Experience

Trident Technical College

• United States
• Higher Education
• 700 & Above Employee

• Operations Analyst

  • Jan 2022 - Present

  Manage ERP and other supported systems application access as requested via HR and department procedure. Communicates with users regarding account modifications. Changes system account passwords as outlined in security guidelines. Supports end users, system administrators, and developers by providing assistance with print jobs, FTP requests, backups, routine jobs, and other ad hoc requests. Maintains the connectivity between Colleague, supported databases, and other systems. These systems include but are not limited to Self-Service, Web Advisor, WebUI, SaValet, LDAP, Ethos, WebAPIs, Portal, and listeners. Communicates downtime notices to the college via email and system alerts. Installs new software and features as needed to maintain college systems. Keeps Operations manager informed of current patch level, downtime, critical upgrades, and other enhancements that need to be performed. Participates in annual disaster recovery exercise. Applies knowledge and training to identify user trends, successful functions, and potential user adoption problems with applications. Helps in designing and improving new and existing workflows. Develops and maintains documentation according to department documentation standards. Provides exceptional customer service to all external and internal customers. Show less

• IT Services Specialist

  • May 2017 - Dec 2021

  Performs processing of routine evening jobs and ad hoc requests. Monitors long running jobs as requested. Performs checks of ERP and ERP related systems to verify connectivity and functionality. Perform diagnostic tests and system maintenance as requested by director or system admins. Installs routine and custom Colleague software updates to Test and Live environments according to department and Ellucian standards. Supports the college, division, and department security initiatives. Develops and maintains documentation according to department documentation standards. Provides day-to-day user support. This involves but is not limited to password resets, "how-to" end user issues, and other general computer-related issues. Show less



College of Charleston

• United States
• Higher Education
• 700 & Above Employee

• Helpdesk Support Technician

  • Sep 2016 - Apr 2017

  Provides support via telephone, e-mail, instant messaging, and walk up for PC and peripheral hardware issues. Troubleshoots classroom equipment using remote access software. Installs, configures, and troubleshoots supported software, local network and connections, VPN access, and VOIP telephony. Assists with account issues including password resets and account reactivations. Processes and routes requests for systems access and rights permissions. Enters all reported issues into Helpdesk software ticketing system. Escalates issues beyond scope to appropriate groups for resolution using the ticketing system. Verifies and updates campus computer inventory in ticketing system. Assists with IT project planning and implementation as assigned. Ensures adherence to the Family Educational Rights and Privacy Act for access to student accounts. Serves as a member of on call team for after-hours technology emergencies. Show less

• Systems Support Technician

  • May 2012 - Apr 2016

  Lead field technician handling trouble tickets from Tier 1 to Tier 3. Create, escalate, and resolve tickets via Track-IT Technician Client. Schedule, assign, and supervise work performed by junior technicians. Plan new and temporary workstation installations and hardware moves. Research, create, test, and document fixes for common issues in the Enterprise environment. Perform migrations and data retrieval on virus infected systems following approved methods and policies. Record inventory data and load new hardware prior to installation. Execute inventory audits of campus systems. Use Waspnest Inventory Control to track items in the on-site parts inventory. Show less