Managing support desk staff and field technicians throughout the continental United States.

Serving as escalation point for service desk, addressing installations, how-to’s, and operational issues raised by the end-user community.Acting subject matter expert for O365 applications in addition to Teams, SharePoint, and OneDrive.Perform as triage for email support group, including prioritizing issues, escalating to O365 admins, and addressing non-administrative tickets.Providing lifecycle manage duties; example decommissioning, upgrading existing applications, and introducing new software.Involved in multiple projects including:• Migration of Blueciello Meridian to SharePoint• Enterprise-wide migration of Windows 7 to Windows 10• On-boarding OneDrive• Migrating network drives to SharePoint and OneDrive• Testing compatibility of existing Windows 7 applications in Windows 10, and documenting installation to provide to packagers• Deployment of Microsoft Teams Rooms globally which includes configuring, deploying, and providing end-user support

Served as the initial point of contact for users’ inquiries and software issues and coordinating with next tier of support and developers for quick and courteous resolutions.- Provided inbound customer support to clients reporting technical issues, software customization, and how-to questions submitted via phone and email- Responsible for development of Detailed Functional Design Specifications (DFDS) for client projects by working directly with the client to understand business requirements and translating those into instructions that will be used by the project services team to perform the configuration services needed for the project.- Liaison between clients and next tier of support. Assisting clients from issue initiation through resolution or escalation.

Provided dedicated onsite IT support to traders and front office commercial staff within a high-pressure, fast paced, and demanding environment. The primary objective was to resolve IT issues in real-time, mitigating the impact on critical Trading activities. - Provided real-time IT support for Traders and Trade Floor personnel, resolving operational issues quickly so as to minimize impact to business operations- Maintained good working relationships with various stakeholders including Trading business users, IT service partners and management, supplier partners and vendors- Worked with the Trading SOM Service Integration team and other IT operational teams, to coordinate effective resolutions to operational issues- Delegated for the regional Trader Support Team Lead when appropriate- Facilitated local deployment of Group software rollout projects as required

Promoted to Business Analyst position in the Manufacturing Functional Competency Center. Providing functional expertise in business process for areas of Ensure Quality Products (eg. Lab systems) and Ensure Plan Delivery (eg. Oil Movements) and leverage expertise of Manufacturing connected applications. - IT Business analysis work on project, discretionary, and operational items. This would include Business Analysis, Business Requirements Definition, Business Solution Design, Functional Specification & Acceptance Criteria, and Acceptance Test Plan and ManagementUnit, system integration and E2E process testing for new enhancements, projects - Performs or facilitates change management communication to the user community on future IT solution changes- Liaise with a diverse set of Manufacturing business, TaCIT, Info & Data, Functional and ITSO IT stakeholders- Act as a functional expert for Ensure Quality Products and Ensure Plan Delivery- Capture and analyze business process requirements in project, discretionary, operational items- Support ITSO operations in security, incident/problem management, change management and other run and maintain activities as a Functional and Business process expert- Champion global streamlined enterprise business processes and information standardization, as well as all IT procedure and policies

Delivered end-user support to Oil Products business users. Acted as a "Single Point of Contact" for Oil Products business application support. Provided end-user call logging and call resolution, simple "how to” and support in Oil Products business application portfolio, and incident escalation and restoration of normal IT service operations. Key Focal Point for Support Desk Initiatives (i.e. Shell Canada On-boarding, Business Continuity Planning, etc). Primary focalpoint for Manufacturing applications in the Americas region.Duties included:-Respond to all user calls in a customer-focused and timely manner as per service level, and maintain a high level of customer satisfaction.-Participate in on-call rotation for reactive support and respond to monitoring alerts in a timely manner. -Operate effectively with minimal supervision, and take "end-to-end” call ownership until the call is resolved and closed in accordance with end-user satisfaction.-Provided end-user support in line with OP IT standard global support processes and enabling tools, for example:--Troubleshoot and resolve call tickets as per SLA (70% first call resolution)--Demonstrate application or simple business process "how to” if needed--Escalate and route unresolved call tickets as incidents to relevant support teams, and work together to restore normal IT service operations as quickly as possible-Adhere to OP IT BAM operational standards and procedures, especially time writing.-Collaborate with Incident Management Team, Problem Management Team, and other support groups inside and outside Shell to drive overall incident & problem management, and assist in situation management, root-cause analysis, problem diagnosis, error correction etc.-Participate in "transition to support” activities, including application training, in order to update skills and knowledge to support new applications.-Provide end-user training for application(s) upon specific requests from the Businesses.

Provided an advanced level of technical support and assistance for Shell customers globally. Responsible for addressing escalated server and client issues by owning the problem and driving to a resolution.Provided quality customer support; consistently meet and exceed customer needs by providing service beyond expectation.Demonstrated project management abilities; able to assume multiple responsibilities and remain productive within time-sensitive and fast-paced environment.Participated on projects as required, including globalization project in Bangalore, India, Shell Business week, and global infrastructure migration for numerous Shell organizationsSupported Active Directory and over 2,500 Windows 2000 Advanced Servers for international and domestic clients.Provided advance technical support for over 100,000 clients globally remotely via NetMeeting, VPN, and Citrix client.Provided advance support for issues with application deployment and usage, remote connectivity, internet and intranet accessibility, and user account profile integrityDeveloped and improved existing global processes by collaborating with colleagues in Europe and Asia-Pacific regions.Promoted consistency amongst peers in various regions by documenting global processes, procedures, and troubleshooting techniques in a centralized document repository Maintained breadth of skills across all product groups while specializing in client technology by self-study, ongoing training, and certification.Offered on boarding to new team members by mentoring, training, and documenting global procedures and processes. Provided accurate and concise ticket updates and resolution.

Provided technical support and assistance for Shell customers. Provided over the phone assistance to clients. Provided various levels of support include remote access, network connectivity, Microsoft applications, and numerous in-house products.Provided extensive first level technical assistance/phone support to Shell locations globally; approximately 200 sites including refineries, rigs, and platforms.Resolved various workstation issues; document and assess problem before redirecting to second level support as appropriate to ensure timely resolution. Provided on boarding to new team members by mentoring, training, and documenting global procedures and processes. Provided accurate and concise ticket updates and resolution.

Responsible for supporting end-users in an enterprise wide area network environment. Responsible for addressing escalated server and client issues by owning the problem and driving to a resolution.Manned a one-man helpdesk for 600 users in multiple sites nationwide.Supported end-users with numerous software applications including MS-Office, Lotus cc:Mail, and Reflections for windows.Developed and maintained departmental processes resulting in streamline of support for company sites throughout the continental United States. Developed and maintained departmental reporting for issues escalated to the helpdesk and IT support group