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WORK HISTORY WALSWORTH PUBLISHING Computer Support Specialist, Marceline, MO 2019-Current ▪ Customer Support ▪ Production Support ▪ Responded to incoming customer calls and listened attentively to identify and quickly resolve issues with software, computer problems and online applications. ▪ Maximizes use of hardware and software by training users; interpreting instructions; answering questions. ▪ Prepares reference for users by writing operating instructions. ▪ Maintains client confidence and protects operations by keeping information confidential. ▪ Contributes to team effort by accomplishing related results as needed. ▪ Effectively streamline systems and processes to improve productivity. ▪ Examine various software systems and identify advantages and roles. ▪ Apply both technical skills and business training to solve real-world problems. ▪ Leverage advanced skills and knowledge to succeed as a computer support specialist. KENNON 2018-2018 Shift Supervisor  Managing the workflow of employees, creating team schedules and delegating tasks  Assessing the work performance of employees and identifying areas that need improvement.  Ensuring that business goals, deadlines and performance standards are met.  Training and onboarding new hires to make sure they understand their roles.  Setting goals for workers and making sure they comply with the company's plans and vision.  Reporting performance records and evaluations to HR and senior management  Keep abreast of new company products and services.  Work and collaborate with team members to maximize efficiency. PTOLEMY DATA SYSTEMS, Sheridan, WY 2016-2018 Systems Engineer ▪ Provide 1st and 2nd level support. ▪ Liaise with vendors and other IT personnel for problem resolution. ▪ Provide scripts to read from during phone calls. ▪ Keep abreast of new company products and services. ▪ I provide first call resolution support using remote management, email and telephones. This includes both hardware and software issues related to computers, laptops, printers, servers, broadband, Wi-Fi and other equipment. ▪ Open tickets for any service requests to track troubleshooting procedures as well as escalate difficult issues to the correct technical support. ▪ Work and collaborate with team members to maximize efficiency. ▪ Document all functions required and load into correct databases. WALSWORTH PUBLISHING Computer Support Specialist, Marceline, MO 2012-2016 ▪ Customer Support ▪ Production Support ▪ Responded to incoming customer calls and listened attentively to identify and quickly resolve issues with software, computer problems and online applications. ▪ Maximizes use of hardware and software by training users; interpreting instructions; answering questions. ▪ Prepares reference for users by writing operating instructions. ▪ Maintains client confidence and protects operations by keeping information confidential. ▪ Contributes to team effort by accomplishing related results as needed. ▪ Effectively streamline systems and processes to improve productivity. ▪ Examine various software systems and identify advantages and roles. ▪ Apply both technical skills and business training to solve real-world problems. ▪ Leverage advanced skills and knowledge to succeed as a computer support specialist. ONSHORE TECHNOLOGY SERVICES, Macon, MO 2011-2012 Business Process Outsourcing Team Lead (Consultant to Cassidy Turley Commercial Real Estate Services) ▪ Works with business development and information technology project team members to identify and respond to complex, medium to large potential and current client needs. Meets with client(s) senior management to develop alliances, convey to client Company’s understanding of client business and related infrastructure. ▪ Selects and hires employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Motivates and rewards employees including providing salary increases, bonuses and promotions within allocated budgets and company guidelines. ▪ Develops and manages implementation plans, budgets and work schedules; manages scope and staffing needs. Resolves escalated issues and conflicts; continually re-evaluates and manages priorities. ▪ Application Support ▪ Username/Password resets (Yardi Management and Nexus Payables) ▪ Username/Password setup (Yardi Management and Nexus Payables) ▪ W9 approvals and rejections ▪ Using the IRS site for verification of W9’s for each vendor ▪ PeopleSoft vendor setups Administrative Specialist (Consultant to Ameren UE) ▪ Work directly under Applications Development Supervisor Security & Planning – Security as a Consultant. ▪ Run and maintain the SOX and Segregation of Duties report. ▪ Updating all NERC/CIP Compliance folders. ▪ Documented all documents pertaining to badging printers for Ameren. ▪ Run Supervisory Advisory Reports for NERC compliance. ▪ Lease Abstracts and Lease Audits HERFF JONES, Marceline, MO 1999—2010 Technical Support Advisor Backup/Customer Service Clerk (2008—2010) ▪ Responded to incoming customer calls and listened attentively to identify and quickly resolve issues with software, computer problems and online applications. ▪ Compiled weekly reports for sales representatives to provide accurate, updated information about their customer accounts. ▪ Thoroughly completed and billed all customer and sales rep supply orders to ensure on time product delivery. ▪ Maintained/updated/corrected all files for customer accounts to ensure accuracy. ▪ Documented all customer calls in FileMaker Pro to track issues and ensure proper resolution. ▪ Met all deadlines through hard work, focus and self-discipline. ▪ Installed software for IBM (PC) and Apple (MAC) ▪ Coordinated production work from the corporate online program using eDesign and Voyager to download and review. ▪ Proofread and edited production work while meeting deadlines to ensure customer loyalty/satisfaction.