FELICIA ROSS
Franklin,TN
Summary
Resourceful System Administrator consistently responds to wide range of technical challenges with focused and creative approach. Highly effective at problem solving and decision making. 20 years of progressive IT experience.
Overview
25
25
years of professional experience
Work History
Help Desk Engineer
Huntsville Hospital For Women & Children
Huntsville , AL
2011.03 - 2020.08
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Performed staff scheduling and provided training materials for staff.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Followed up with customers to identify areas of improvement.
- Activated accounts for clients interested in new services.
- Compiled and accurately entered data for each customer encounter to record in system.
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
- Wrote and presented reports on help desk activities.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
- Reviewed employee performances and surveyed customers to ensure high standards of care.
- Performed tests of functionality, security and performance of different workstations and devices.
IT Technician
Continental Automotive Plant
Madison , AL
1995.05 - 2010.12
- Executed root cause analysis to improve yield and reliability
- Thoroughly inspected and repaired program systems components
- Carefully organized, analyzed and prepared technical data reports to ensure proper workflow and productivity
- Created detailed CAD drawings for the engineering departments
- Inspected precision machine parts using micrometers, height gauges and optical compactors
- Supplied production data to field operators, technicians, engineers and supervisors
- Entered and distributed work orders to other technicians
- Ran operational tests on systems and equipment to reinforce proper processes and remedy malfunctions
- Managed a team of 126 onsite general contractors for 12 months a year
- Trained the community service manager on turnover procedures, quality standards and project-specific systems orientation
- Led department meetings to build team cohesiveness and coordinate projects
- Facilitated efficient purchasing and resource availability through monitoring and oversight of all company inventory
- Maintained appropriate inventory levels to meet personnel and corporate needs
- Cultivated new vendor relationships using dynamic communication and negotiation skills
Education
Bachelor of Science - Computer Science
University of Alabama in Huntsville
Huntsville, AL1993
Skills
- Conflict management
- Administrative skills
- Microsoft Office
- Software upgrades
- Hardware diagnosis
- Troubleshooting proficiency
- Computer maintenance
- Service desk support
- Application installations
- Call center experience
- Team building
- Administrative support
Timeline
Help Desk Engineer
Huntsville Hospital For Women & Children
2011.03 - 2020.08
IT Technician
Continental Automotive Plant
1995.05 - 2010.12
Bachelor of Science - Computer Science
University of Alabama in Huntsville
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