Experience

ExtenData - A DecisionPoint Company

• Software Development
• 1 - 100 Employee

• Systems/Business Analyst

  • Jul 2022 - Present

• Technical Support Specialist

  • Jun 2021 - Present



Eating Recovery Center

• United States
• Mental Health Care
• 700 & Above Employee

• System Administrator, IT Support Manager

  • Oct 2013 - Nov 2018

  IT Support Manager• Manage, monitor and prioritize the service helpdesk queue, including multiple forms of access to help (phones, website, portal, email)• Work with Director to identify ways to improve service delivery through problem resolutions, solution deliveries, and coordination with engineering new ways to deliver IT services to the staff• Maintain and improve key performance metrics in line with industry standards• Work closely with other departments to provide streamlined service to staff• Responsible for all management functions with direct reports including hiring, performance management, timekeeping, expense report approval, and any employee relations involving team members• Provide effective performance feedback to direct reports by establishing clear goals and expectations, including adherence to standards; hold reports accountable for results• Provide leadership, direction, coaching, and development of promoting teamwork and cooperation within the team and throughout the organization• Add/Remove users from Active Directory and Microsoft Exchange• Responsible for IT asset lifecycle management, ensuring adherence to IT standards and policies Includes install, test, and configure computers, printers, and software.• Responsible for mobile device management and support, ensuring adherence IT Policies• Provide support for Microsoft Windows operating systems, VDI’s, terminal servers, Mac OS, and published applications• Orientation and ongoing training of staff on Information Systems, including phones, computers, printers, acceptable use policies, and service request processes. Active participation in the development and upkeep of staff training resources• Ability to multi-task various projects and responsibilities

• IT Trainer/LMS Administrator

  • Oct 2013 - Nov 2018

  Training/LMS• Coordinate with department heads and IT to assess departmental training needs and objectives.• Create, administer, analyze, and report on end user needs assessments and skills assessments.• Develop and coordinate an overall software applications training curriculum for end users of all levels.• Assess, recommend, and purchase courseware packages, and support development of appropriate courseware tools.• Conduct research into computer-based training products and services in support of development and purchasing efforts.• Design, develop, and deliver software applications training programs and individual classes.• Present instructor-led training sessions.• Develop and deliver new courses for new and existing software applications, including all course materials, exercises, and skills evaluations.• Review training materials and documentation and keep them up to date.• Create and communicate training schedules in consultation with departmental decision makers.• Establish and maintain a database to track training participants’ status and results.• Create and administer training event feedback mechanisms. Analyze results, make recommendations for training improvement, and integrate changes in curriculum and/or courses.• Work with internal and 3rd party software developers to keep apprised of changes and upcoming developments in in-house software applications.• Communicate software problems and issues to software development and support teams.• Stay up-to-date with developments in both commercial and custom-built software products used in the organization.



HOSTING

• Technology, Information and Internet

• Provisioning Engineer

  • Mar 2013 - Oct 2013

  • Utilize internal applications to assist with the deployment of server solutions • Install and configure software and hardware for server solutions • QA standard solutions to ensure provisioning and deployment quality, prior to the solution’s release to customer • Properly document standard solutions with any pertinent information (e.g. server location or assigned IP addresses) • Provide regular status updates to customers per the Provisioning Process • Assist Senior Provisioning Technicians and Provisioning Team Lead with the installation, configuration, documentation, and QA of complex solutions • Assist the Operations teams at all locations with Collocated deployments as well as any other aspect of provisioning a solution • Interact and communicate with customers, other departments and third-party vendors to ensure a smooth deployment and provide an exceptional customer experience • Assist Operation teams with escalated issues and properly escalate any incidents or errors with any of our internal applications • Regularly submit and review Provisioning Knowledge Base documentation • Provide daily report summaries to the Provisioning Manager (i.e. work done in a day, impediments encountered, etc.).



National MS Society

• United States
• Non-profit Organizations
• 700 & Above Employee

• Software Application Support

  • May 2008 - Mar 2013

  • Monitor applications, processes and projects to identify potential problems or needs for correction. • Utilize business applications and IT personnel to manage and support a wide variety of systems and processes. • Resolve technical issues expediently and escalate issues to leadership team when critical. • Work effectively with customers to identify and interpret requirements, needs, and problems and to manage project expectations; help customers to develop and implement tactical and strategic plans. • Collaborate with vendors to implement technical functionality, troubleshoot and resolve system issues. • Manage all releases, upgrades, maintenance efforts for applications used within the Society. • Attend and participate in vendor meetings related to support of the application. • Respond quickly to customers’ requests and makes independent decisions that have an impact on their daily operations. • Application expert from software vendors such as Blackbaud/Convio, Epsilon/Altair, Aon/RiskConsole, Barklei/Website Management System, and Remedy/Ticketing System • Efficiently manage a high volume application support ticketing queue and consistently among the leaders in ticket closures. • On-Call IT Support for Chapter fundraising events such as Bike, Walk, Hike, and other special events. • Team Captain for the Home Office Hike Team, raising money to support the cause.