Amelia Whitlow

• Primary job function involves serving as a customer liaison supporting their business needs and IT strategy development
• This support includes identifying, researching, resolving and/or routing customer issues or complaints to the appropriate area
• It also includes knowing the process for creating, monitoring, the resolution of, and closeout of support tickets resulting from customer requests
• The role interacts with assigned customer organizations to foster communication, ensure that they are aware of services offered, and educate them in how to obtain services, including the process for requesting the services
• Maintain a technical understanding of the customer's requirements and the products and services that are available to meet their needs
• Directly interact with the organization's IT Business Managers to provide information in order to facilitate budget, cost, and technical reviews
• Expedite approvals through various approval boards and working groups on behalf of the customer
• Notify, facilitate, and monitor projects, service requests, and issues with the appropriate stakeholders on behalf of the customer
• Act as a Service Element Technical Expert (SETE) to the assigned organization and serve as the technical expert for the offered products and services
• Participate in pilots and pathfinders, related to the services and products and develop training and communications as needed
• Must stay informed of industry best practices and new technologies for business and customer relationship management.
• Skills: Process Improvement · Project Management · Sharepoint Adminitrator · Software Development

• Primary job function involves serving as a customer liaison supporting their business needs and IT strategy development
• This support includes identifying, researching, resolving and/or routing customer issues or complaints to the appropriate area
• It also includes knowing the process for creating, monitoring, the resolution of, and closeout of support tickets resulting from customer requests
• The role interacts with assigned customer organizations to foster communication, ensure that they are aware of services offered, and educate them in how to obtain services, including the process for requesting the services
• Maintain a technical understanding of the customer's requirements and the products and services that are available to meet their needs
• Directly interact with the organization's IT Business Managers to provide information in order to facilitate budget, cost, and technical reviews
• Expedite approvals through various approval boards and working groups on behalf of the customer
• Notify, facilitate, and monitor projects, service requests, and issues with the appropriate stakeholders on behalf of the customer
• Act as a Service Element Technical Expert (SETE) to the assigned organization and serve as the technical expert for the offered products and services
• Participate in pilots and pathfinders, related to the services and products and develop training and communications as needed
• Must stay informed of industry best practices and new technologies for business and customer relationship management.

• Process requests from Customers regarding access, account management, site maintenance, outages, etc
  • Manage the resolution of problems, issues, and complaints
  • Interface with developers to resolve existing issues, diagnose and to prevent potential infrastructure issues
  • Assess and process/system performance and develop recommendations for improvement
  • Lead or participate in process/system improvement
  • Monthly Metrics for ISS Department
  • Manage and Support Applications used by the International Space Station and supporting teams
  • Create Change Request Approvals
  • Fix Issues with Applications and software
  • SharePoint 2003, 2007, 2010,2013, 2016 - Site Collections Admin
  • Trained New and existing users
  • Manage Site Permissions, Libraries, Sites, and Content and Customization of Sites
  • SharePoint Microsoft 365 - Cloud based Services - Manage Site Permissions, Libraries, Sites, and Content and Customization of Sites
  • Sharegate - Migrating and Running Reports
  • WordPress Site Administrator- Site Administrator, migrating of sites and content
  • Developing and creating sites per customer requirements
  • Web Administrator- minimal coding and updating of sites and content
  • QA tester: revising and updating application and system scripts
  • While working closely with developers and PMP on projects and applications releases
  • Create Training Scripts and Modules
  • Team Lead and training new employees on ISS Applications, procedures and ISS IT Customer Service and Gateway Requests
  • Completed and processed NAMS (Manage Application Services Accounts for Users) Closing
  • Accounts and processing them with IT Accounts
  • Managing several inboxes, requests and creating JIRA Tickets
  • Supported JIRA Software, JIRA Service Desk, including creation and management of custom, dashboards, and reports configurations.
  • Provided primary customer support to internal and external customers.
• Provided analytical support and technical advice during conceptualization, development and implementation phases.
• Collaborated with technical and non-technical staff and contractors at various levels to complete projects.
• Provided functional and technical direction and planning through project brainstorming, design and completion.
• Converted documents from one application to another.
• Transmitted documents, organized revisions and tracked changes.

• Process requests: for new users or sites, in supported processes and systems
• Gathers data for using SharePoint and Microsoft Programs
• Manages the resolution of problems, issues, and complaints
• Interfaces with developers to resolve existing issues, diagnose and to prevent potential infrastructure issues
• Train and assist new users with SharePoint
• Assess process/system performance and develop recommendations for improvement
• Lead or participate in process/system improvement
• Audits ISS sites for interface and contact uniformity
• Research and development ways that NASA can utilize SharePoint
• Provided analytical support and technical advice during conceptualization, development and implementation phases.
• Leveraged built-in and hand-crafted development techniques using native SharePoint technologies or designed and developed user-friendly end product for custom solutions.
• Maintained organized and efficient document flows by using excellent planning and multitasking skills.
• Converted documents from one application to another.
• Prepared documents for projects in accordance with project manager, team, or client specifications.
• Created and maintained user accounts and properly routed documents for approval and training.

• Process user requests: e.g. for new users or sites, in supported processes and systems.
  • Gathers data for metrics and delivers reports, using SharePoint and Microsoft Programs.
  • Manages the resolution of problems, issues, and complaints.
  • Interfaces with IT to resolve existing issues, diagnose and to prevent potential infrastructure issues.
  • Train and assist new users with SharePoint.
  • Assess process/system performance and develop recommendations for improvement.
  • Lead or participate in process/system improvement.
  • Develop Manage and Customize Strategic Accounts 10 major Accounts, and Asset Sites for each of their Intranet & Extranet Sites.
  • Audits sites for interface and contact uniformity.
  • Gather’s “Scorecards for Utilization” of accounts.
• Maintained and verified accuracy of records and generated miscellaneous reports.

• Works Directly with Director, Manager and Supervisors of Quality Assurance/Quality Control, also assisting the Chemist and Lab Technicians in Testing and other tasks.
• Generate Certificate of Analysis/Certificate of Conformance and Statement of Suitability’s, for Department Director and Manager.
• Closing of Inspection Lots in SAP
• SAP- Uses it daily for several departments in logging in data and investigating data within the company.
• Quality Control Inventory; maintain current inventory for QC supplies, receiving of supplies and distributing.
• Stewardship of Incoming “Special Samples” to QC.
• Maintain QC Training Manuals
• Administrative Responsibilities; faxing, copying, scanning, maintaining files, logbooks, mail pick-up
• Coordinate and Organize the QC Lab, meetings, training, events etc…
• Maintain Monthly Metrics and Budgeting for Management using Microsoft Excel, for several locations within the company.
• New Hire Orientation and Documentation; Uniforms, Security, Site Orientation and Safety, Office Supplies.
• Creates, and manages forms: Organizational Chart, Emergency Contact Forms, Employee contact information and details.
• Maintain and develop Quality Control Safety Structure Program in SharePoint for all Odessa and Fresno Location.
• Uniform Coordinator for department: Tracking, updating, ordering for new employees.
• Manages SharePoint site as Developer, and Administrator for Champion Technologies, Fresno, Odessa, Aberdeen, Corsicana, Calgary, etc.
• Designed and Administered QHSSE’s Site, for their department while maintaining my current position duties. As well as assist in the development for other department sites.
• Assist QHHSE Department with any Audits, SharePoint needs or policies and procedures.
• Maintained the position Document Control Coordinator for the Fresno Plant.

• Scanned, filed and transmitted various documents and adhered to digital filing procedures.
• Evaluated current document processes, suggested methods for change and implemented successful improvements.