Andrea Gardner
IT Process Improvement Analyst Sr
Fort Worth,TX
Summary
Methodical Process Improvement Analyst focused on developing analytical models and proactive solutions to different process issues. Strategic planner, complex problem-solver and team collaborator with excellent verbal and written communication skills. Adept at preparing presentations, documents and reports outlining the results of process analyses conducted on business and IT areas such as Access Management and Onboarding. Profecient at collecting data and forecasting trends to support the decision-making process at the highest levels.
Overview
29
29
years of professional experience
Work History
IT Process Improvement Analyst Sr
Stericycle Inc
Fort Worth, TX
07.2020 - Current
- Reviewed forecasts, schedules and procedures to assess current work processes and conditions.
- Recommended improvements for cross-functional projects and processes.
- Monitored implemented solutions, documented data and modeled trends.
- Developed process improvement initiatives and analyzed problems to create corrective action strategy.
- Completed process mapping to provide foundation for evaluations.
- Identified problems and worked with senior management to develop effective solutions.
- Resolved technical issues and provided approval recommendations effectively.
- Evaluated risks through investigating sources and processes.
- Served as technical liaison between multi-functional departments, compliance groups for continuous improvement.
- Key role in Onboarding solution to reduce onboarding access issues from 2 weeks to 2 days.
- Identified appropriate methodology to shorten cycle time and achieve target margins.
- Resolved technical and quality issues by collaborating with customer, manufacturing, quality assurance, vendors and supplier personnel.
IT Tier 2 Support Team Lead
Stericycle Inc
Fort Worth, TX
11.2017 - 07.2020
- Monitored systems in operation and input commands to troubleshoot areas such as uptime and performance.
- Devised solutions to operations issues related VOIP Software, Cisco AnyConnect to name a few, working closely via phone, email, live chat and web teleconference.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Configured hardware, devices and software to set up work stations for employees.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to ever changing environment.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Patched software and installed new versions to eliminate security problems and protect data.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Analyzed desktop implementations issues to identify troubleshooting methods needed for quick remediation.
- Used ServiceNow ticketing systems to manage and process support actions and requests.
- Performed tests of functionality, security and performance of different workstations and devices.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Built and provided basic end-user troubleshooting and desktop support on Windows and Mac systems.
- Managed high levels of call flow and responded to Major Incident technical support needs.
- Authored over 200 articles and entries for Support Desk and End users for problem resolutions and how to for addition to support knowledge base.
- Provided on-call support as Major Incident Manager.
- Collaborated with vendors to provide support to our environment.
- Used batch and powershell scripting skills to contribute to internal technical tools.
- Helped streamline repair processes and update procedures for support action consistency.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Defined and documented technical support best practices for Support Desk.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across North America time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Resolved system, hardware and telephone issues within minimum time, improving efficiency among all departments.
- Provided Tier 1 and Tier 2 IT support to non-technical internal users through desk side support services.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
- Instructed junior team members on protocols and procedures to maximize contributions.
- Directed and supervised team of 10 engaged in Tier 2 Support.
- Audited team performance and compliance.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
IT Support Tier 2 Technician
Stericycle Inc
Fort Worth, TX
03.2016 - 11.2017
- Patched software and installed new versions to eliminate security problems and protect data on desktops/laptops.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Used batch and powershell scripting skills to contribute to internal technical tools.
- Processed over 200 support requests weekly for technical assistance on wide range of issues.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Built and provided basic end-user troubleshooting and desktop support on Windows and Mac systems.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Configured hardware, devices and software to set up work stations for employees.
- Provided on-call support for critical issues.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Compiled and accurately entered data for each customer encounter to record in system.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Defined and documented technical support best practices.
- Performed tests of functionality, security and performance of different workstations and devices.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Helped streamline repair processes and update procedures for support action consistency.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
IT Support Specialist and Trainer
San Miguel County Government
Telluride, Colorado
01.2000 - 01.2016
- Part of IT Team
- Website Management
- Managed Trainings and Teaching employees
- Microsoft Office
- Smart Phones (iPhones, Android, Blackberry, Samsung and Windows)
- Email Clients
- Web based software
- Desktop Support
- Troubleshooting
- Help with Software Questions via phone.
