Hi, I’m
Denise Vaugeois
Whether you think you can or whether you think you can’t, you’re right!
Henry Ford
Summary
Experienced Software Solutions and Systems Support Engineer familiar with user support and root cause analysis. Possessing experience working collaboratively with development teams or directly interfacing with end-users. Dedicated to pursuing exceptional resolutions to all external customer and internal employee product complaints. Logical when maintaining functionality and operation efficiency through all phases of software development and post-sales lifecycles. Works well in remote and desk-side environments.
Overview
23
years of professional experience
Work History
Beaver St. FisheriesJacksonville
Software Solutions and Support Engineer
01.2019 - Current
Job overview
- Documentation of Application Development processes; become responsible for all aspects of corporate documentation
- Lead system support engineer for Planet Press Document management system
- Create and maintain outgoing report templates for files received in dat format
- Create and maintain application processes for documents to be stored in blob storage, including document retrieval from varying scanning sources, scanning barcodes and running VB and SQL scripts
- Studied, applied and attained certification in HTML with Java coding in order to create all corporate documents from NetSuite, as well as maintaining responsibility for publishing, editing, printing and storing all to blob storage
- Lead system support engineer on Nicelabel Application Software
- Responsible for maintaining current and creating new automation files and static labels for all outgoing products from the warehouses
- Automation files consist of steps to capture weight; run VB and SQL scripts and product an outgoing label and catch weight report
- Train technical support staff and new hires on desktop and hardware troubleshooting
- Assist with hardware and software troubleshooting, maintaining all label and automation files.
GraingerJacksonville
IT Asset Analyst / Business Support Analyst
01.2016 - 01.2018
Job overview
- Responsible for corporate infrastructure database (CMDB) of Servers, network equipment, Desktops, laptops, credit card terminals, mobility equipment, including budgeting deployments of corporate systems, and equipment
- Identify business needs for process improvement and areas of change
- Assist with requirements gathering, creating business case, business requirement and user requirements, including test plans that identify project functionality, performance, reliability, and compatibility for successful implementation
- Using tools such as MS Visio to create process maps and flows
- Use MS Project for project phases and elements, to identify project milestones, resource allocations and maintain project timelines
- Work alongside project management, business technical teams and leads for duration of the project lifecycle from inception to implementation
- Analyzes service call trends and creates ad hoc service desk management reporting
- Based on analysis, identified opportunities for enhancements
- Create documentation and communicate technical support solutions used by Support Analysts on new enhancements that are implemented and/or changes that occur and manage posts to an online knowledgebase
- Tier 2 SAP Support: Application support of other key business systems consisting of Salesforce, MS SharePoint site content creation and maintenance, MS Lync and Exchange User Management
- Also create training documentation, presentations and provide user training on business applications both desktop and application support for systems including Service Now SAP and Salesforce
- Team lead to Level one agents on the System support center, responsible for identifying, researching, resolving, supporting, monitoring, communicating and coordinating all SAP, branch systemic, hardware and network issues to ensure system availability and operation.
Biomet MicrofixationJacksonville
System Administrator /Sr. Computer Technician
01.2010 - 01.2016
Job overview
- Locally responsible for all second level tickets coming in from the call center for problem resolution, for all local technology purchasing requirements, inventory, customer recommendations and facilitating purchases; and for receipt of delivery of all new hardware and software, inventory and installing new microcomputer hardware, software and peripherals for all local employees
- Contractor supervision and time management
- Candidates resume research, along with interviewing potential candidates to reach hiring decisions
- Resolved workstation hardware and software problems by diagnosing the cause of the problem and taking appropriate remedial action, which can include recommendations for replacement
- Performed network and server administration activities to facilitate employee access to network resources, files and printers, setting network passwords, recovering lost files, and troubleshooting network printing problems as necessary
- Created and maintained users and permissions within Active Directory
- Maintain compliance with federal regulations including FDA and HIPAA Imaged computers via Microsoft Deployment Tools, Acronis Deployment and IBM MDT; patching company computers via SCCM and IBM (Tivoli) Endpoint Manager Provided Helpdesk management duties including creating and implementing local policies and procedures, new helpdesk hires creating training manuals, training, time management and support
Education
Florida State College of Jacksonville
Computer Programming Specialist; Java Track – Technical Certificate
12.2023
Florida State College of Jacksonville
Database Development Specialist – Technical Certificate
05.2022
Microsoft Technology Associate
Introduction to Programming using HTML.
07.2021
Testout – Hands on Technology Courseware
Certified Network Pro
07.2016
Florida State College of Jacksonville
Bachelor of Applied Science, IT Management, Summa Cum Laude
05.2016
Florida State College of Jacksonville
Associates of Arts, Phi Theta Cappa
05.2013
Skills
- Hardware and Software Installation
- Quality Assurance
- Technical Analysis
- Technical Documentation
- Technical and Customer Support
- System Configuration
- Design Modeling
- Problem Diagnostics
- SAP and NetSuite ERP and supply chain software
- Understanding of graphics software
- Hardware and software installation
- Java, SQL, and HTML understanding
Training
- American Management Association, Making the transition from Staff Member to Supervisor, 2013
- Consultech – Jacksonville, FL, Reporting Services Using Microsoft SQL Server, 2005 - 2007
- Consultech – Jacksonville, FL, Maintaining a High Availability Database Solution Using Microsoft SQL Server, 2005 - 2007
- Consultech – Jacksonville, FL, Implementing and Tuning/Optimizing Queries using Microsoft SQL Server, 2005 - 2007
- Consultech – Jacksonville, FL, Programming a Microsoft SQL Server 2000 Database, 2006
- Consultech – Jacksonville, FL, Scripting Microsoft Windows Management Instrumentation, 2005
- Consultech – Jacksonville, FL, Administering a Microsoft SQL 2000 Server Database, 2005
- Consultech – Jacksonville, FL, Implementing and Supporting Microsoft Windows XP Professional, 2005
- Consultech – Jacksonville, FL, Certified Technical Support Professional, 2005
- Consultech – Jacksonville, FL, Managing and Maintaining a Microsoft Windows 2003 Environment, 2005
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Software Solutions and Support Engineer
Beaver St. Fisheries
01.2019 - Current
IT Asset Analyst / Business Support Analyst
Grainger
01.2016 - 01.2018
System Administrator /Sr. Computer Technician
Biomet Microfixation
01.2010 - 01.2016
Florida State College of Jacksonville
Computer Programming Specialist; Java Track – Technical Certificate
Florida State College of Jacksonville
Database Development Specialist – Technical Certificate
Microsoft Technology Associate
Introduction to Programming using HTML.
Testout – Hands on Technology Courseware
Certified Network Pro
Florida State College of Jacksonville
Bachelor of Applied Science, IT Management, Summa Cum Laude
Florida State College of Jacksonville
Associates of Arts, Phi Theta Cappa
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