Support Analyst
CGS
Total years of experience :7 years, 7 Months
Developed documents and status reports.
•Utilized and updated Knowledge Base Document articles.
•MSO, Lotus Notes, local/network printers, COTS, server farms, resolved incidents, communicated with technical/nontechnical end users.
Tracked and balanced work load of 12 team members between tickets and projects.
•Responsible for 15 projects; completed 5 moved 5 into the maintenance, dissolved 3 and 2 ready to complete.
•Developed Schedule of Work, held daily standing meetings, weekly meetings to brief superiors.
•Utilized Excel, SharePoint, MS Planner, and MS One Note to maintain and track project tasks.
•Identified and communicated risks inclusive of scope control, task management, budget, created project plans and communicated resolutions, status and resource allocations.
•Developed the Scope of work, time, delegation of task, demanded results status, calculated risk and obstacles to move forward, updated corporate level management meetings, held daily meetings, and meetings with the team in addition to setting up stations for all teams meetings verify the team had all the needed technology.
•Assisted with dismounted and Racked Cisco Firewall and Switches, Managed Cables, troubleshooting.
•Active Directory, Cireson, Configuration Manger, TeamViewer, BitLocker, Planner, Inventory.
Run Statistic Reports for the floor, Attendance Tracking, Purchasing, Interview Scheduling, MS Office, Reports for all campaigns.
•Working independently with remote supervision to Monitor Recordings for 3 call centers working through Skype to collaborate with an offsite team and using multiple systems.
courses: PM Training Six Sigma Yellow Belt CompTIA Security+ Missouri Southern State University AT&T Organizational Change Management AT&T Harvard Business Leadership