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 communication among customers, team members, and management. Utilized Footprints software to efficiently develop and manage trouble tickets. Key Contributions:• 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, ticketing system and finally other methods within the IT infrastructure and operating environments.• 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 installing).• 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 Processing of NASAs Space Shuttle Fleet. Identify and resolve security and performance issues; plan and implement software upgrades on web servers. Establish and maintain server file management, folder structures, and permissions; ensure ITIL process compliance with company standards. Utilized Maximo/IBM Tivioli software to fficiently evelop and manage problem/incident tickets. Produce documentation for web team and customers. Train and mentor more than 1,000 curators and developers; offer support regarding operations and administrative functions.Key Contributions:Championed the transition of more than 300 Access database Cold Fusion applications to Microsoft SQL Server and Oracle as Florida Site Chief Web Curator; efforts significantly improved web server stability.Partnered with Web Server Administrator to implement numerous web server upgrades; planned and coordinated activities, prioritized workflow, and allocated resources to facilitate upgrades from Cold Fusion 5 through version 8.Minimized disruption to daily operations by efficiently troubleshooting, diagnosing, and resolving server issues. Recognized for outstanding contributions; received Customer Award for facilitating customer support that enabled NASA customers to process activities in a timely and efficient manner, thereby ensuring optimal Space Shuttle Fleet operations.Recipient of several Quest awards due to customer service and successful project completions.

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 activities to quickly diagnose and resolve technical issues. Served as liaison; facilitated communication among customers, cross-functional teams, and senior management. Utilized Quintus software to efficiently develop and manage trouble tickets. Key Contributions:Played instrumental role during design and development of Quintus software program for ticket accumulation; provided hands-on training regarding program operations.• 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; monitored logs and issues to ensure proper functioning of operating systems. Supervised team of 10 Information System Analysts. Key Contributions:Developed and maintained Operations HTML pages and Cold Fusion applications, which facilitated the ability to track equipment outages and escalation data for departmental troubleshooting activities.Served as Document Coordinator for team; developed, implemented, and maintained standard procedures and documents, which allowed team members to be up-to-date with current policies and procedures.

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