- Install Software
- Research and Pricing for Software
- Norwood County Annex and Dispatch/Sheriff’s Office
- Troubleshooting Windows 2008 Server.
- Active Directory- Users and Groups.
- Group Policy Management
- Network Troubleshooting
- CISCO Router
- HP Router VLAN Tagging
- Multifunction Support
- Procurement of hardware
- Dispatch Phone System
- Inventory Control of all Computers and peripherals
- Managing budgets
- Maintain GIS mapping database
- Project manager of map project for County Road Status
- Office Management
- Procurement of building and office supplies
- Research and Pricing
- Inventory control of Road and Bridge Shops
- Time keeper for payroll
- Accounts receivable and Accounts payable.
Computer Technician
Telluride Bytes
Telluride, Colorado
01.2012 - 01.2013
- Computer Repair and Maintenance, in person and remotely.
- Troubleshooting backup
- Running system utilities
- Keeping software up to date
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Linked computers to network and peripheral equipment, including printers and scanners.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
Clerk
Fair Organizer, San Miguel County Extension Office
Norwood, Colorado
01.2000 - 01.2007
- Part of a 6-8 person team organizing events for the San Miguel Basin Fair and activities prior to fair.
- Duties included scheduling, obtaining judges, and accommodation reservations for judges.
- Maintain budget; including receivables and payables, prepare documents and data entry during events.
- Andrea Gardner ~ 2.
- Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
- Handled high-volume paperwork and collaborated with Finance department to resolve invoicing and shipping problems.
- Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records.
- Drafted professional memos, letters and marketing copy to support business objectives and growth.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs using MS Office suite.
- Provided quality clerical support through data entry, document management, email correspondence and overseeing operation of office equipment.
- Assisted customers by answering questions and fulfilling requests.
- Delivered clerical support by efficiently handling wide range of routine and special requirements.
- Enhanced collaboration between team members by preparing meeting materials and taking clear notes to distribute to stakeholders.
- Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
- Educated customers.
Skills
Communication (Written/Oral)ITIL StandardsChange and Major Incident ManagementServiceNowExpert- Excel, Word, Outlook and PowerPointO365 AdministrationMicrosoft IntuneSOX CompliancePCI SupportSuccessFactors and SAP Identity ManagementCertified TrainerIT Asset Management- Desktops/LaptopsSQL ReportingLansweeperMicrosoft System CenterPowershell/Batch ScriptInfrastructure- Windows Server 2008/2012Hyper V/VM WareNetworking/FirewallsDivestituresKnowledge Base WriterVOIP Phone SystemsCustomer ServiceSAP Crystal ReportsApple/Android ManagementGmail AdministrationSpillman-Linux BasedTrainer
Knowledge Base Contributor
Service Operating Procedure UpdatesDesktop Deployments – GloballyProblem Escalation ManagementAccounts payable/Accounts Receivable
Active DirectoryBudget ManagementCustomer ServicePCI Environment
ProcurementProject LeadResearchTechnical SupportDepartmental collaboration
Statistical modeling
Business case management
Presentation skills
Recordkeeping skills
Workflow Optimization
Recommendation development
Planning and Coordination
Leadership
Good listening skills
Supervisor
Critical thinking
Maintenance & Repair
Project coordination
Timeline
IT Process Improvement Analyst Sr - Stericycle Inc
07.2020 - Current
IT Tier 2 Support Team Lead - Stericycle Inc
11.2017 - 07.2020
IT Support Tier 2 Technician - Stericycle Inc
03.2016 - 11.2017
Computer Technician - Telluride Bytes
01.2012 - 01.2013
IT Support Specialist and Trainer - San Miguel County Government
01.2000 - 01.2016
Clerk - Fair Organizer, San Miguel County Extension Office
01.2000 - 01.2007