Vickie Neal Email & Phone Number

United States

Gaithersburg, Maryland, United States

◼ Set up/onboard new employees.◼ Provide desktop support for 50 local users.◼ Document process and procedures for computer processes and AP/AR.◼ Liaison and PM for Vonage phone integration.◼ Liaison for SalesForce implementation.◼ Write up AP corporate overhead vouchers and update in FACTS system.◼ Reconcile AR for corporate accounts

Mclean, Virginia, United States

◼ Perform Tier1 diagnosis and troubleshooting support for approximately 10,000 FreddieMac internal end-users, averaging 25 – 30 calls per day.◼ Log and track calls using a web-based ticketing system (ServiceNow).◼ Provide technical and troubleshooting assistance related to computer hardware, software, associated peripheral devices, mobile devices (Android and OS) along with other technical tools and products.◼ Assist end users with migration of Windows 7 to Win 10◼ Migrate mobile users from BES12 to Workspace One Mobile Device Management◼ Administer and maintain user accounts in Workspace One◼ Communicate and translate technical knowledge into actionable direction and escalate complex incidents to second-level support personnel or engage Incident Management for potential corporate outages when necessary.◼ Maintain team SharePoint site and internal Web site.

◼ Partner with internal IT departments to compile, edit, and publish a weekly IT communication to inform IT Division of upcoming production and nonproduction implementations, and technology changes.◼ Build, deploy and maintain divisional internal web pages.◼ Develop and maintain information and documentation related to developing and modifying business processes andsystems.◼ Work with SharePoint user base to understand business needs and build solutions to address them.◼ Build and maintain sites, forms, lists and workflows using SharePoint Designer to improve business processes.◼ Troubleshoot SharePoint team site and workflow issues.◼ Assist with classroom SharePoint workflow end-user training.◼ Provide Subject Matter Expertise and Administrator in a backup role for the Knowledge Management Module in Remedy.◼ Support the IT Document Management System in Lotus Notes.

◼ Provide ongoing production support, setup and implementation of external and internal customers utilizing webMethods Trading Network’s solution.◼ Support and troubleshoot Windows based applications (Survey Tracker and Trak Enterprise) for the Corporation.

◼ Designed graphics and maintained internal web site.◼ Evaluated open-source software and licenses.◼ Partnered with Legal to develop user’s documentation to facilitate and regulate the use of Open-Source software.◼ Maintained the Reuse Repository, and provided customer support for tool, training, administration of user IDs and passwords, application upgrades and maintenance of Open-Source assets located in the database.◼ Documented and published Standard Operating Procedures which provided for streamlined operations resulting in user support call turn-around in 2-3 hours and a significant increase in customer satisfaction.◼ Provided operational, technical, and best practice use support for Teleologic DOORS, an enterprise requirements management application, for multiple projects. Results included a significant reduction in user reported issues.◼ Successfully performed DOORS 7.1 software upgrade with minimal downtime to users.◼ Planned, redesigned, and executed successful migration of website content to provide enhanced capabilities for customers. Met an aggressive three-week timeline.◼ Migrated tool center development tool information to the reuse repository, which helped to streamline the process involved in the research and selection of the best component for the job.

◼ Provided Windows 2000 administration support for isolated test environment. Activities included maintenance ofhardware, system software and hardware upgrades, and technical troubleshooting.◼ Provided project coordination, management, and problem resolution for multiple/concurrent testing efforts in support of the Integrated Testing Environment◼ Maintained hardware, software and network inventory for the Integrated Test Environment.◼ Developed and maintained website.◼ Technical apprentice for Windows 2000 Systems Administration.

◼ Mapped equipment to physical location in data center using AutoCAD.◼ Liaison for all acquisitions and disbursements of hardware for inventory and asset control and reconciled inventory to Financial Control Asset records.

◼ Selected and interviewed applicants and processed new and terminated employees.◼ Prepared monthly reconcilement for health care providers and educated employees regarding benefits (i.e. 401K plans health care).◼ Maintained employee data files for staff of 500.

◼ Taught traditionally formatted Kindergarten, ages 5-6.◼ Designed and implemented after school extracurricular science program