Janet Scott
Richmond,VA
Summary
Technical Specialist II with more than 10 years years of experience enhancing operations for organizations through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems.
Overview
39
39
years of professional experience
Work History
Support Desk Analyst II
Bon Secours Mercy Health/Nordic Consulting
07.2014 - 07.2024
- Reset passwords for several different applications
- Also remoted into computers using Microsoft Server and Bomgar
- Ticket system called Heat, Symphony, Compass
- Applications: Azure, Kronos, Active Directory, Java, SharePoint, Password Lockout, Internet Explorer 11, Microsoft Office 2000 - 2016, Office 365, HealthStream, Iaspire, Webex and IAM Toolkit, Skype and Slack
- Knowledge Base articles
- Also walked users through how to use Compass/Saviynt
- Used Chatbot
- Phone system worked with: Cisco phone system plus Cisco Agent/Supervisor
- Hot Seat Responsibilities: Be able to answer anyone’s questions about different procedures.
Help Desk Analyst
Estes Express
03.2014 - 07.2014
- Reset passwords, work with AS400 system
- Help customers to resolve any software or hardware issues on laptops and desktops for IBM and Dell computers
- Used Remedy (OPAS) for logging problem tickets
- Worked with the following software: Microsoft Products (Outlook, Excel, Word, PowerPoint) Team Viewer, Internet Explorer 6.0, 7.0 and 8.0, Novell, Active Directory
- Cisco System IP Phones 7940 and 7962 Series
- Word Forge
- Able to remote into customer's workstations using Remote Assistance.
Customer Service Representative
Bank of America
07.2012 - 12.2013
- Work emails and create Maximo tickets for any problems being listed
- Answer calls coming in and open Maximo tickets for those calls with problems
- Assign Maximo tickets to groups that the issue was related to
- Open/Close Bridge lines for conference calls.
Help Desk Analyst
Perot Systems/Dell Marketing LP
04.2003 - 05.2012
- Worked with the following software: Microsoft Products (Outlook, Excel, Word), CSW, DSS, Business Objects, Reflections, Internet Explorer 6.0, 7.0 and 8.0, Novell, NetMeeting, Active Directory, SMS, and Java
- Was also trained on Cisco System IP Phones 7940 Series
- Forge (documentation program) Also familiar with Open Span, Oracle
- Able to remote into customer's workstations using Remote Assistance.
Data Center Analyst/Team Leader
Perot Systems
11.1998 - 03.2003
- Broke down daily work, inserted checks daily, signed checks daily, and made sure weekly tapes went offsite
- Attended weekly change meetings
- Did yearly reviews, made sure goals were accomplished
- Ordered any cabling needed for the computer room.
Computer Operator
Owens & Minor
06.1985 - 11.1998
- Ran nightly batch
- Broke down nightly reports
- Retrieved tapes for nightly batch
- Scheduled jobs to run in batch
- Uploaded information to the mainframe, downloaded information from the mainframe to a pc, setup jobs in Sar/Express.
Education
High School Diploma -
Manchester High School
Richmond, VA06.1982
Skills
- Analytical Thinking
- MS Excel
- Team Collaboration and Leadership
- Documentation And Reporting
Additionalinformation - Knowledge
- Uninstalling and re-installing Java for different programs.
- Working in Windows environments: Windows 2000, Windows 2003, Windows XP, Windows 2007, Windows 2008, and Windows 2010.
- Familiar with the Maximo ticketing system and using an Avaya phone system.
Timeline
Support Desk Analyst II
Bon Secours Mercy Health/Nordic Consulting
07.2014 - 07.2024
Help Desk Analyst
Estes Express
03.2014 - 07.2014
Customer Service Representative
Bank of America
07.2012 - 12.2013
Help Desk Analyst
Perot Systems/Dell Marketing LP
04.2003 - 05.2012
Data Center Analyst/Team Leader
Perot Systems
11.1998 - 03.2003
Computer Operator
Owens & Minor
06.1985 - 11.1998
High School Diploma -
Manchester High School
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