a sub for other licensed instructors during this time as well. Hosted Jam sessions for our next level up instructors (Jammers) to teach other ZIN members new choreography. Went to annual constructor conventions in Florida to learn more about the different styles and formats so I can bring it back to my own classes.

Holbrook, New York

• Project manager, intranet application designer, workflow designer, process owner, application owner (Domino Server) & administrator for Remote Access (VPN) for over 12K global users & 1.4K external business partners.• Managed all teams needed to make enhancements to Remote Access tools for IT staff & end users, providing direction & ensuring enhancements rolled out on time & without limits on application use. • Held routine conference calls, providing meeting minutes to stakeholders & time-lines for management on all enhancement projects, from concept through completion. • Requested, designed, tested, documented & approved all Remote Access application updates, providing training for end users & technical staff as well as reviewing & improving all related process flows.• Managed global hard token processes for employees & business partners, as well as replacement projects, management of stock around the world, management of regional / local stock owners, & token stock ordering worldwide, resulting in timely administration of all requests. • Problem solver, worked with non-technical corporate staff, interviewing them to automate repetitive processes or fix issues with existing software. I designed enhancements to existing software applications as well as created brand new applications when required. I created required corporate documentation, process flow-charts using Visio, & designed user interface prototypes for approval. I held meetings with software developers to translate this business need to technical teams, & ran projects through testing & validation to roll out the enhancements. • Maintained company-wide technical knowledge database & ensured validity of data (Intranet).• Monitored business processes in order to determine potential process & system improvements & automation opportunities. Defined workflow for improvements.• Monitored Remote Access Security requirements & never failed an audit all due to my diligence & organizational skills.

Bohmemia, New York

• Directed the moving & setting up of several IT Help Desks, meeting or exceeding targeted indexes which were directly reflective of the superior organization provided.• Automated approximately 75% of tasks involved in measuring effectiveness & responsiveness of the IT department worldwide, utilizing & developing an application called the Mexsi Feedback Training Tool (MFTT). • Tracked user survey scores (improvements & declinations), managing action items created as a result & generating reports on all uploaded data.• Led project for the creation of a centralized Help Desk. This new support team of 45 agents was external to Orange and due to cost or language barriers, it was moved to several different countries until it was brought back internal to Cairo, Egypt in 2007-2008. I was responsible for the project to training all new support staff each time it was relocated.• Took training course and became the (Remedy is the official name of the application but since it was customized specifically for Orange it was renamed Genergy) Genergy Administrator, managing customizations of the application globally and all changes to work flows/processes within the system. Created documentation and trained staff on tool. Acted as the Genergy “Champion” point of contact for all of North and Latin America.• Trained agents, support staff, and Leads on use of tool, resulting in optimal use of application.• Established and maintained corporate knowledge base which housed all technical documentation used, ensuring data was easily accessible and incidents could be solved at first level or routed correctly to next level.• Created processes for new teams, resulting in faster incident resolution / routing, more incidents closed during first call, improved customer service, and better trained agents.

Bohemia, New York

• Provided on-site support and installation for software and hardware, Windows OS environment (Windows 95, 97 when I started Orange and they now use XP and Win 7), new equipment set up, network administration, and troubleshooting at three locations.• Designed database to track IT requests using Lotus Notes.• Provided all support for all users in 2 local sites (and another in NYC) about 600 staff, Software support and hardware support, rolled out new computers, move/add/changes and kept inventory of all equipment, network and personal printer support, basic networking support and admin, providing rights to shared directories and setting up new users, liaison for networking team to make changes on physical LAN/WAN equipment when needed (run commands, backups, reboot), purchased equipment and software/licenses as needed.• Technical Instructor for new hire orientation and end-user training – created training documentation and references.• Developed monthly and ad-hoc reporting in the application for management. • Owner and creator of system user guides.

New York, New York

• Responsible for network administration, hardware and software support, printer support. All Microsoft products support (Microsoft Office Suite, Word, Excel, PowerPoint, Access)• Granted rights to servers, directories and files. Novell network.• Tested new applications prior to company roll out.• Provided support for all incoming technical support calls.• Assisted users over the phone or using PC Anywhere to remotely access and troubleshoot their machines.• Installed upgrades, software packages, hardware, printers and proprietary applications as needed.

Plainview, New York

• Managed a support team responsible for all technical support at 2 locations.• Provided software installation, troubleshooting (All Microsoft products support - Microsoft Office Suite, Word, Excel, PowerPoint, Access), software training, work stations moves, phone extension management (phones lines, fax machines and networking switches), hardware upgrades, and printer support.• Created macros in MS Visual Basic, Transferred all documents and macros from WordPerfect to Microsoft Word when MS Office was rolled out for the first time.• Designed and rolled out an order tracking tool that monitored the customer’s order status, workflow owners and editors, file locations, and designed all application reporting. Created all application documentation and user guides. Trained all users on every aspect of the tool used company wide. • Implemented initial use of Email via Microsoft Outlook company-wide.• Created accounts for all employees on network and email system.• All computers were DOS based when I was hired. I was hired to bring all users into the Windows world. I set up and installed software on every new machine and trained all users how to use a mouse and every application they would use daily. Created the user/training guide for any new applications and provided classroom training sessions.