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Carolyn Ostrom
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Bio
Credentials
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Google IT Support Professional Certificate
CourseraFeb, 2021- Apr, 2026 -
IT Security: Defense against the digital dark arts
CourseraFeb, 2021- Apr, 2026 -
Learn SQL Basics for Data Science Specialization
CourseraFeb, 2021- Apr, 2026 -
SQL for Data Science Capstone Project
CourseraFeb, 2021- Apr, 2026 -
Distributed Computing with Spark SQL
CourseraJan, 2021- Apr, 2026 -
Operating Systems and You: Becoming a Power User
CourseraJan, 2021- Apr, 2026 -
System Administration and IT Infrastructure Services
CourseraJan, 2021- Apr, 2026 -
Data Wrangling, Analysis and AB Testing with SQL
CourseraDec, 2020- Apr, 2026 -
Technical Support Fundamentals
CourseraDec, 2020- Apr, 2026 -
The Bits and Bytes of Computer Networking
CourseraDec, 2020- Apr, 2026 -
SQL for Data Science
CourseraNov, 2020- Apr, 2026
Experience
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Aptude
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Cleveland, Ohio, United States
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IT Application Support Analyst
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Jul 2017 - Aug 2020
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Cleveland, Ohio, United States
• While working remotely, responded to clients' users, customers, and vendors application issues with prompt resolutions.• Daily investigate and resolve average of 30 IT application support tickets.• Effectively collaborated with various teams as needed, to resolve issues related to EDI and web portals.• Communicated with Account Management, Operations, and Finance resolving AS400 issues.• Reduced ticket volume by educating clients' users with correct processes, and best practices, to avoid repetitive issues.• Managed customer business rules, to ensure orders and invoices are processed efficiently and accurately.• Reduced vendor Accounts Payable related tickets by training on portal processes.• Managed client developed application, to ensure users receive accurate alerts, to monitor cargo freight movements.• Daily processed resolutions for failed EDI transmissions and reported repetitive issues to trading partners.• Provided IT team members with documentation for functionality of the various applications.
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United States
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Truck Transportation
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700 & Above Employee
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IT Application Support Specialist
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Sep 2011 - May 2017
• Independently delivered resolutions and communicated actions taken, or needed, with internal and external customers and vendors.• Designed and maintained a daily log of IT support ticket activity.• All responsibilities transferred to consulting work through Aptude, Inc.
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Systems Administrator
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Feb 1998 - May 2017
• Managed implementation of user hardware, all office equipment, phones, and voicemail system.• Liaison, between corporate and local office, regarding all systems changes and issues.• Deployment of all equipment during office moves, within space, and to new space.• Ensured all system back-ups were complete and securely stored.
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Business Intelligence Analyst
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Jun 2009 - Aug 2011
• Designed and generated monthly Key Performance Indicator (KPI) reports and dashboards to top high volume customers, securing continual business.• Utilized various query applications to compile and analyze data.• Developed cost savings, on-time performance, and network activity reports for internal and external customers.
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Intermodal Customer Service Representative
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Jan 2002 - Jun 2009
• Successfully managed high volume accounts, exceeding customer expectations, resulting in Carrier of the Year awards.• Listened to customer requirements and ensured all systems and processes were in place for success.• Partnered with Business and Technical teams for on-boarding of new customers, including Electronic Data Interchange (EDI) implementation.• Solicited and executed shipments from tender to delivery, with accurate invoicing.• Tracked and traced shipments for on-time performance and alerted customers as needed.• Trained and supported employees, with system changes and effectively communicate customer KPIs, utilizing standard operating procedure documentation.
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Project Coordinator
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Jun 1999 - Dec 2001
• Successfully created processes to manage high volume customer blitz freight project.• While implementing the AS400, acquired all customer requirements and ensured all where accurately entered.• Trained and supported local employees on new applications and continual system changes utilizing standard operating procedure documentation and one-on-one instruction.• Effectively monitored and communicated customer KPIs.
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Hub Group
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North Olmsted, Ohio, United States
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Various Positions
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Aug 1993 - Jan 1998
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North Olmsted, Ohio, United States
Freight Claims Analyst, Pricing Manager, Brokerage and Drayage Dispatcher
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Education
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1982 - 1983Bryant & Stratton College
Accounting Program Diploma, Accounting and Business/Management
Suggested Services
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Industry Focus. “Computer and Network Security”
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