Nancy Demars-Wolfe Email & Phone Number

Saint Paul, Mn

United States

Develop a strong team to support the full lifecycle of endpoint devices.

Saint Paul , Mn

1930 Como Technology Services Department

• Receive, log and track service tickets as first point of contact following agreed upon procedures from creation to close of ticket.• Advise customers on appropriate action(s).• Provide Level 1 technical support as defined by Information Technology including remote installation, maintenance, configuration, and troubleshooting of computer hardware and software, as well as, other peripherals and technology equipment to Information Technology Department approved standards.• Route field support tickets to corresponding technical field support when applicable.• Escalate tickets to the appropriate higher level technical staff when applicable.• Document problems and resolutions within Service Desk Support system; update technical information in the Service Desk knowledge base system for reference by other technical staff in resolving similar incidents in the future.• Liaise with other technical staff and the Lead Service Desk Technician to identify appropriate actions where necessary.• Communicate courteously and effectively with non-IT and IT staff alike to ensure customer and service level standards are met successfully.

St Paul, Mn

-Oversee 100% of the requests, incidents and problems. -Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development - Provide data and reporting of KPI’s and trends to TS department and others in ad-hoc, weekly, monthly and as needed -Oversee Solutions repository and ensure top quality solutions are available to the staff. Altiris Help Desk Knowledge Articles -Manage process for communicating outage/emergency activities to the organization

Monroe A Plus Community School

• Provide respectful and courteous customer service.• Install, maintain, configure and troubleshoot district computers, peripherals and technology equipment to the Information Technology Department approved standards.• Create, track, resolve, and close tickets for daily work.• Respond to customer field support tickets routed via the Service Desk and/or Lead Field Service Support Technician assigned tickets and according to the Service Level Agreement.• Follow guidelines, policies in the Standard Operating Procedures manual, the Service Level Agreement and the Operating Level Agreement of the Information Technology Department.• Attend meetings, trainings, and undergo certification processes required by the Information Technology Department.• Keep track of time spent working on tickets in the Service Desk Support System.• Provide detailed notes in the ticket work log.• Gather information in order to understand the business impact of each service call.• Troubleshoot basic and complex customer issues as assigned by Service Desk and Lead Field Service Support Technicians.• Read and follow technical manuals, maintain knowledge on current industry trends, and follow the Service Desk knowledge base articles in daily operations.• Install new technologies.• Move technology from one location to another.• Add new components to existing systems.

Chaska, Mn

Application - RentRoll Accounting for Rental Property Identifying the main requirements of the system Developing a training plan for staff and members Preparing the project work plan and budget Establishing a participatory monitoring and evaluation system