Schneka N. Graham
Desoto,TX
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
15
15
years of professional experience
Work History
IT Manager
Federal Emergency Management Agency, FEMA
10.2022 - Current
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels.
- Facilitated seamless transitions during system upgrades or migrations by coordinating between stakeholders and mitigating potential disruptions to business operations.
- Led a skilled IT team in providing exceptional technical support, fostering a collaborative environment that promoted professional growth.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
- Customized and repaired technology based on staff requests.
IT SPECIALIST
Federal Emergency Management Agency, FEMA
03.2017 - 10.2022
- Maintained a comprehensive knowledge of current industry trends, developments, tools, or techniques relevant to the role of an IT specialist.
- Walked individuals through basic troubleshooting tasks.
- Provided exceptional customer service by promptly addressing problems reported by end-users.
- Efficient in Remedy and Service Now Platform.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Configured hardware, devices, and software to set up work stations for employees.
- Established strong relationships with vendors, negotiating favorable contracts while maintaining high-quality products and services.
- Reduced downtime by identifying potential issues and resolving them proactively.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Streamlined technical support process for enhanced user satisfaction and faster issue resolution.
- Monitored systems in operation and input commands to troubleshoot areas.
- Trained employees on new technologies, increasing competency levels across the organization.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Generated reports to track performance and analyze trends.
- Consistently lifted materials weighing as much as 50 pounds.
- Performed routine maintenance checks on warehouse equipment to ensure optimal functionality at all times.
- Operated various types of warehouse machinery safely, adhering to all relevant guidelines and protocols.
- Maximized available storage space by utilizing vertical stacking techniques when arranging inventory items.
- Supported customer satisfaction efforts through prompt resolution of delivery issues.
HELPDESK SUPPORT
HCL America
10.2013 - Current
- Responsible for troubleshooting computer issues with Fedex systems
- Offer computer IT support for PCs, printers, laptops
- Escalate cases to Level 2 support that need further assistance
- Microsoft Outlook troubleshooting
- Create tickets for cases to be follow-up on for service to systems
- Work through VDI Fedex system
- Troubleshooting Mobile Devices Excellent Interpersonal skills
- Email configuration and support on MS office tools
- Create Remedy tickets
- Troubleshooting Mobile Devices
- Streamlined helpdesk support for faster response times and increased end-user satisfaction.
- VPN troubleshooting and Incident Management
- Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions
- Update work logs
- Coaching analysts for correct routing of tickets, capturing critical information
DATA ENTRY SPECIALIST / SKYLINE PERSONNEL
TrialCard
05.2013 - 10.2013
- Responsible for entering patient information in rapid rebate system
- Entered billing amount into system
- Calculated patient responsibility (deductible/coinsurance)
- Assigned patient EOB to their accounts
- Sent documents to queue that needed to be rescanned into system
TIER 1 TECHNICAL SUPPORT/CALL CENTER SPECIALIST / DATROSE
Kodak
08.2009 - 12.2012
- Responsible for troubleshooting TCP/IP addresses, DNS servers, connectivity, gateways, subnet mask, device management and OS systems
- Used Active Directory for resetting passwords, change and update IP addresses for network connectivity and to PING devices
- Sound knowledge of desktop administration of Active Directory domains, including rights and permissions of user, group and computer accounts
- Trained on G3/G4 hardware and software, Apex Systems Hardware and Software, Dry Lab and Wet Lab Systems, Print Scanners, Photo Printers, Installation, Diagnostics Tools, Minilabs, Connectivity between Kiosks and Minilabs/Dry Labs/Wet Labs
- Worked in a system called ScanPlus; which allowed our team to re-paged technicians to go back out to stores if another part had arrived, to track a technicians location
- Assisted the AUR (Advanced Unit Replacement) team with approving parts to be sent out to stores and calling stores to verify address information, contact information, serial numbers for parts that needed to be ordered, and that part was needed
- Tracked parts on UPS, FEDEX, DHL website to make sure part was in route to store or had arrived to store before we informed tech
Education
No Degree - Business Management, Computer Info Systems
North Carolina Central University
Durham, NCHigh School Diploma -
C.E. Jordan High School
Durham, NC06.1997
Skills
- Application support
- Technical troubleshooting
- Team development
- Documentation and reporting
- IT resource use
- Mobile technologies
- Technical support oversight
- Problem-solving
- Interpersonal skills
- Time management
- Effective communication
- Analytical skills
- Written communication
- Budget administration
- Teamwork and collaboration
- Hardware troubleshooting
- Staff hiring
- Operational reporting
- Performance metrics
- IT compliance
Timeline
IT Manager
Federal Emergency Management Agency, FEMA
10.2022 - Current
IT SPECIALIST
Federal Emergency Management Agency, FEMA
03.2017 - 10.2022
HELPDESK SUPPORT
HCL America
10.2013 - Current
DATA ENTRY SPECIALIST / SKYLINE PERSONNEL
TrialCard
05.2013 - 10.2013
TIER 1 TECHNICAL SUPPORT/CALL CENTER SPECIALIST / DATROSE
Kodak
08.2009 - 12.2012
High School Diploma -
C.E. Jordan High School
No Degree - Business Management, Computer Info Systems
North Carolina Central University
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