Melissa Albert Email & Phone Number

Vienna, Va, Us

Reston, Virginia, United States

Reston, Virginia, United States

Collaborate with SAP Procurement to design documentation, training and communication of Ariba P2P for purchasing in the Americas. Work with global IT and Procurement teams to processes throughout the SAP Concur global organization.Design and conduct Americas region virtual training on Mural, Teams, OneNote in group and 1:1 environments. Conduct and moderate weekly new hire IT Overview for all North American new hires.Coordinate IT activities related to all 3 Washington DC SAP offices. Coordinate with external vendors and ensure installation meets SAP quality standards. Represent IT in office space decommissions and buildouts.Cultivate relationships with leadership to align innovation for business enablement of strategic business activities, driving technology adoption within the organization. Help the business to achieve goals by using existing implemented technology. Analyze business needs and define, deliver and support strategic plans using an agile framework and mindset. Provide show floor support for large (5k-20k+ attendee) SAP corporate events. Includes show floor setup/breakdown and real-time hardware support.Member of the team responsible for all communication to the regional organization. Coordinate corporate IT communications with the global IT Communications team, ensuring correct timing, audience, templates are applied.Implementation of and continued oversight of Americas Onboarding process adapted for COVID-19. The updated process was developed quickly and efficiently in an agile manner in response to office closures forcing all new hires to onboard from home instead of a corporate office. Instituted the use of MS Bookings to enable new hires to book remote computer setup. Serve as liaison between corporate IT and the vendor that carries out the process, ensuring equipment is shipped and setup completed in a timely manner. This new process ensures continuity of service to new hires to provide an outstanding customer experience.

Vienna, Va

Oversaw team of 7 contractors migrating SAP Concur computers to the SAP domain. Included scheduling management, time allocation, hardware replacements and inventory updates.Collaborate with SAP Procurement to design documentation, training and communication of Ariba P2P for purchasing in the Americas. Work with global IT and Procurement teams to processes throughout the SAP Concur global organization.Design and conduct Americas region virtual training on Mural, Teams, OneNote in group and 1:1 environments. Conduct and moderate weekly new hire IT Overview for all North American new hires.Coordinate IT activities related to all 3 Washington DC SAP offices. Coordinate with external vendors and ensure installation meets SAP quality standards. Represent IT in office space decommissions and buildouts.Provide show floor support for large (5k-20k+ attendee) SAP corporate events. Includes show floor setup/breakdown and real-time hardware support.Member of the team responsible for all communication to the regional organization. Coordinate corporate IT communications with the global IT Communications team, ensuring correct timing, audience, templates are applied.Implementation of and continued oversight of Americas Onboarding process adapted for COVID-19. The updated process was developed quickly and efficiently in an agile manner in response to office closures forcing all new hires to onboard from home instead of a corporate office. Instituted the use of MS Bookings to enable new hires to book remote computer setup. Serve as liaison between corporate IT and the vendor that carries out the process, ensuring equipment is shipped and setup completed in a timely manner. This new process ensures continuity of service to new hires to provide an outstanding customer experience.

Provide Tier 3 hardware, software, and network technical support to over 5000 customers nationally. This service includes diagnosing, troubleshooting, researching, and resolving issues as well as escalating problems in accordance with established procedures and Service Level Agreements. Managed migration of all local laptops to the SAP domain, including oversight of contractors hired for this task. Managed replacement, migration or reimage of over 200 computers to the SAP image.Maintain working relationship with local Apple Store staff for support functions.Train new Service desk staff until released to task. Provide leadership and mentoring to junior staff. Develop technical training programs to include new employee and office automation classes. Instruct at 40 training events per year. Contribute proven solutions to the IT Knowledge Base for service desk staff reference and client self service.Lead periodic review and revision of Service Desk policies and procedures.Responsible for regional asset management.Supported technologies include: MS Windows 7 & 10, MS Office Suite 2016; Symantec Endpoint Protection; desktops; laptops; printers

Fairfax, Va

Provide hardware, software, and network technical support to over 3000 customers worldwide. This service includes diagnosing, troubleshooting, researching, and resolving issues as well as escalating problems in accordance with established procedures and Service Level Agreements. Consistently achieved Customer Satisfaction rate of 98% as measured in Epicor ITSM surveys. Train new Service desk staff until released to task. Provide leadership and mentoring to junior staff. Develop technical training programs to include new employee and office automation classes. Instruct at 40 training events per year. Contribute approximately 800 proven solutions to the IT Knowledgebase for service desk staff reference and client self service.Provide MS SharePoint MOSS access control and serve as site collection administrator. Led documentation and communication effort associated with the migration from MS Windows XP to MS Windows 7 as well as MS Office XP to MS Office 2010.Lead periodic review and revision of 30 Service Desk procedures.Relationship management of multiple vendors including Microsoft, Adobe, Lenovo and CDW. Responsible for asset management to include the Microsoft Enterprise Agreement and $3MM worth of technical equipment. Manage Microsoft Software Assurance and Microsoft Partnership benefit programs.Supported technologies include: MS Windows 7, MS Office Suite 2010; MS SharePoint MOSS 2010; SCCM; Symantec Endpoint Protection; Altiris; Epicor ITSM; FAS Asset Inventory; desktops; laptops; printers

Washington, Dc

Provided remote access support to users utilizing Citrix MetaFrame.Provided classroom and one-on-one training for multiple remote access applications, road warrior practices, hardware and software use.Provided asset management and administered laptop subsidy program. Planned and supervised annual office move of approx. 100 employeesPlanned and supervised deployment of 550 MS Windows 2000 PCs.Resolved or routed hardware problems, MS Windows applications and network issues.Provided training and support to Firm employees and partners during Operating System and desktop software upgrades.

Washington, Dc

Provided hardware/software and network support to CyberAge clients. Prepared training and documentation for clients on applications and networking concepts. Provided one-on-one and classroom training for Fortune 500 clients. Provided technology-consulting services for CyberAge clients to assist with the selection and installation of various networking and software platforms. Provided HTML design services.

Mclean, Va

Conducted nationwide training on Lotus Notes. Developed curriculum and wrote training manual to support 950 users on Lotus Notes.Developed Lotus Notes applications for nationwide use by Coopers and Lybrand Partners, Managers, and Associates. Managed multi-site deployment of new PCs. Provided detailed statistical reports to the Vice-Chairman and Partners.