Experience

Sigma Resources LLC

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Help Desk Supervisor / QA Lead

  • Jan 2022 - Present



Ciber Global

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

• Help Desk Manager / QA Lead

  • Jan 2005 - May 2019

  Principal Consultant - Help Desk Manager / QA Lead • Provided customer support to the Wisconsin Department of Health Services for the ROSIE WIC Web-based Program, using Web Help Desk problem reporting system. • Types of calls received are, Application outages, Application Errors, Functional, How-To Questions, Performance, Security, Internet and Hardware. • Provided critical incident support by escalating all outages to the Local IT and/or Corp IT team members, senior management and the Wisconsin State Office senior management. Provided status updates to all management and affected parties during the outage process to include the resolution for the following applications: o ROSIE WIC application - web server, database server or internet outages o Microsoft Access Ad-hoc Database outages o myWIC mobile phone application outages o Cisco Softphone outages o Cisco AnyConnect Secure Mobility Client VPN outages o Web Help Desk ticketing system outages • Developed, executed test cases and conditions in support of the ROSIE database application development project for the Wisconsin WIC Program. • Responsible for the thorough User Acceptance testing and documentation of the application’s various modules using Visual Studio 2010. • Responsible for creating the (CR) Change Request process in Microsoft Visual Studio 2010. • Responsible for maintaining the Change Request process through QA, UAT and Production environments. • Updated the User Guides for each section with any application changes from the monthly rollouts. • Prior experience using Mercury’s Test Director for testing and documentation of the ROSIE Web application. • Prior experience using Remedy Reporting system to maintain customer call reporting. Show less



Tech Resource Group

• Raleigh-Durham, North Carolina Area

• Help Desk Manager

  • Jan 1999 - Sep 2004

  Help Desk Manager September 2002 – August 2004 • Managed a 4-member help desk team for Pfizer Pharmaceutical Co., using the Peregrine Service Center for ticket reporting. Supported 13 applications, providing level II support for scientific applications. • Created and implemented Quality Assurance reviews and monthly scorecards for the helpdesk. • Created and updated all Call Handling Procedures for each application supported by the helpdesk. Help Desk Manager August 2001 – August 2002 • Managed a 15-member help desk team to support State Farm Insurance Corporate employees, providing level I support. • Types of calls received, Lotus Notes, Microsoft Outlook, Hardware and Connectivity issues. • User base included over 10,000 employees from Bloomington, Illinois, handling 100 – 300 calls a month. Help Desk Manager August 2000 – July 2001 • Managed a 22-member team that provided technical support for State Farm Insurance Agents using the Windows NT environment providing level II support. • Resolved highly complex application how-to’s, network connection issues, printer problems, and software installations. • User base included over 16,000 Agents worldwide, handling 200 – 500 cases a month. Help Desk Technician January 2000 – July 2000 • Provided technical support for State Farm Insurance Agents. • Subject Matter Expert for the Business Management & Sales Process application. • Responsible for 5 Analysts to ensure their cases were being handled within the SLA guidelines. • User base included over 16,000 Agents worldwide, handling 200 – 500 cases a month. Help Desk Analyst June 1999 – December 1999 • Provided technical support for State Farm Insurance Agents providing level II support. • Resolved highly complex application how-to, network connection issues, printer problems, and software installations. Show less



Aspen Systems Corporation

• IT Services and IT Consulting
• 1 - 100 Employee

• Help Desk Specialist

  • Aug 1995 - May 1999

  Help Desk Specialist • Contractor for Defense Information Service Agency (DISA), Mechanicsburg PA. • Provided first level customer support to users in the specialized areas of network connectivity, access procedures for application, and payroll databases using Remedy problem reporting system. • Knowledge in OS390 IBM multi-host platform using Netview, Infopac, CICS, QMF, TSO, and Jes. • Previous DOD Secret Security Clearance, now inactive. Help Desk Specialist • Contractor for Defense Information Service Agency (DISA), Mechanicsburg PA. • Provided first level customer support to users in the specialized areas of network connectivity, access procedures for application, and payroll databases using Remedy problem reporting system. • Knowledge in OS390 IBM multi-host platform using Netview, Infopac, CICS, QMF, TSO, and Jes. • Previous DOD Secret Security Clearance, now inactive.