Rebecca Ferguson Email & Phone Number

Lynnwood, Washington, United States

Responsible for enterprise application administration for City of Lynnwood Police, Parks & Recreation, Executive team, Utility Billing and Finance including POS and ERP solutionsCreated Standard Operating Procedures for Information Technology department Coordinated application systems upgrades, new releases, and migration to new applicationsMonitored and maintained application server settings, databasesProvided tier 3 support and maintained documentation for tier 1 and 2… Show more Responsible for enterprise application administration for City of Lynnwood Police, Parks & Recreation, Executive team, Utility Billing and Finance including POS and ERP solutionsCreated Standard Operating Procedures for Information Technology department Coordinated application systems upgrades, new releases, and migration to new applicationsMonitored and maintained application server settings, databasesProvided tier 3 support and maintained documentation for tier 1 and 2 techniciansImplemented and administrated city-wide learning management systemProvided project management for Information Technology projects Authored, directed, edited and created animated how to videos for citizens Prepared and maintained written procedures for installation, documentation, and maintenance of systems. Lead root cause analysis activities to successfully identify and correct issues. Researched and evaluated software solutions for potential use by city departmentsReconfiguration and optimization of department wide ticketing system Show less

• Researched and tested new Software Deployment software saving the City up to 1500 hours of hand on installation time• Upgraded VSphere client from 5.0 to 6.0 and migrated current hosts to new environment• Managed Active Directory/Group Policy and DFS for City network• Migrated Symantec host server from 2008 to 2012 while upgrading Symantec to latest version• System Administration and Technical Support of Cisco IP Phones, Windows 7 workstations and peripherals for 400 end… Show more • Researched and tested new Software Deployment software saving the City up to 1500 hours of hand on installation time• Upgraded VSphere client from 5.0 to 6.0 and migrated current hosts to new environment• Managed Active Directory/Group Policy and DFS for City network• Migrated Symantec host server from 2008 to 2012 while upgrading Symantec to latest version• System Administration and Technical Support of Cisco IP Phones, Windows 7 workstations and peripherals for 400 end users• Management and deployment of 250+ mobile Devices• Administration of Meraki Mobile Management system• Planning and implementation of Software installation and upgrades• Developed scripting via Desktop Central for City wide Office365 Deployment to 400+ workstations and mobile devices• Restored lost/deleted files via ArcServe backup• Reorganized Verizon Business account – adding cost centers to save time for billing processes• Performed IT searches (email and file shares) for Public Information Requests adhering regulations and schedules• Maintenance and Administration of Citrix • Management of Manage Engine ServiceDesk Help Desk ticketing system Show less

Lynnwood, Wa

• Performed first line of contact technical support in a high volume call center environment.• Utilized knowledge of operating systems, internet, TCP/IP, Chrome/Firefox/Internet Explorer, email, LAN/WAN, cable modems/routers/switches to successfully evaluate and resolve customer issues.• Identified and maintained log of customer call trends and recommended process improvement opportunities to leadership.• Consistently demonstrated the ability to exceed performance standards… Show more • Performed first line of contact technical support in a high volume call center environment.• Utilized knowledge of operating systems, internet, TCP/IP, Chrome/Firefox/Internet Explorer, email, LAN/WAN, cable modems/routers/switches to successfully evaluate and resolve customer issues.• Identified and maintained log of customer call trends and recommended process improvement opportunities to leadership.• Consistently demonstrated the ability to exceed performance standards resulting in multiple customer service and performance based awards. • Appointed as Mentor to assist in new hire training and development. • Evaluated and resolved Tier 2 customer issues.• Maintained detailed notes of issues and resolutions to streamline future interactions.• Responsible for developing and implementing team contests increasing morale and productivity. Show less

Bellevue, Wa

• Provided technical support in a small insurance office to employees.• Responsible for server backup and restore procedures. • Maintained licensing information for equipment and software. • Managed network file share and printing.• Steam lined office procedures to ensure quality customer service was provided to clients and underwriters.• Acquired, evaluated and analyzed customer information to properly match products that reflected the customer’s business and risk… Show more • Provided technical support in a small insurance office to employees.• Responsible for server backup and restore procedures. • Maintained licensing information for equipment and software. • Managed network file share and printing.• Steam lined office procedures to ensure quality customer service was provided to clients and underwriters.• Acquired, evaluated and analyzed customer information to properly match products that reflected the customer’s business and risk management goals. • Managed front desk in addition to Account Management and IT workload. Show less