Cheryl Helver
Summary
Dynamic IT professional with a proven track record, excelling in remote desktop and incident ticketing management. Expert in fostering stakeholder relationships and enhancing IT systems, demonstrating top-notch customer service and IT documentation skills. Achieved significant improvements in IT operations, leveraging ITIL knowledge and a collaborative approach to drive seamless technology integrations and project success.
Overview
30
30
years of professional experience
Work History
Regional IT Support III
Gypsum Management & Supply
01.2015 - 08.2024
- Ensure successful daily user operations by responding to incidents, troubleshooting complex desktop issues, performing diagnostic testing, training end users as necessary and providing solutions and recommendations.
- Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
- Used Salesforce ticketing systems to manage and process support actions and requests.
- Enhanced IT systems and applications through monitoring of system changes, executing hardware/software installations, updates on desktop/laptop computers while considering their impact on end users.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Sr Exec Technology Engineer - Life Cycle Coord.
Andersen Windows & Doors
03.2013 - 01.2015
- Ensure successful daily user operations by responding to incidents, troubleshooting complex desktop issues, performing diagnostic testing, training end users as necessary and providing solutions and recommendations.
- Support continuous improvement of IT systems and applications by monitoring system changes, understanding impact to end users and performing hardware and/or software installations and updates to desktop and/or laptop computers.
- Contribute to the development and maintenance of IT procedures by identifying opportunities for improvement, sharing best practices and updating documentation as necessary.
- Lead planning and/or implementation of projects.
- Participate in the design and/or testing phases.
- Facilitate the definition of project missions, goals, tasks, and resource requirements; resolving the resolution of conflicts within and between projects or functional areas; develop methods to monitor project or area progress; and provide corrective supervision.
- Advocate on behalf of clients and represent clients' needs as appropriate to senior management.
- Work cross-functionally to solve problems and implement changes.
- Presented oral and written reports defining plans, problems, and resolutions to appropriate levels of management. Contributed to the development and maintenance of IT procedures by identifying improvement opportunities, sharing best practices, and updating documentation as necessary.
Education
Ph.D. - Information Technology
Volgenau School of Engineering
Fairfax, VA01.2015
Master of Science - Managed Information Systems
University of California
Santa Cruz, CA06.1999
Bachelor of Science - Information Technology
University of California
Santa Cruz, CA06.1986
Skills
- Remote Desktop Support
- Network Troubleshooting
- Help Desk Support
- IT Asset Management
- IT Documentation
- VPN Configuration
- Wireless Networking
- ITIL Knowledge
- Service Level Agreements
- Incident Management
- VoIP Systems
- Customer Service
Timeline
Regional IT Support III
Gypsum Management & Supply
01.2015 - 08.2024
Sr Exec Technology Engineer - Life Cycle Coord.
Andersen Windows & Doors
03.2013 - 01.2015
Ph.D. - Information Technology
Volgenau School of Engineering
Master of Science - Managed Information Systems
University of California
Bachelor of Science - Information Technology
University of California
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