April Branch
Lead Systems Applications Specialist
Calumet City,IL
Summary
Promote optimal performance, reliability, and security across core business systems. Results-driven professional offering a progressive, ten-year career in information technology. Repeated success directing IT projects from inception to execution, strategically allocating resources and delegating tasks to achieve on-time, on-budget delivery. Expertly manage technical support operations, diligently troubleshooting issues to identify root causes and prevent recurrence. Process improvement champion with a history of implementing new procedures and technologies to strengthen security posture, enhance operational efficiency, and control costs.
Overview
10
10
years of post-secondary education
17
17
years of professional experience
Work History
Leader Systems Application Specialist
Lansing, IL
10.2014 - Current
- Proving Tier III IT support to non-technical personnel within district
- Manages overall maintenance of existing programs and IT systems, including testing and rollout of all changes and upgrades, MDM AirWatch iPad configuration, Microsoft Exchange/ Active Directory, Spice Works Helpdesk System, creating and managing SIS accounts (PowerSchool), administering VOIP communication system (Avaya Management), and Windows Deployment Services (WDS).
- Updates of POS, perform E-Learning remote troubleshooting (Splash Top, VPN) and managing district emergency system (RedSky E911).
- Perform end user computing and desktop service operations.
- Made recommendations and performed upgrades, assisting district in technology planning aligned with growth projections.
- Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs and enhancements.
- Implemented and managed operating systems and software.
- Contributed to project cost estimates and budgets based on assessment of district's needs.
- Recommended and installed upgrades and helped district to plan for technology to match growth.
- Created service level agreement for IT operational functions including help desk operations.
- Gathered and defined staff requirements to develop clear specifications for project plans.
- Managed team of 4 employees, overseeing hiring, training, and professional growth of employees
- Led projects and analyzed data to identify opportunities for improvement
- Proved successful working within tight deadlines and fast-paced atmosphere
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Worked closely with Director of Technology to maintain optimum levels of communication to effectively and efficiently complete projects
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Created plans and communicated deadlines to ensure projects were completed on time
Software Support Specialist
Legacy Professionals LLP
Chicago, IL
11.2013 - 04.2014
- Configured hardware, devices and software to set up work stations for 50-100 employees.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Worked with software development team of six on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Helped streamline repair processes and update procedures for support action consistency.
- Collaborated with 3-5 vendors to locate replacement components and resolve advanced problems.
- Carried out day-day-day duties accurately and efficiently.
University of Chicago Medical Center
Chicago, IL
09.2005 - 10.2013
- Provided customer service/greeted families and visitors, handled all word processing and data entry of patient information for applicable database, assisted doctors and nurses with patient needs.
- Ordered production items and maintained inventory, answered telephones, and represented company in professional manners.
- Patient admission and discharge.
IT Consultant
Catalyst Schools
Chicago, IL
05.2012 - 09.2013
- Implemented and managed operating systems and software, security systems and intrusion detection systems.
- Recommended and installed upgrades and helped businesses to plan for technology to match growth.
- Consulted with engineering team members to determine system loads and develop improvement plans.
- Inspected equipment, assessed functionality and optimized controls.
- Evaluated business requirements, leveraging information to forecast costs relating to hardware, software and consulting.
Education
MBA - Project Management
DeVry Keller
10.2018 - Current
Master of Project Management -
10.2018 - 08.2020
Bachelor of Science - Technical Management/Business Information Systems
DeVry University
07.2013 - 06.2017
AAS - Computer Information Systems
City Colleges of Chicago, Richard J. Daley College
09.2011 - 05.2013
Skills
Configuration management
Customer Service
Critical thinking
System troubleshooting
Budget and cost analysis
Excellent interpersonal skills
Project Management
Operations management
Employee training and development
Software diagnosis
Business Development
Timeline
MBA - Project Management
DeVry Keller
10.2018 - Current
Master of Project Management -
10.2018 - 08.2020
Leader Systems Application Specialist
10.2014 - Current
Software Support Specialist
Legacy Professionals LLP
11.2013 - 04.2014
Bachelor of Science - Technical Management/Business Information Systems
DeVry University
07.2013 - 06.2017
IT Consultant
Catalyst Schools
05.2012 - 09.2013
AAS - Computer Information Systems
City Colleges of Chicago, Richard J. Daley College
09.2011 - 05.2013
University of Chicago Medical Center
09.2005 - 10.2013