Luana Howard, Msism, Mspm, Bscis Email & Phone Number

Columbus, OH, US

Columbus, Ohio, United States

• White-Glove Customer Service: Provide expedited service and support to c-level executives at the Ohio State University Wexner Medical Center and School of Medicine, diagnosing and remediating hardware, software, and.
• Ticket Management System: Managed incidents, tasks, and requests in Service NOW ensuring customer satisfaction, efficient resolution, and accurate documentation.
• End-to-End IT Technical Support: Address questions and issues concerning hardware, software, accounts, printing, and network connectivity i.e. Ethernet, Wi-Fi, VPN, Single Sign-On, Active Directory, et.al. and provided.
• Network Troubleshooting: Perform detailed analysis of connectivity issues and troubleshooting to remediate network issues quickly and either repair or escalate issues as necessary.

United States

• Production Support: Diagnosed and resolved complex technical issues with an exceptional level of customer satisfaction and success
• Global Laptop Deployment: Deployed new and decommissioned old equipment used by a hybrid, global workforce.
• Streamlined Device Deployment and Distribution: Utilize PXE, SCCM, Active Directory, ServiceNow, MS Teams, and Project Management methodology and customer service skills to replace End-of-Life laptops for users
• Incident Diagnosis: Diagnosed hardware and software, network, WiFi, SCCM, Active Directory, E-mail, mobile device, VPN, and other issues in Windows and Mac OS Production environment in ServiceNow.

Columbus, Ohio Metropolitan Area

• Managed Project for Credit Repair Company’s customer education Web Portal
• Provided remote Tier I and Tier II Technical Support, installed, configured, and validated servers and laser printers during Retail Hardware Refresh Projects for JPMorgan Chase & Co.
• Led effort to engineer robust streaming solutions for content creators
• Managed Windows and Linux Web Servers
• Directed technical teams in the creation of Web Applications offering financial services to veterans
• Directed vendors to schedule and confirm technical resources for hardware refresh Projects

Columbus, OH

• Supervised Command Center Team of 10, and generated status reports for JPMorgan Chase Washington Mutual Merger Project.
• Served as North American Project Coordinator for Lubrizol’s Cisco Switch Refresh Project
• Deployed IP Phones to Back Office employees at Cardinal Health Systems

Columbus, Ohio, United States

• Successfully led up to 5 technical teams remotely during banking center refresh project
• Analyzed processes to continually improve hardware deployment strategies which identified errorsbefore the client; This increased customer satisfaction and reduced project costs
• Scheduled and executed effort to identify and update or replace End-of-Life Windows desktops

Columbus, Ohio, United States

• Provided Tier II technical support to Corporate and Franchise Inns and Back Office employees
• Configured Ticket Management Systems for Tier I and Tier II Help Desks and establishedKnowledge Base used by Tier I Helpdesk Analysts for training purposes

Westerville, Ohio, United States

• Deployed servers, computers, laptops, and peripherals Retail Banking Service Centers
• Prioritized Tier II technical support to Retail Banking Center systems
• Imaged desktops and laptops to back office Bank employees

Columbus, Ohio

• Led Technical teams of up to 7 in the design and support of E-Commerce Applications
• Maintained Insurance Policyholder Account Bill Payment and Presentment Portal
• Provided System Analytics including Quality of Service, Service Level Agreements, Root CauseAnalysis to Production Teams and Stakeholders

Columbus, Ohio, United States

• Led team of Web developers in the maintenance of Company’s Extranet by publishing timelyprospectuses, monthly and quarterly performance reports, and informative financial articles
• Two-year track record of 100% successful, error-free launches of Financial Services Company’sclients’ 403(b) and 457 retirement plans Web portals thus avoiding fines from the SEC
• Maintained $22 million Content Management System used by Brokerages, Pension FundManagers, and Investment Fund Management Companies

Master Of Information Systems Management, E-Commerce/Electronic Commerce

Concentration: Electronic Commerce

Certificate Of Completion, End User Desktop Support

Master Of Project Management

Bachelor Of Science - Bs, Computer Information Systems

Data Entry Systems