Mary Ferrell Email & Phone Number

Campbell, California, Us

San Francisco, California, Us

Richmond, Ca, Us

San Francisco, California, Us

New York, New York , Us

Worked closely with business Subject Matter Experts (SMEs) with gathering enhancement requests, prioritizing and managing the implementation of the Clarity Product Lifecycle Management tool.

Communication between stores, business partners and IT; Technical and functional participation in new store openings and other deployment to stores. Lead projects and initiatives to completion.

New York, Ny, Us

San Francisco, California, Us

Provided production support for web-based POS POS systems (e.g. Raymark) for 187 multi-channel retail stores (US and Canada), served as subject matter expert on the L3 support team.Collaborated with third-party vendors on planning and deployment of new stores, relocations/remodels and closures that included store network infrastructure, voice/data, and POS equipment. Proven experience in directing vendors in order to achieve a timely and successfully system implementation and meet turnover schedule deadlines.

Provided technical support for first level response and diagnosis of end-user support calls relating to NT/Novell administration for over 700 internal employees.Resolved and/or escalated Windows NT4, Novell, Lotus Notes R5, PDAs, Exchange/Outlook 98, proprietary client/server, web-based and relational databases applications issues; completed problem recognition, troubleshooting, research, isolation, routing, escalation, resolution and follow-up, requests for new services (adds, moves and changes). Worked with other appropriate support workgroups in the response and resolution of end-user support calls.Participated in team projects, installation of applications and verification of checking hardware and software functionality.Led assigned special projects; training, researched, updated documentation, and provided status of applications deployment. Accomplishment:Assisted with the transition (on-site training) of the service desk located in San Francisco to the IBM agents located

Provided 24/7 proprietary client/server and relational database financial applications support. Administered the set up of new applications and projects to the team; participated and coordinated status meetings with the marketing, sales and product development partners, coordinated training sessions, created troubleshooting documentation and performed QA and testing.Cross collaborated with internal team on current status of problems. Planned systems and applications maintenance, and scheduled applications deployment.Dispatched problem issues to management and development teams for resolution; followed up and resolved problems related to the applications and systems unavailability during critical business hours.Supervised the day-to-day operations of a service desk staff including remote locations; trained new hires, acted as point of escalation for major issues and customer complaints, monitored the Remedy problem management tracking system for accuracy of work. Facilitated staff meetings to review procedures, discussed open tickets, updated team on scheduled applications deployment, and solicited staff for new ideas and feedback for areas of improvement of products and processes.Monitored the phone traffic for three locations to ensure accuracy of call routing percentages, staff shortage, and call volume increase.Accomplishments:Converted to full-time employee after two years of contractingPromoted to a Team Lead

Provided enterprise wide L1 phone support to over 20,000 internal employees for financial desktop applications, PC hardware, phone related problems and requests for new services. Resolved and/or escalated PC/LAN/WAN environment problems, phones, Legacy/BETA mainframe and UNIX password resets.Dispatched outstanding issues to L2 technical support using problem management tracking tools and paging system - Remedy and Nextel.Accomplishments:Resolved issues and escalated accordingly Flexible and adaptable to changing environment(s)