Dawn Foreman
Warren,MI
Summary
Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Overview
19
19
years of professional experience
Work History
IT Helpdesk Supervior
Ferrous Processing and Trading
Detroit, MI
11.2022 - Current
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Tracked progress on projects and provided timely feedback to staff members.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Collaborated with other departments to coordinate workflow processes between teams.
- Monitored employee productivity to provide constructive feedback and coaching.
- Managed budget for department, ensuring all expenses stayed within allocated funds.
- Identified opportunities for process improvements, leading to cost reductions and increased productivity.
- Oversaw inventory management, ensuring adequate stock levels and reducing waste.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Implemented new operational procedures, increasing efficiency.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Trained new employees on company policies, job duties, and performance expectations.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Identified needs of customers promptly and efficiently.
- Maintained positive working relationship with fellow staff and management.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Oversaw quality control to identify inconsistencies and malfunctions.
IT Help Desk and Software Admin
Ciena Health Care
Southfield, MI
11.2014 - Current
- Provide desktop support for 45 locations by phone or in person as needed
- Acting supervisor when current supervisor is out of office
- Completes all testing of any new software programs before they roll out to the helpdesk employees
- Trainer to all onboarding employees for helpdesk
- Actively able to watch call queue
- Active directory knowledge
- Microsoft 365 knowledge
- Assist with tier 1 help desk staff training
- Created documentation of how to troubleshoot many issues
- This included step by step instructions
- Identify, isolate and repair computers, printers and Laptops
- Maintain average of over 4500 users in 7 different software programs including email password reset and charting
- Oversee invoices, making sure all equipment arrives to facility as well as added into active directory
- Support and maintenance of the desktops, laptops, mobile phones, printers and peripherals on corporate network
- Accurately document all support tickets in ticketing system
- Acknowledge, troubleshoot and resolve all assigned tickets; escalate and follow through when necessary especially in system down situations
- Participate in on-call (late night) rotation for helpdesk staff.
Senior Support Specialist
H & R Block
Troy, MI
12.2012 - 11.2014
- Provide desktop support for over 130 tier one technical support agents by chat forum or in person as needed to minimize phone call time as well as downtime
- Plan and lead training sessions for new and existing employees as part of the 'Supportability Team' initiative; facilitate at least 3 chats at one time
- Support as necessary on a 24-7 basis to limit system down time during internal or external outages and peak enrollment periods
- Identify, isolate and repair computer equipment showing any errors
- Assisted in creating excel spreadsheets to keep track of Tier 1 technical support agents after call work times as well an call length times
- Monitor all tier 1 call agents and assist them with resources and documentation to clear up callers hardware/software issues.
Tier One Support Specialist
H & R Block
Troy, MI
12.2010 - 12.2012
- Strong working knowledge of Microsoft Windows operating systems and Internet applications and protocols
- Deep familiarity with data communications hardware/software, including routers, switches and firewalls
- Demonstrates ability to work in a team environment with strong interpersonal skills, both written and oral and a positive attitude toward sharing expertise and assisting others to learn
- Uncommon ability to install, maintain and monitor electronic equipment including: network cards, routers, switches, controllers, multiplexors and other related networking equipment
- Immense ability to discover, diagnose and correct software performance problems and failures
- Deep understand of telecommunications and the network industry concepts, methods and standards for application to assigned work
- Expert in Lan administration and desktop hardware/software configuration and support.
Operations Supervisor
Michigan RX
St. Clair Shores, MI
03.2008 - 12.2009
- Coordinate shipments with drivers for pickup and delivery
- Verified, checked discrepancies on stock quantities, packaging, quality and pricing
- Ensured Bill of Ladings were correct
- Input data in the computer terminal according to prices, manufacturers name, part number/model number and stock number of certain materials
- Exceeded deadlines on orders to be shipped outbound to large based customers
- Answered all inbound phones regarding billing and pricing for the over the counter medications we received and shipped out
- Repaired internet connection issues with all in office computers.
Network Operations Specialist
LDMI/ Talk America
Southfield, MI
05.2005 - 05.2007
- Running QDI and CPE testing on all T1 circuits and DSL circuits
- Configuring 600 series Adtran routers, Efficient Routers as well as Siemens 5890
- Added features in the DMS such as hunt groups, roll over, call waiting features
- Making test calls to verify that all lines in offices would call outbound and well as receive inbound calls
- Performing open-short test on DSL circuits
- Scheduling truck rolls for cross connects and T1 and DSL circuits.
Education
Bachelor Degree - Computer Science
University of Phoenix
Tempe, AZ08-2023
Associates Degree - Visual Communications
University of Phoenix College
01.2011
Skills
- PC and Client/Server tech support
- Diagnosing, troubleshooting, and resolving client issues
- Hardware maintenance, installations, and upgrades
- Technical call center operations
- Phone call support and chat support
- Escalations with managers
- Team lead in the IT helpdesk department
- HP and Dell servers
- Cisco and Buffalo routers
- Printer maintenance
- Windows XP/2000/Windows 7
- Microsoft Exchange
- TPS, WEBCDB, Open Office, ATX, Office 35, CWA, Adobe, POS, Microsoft Products, Photoshop, HTML, Dream Weaver, PCC, ERMA, ECIN, and other tax preparation software
- Desktop support
- Acting supervisor
- Software testing
- Training new employees
- Active directory knowledge
- Microsoft 365 knowledge
- Tier 1 help desk staff training
- Troubleshooting documentation
- Computer, printer, and laptop repair
- User support for multiple software programs
- Invoice management
- Support and maintenance of desktops, laptops, mobile phones, printers, and peripherals
- Ticketing system management
- On-call rotation for helpdesk staff
- Desktop support for technical support agents
- Training sessions for new and existing employees
- Support during system outages and peak enrollment periods
- Excel spreadsheet creation
- Monitoring and assisting tier 1 call agents
- Microsoft Windows operating systems
- Data communications hardware/software
- Teamwork and interpersonal skills
- Network equipment installation and maintenance
- Software performance troubleshooting
- Telecommunications and network industry knowledge
- LAN administration and desktop support
- Operations coordination and management
- Inventory management
- Data input and computer terminal operation
- Customer service for billing and pricing inquiries
- Internet connection troubleshooting
- Network testing and configuration
- Adding features in the DMS
- Test call verification
- DSL circuit testing
- Truck roll scheduling
- Inventory Control
- Process Improvement
- Data Analytics
- Staff Management
- Policy Enforcement
- Inventory Oversight
- Goal-Oriented
- Processes and procedures
- Training and mentoring
- Complex Problem-Solving
- Business Administration
- Project Management
- Employee Motivation
Personal Information
Title: Help Desk Technician
Timeline
IT Helpdesk Supervior
Ferrous Processing and Trading
11.2022 - Current
IT Help Desk and Software Admin
Ciena Health Care
11.2014 - Current
Senior Support Specialist
H & R Block
12.2012 - 11.2014
Tier One Support Specialist
H & R Block
12.2010 - 12.2012
Operations Supervisor
Michigan RX
03.2008 - 12.2009
Network Operations Specialist
LDMI/ Talk America
05.2005 - 05.2007
Bachelor Degree - Computer Science
University of Phoenix
Associates Degree - Visual Communications
University of Phoenix College
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