Rachel Bowser Email & Phone Number

• Support Graphics Services technicians’ software, Dalim ES• Utilize SQL Server Management Studio to edit database tables for Graphics Services• Build automated workflows within Dalim ES and Dalim Twist for Graphics Services• Ensure print jobs flow to internal and external print division presses correctly and efficiently• Meet In-Home-Date deadlines for print jobs • Utilize Paw API software to run API calls for workflow stoppage and print job archiving

Northrop Grumman Corportation

• Develop and distribute various SOPs to directors, managers, and technicians• Act as a liaison between Atos and Northrop Grumman leadership to establish service priorities• Manage diverse teams of IT professionals across multiple business sectors with varying operation agendas• Communicate program goals, operations, and needs to internal and external shareholders• Develop educational material for new hire/continuous education purposes with a focus on ticket handling standards• Communicate with high-performing technicians to streamline SOPs and learn best practices• Facilitate the transition of all Desktop Support to an outsourced Shared Service model• Communicate program goals, operations, and needs to internal and external stakeholders• Create and utilize reports to balance workloads of 30+ technicians across multiple Northrop Grumman facilities• Contact users regarding negative survey scores to improve customer service• Analyze resolved/closed incidents and requests to find process gaps• Facilitate and assist peers with technician training sessions• Triage incoming incidents/tasks for validity prior to assignment• Manage eight ServiceNow queues to prevent SLA breaches• Monitor technician successes and opportunities• Provide process training for managers and technicians based on found opportunities• Utilize ServiceNow to manage daily workflows and meet SLA goals• Create reports to track various metrics using ServiceNow’s built-in reporting tool• Work cross-functionally with other Northrop Grumman technical services teams• Manage seven ServiceNow queues to prevent SLA breaches• Provide computer hardware and software installation, maintenance, troubleshooting, and repair • Image PCs for deployment• Provide on-site and remote support to users at seven different locations across the network• Work cross-functionally with other Northrop Grumman technical services teams

Brandywine Hospital, Coatesville, Pa

• Computer hardware and software installation, maintenance, troubleshooting, and repair• Image PCs for deployment• Test Epic software prior to Go-Live• Deploy roughly 700 PCs throughout Brandywine Hospital and ambulatory sites• Provide software/hardware training to staff of varying systems knowledge• Compile inventory and facilitate disposal of obsolete equipment• Compile and track inventory of deployed PCs within hospital/ambulatory sites• Work cross-functionally with other technical teams throughout Tower Health

Newark, De

• Evaluate, create, update, and deploy new business processes• Collect and analyze business and manufacturing data• Provide manufacturing reports and statistics to various levels of management within the company• Provide training for new business processes• Provide progress, status, and performance updates to multiple levels of leadership• Create documentation to support existing and new processes using Adobe InDesign, Adobe Photoshop, and PowerPoint• Operate Ferag Insertion machinery (when applicable)• Function as a member of the Philadelphia branch local Leadership Team • Share “best practices” from the Philadelphia branch with the Process Deployment Team/Other branches • Utilize a Train-The-Trainer (T3) approach to train and certify incoming and existing production associates • Troubleshoot and repair workstation issues locally and remotely• Work cross-functionally with other organizational teams throughout Valassis, Harland Clarke, and Ferag

Newark, De

• Computer hardware and software installation, maintenance, troubleshooting, and repair• Support and maintenance of 200+ PC-based controllers nationwide• Provided software/hardware training to staff of varying systems knowledge• Compile and analyze data for use by engineers• Work cross-functionally with other organizational teams throughout Valassis, Harland Clarke, and Ferag

North Hall Library - Mansfield University Of Pennsylvania

• Maintain a network of 35+ laptop computers, 200+ workstations, 15 Android tablets, and 10 iPads• Create and restore backup images using AOMEI imaging software• Troubleshoot and repair computer hardware and workstations• SQL server/Server 2012/Server Management Studio knowledge• Knowledgeable with Windows versions 95, 98, 2000, XP, 7, and 10• Experience with working in a professional business environment• GHOST and AOMEI Imaging Software experience• Computer Hardware experience, in addition to connecting hardware to networks

Bachelor'S Degree, Computer Science: Information Systems; Minor In Business Administration

Majored in Computer Science: Information Systems, minored in Business Administration

High School, General Education/Art/Graphic Design

Activities and Societies: National Art Honors Society, Student Council, TennisTennis, Student Council, NAHS, H.O.T Graphics, Scifi Club