Dawn Sheridan
Indianapolis,IN
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to ensure customer satisfaction
Overview
38
38
years of professional experience
Work History
Information Technology Analyst
Indy Star\Gannett
Indianapolis, IN
01.2003 - 06.2022
- Provided technical support to over 900 end Users. Logged into the phone and provided customer support using Service Now ticket system
- Provided both hardware and software support. Analyzing problems presented by end users, and provided solutions needed in a timely manner
- Installed system updates to address vulnerabilities and reduce security issues.
- Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
- Reimaged or deployed new laptops\desktops as needed. Upgraded existing equipment
- Installed new software, as well as analysis of Microsoft products and custom programs.
- Maintained good communication with end-users. Ensuring their needs were met
- Troubleshoot incidents reported by end-users and implemented resolutions. Documenting everything using the Service Now ticketing system.
- Improved systems with addition of new features and infrastructure.
- Administered and maintained anti-virus and anti-malware software on end-user computing devices.
- Performed daily backups. Doing system restores if needed
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Patched software and installed new versions to eliminate security problems and protect data.
- Collaborated with outside departments to implement system-wide improvements.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
Senior Computer Operator
Bindley Western
Indianapolis, IN
10.1997 - 12.2002
- Monitored systems in operation and quickly troubleshot errors on an AS 400
- Monitoring of the Job Queue to ensure all jobs completed without error.
- Generated daily reports. Printed and distributed them.
- Ran nightly system backups for offsite storage.
- Monitoring system performance on multiple Servers.
- Took all incoming calls from both end users and outside Vendors. Troubleshooting various problems and providing a timely solution.
- Performed printer maintenance on both impact and laser Printers
- Worked closely with Programmers to run and test custom programs.
- Ran system restores as needed
Senior Computer Operator
Adp- Automated Data Processing
Indianapolis, IN
06.1986 - 08.1996
- Generated reports covering details about data, system operation, and error monitoring.
- Assisted with system upgrades
- Processed Batch Jobs on an IBM Mainframe. Troubleshooting and restarting jobs that had errors.
- Complied with data transmission laws and regulatory guidelines when sending and storing sensitive data. Processing bank data
- Efficiently completed the processing of over 1,500 payrolls on a weekly basis. Which included the printing of checks and payroll reports.
- Processed requests for service from internal and external customers.
- Maintained spreadsheets of payroll data across multiple systems while preserving exceptional data accuracy.
Technical Instructor
Adult Day Care Group
Indianapolis, IN
01.2023 - Current
- Enhanced participants understanding of technical concepts by incorporating hands-on activities and real-world examples in lessons.
- Gave each participant individual one on one time, making sure everyone was able to implement the lessons.
- Fostered a positive learning environment by creating engaging classroom spaces that catered to various learning styles.
- Made sure everyone had an email setup, in order to correspond with friends and family.
- Demonstrated video calling and helped everyone set up their contacts.
- Instructed participants in the use of MS Office, while making sure not to overwhelm them with information.
Education
Completed Two Of The Four Years Required - Computer Programming
Ivy Tech Community College of Indiana
Indianapolis, INSkills
- IT Performance Reports
- Systems Analysis
- Performance Optimization
- Technical Analysis
- System Maintenance
- Both PC and Mac Software Proficiency
- Written Communication
- Team Building
Timeline
Technical Instructor
Adult Day Care Group
01.2023 - Current
Information Technology Analyst
Indy Star\Gannett
01.2003 - 06.2022
Senior Computer Operator
Bindley Western
10.1997 - 12.2002
Senior Computer Operator
Adp- Automated Data Processing
06.1986 - 08.1996
Completed Two Of The Four Years Required - Computer Programming
Ivy Tech Community College of Indiana