Experience

Flexion Inc.

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Computer Support Technician

  • Apr 2014 - Present



Liveality

• Madison, WI

• Customer Advocacy

  • Jan 2013 - Apr 2014

  I am an IT support professional with a background of providing exceptional customer service to internal and external customers. Able to listen and resolve software issues from a customer’s perspective and then work closely with developers to influence enhancements. Tracking all customer problems and comments using widely known applications, such as JIRA and Peregrine can result in understanding issues leading to solutions to enhance your product. I have trained and mentored customers on our internally developed software at LIVEALITY to help them meet major milestones to produce their Yearbook on time. Volunteered at our small company to develop and implement internal office procedures, applications and hardware.



Lehigh Technical Services

• Madison, Wisconsin Area

• Computer Technician

  • Sep 2011 - Jan 2013

  Worked s a technician deploying new computers at the Kraft Foods Oscar Mayer site in Madison, WI. My responsibilities include transferring data, installing applications, setting up the new computer and answering client questions related to Windows 7 or the new hardware. Worked s a technician deploying new computers at the Kraft Foods Oscar Mayer site in Madison, WI. My responsibilities include transferring data, installing applications, setting up the new computer and answering client questions related to Windows 7 or the new hardware.



Hewlett Packard Enterprise

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Account Manager

  • Jun 2006 - Apr 2008

  Account Manager/Assistant for Kraft Facilities in Southern Wisconsin. Responsibilities included knowledge of sites, and familiarity with local applications, personnel and Electronic Data System’s processes. Assisted in the escalation of technical issues for multiple Kraft sites. Developed and reviewed reports highlighting problems that have exceeded Service Level Agreements. Trained/assisted other site support people working on the Kraft account with the Peregrine ticketing system. Involved with the implementation of a major Plant floor SAP application involving workstations, scan guns, infrastructure and servers across all Kraft facilities. Developed project tracking process and documented key data for each workstation.



Mondelēz International

• United States
• Food and Beverage Manufacturing
• 700 & Above Employee

• Senior Business Consultant

  • Jun 1979 - Jun 2006

  Began career as a Cobol programmer. My latest/most relevant role was: Manager of IT Site Support with responsibility for five employees and one contractor. Oversaw team that supported more than 900 workstations, managed the development of various Outlook and remote access connectivity classes that were designed for Kraft employees with an emphasis on tips and tricks. Managed the Client Services team whose responsibilities included resolving hardware and software issues, developing and coordinating client training, deploying new workstations, and looking for process improvement opportunities to better utilize technology. Developed partnerships with multiple departments to offer technical assistance to make jobs efficient and productive. Developed scorecard to track monthly highlights of problem counts, top problem types and customer base. Conducted performance reviews, assisted with employee career development and goal setting, tracked projects and handled personnel issues.