Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
OfficeManager
Camesha Wilbon

Camesha Wilbon

Information Technology Analyst Site Lead
Minneapolis,MN

Summary

Insightful Information Technology Manager with 9 years of IT leadership experience including oversight of infrastructure, application support, and security services. Dedicated to customer satisfaction with focused delivery of technical solutions. Proven leader in directing operations, maintenance, and support of complex systems. Develops creative business solutions, leveraging diverse methodologies and delivering engineering solutions for leading organizations. Highly adept in the request for proposal development, technology needs assessments, and staff training.

Overview

7
7
years of professional experience

Work History

Information Technology Analyst Site Lead

Wipro Medtronic
Fridely, MN
03.2021 - Current
  • Team Captain at two locations that support escalation, advanced support, and training opportunities
  • Review diagnostics and assess the functionality of completed queries requested by cross-functional teams for technical issues, new devices, and upgraded equipment.
  • Participate in maintaining approved vendor lists for hardware repairs, advising internal and external personnel on providers of replacement parts
  • Attend team conferences to remain current with any new policies and procedures or implementations
  • Communicate with various site personnel to coordinate activities, exchange information, and resolve issues
  • Support collaboration of IT Asset Management, and Desktop Support team to ensure appropriate inventory levels, transfers, and efficient deployment of equipment
  • Place orders via Ariba and various Vendor Purchasing Portals
  • Provide training and assistance to system users concerning computer operations, software applications, and malfunctions
  • Update and maintain asset management system of records
  • Manage multimillion-dollar internal inventory of laptops, computers, consumables, and accessories
  • Responsible for escalated tickets and delegating to the appropriate Team
  • Investigate malfunctioning AV-Setup equipment in conference rooms
  • Manage recycling process for legal hold and non-legal hold devices
  • Facilitate new hire training for incoming Medtronic employees
  • Oversaw intern project for outgoing and incoming IT equipment
  • Investigated and addressed system issues to enhance usability and improve functionality.
  • Onboarded new employees with training and new hire documentation.
  • Offered input for complex documents to support client-ready final versions.
  • Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
  • Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
  • Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
  • Communicated and explained business requirements to team members to understand and implement functional demands.
  • Collaborated closely with upper management to drive strategy through the development and implementation of new processes.
  • Troubleshoot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Presented business leaders with cost-benefit and return-on-investment estimations to drive project planning and execution.
  • Oversaw installation of software programs and hardware systems to meet requirements.
  • Assessed business needs and problem areas to create focused solutions for SLA.
  • Participated in internal audits regarding quality management systems.
  • Evaluated and adopted new technologies to address changing industry needs.
  • Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
  • Monitored employee tasks, evaluating information processing and performance to gauge business functions and inefficiencies.
  • Resolved malfunctions with systems and programs through troubleshooting.
  • Established requirements and developed tailored methodology to bolster management decision support reporting.
  • Received and processed stock into the inventory management system
  • Worked within applicable standards, policies, and regulatory guidelines to promote safe working environment
  • Resolved conflicts and negotiated mutually beneficial agreements between parties

Desktop Support Analyst

Populus Group / Medtronic
Mounds View, MN
09.2019 - 03.2021
  • Advocated support for AV-Setup equipment.
  • Supported users with in-person and remote technical assistance
  • Executed a variety of maintenance tasks; set up and maintain devices; establish and maintain user accounts, passwords, e-mail accounts, internet connectivity, back-ups, and designated programs and systems
  • Data mining and transferring between devices
  • Monitored ServiceNow dashboard for incoming incidents and request
  • Participated in maintaining approved vendor lists for hardware repairs, advising internal and external personnel on providers of replacement parts.
  • Installed, configured, and performed troubleshooting and repair on a variety of complex equipment.
  • Coordinated with vendors to obtain necessary components and maintain smooth operations.
  • Maintained current knowledge of laptops/desktops, Apple, and mobile devices.
  • Troubleshoot various technical issues dealing with printers, networks, and phone systems.
  • Directly supported in-house service ticket software for non-emergency user-related issues.
  • Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
  • Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications, and peripheral equipment.
  • Configured hardware, devices, and software to set up workstations for employees.
  • Worked with the software development team on reported errors and bugs on newly released software and assisted deployment of release fixes.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Supported and maintained user account information.
  • Troubleshoot various technical issues dealing with printers, networks, and operating systems.

Loan Officer Specialist 4

Randstad / Wells Fargo
Eagan, MN
06.2019 - 09.2019
  • Submitted loan applications to underwriter for verification and recommendations.
  • Originated, reviewed, processed, closed, and administered customer loan proposals.
  • Recommended loan approvals and denials based on customer loan application reviews.
  • Maintained strict confidentiality of bank records and client information.
  • Assessed a variety of loan document types.
  • Spearhead for Correcting deficiencies in loan packages and system data.
  • Acquired missing information.
  • Audited and corrected complex documents.
  • Analyzed, interpret, and documented information from various sources, including multiple online systems.
  • Applied effective negotiation and problem-solving skills to identify the appropriate course of action to resolve issues.
  • Identified opportunities and recommend solutions for increasing individual and department quality and productivity.
  • Act on behalf of escalation point for less senior processors on complex issues.
  • Cross-trained on other department functions/tasks based on business needs.
  • Prepared variety of different written communications, reports and documents

