Beth Deram
Waukegan,IL
Summary
Results-driven IT professional with experience in a variety of industries with a focus on IT Operations administration. Well-disciplined with a proven ability to manage multiple projects while meeting tight deadlines. Excels at the people side of IT through excellent communication skills and the ability to work effectively with all levels of the organization.
Overview
18
18
years of professional experience
Work History
Business Systems Analyst
AbbVie
01.2013 - Current
- Collaborated with cross-functional teams to develop comprehensive project documentation and specifications.
- Implemented data analysis tools, enhancing reporting accuracy and decision-making capabilities.
- Assessed business requirements to create focused solutions.
- Identified critical issues within existing systems, providing recommendations for resolution and prevention of future problems.
- Improved business processes by analyzing system requirements and implementing effective solutions.
- Offered input for complex documents to support client-ready final versions.
Mobility & Messaging
ABBVIE
01.2013 - Current
- Responded promptly to escalations for L2 technical support incidents. Supported 40,000+ mobile devices including hardware, carrier services, and internal applications.
- Developed and maintained knowledge base articles for standard operating procedures, best practices, and customer service guidelines.
- Maintained current and accurate data in TEM applications via both automated feed and manual entries as part of onboard/offboard processes.
- Collaborated with Mobility Engineering to review and align TEM device assignments with MobileIron device assignments, leading to the successful upgrade or to meet current iOS standards and compliance requirements.
- Maintained carrier discrepancy reporting
- Primary contact and coordination lead and for a global Blackberry decommissioning project overseeing the transition of over 5000 users to iOS/Android devices.
- Engaged in frequent travel as part of the “TechSpot” team, delivering on-site mobility support and training to sales teams at multiple global locations.
- IT Technical Specialist Messaging/Collaboration
- Responsible for the oversight of daily operational activities including incident monitoring and escalations.
- Performed vetting and root cause analysis for all P1/P2 major incidents and outages.
- Responsible for creating and managing problem records and following up on all assigned problem tasks.
- Coordinated with global partners in EMEA and JAPAC regions to ensure a 24/7 global support model.
- Worked with management and partner teams to identify shift left opportunities resulting in quicker resolution times, a reduction of incident escalations and greater customer satisfaction.
- Contact for global MS Teams rollout and Outlook upgrade projects.
- Worked with users creating email filters/spam/allow listing external email through Cisco Ironport
- Successfully developed and implemented an internal support process for a high-profile collaboration project with an external partner company, ensuring a secure exchange of time sensitive data between firms with minimal downtime.
Technical Support Specialist – Mobility & Collaboration
ABBOTT
09.2007 - 01.2013
- Provided global L2 support for all corporate mobile devices, including hardware, software and applications.
- Responsible for support and maintenance of instant messaging and collaboration platforms and all related applications.
- Documented open case status and provided timely updates to management and end-users.
- Worked with cellular service providers to complete administrative tasks, including number ports, device orders, and billing updates.
- Collaborated with Service Desk leadership to identify opportunities to expand the scope of the Service Desk and increase L1 resolutions.
- Oversaw the management and maintenance of the mobile device and accessory inventory including regular updates to the online catalog.
- Responsible for mobile device refresh, upgrade, and new deployment projects for sales teams.
- Achieved a 20% reduction in misrouted and multi-hop tickets by collaborating with the help desk to clarify and refine routing rules.
- Created and distributed formal training materials for both end users and support technicians.
- Provided Lotus Notes Administration support
Education
High School Diploma -
Waukegan West High School
Waukegan06-1984
Skills
- Messaging and Collaboration:
- O365/Outlook/Exchange
- Microsoft Teams/Chat/Stream
- Jabber/Yammer/Skype
- WebEx/Zoom
- SharePoint
- Mobility:
- MDM - MobileIron/Airwatch/InTune
- Mobile OS - iOS/Android
- TEM – Tangoe, MDSL, Asignet
- Email Security:
- Cisco IronPort
- ITSM and CMDB:
- ServiceNow
- Remedy
- Operating Systems:
- Microsoft Windows Server
- MS Windows 7 and 10
- Android
- IOS
Timeline
Business Systems Analyst
AbbVie
01.2013 - Current
Mobility & Messaging
ABBVIE
01.2013 - Current
Technical Support Specialist – Mobility & Collaboration
ABBOTT
09.2007 - 01.2013
High School Diploma -
Waukegan West High School
CORE COMPETENCIES
- Communication
- Decision Making
- Project Management
- Problem Management
- Major Incident Management
- Customer Service
- System Administration
- Analytical Skills
- Technical Support
- Documentation
- Process Improvement
- Mobile Device Management
- TEM
- Vendor Selection