Marian Holiday-White Email and Phone Number

• Maintain employee work schedules to account for changing staff levels and expected workloads.• Create office processes to promote collaboration and increase performance.• Track product inventory, sales, metrics and evaluate trends using TouchNet software• Manage service tickets requests and service level agreements via TeamDynamix • Manage the Eagles Technical Center which provides computer repair services such as hardware/software support and installations, diagnostic and troubleshooting, cellular phone services and student printing• Exceed expectation by Increased revenue sales by 20 percent • Manage ITS software license and agreements for Adobe Creative Cloud, Microsoft Office 365 and SPSS.• Create and implement training programs to maximize team performance.• Create and implemented employee recognition and accomplishment program• Monitor employee and customer interactions to assess quality of service.• Perform employee performance evaluations and conveyed constructive feedback for improvements.• Created and implemented the ITS student employee program• Utilize WebEx and Zoom for teleconferences.• Evaluate existing operations and current market trends to identify necessary improvements and capitalize on changes.• Assisted in the grievance procedure to resolve complaints.• Involved in Client Service budget planning, organization change and ITS projects.

• Worked closely with IT managers and staff to monitor daily IT operations; provided management-level resolution of complex or sensitive issues• Assisted in Server infrastructure management, performance monitoring, Operating System upgrades and troubleshooting• Built rapport and elicit problem details from help desk customers.• Collected and analyze incoming data, and research emerging technologies, in order to provide recommendations for continuous improvement of IT services• Provided system support services, including service outage diagnosis, troubleshooting and restoration of service and virus protection management• Assisted the IT Director in strategic planning and in development of the annual IT departmental budget• Implemented and Administrator of Footprints ticketing system• Recruited and supervise employees and interns to assist with the workload during peak periods • Test fixes to ensure problem has been adequately resolved.• Performed post-resolution follow-ups to ensure customer satisfaction were delivered• Developed knowledgebase and frequently asked questions lists for end users.

• Troubleshoot incoming help requests from end users via both telephone and e-mail in a courteous manner.• Documented all pertinent end user identification information, including name, department, contactinformation, and nature of problem or issue.• Prioritized and schedule problems and escalated problems (when required) to the appropriatelyexperienced technician.• Applied diagnostic utilities to aid in troubleshooting.• Accessed software updates, drivers, knowledge bases, and frequently asked questions resourcesthe Internet to aid in problem resolution.• Identified and learned appropriate software and hardware used and supported by the organization.• Performed hands-on fixes at the desktop level, including installing and upgrading software, installinghardware, printers, implementing file backups, and configuring systems and applications.• Performed preventative maintenance, including checking and cleaning of workstations, printers,and peripherals.

• Set up and configure computers and peripheral equipment such as printers, scanners• Performed audits and tests on computer systems, networks and hardware to ensure it is functioning properly• Responded to support requests and assist in troubleshooting any problems that arise• Attempted to replicate reported technical problems and look for solutions• Ensured all software and hardware is up-to-date and install updates as required• Performed routine preventative maintenance to avoid system outages and failures• Maintained computer network, system and hardware documentation for colleagues to reference• Trained new hires on how to effectively use computer systems and components