Eligibility Enrollment Representative

Randstad / United Healthcare Group
Minnetonka, MN
07.2018 - 02.2019
  • Maintained detailed and accurate records between multiple databases and programs.
  • Investigated issues and create solutions for new customers.
  • Corresponded to health care eligibility applications in a division of the largest health insurer in the U.S.
  • Validated group documents to ensure compliance and regulatory guidelines exceed a high level of quality and production.
  • Investigated and tracked referencing files to identify performance gaps and eligibility/loading errors and reviewed those items with appropriate internal teams, independently solving problems, acknowledging when assistance from other departments or supervisor
  • Coached online/blended and campus college-level Information Technology courses on an Associates Applied Science level.
  • Used Microsoft Word and other software tools to create documents and other communications

Vatterott Technical College

Vatterott College- Sunset Hills
Saint Louis , MO
06.2013 - 10.2015
  • Co-authored and administered examinations in a Microsoft Operating System/Server environment for student projects and other teaching aids needed to fulfill theobjectives of the program.
  • Collaborated with school faculty to define and prioritize departmental strategies and direction.
  • Set up classrooms, lab equipment, projects, assignments, etc., in preparation for each new phase or class start.
  • Created lesson plans and developed instructional materials covering required topics and learning objectives.
  • Coached online/blended and campus college-level Information Technology courses on an Associates Applied Science level.
  • Ability to create compelling presentations highly desired (PowerPoint).
  • Completed all scheduled/assigned activities in support of the current year's individual faculty development plan.
  • Submitted documentation of completed professional development activities to the Campus Director and/or Director of Education before December 1 each calendar year.

Faculty Adjunct Instructor

Brown Mackie College
Fenton , MO
04.2012 - 04.2013
  • Engaged students with insightful and compelling classroom discussion of topics relevant to coursework to boost student learning and retention.
  • Developed and kindled professional relationships with students to better communicate and enhance instruction.
  • Performed maintenance of internet-based e-companion course shell, including grades, course assignments, activities, and other relevant course content.
  • Developed curriculum and system task forces, supporting local campus events such as orientation and graduation and participating in workshops and meetings to gain knowledge of the Americans with Disabilities Act (ADA).
  • Applied good people skills, good listener, patience, and compassion while communicating with customers/students and staff in oral/phone, face-to-face, and written communication with proper grammar, spelling, and punctuation.
  • Executed strong leadership and excellent verbal, written, and interpersonal communications presentation skills.
  • Advised students in academic matters to improve successful course completion

Education

MBA - Business Administration

University of Phoenix
Tempe, AZ
07.2019

Bachelor of Science - Information Security Systems

ITT Technical Institute - Indianapolis
Earth City, MO
08.2009

Associate of Science - Computer Networking Systems

ITT Technical Institute
Arnold, MO
11.2004

Skills

  • Documentation Support

Support

  • Operational Policies Knowledge
  • Project Requirements
  • Warranty Requirements
  • Network Device Monitoring
  • Status Updates
  • Multimedia Presentations
  • Hardware and Software Monitoring
  • Social Perceptiveness
  • Client Relationships
  • Technical Sales
  • Emergency Situations
  • Complaint Response
  • Technical Presentations
  • Computer Hardware Knowledge
  • Employee Engagement
  • Remote Desktop Services
  • Computer Operating Systems
  • Service Quality
  • Information Technology Industry Knowledge
  • Installing New Hardware
  • Best Practices and Methodologies
  • Business Processes and Procedures
  • Network Technology
  • Knowledge Base
  • Video Conferencing
  • Data Connectivity
  • Wide Area Network (WAN)
  • Customer Inquiries
  • Data Communications
  • Network Security Measures
  • OneNote
  • SharePoint
  • Customer Satisfaction
  • Information Processing
  • Client Requirements
  • User Experience
  • Organizational Standards
  • Organizational Systems
  • Service Requests
  • Active Learning
  • Revenue Growth
  • Preventative Maintenance
  • Web Applications
  • Inventory tracking
  • Stock Audit Report

Microsoft Office 0365

ServiceNow

Identity Access Management

SCCM

Custodial Data Back and Restore

AirWatch

SAP / Ariba

Vendor/partner relationships

Active Directory

Technical troubleshooting

Leadership

Hardware upgrades

Equipment repair

Technology Tools

BI Tools

IT Service Management

Project Management

ITIL Foundation

NetThink

  • Corrective Actions
  • Maintaining Clean Work Areas
  • Professional Relationships
  • Client Needs Assessment
  • Employee Performance Reviews
  • Effective Customer Communication
  • Customer Relationship Management

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

It's fine to celebrate success but it is more important to heed the lessons of failure.
Bill Gates

Timeline

Information Technology Analyst Site Lead

Wipro Medtronic
03.2021 - Current

Desktop Support Analyst

Populus Group / Medtronic
09.2019 - 03.2021

Loan Officer Specialist 4

Randstad / Wells Fargo
06.2019 - 09.2019

Eligibility Enrollment Representative

Randstad / United Healthcare Group
07.2018 - 02.2019

Vatterott Technical College

Vatterott College- Sunset Hills
06.2013 - 10.2015

Faculty Adjunct Instructor

Brown Mackie College
04.2012 - 04.2013

MBA - Business Administration

University of Phoenix

Bachelor of Science - Information Security Systems

ITT Technical Institute - Indianapolis

Associate of Science - Computer Networking Systems

ITT Technical Institute

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Camesha WilbonInformation Technology Analyst Site Lead