•Ensured data integrity in the Banner database. Analyzed the database on a periodic basis for inaccuracies and errors. Identified and coordinated the clean-up and correction of the identified erroneous records using analysis tools. Updated bio information for alumni, friends, corporations, foundations, staff, faculty, executive leadership with in the university, new parents, addresses, emails, and telephone numbers in the Banner Advancement database. •Retrieved data reports for others by using standard and regularly scheduled UA Banner reports, as well as creating queries using MS-Access and WebFocus. •Generated lists and reports from the system to support development, special events, public affairs, publications, gift officers, Board of Trustees, Director of Advancement Services, Deans, and Senior Administration.•Updated policies and procedures documents for end users to make workflow more efficient. Worked closely with Telefund to develop procedure documents for daily pledge upload process and pledge reminder letter process. •Provided support for end users of the Banner Advancement module as well as software support and technical assistance as needed.•Responsible for training those who perform data entry within the Banner alumni module.•Coordinated, prioritized and supervised the work given to the Biographical Data Coordinator.•Managed all email going to the Advancement Services UA Help inbox. Assigned emails to Biographical Data Coordinator, Gift Processors, Prospect Research, Director of Advancement Services, or Assistant Director of Advancement Services based on the email request.•Served as Department Technology Coordinator. Using Microsoft's Active Directory administered special groups, network file space, shared drives, shared printers and other resources within the department. Responsible for assigning permissions to Box folders.•Selected by Director of Advancement Services to attend Ellucian Now conference and UNC System Advancement Symposium.

• Monitored all Mission Critical and Enterprise Critical Systems that comprise SAS’ infrastructure.• Identified potential system degradation and escalated to appropriate support teams to avoid interruption of services• Responded to emergency and data center facility incidents to maintain availability of the data center resources.• Communicated with vendors or support teams to accurately record details of incidents using incident management software.• Resolved issues utilizing excellent customer service skills, problem solving skills, technical reasoning.• Ensured incidents are resolved or escalated in accordance with SAS’ Incident Management Standard.• Facilitated meetings with IT staff and Stakeholders following incidents of mission critical services to review resolution steps taken and root cause of the incident.• Ensured problem root cause analysis is performed in accordance to SAS’ Problem Management Standards.• Created Root Cause Analysis problem tickets as needed.• Accurately assessed and recorded problems in the problem management tool.• Assisted with installation and modification of software products on the network as required.• Responded promptly to customer requests including hardware installation, decommission and deployment of equipment.• Maintained accurate asset management information in the CMDB.

Responsible for managing incident situations that are escalated out of our Help Desk environment including high priority tickets causing large scale fuel, debit and credit outages. Created and used query tools to investigate the cause and impact of an incident. Use strong technical problem solving skills on a daily basis to resolve all technical related issues as they arise. Recognize when the urgency of a technical situation has exceeded a normal support scenario and escalate the issue to the proper group.• Created weekly and monthly individual scorecards in MS Excel for each member of the Help Desk which was used as a valuable evaluation tool for members of the team. Tracked tickets created, tickets resolved, and first call resolution rates.• Responsible for setting up weekly and monthly reports for the PC Support group. This was used as an evaluation tool for members of the team.• Create a monthly report for the Store Logistics that tracked equipment replacements and tickets closed in the Heat tracking system by team members.• Responsible for reviewing documentation in ticket quality and call quality assurance for the Help Desk team.• Worked with our credit department and gas brands such as BP, Shell, Chevron, Exxon, and unbranded stores to determine if we had wide scale credit outages effecting or stores. Relaying this information to our stores and the helpdesk through web page updates and front end messages. • Worked closely with vendors such as Retalix, Verifone, Sagenet, Compucom, and all gas brands used by Kangaroo.• Mentored fellow Incident Analyst on how to create MS-Access queries with formulas and complex IF statements.