Supervisor for the OU Physicians Service Desk. Managing 4 analysts on Service Desk.

HDI CertifiedMicroSoft Office Specialist - Outlook 2013 CertificationPublic Trust Security ClearanceResolve hardware, software, network and applications issues for FAA employees and contractors who call or email the Service Desk. Assist pilots with issues they have in completing their pilot license applications and medical examination applications. Assist Service Desk Technicians with less experience in the handling of difficult issues and questions regarding policies and procedures. Train new employees coming on-board with the Service Desk. Monitor the Service Center and Ticket queues to ensure proper and timely handling. Provide monthly performance feedback to Service Desk Technicians.

HDI CertifiedMicroSoft Office Specialist - Outlook 2013 CertificationPublic Trust Security ClearanceSupervise Help Desk Technicians who provide support for Department of Labor employees. Manage telephone, email and ticket queues to ensure timely and adequate assistance. Send out notifications of major issues affecting the support desk and it's customers to the appropriate groups for handling. Keep Help Desk Technicians informed of issues and changes in policies and procedures. Complete daily reports on Support Desk Performance.

HDI CertifiedPublic Trust Security ClearanceDuties involve providing IT, phone, and remote support for FAA customers nationwide and within US territories. Issues are reported via direct phone calls, email, and NSC management assignments. Performs work in accordance with Staff Work Instructions, established procedures, and guidance from the FAA customer. Duties and essential job functions include:• Resolving problems directly whenever possible using troubleshooting skills and via remote control.• Interfacing with local support, Tier 2 and Tier 3 nationally to resolve problems above the Tier 1 level.• Documenting reported problems and requests with actions taken in the Remedy application.• Submitting new information to populate and update the Remedy knowledgebase used by technicians to help resolve reported problems and requests.• Completing management assigned projects as required.• Support provided includes the following.• First point of contact for all FAA related IT issues.• Networks including drive mapping, printer access, VPN, RDP. Devices supported include FAA , contractor, and personal computers, smartphones, and tablets.• Operating systems including Windows XP, Windows 7, MAC OS, Android, and associated smartphones and tablets.• Microsoft Outlook and Lotus Notes email applications and webmail.• Password, account maintenance, and other access protocol support.• Proprietary software and COTS software maintenance and troubleshooting.

HDI CertifiedPublic Trust Security ClearanceSupport users in Financial Systems; eInvoice, Delphi, Prism and GovTripProblem resolution or escalation to the next level when necessaryDocument actions and resolutions in Remedy Ticketing SystemInterim Lead for eInvoicingTrain new employees

Schedule driver pickups.Manage telemarketersCreate Call SheetsLog pickups to telemarketers for pay calculationsDistribute paychecksHandle incoming calls

Responsible for 24/7 operations of eight NonStop SystemsDiagnosed and resolve systems related issuesAssisted Security team with daily, weekly and monthly reports, verification of SOX testing and user authorization maintenance (user additions, password resets, and user deletions)Assisted Systems Support in analysis and problem resolution

Manage NonStop, Unix and MPE swing shift Support staffWork directly with rental locations, administrative staff and vendors troubleshooting and resolving systems related issuesCreated standardized procedures to assist in problem resolutionCreated and modified macros and scriptsCoordinated outage schedules with programmers and end usersPerformed mid-year and annual evaluationsDeveloped and implemented training plans for analystsEnsured appropriate handling of request and Help Desk tickets

Assisted with installation of upgrades and patchesMonitored system usage, making adjustments as necessaryProvided second-level customer, end-user and programmer assistance regarding inquiries with applications, software and hardwareProvided problem analysis and resolution or escalation to the next levelCreated Helpdesk Tickets, documenting actions and resolutionsCreate and follow documentation of standardized proceduresProvide remote on-call support after hours ona rotational basisDeveloped and implemented training plans for less senior analysts

Maintain programs allowing locations to place rental transactions into a centralized database for rentals worldwideAssisted with necessary programming changes eliminating possible failures with Y2K

Assist Department Manager, 4 Section Managers, approximately 20 Supervisors and 500-1000 Agents with normal secretarial dutiesDesigned, developed and maintained several databases used to handle agent information, equipment inventory and customer complaint reportingHandled customer relations issues directly resulting from problems/errors created by the Reservations Center. Researching written and oral complaints directed to the manager's office, supplying action recommendations to management. Communicated by phone and written correspondence with customers regarding their issuesHandled headset maintenance, testing and repair Assisted with visitor activitiesScheduled and tracked management/agent meetings