Schelle Biron Email & Phone Number

Chicago, Illinois, United States

Chicago, Il

FCM Travel Solutions is a leading award winning global corporate travel management company. We are represented in 90+ countries and have over 6,000 employees. For five consecutive years 2011-2015, FCM has been recognized as the World's Leading Travel Management Company at the World Travel Awards. Visit us at www.fcm.travelJob Duties-Corporate Application Support Analyst – Level 2FCM Travel Solutions – FC USA Corporation February 2015 – March 2020▪ Manage and take ownership of support requests via automated tracking system▪ SME expert in our systems in order to provide superior consultative support▪ Technical administration of database systems and online booking tools▪ Provided support to end-users for product software applications▪ Thoroughly researched technical and product issues and document solutions▪ Utilized ZenDesk application to track and resolve issue requests and questions ▪ Created FAQ and How To documentations for products supported ▪ Responded to over 300 ticket requests and emails, weekly, as a team ▪ Handled sensitive and/or confidential documents and information▪ Supported internal company applications, determining the appropriate level of support needed for internal teams and applications, training and building documentation for lower level support teams▪ Collaborated with cross-functional teams such as Online Implementation, Global Technology Support, Scripting, Document and Automation Support, Jira, and Development Teams for further research and analysis▪ Supported the business with all issues that arise with business systems in our production environment

Northbrook, Illinois

All State's ATO (Area Technology Organization) - Incident Management Analyst (Enterprise Command Center) is responsible for Incident detection, Incident management, and Incident facilitation of major applications within Allstate 24 hours a day, 7 days a week. We provide regular and timely communication updates to all levels of leadership. Opens, facilitates and manages rapid response calls when potential outages are detected.Job Duties - Incident Management Senior Analyst - Enterprise Command CenterAllstate Insurance Company August 2014 – January 2015▪ Facilitate incident situations including acting as a liaison to individuals who will resolve the incident▪ Run various diagnostics to determine validity of errors received▪ Open and drive rapid response calls from ‘red’ to ‘green’▪ Review documentations to determine dependencies between applications▪ Document all dialog during the rapid response calls▪ Utilize Instant Messaging / Email / Conferencing software to manage rapid response calls▪ Provide regular updates to senior leadership and clients on difficult outages▪ Generate customer outage notification or business outage notification paging updates as needed

Trondent Development Corp is a leading global travel technology company. We develop software and web-based solutions for travel management companies, on-line booking providers and major corporations worldwide. Trondent maintains a broad portfolio of products developed to be compatible with all major GDS's. Trondent has become one of the leading providers of software applications to the travel industry.Job Duties - Technical & Product Support SpecialistTrondent Development Corp August 2007- August 2014▪ Provided exceptional first level functional and technical support for both corporate customers and end users of our travel services software products▪ Provide support to end-users for product Software applications; Authorizer application; Document Delivery application▪ Thoroughly research technical and product issues and document solutions for user problems in a timely manner▪ Trained new team members regarding project scope, process, application flow and testing▪ Created custom reports for various products with the Development team ▪ Maintain incident tracking system from the input of issues through the resolutions, including any necessary escalation▪ Maintain a highly competent knowledge of relevant products, current support policies, and methods of support delivery▪ Handle sensitive and/or confidential documents and information▪ Communicate with manager and client on job or deadline issues▪ Recommend or perform actions to correct software or system problems▪ Confer with network operations department about how to solve existing system problems▪ Answer client’s inquiries regarding computer software or hardware operation to resolve problems▪ Consult with other departments on project status and technical issues such as software system design and maintenance

Application, Product, & Network Support for Law firmJob Duties - Application & Computer Support SpecialistSonnenschein Nath & Rosenthal LLP/Williams Lea, Inc. June 2006 – August 2007▪ Assisted client’s with creating or updating documents using MS Applications▪ Answered users' inquiries regarding computer software and hardware operation to resolve problems▪ Assisted clients with installing and upgrading application software and printers remotely▪ Assisted clients with connecting wirelessly to be able to work remotely▪ Maintained records of daily data communications, transactions, problems and actions taken▪ Referred major hardware or software problems or defective products to local technicians for service▪ Monitored network performance to determine whether adjustments need to be made▪ Answered up to a total of 200 calls a day to provide system and application support minimizing users’ down time

Career Counselor / Trainer / Job Placement / IT SupportJob Duties - Associate Career Counselor Employment & Employer Services, Inc/MOWD March 2002 – May 2006▪ Assisted in the use of computers for internet access; provided technical training to develop computer skills▪ Assisted with help desk tasks as well as providing occasional administrative support to IT Department▪ Maintained files on clients eligible to participate in the Workforce Investment Act Programs (WIA)▪ Facilitated Job Fairs sponsored by the Mayor’s Office of Workforce Development (MOWD)▪ Coordinated recruitment and screening of job applicants; Assisted in preparing recruitment advertising ▪ Contacted non-employed and employed customers for follow-up services and needs▪ Recruited, screened, interviewed, and evaluated customer’s job-readiness, work history, and education▪ Organized and implemented employment/recruitment programs and procedures

Call Center / Computer Help Desk for Internal UAL EmployeesJob Duties - Computer Production Analyst / Computer Help Desk Call CenterUnited Airlines – World Headquarters Corporation October 1996 – October 2001▪ Provided first level support to internal customers of United Airlines’ primary computer systems ▪ Assisted in the support of various hardware/software systems used by United Airlines employees ▪ Resolved technical issues with desktops and printers; Answered questions regarding software applications▪ Maintained records of daily data communication transactions and problems and record action taken▪ Forwarded major hardware or software problems or defective products to vendors or technicians for service▪ Worked with users to diagnose problems; worked with staff to escalate and resolve complex issues▪ Answered up to 300 + calls in a 10-hour workday to provide systems support, minimizing users’ down time ▪ Assisted in daily conference calls with other departments to provide information about the days activities

Lobby / Ticketing / Gates

Business Management With Emphasis In Organizational Leadership, Business

Activities and Societies: N/A2 years of Business Management & Organizational Leadership Courses

Early Childhood Education, Education

Activities and Societies: N/A2 years of Early Childhood Education Courses