Rita Fleming Email & Phone Number

• Provided system administration and IT support services for 12,000+ customers worldwide. Performed complex troubleshooting activities to quickly diagnose and resolve technical issues. Served as liaison; facilitated.
• Interact effectively, courteously, and directly with the customer in order to resolve technical issues. This includes answering queries and requests for service that originated by telephone, web-based portals.
• Create and maintain Service Desk support documentation (technical and process flows) and informational spreadsheets to streamline customer support.
• Utilized ARS system via Active Directory to create and delete user accounts. Assign, unlock and reset passwords. Create customer and contractor User IDs.
• Troubleshoot Microsoft Office Software, VPN software and network connections, Java version investigation affecting Oracle Software, and Browser software troubleshooting (including security settings, uninstalling and.
• Assisted in Footprints Knowledge Base creation. Thus, streamlining solutions for customers and the agents allowing for a quicker turn around in resolving the customers issue.

Lead web environment design, development, deployment, and maintenance activities. Monitor functionality and performance by conducting quality assurance and in-depth testing of websites and web applications. Manage and maintain six development and production web servers; monitor, analyze, and investigate potential issues to ensure availability for Shuttle.

• Provided system administration and IT support services for 10,000+ customers located in Florida and Texas. Developed and maintained help desk and server operations pages/ applications; performed complex troubleshooting.
• Improved productivity levels by training and mentoring team members; offered guidance and expertise to personnel located throughout Florida and Texas sites..

Held full accountability for managing three mainframes and 50+ servers, ensuring optimal efficiency and availability for NASA Space Shuttle Fleet. Provided technical support to more than 10,000 customers. Conducted first, second, and third level help desk assistance; troubleshot and resolved issues remotely. Managed mainframe and server processes.

Managed system providing support to more than 5,000 customers.

Bachelors, Interpersonal Organizational Communication

Activities and Societies: UCF Speech TeamBachelors in Interpersonal Organizational Communication

Associates, Business Administration