Experience

AIS Planning

• United States
• Financial Services
• 1 - 100 Employee

• Client Service Associate

  • Jan 2022 - Present



Northwestern Mutual

• United States
• Financial Services
• 700 & Above Employee

• Associate Financial Representative

  • Jan 2018 - Jan 2022



Dell Technologies

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

• Project Program Management Sr. Analyst

  • Mar 2007 - Dec 2017

  Management of Information Technology projects while implementing Perot Systems Project Management Methodology. Lead project team through project feasibility, initiation, planning, execution, change management, risk management, and shutdown. Provide project outputs, such as feasibility reporting, project plans, meeting minutes, status reports, cost estimations, RAIDO documents, time and labor analysis, and post project reporting. Manage client relationship ensuring customer satisfaction.

• Deskside Services Regional Manager

  • Jul 2005 - Mar 2007

  Manage the duties of an onsite and remote Deskside Support team. Responsible for staffing, quality assurance and customer service. Responsible for Deskside Support for 13 sites within the Northern Region. Provide direction for team members to complete assignments using Perot Systems policies and procedures. Participate in new application or technology design and deployment. Demonstrate continuous effort to improve processes and procedures. Perform semi-annual and annual performance appraisals. Manage End User Computing projects for Deskside Support team. Provide technical support by performing installation, repair, and preventative maintenance of desktop computers, laptops, peripherals and software. Troubleshoot software/hardware failures. Identify network and/or firewall problems related to desktop computers and escalate to appropriate support teams for resolution. Show less



Wolters Kluwer

• Netherlands
• Information Services
• 700 & Above Employee

• Senior Helpdesk Analyst

  • Apr 2001 - Jul 2005

  Lead, direct and mentor Helpdesk employees. Provide leadership in problem resolution. Lead projects with IT initiatives. Provide training to Helpdesk employees. Define policies and procedures for Helpdesk employees and end users. Responsible for installation, configuration, and support for more than 1000 desktops/laptops, printers, and peripheral devices. Responsible for daily administration of Microsoft Exchange, Microsoft and Novell networks, and various network applications. Ensure network security. Create Ghost images used to deploy desktops/laptops. Resolve customer computing problems in areas such as desktop functionality and connectivity to networks, internet and AS/400. Provide ongoing support for inside and outside customer base via telephone, email, and voicemail. Participate in new application or technology design and deployment. Demonstrate continuous effort to improve processes and procedures. Provide day-time and on-call support for Telecommunications. Show less

• Information Services Specialist

  • Jun 1997 - Apr 2001

  Responsible for End User Support for more than 80 desktops, including printers and peripheral devices in the Retirement Plan Services Department. Resolve end user computing problems in areas such as desktop functionality, network connectivity, internet connectivity and AS/400 connectivity. Define policies and procedures for Information Services employees and end users. Demonstrate continuous effort to improve processes and procedures. Perform application analysis and development. Perform AS/400 query development. Participate in Corporate Information Technology initiatives, such as new application or technology design and deployment. Serve as a liaison between the Retirement Plan Services department and Corporate Information Technology department. Show less