Jane E. Nichols
Boonville,IN
Summary
Highly skilled in analytical thinking, effective communication, and collaborative teamwork. Proven track record of swiftly adapting to new environments. Enthusiastic about making valuable contributions to team success while continuously enhancing professional skills. Positive attitude and strong commitment to continuous learning and growth, poised to excel in any challenge.
Overview
15
15
years of professional experience
Work History
Analyst I Tech Support
Windstream Communications
04.2021 - Current
- Work in a virtual call center providing training and support to a help desk of approximately 13 lan/desktop technicians
- Resolve and diagnose level III/management escalations using the Cherwell Ticketing System
- Stand in management for after-hours
- Assist in UAT testing for applications and systems implementation for a global Telecommunications organization
- Provide first call resolution for a customer base of over 13000 users in the US and globally
- Monitor calls using NICE CxONe phone software
- Publish and distribute Knowledge articles for changes/updates to all systems and applications
- Audit live and recorded calls to provide best customer service
- Create reports in different systems to assist in maintaining SLA
- Project lead for Microsoft Copilot project establishing the written parameters and testing
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
Information Technology Technician
Southwestern Healthcare
10.2018 - 03.2021
- Tech Desk technician resolved issues on site and provided remote support to over 12 Healthcare and Medical sites throughout the tri-state area
- Resolved all issues related to the tech desk for over three hundred employees
- Hands on troubleshooting, configuration, installation and replacement of all computers, laptops, printers, scanners, desktop phones and cell phones
- Worked closely with IT and other teams to bring first class problem resolution
- Ordered all necessary budget items for the company collaborated closely with Vendors to get best price and delivery
- Participated in the team's monthly on call rotation, as well as filling in for vacations and PTO
- Researched and diagnosed issues related to Medinformatix (company's EMR) collaborating closely with the Vendor to resolve issues
- Instrumental in developing sops and processes
- Provided excellent remote support for those individuals that telecommuted due to COVID-19 using personal devices
- Familiar with troubleshooting Zoom/Doxy/Skype and all other platforms related to telehealth and offsite conferencing
Major Incident Manager-IT Support
Windstream Communications
01.2014 - 10.2018
- Point of contact for Severe (S1) and Major (S2) impacting incidents, primarily involving large scale infrastructure issues or high-risk data or application issues
- Worked closely with all IT Teams to manage and improve the stability of the production environment both regionally and globally
- Advised and consulted with other IT teams on processes relating to Incident Management, Problem Management and Change Management
- Provided 24 hr stand by assistance as back up to my team
- Team coverage throughout the business day
- Participated in the team's monthly on call rotation, as well as filling in for vacations and PTO
- Researched and diagnosed the issue to engage the correct support team or teams
- Point of contact for Vendor support that has 'follow the sun' production
- Responsible for a portion of the overall team's SLA reporting
Senior Applications Coordinator
Windstream Communications
08.2010 - 01.2014
- Answered incoming calls and researched issues with internal and external customer's workstations, applications, printers, phones, and all issues related to their day-to-day functionality
- Provided remote desktop support for a user base of 16,000 users in the US and globally
- Integral role in the migration of Q Services (KDL) applications/processes
- Assisted in on site reimaging campaign for Q Services (KDL) integration
- Oversaw and served as Lead when manager was out of the office for the service desk of twenty individuals in a virtual environment
- Managed escalated requests by either resolution or engaging the team/organization to resolve the issue
- First call resolution, high ticket close rate within SLA
- Managed special projects dealing with the integration of networks, systems, and applications VDI and Cisco Any connect VPN, as well as all other processes and issues pertaining to the service desk
- Implemented and trained peers to ensure smooth transitions on company migrations and buy outs
- Traveled to sites and assisted in Legal Day 1 activities for three of the company's major acquisitions
- Crisis Coordinator rotation managing and responding to business impacting outages
- Responsible for Winhelp (ITSM) self-service portal in keeping tickets routed and resolved in a timely manner
Network Support Specialist
Q Services Company
10.2009 - 08.2010
- Company Overview: (August 2010 Purchased by Windstream Communications)
- Domain Administrator
- New user account creation on all systems/applications
- Provide on and off-site network support and Desktop support for five companies, one thousand users
- Firsthand troubleshooting, configuration, installation and replacement of all computers, laptops, printers, scanners, desktop phones and cell phones
- Collaborated with vendors on special licensing and product keys related to engineering software
- Served in on call rotation for company after hours support
- Setup new hire computer workstations and laptops to specifications and provided initial training of user
- Managed calls via proprietary ticketing system
- Record all assets for the company pertaining to network systems, software, and printer toner
- First call resolution, high ticket close rate within SLA
- (August 2010 Purchased by Windstream Communications)
Education
Bachelor of Science - Business Administration
Oakland City University
Oakland City, INSkills
- Advanced Microsoft Office Skills
- Proficient in Microsoft 365 Copilot
- Cross-Cultural Competence
- Computer Hardware Setup
- System Integration
- LAN Management
- Problem-Solving Skills
- Virtualization Solutions
- Analytical Business Insights
- Emergency Management Coordination
Languages
English
Native or Bilingual
Timeline
Analyst I Tech Support
Windstream Communications
04.2021 - Current
Information Technology Technician
Southwestern Healthcare
10.2018 - 03.2021
Major Incident Manager-IT Support
Windstream Communications
01.2014 - 10.2018
Senior Applications Coordinator
Windstream Communications
08.2010 - 01.2014
Network Support Specialist
Q Services Company
10.2009 - 08.2010
Bachelor of Science - Business Administration
Oakland City University
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