Daphne Ryder-Wagner
Kingwood,TX
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
16
16
years of professional experience
Work History
Print/Asset Management Specialist
Sysco Foods
Houston, TX
01.2020 - 07.2023
- Managed and supported a global printer fleet of over 4000 printers as the sole team member
- Approved and enforced device guidelines, maintenance, security and cost saving initiatives.
- Manages and approves budget, vendor management encompassing SOW, assets, invoices, and purchases.
- Spearheaded the execution of software, hardware, and application deployments through effective decision making and project management
- Contributed to the development and implementation of asset metadata models, incorporating both standard practices and custom specifications.
- Facilitated timely repairs or replacements by maintaining relationships with vendors.
- Reviewed and approved requests for asset acquisition.
- Delivered comprehensive training sessions to impart knowledge on the appropriate handling and maintenance of assigned equipment.
- Conducted analysis of asset utilization to identify potential improvements and cost savings.
- Evaluated effectiveness of existing systems and software solutions in managing company assets.
- Coordinated disposal activities for obsolete assets, ensuring compliance with applicable regulations.
- Aided in the planning and allocation of funds for purchasing new equipment.
- Created reports detailing current asset status, changes, additions, and deletions from the system.
- Adhered to legal standards by staying up-to-date with applicable regulations and tax laws.
- Researched market trends and developed strategies to capitalize on emerging opportunities.
Service Desk Support Analyst
Sysco Foods
Houston, TX
10.2018 - 01.2020
- Delivered excellent support for customers across various countries and regions, serving both American and Canadian users as well as an extensive international clientele (+100K).
- Demonstrated expertise in providing comprehensive support to application users through instruction, navigation aid, troubleshooting assistance, maintenance services as well as evaluation for determining viable solutions and alternatives.
- Managed international calls connecting users with interpreters in various languages
- Front line phone representative
- Played a key role in optimizing TTCs as a support analyst.
- Troubleshooting, resolution and information gathering
- Remedy and ServiceNow ticketing systems
- Skilled in utilizing multiple applications and systems across diverse platforms.
- Oversaw reporting and escalation procedures for High/Critical issues
- Provided prompt assistance in troubleshooting and resolving user problems with desktop computers, laptops and mobile electronic devices
- Increased efficiency of problem identification and resolution through entry of service tickets into incident tracking system
- Confirmed high customer satisfaction levels by conducting follow-up communications after support engagements and problem resolution.
- Ensured continuous network uptime by overseeing server and system operations during periods of high traffic.
Recruiting/Marketing Specialist
JC2 Technologies
Houston, TX
04.2016 - 01.2020
- Marketing to businesses to fill new roles
- Recruited for talented resources to fill customer needs
- Developed recruiting strategies to identify qualified candidates and build network
- Used Boolean searches to develop applicant portfolios for expected openings
- Interviewed and screened individuals for potential job positions
- Handled the process of creating, writing, and posting job openings on various job boards
- Managed networking operations to consistently connect clients with top-notch candidates
- Ensured outstanding service to customers
- Maintained high level of understanding of industry standards and trends.
- Analyzed consumer behavior and market trends to create effective marketing campaigns.
- Created content for various social media platforms including Facebook, Twitter, Instagram and YouTube.
- Organized promotional events to increase brand awareness and customer engagement.
Business Analyst III
Harris Health Systems
Houston, TX
10.2015 - 06.2016
- Technical writer; bridge between IT technical and business (medical)
- Documented requirements for projects for identity management solutions (Oracle product)
- Liaised with teams from different divisions to collect and assess business needs for a range of medical platforms
- Data mining and Database Admin tasks
- Met with cross teams to ensure system and building entry access across multiple campuses within IDM system (Identity Management)
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement
- Identified process inefficiencies through gap analysis and outlined sensible solutions
- Wrote and documented business transactional processes
- Designed processes for solutions for technical teams
- Beta and quality assurance application testing
- Prepared documentation, planning and teams for GO-live activities and implementation.
Business Lead, IT Security Administration
Sysco Foods Inc
Houston, TX
10.2007 - 09.2015
- Managed Active Directory/security access/Compliance
- Successfully managed end-to-end onboarding and offboarding operations for enterprise-wide users in the legacy and SAP sectors.
- Microsoft Exchange/outlook
- Managed 35+ applications both legacy and SAP
- Business lead for customer support services (40 plus employees)
- Managed 25 IT offshore/onsite employees/contractors
- Work with internal and external auditors for both legacy and SAP access
- Conducted analysis on SLA metrics and applied data mining strategies for cross-referencing with the database.
- Maintaining data integrity and retention
- Assisted customer support leadership for hyper care/critical care after SAP company conversions
- Remedy ticketing systems
- Analyzed financial data and prepared reports on trends in order to inform decision-making processes.
- Ensured timely completion of tasks assigned by senior management by monitoring progress regularly and providing feedback where necessary.
- Led the development of a new business strategy to increase customer satisfaction and profitability.
- Established policies and procedures for staff members in order to ensure compliance with industry regulations.
- Negotiated contracts with third-party providers in order to secure favorable terms and pricing.
- SOX/Compliance of network and legacy application access enterprise wide in US/Canada and International companies
- SAP both Production and non-production systems
- Identity management and HR cross team troubleshooting/testing
- Security (GRC/GAC) governance risk and compliance data owner and approver
- Familiar with Supplemental (SAR) and permanent (PAR) access requests
- Monitoring for job code access accuracy/working with department leads to correct job code access as necessary
- Managed user transfers for job code accuracy
- Hiring and reviewing leader
- Budgets & justifications
- Create and maintain procedure manuals/technical writing
- Daily, monthly and quarterly reporting/team Metrics
- Project Management facilitator and participant for multiple projects
- Conducting live presentations and one-on-one training seminars in person and through webinars
- Customer service for both internal and external customers
- Third Party Vendor relations
- Corporate/Operating company Liaison
- Company Event planner/organizer
- WFF member (Women's food service forum promoting women management).
Education
Some College (No Degree) - Nursing
Stephen F. Austin State Univ
High School Diploma -
Klein High School
Skills
- Managing and Allocation of Assets
- Communication Management Professional
- Operational Planning
- Training Initiatives
- Critical Analytical Thinking
- Problem-solving abilities
- Team Collaboration
- Administrative Support
- Asset Tracking/Optimization
- Equipment Deployment
- Operational Efficiency
- Investment strategies
- Innovation and Creativity
- Cost-benefit analysis
Previous work experience prior to 2007
- available upon request
References
References available upon request.
Timeline
Print/Asset Management Specialist
Sysco Foods
01.2020 - 07.2023
Service Desk Support Analyst
Sysco Foods
10.2018 - 01.2020
Recruiting/Marketing Specialist
JC2 Technologies
04.2016 - 01.2020
Business Analyst III
Harris Health Systems
10.2015 - 06.2016
Business Lead, IT Security Administration
Sysco Foods Inc
10.2007 - 09.2015
Some College (No Degree) - Nursing
Stephen F. Austin State Univ
High School Diploma -
Klein High School