KAREN VOGEL
Summary
As a seasoned technology professional, I have successfully managed multiple priorities positively, demonstrating my ability to handle diverse challenges. My willingness to take on added responsibilities and continuously educate myself to meet team goals is a testament to my commitment and adaptability.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Technical Application Support Developer I
NewRez LLC
05.2024 - Current
- Responded to internal customer issues surrounding applications, reports, and websites
- Responded to escalated issues after hours as needed
- Collaborated with development teams to deploy SQL packages using SSMS, Microsoft Azure, and Octopus Deploy
- Investigated and responded to end-user service requests and reported questions, incidents, and problems related to software solutions technical performance
- Troubleshooted functional and performance issues and documented root cause and remediation steps
- Responded to customer requests (e.g., data changes, import/export, access requests)
- Performed configuration changes in production
- Participated in software field testing to verify the performance of developed projects every week.
Technical Applications Support Developer I
Computershare SLS
08.2022 - 05.2024
- Responded to internal customer issues surrounding applications, reports, and websites
- Handled escalated issues after hours as needed
- Collaborated with development teams to deploy SQL packages using SSMS, Microsoft Azure, and Octopus Deploy
- Investigated and responded to end-user service requests and reported questions, incidents, and problems related to software solutions technical performance
- Troubleshot functional and performance issues and documented root cause and remediation steps
- Responded to customer requests (e.g., data changes, data import/export, access requests)
- Performed configuration changes in production
- Participated in software field testing to verify the performance of developed projects every week.
Implementation Specialist
Entrust Datacard Corporation
07.2015 - 06.2022
- Installed, configured, and upgraded CardWizard Software
- Conducted remote training for four customers per week via WebEx Training Center, Ring Central, or Zoom
- Created, updated, and enhanced internal support documents to assist internal and external stakeholders
- Provided Installation, Configuration, and Maintenance to systems for approximately five clients per week
- Identified and implemented process and procedural improvements as approved by manager
- Raised bugs and worked with different technical teams to analyze and follow up on issues
- Assisted in preparing and delivering client end-user training to new team members, including supporting materials, etc
- Troubleshot, supported, and augmented existing client solutions.
Systems Engineer
CoreStaff: Client United Airlines
10.2014 - 07.2015
- Implemented release changes to production environments
- Designed and executed tests to validate systems meet user requirements
- Contributed to documentation for new and existing systems
- Collaborated on operating system upgrades and system enhancements
- Executed system upgrades and integration activities for future systems
- Oversaw 20 daily calls from airline employees at airports.
SOTI ADMINISTRATOR/ DEMAND MANAGEMENT RESOURCE
Wipro, LTD : Client Catholic Health Initiatives
01.2013 - 01.2015
- Developed and documented network policies, procedures, and standards
- Connected to the client's computer using the remote link to install programs and applications
- Served as a subject matter expert for SOTI MobiControl Software
- Configured, tested, and deployed 15,000 Cerner CareMobile Devices and Zebra printers across the enterprise
- Upgraded operating systems and computer software to perform compatibility with programs
- Established strong relationships with critical vendors, allowing faster resolution when escalating server hardware or software issues.
SCCM\SOTI ADMINISTRATOR
Catholic Health Initiatives, Inc
01.2012 - 01.2013
- Provided 2nd and 3rd-level technical support and troubleshooting to internal and external clients
- Delivered helpdesk service and support to customers
- Assisted employees with resolving network problems at remote locations
- Optimized networked software and operating systems by applying updates and patches
- Supported system users, educating employees on troubleshooting and problem-solving protocols
- Paid attention to detail while completing assignments
- Learned and adapted quickly to new technology and software applications
- Demonstrated leadership skills in managing projects from concept to completion
- Proven ability to learn quickly and adapt to new situations.
Clinical Helpdesk Technician III
Catholic Health Initiatives, Inc
01.2010 - 01.2012
- Diagnosed and troubleshot hardware, software, and network issues
- Installed, configured, and maintained computer systems and network connections
- Configured hardware, devices, and software to set up workstations for employees
- Provided after-hours support to ensure continuous IT service availability during critical business periods or outages
- Participated in professional development opportunities to stay current on emerging technologies, industry trends, and best practices in helpdesk support
- Installed and configured operating systems and applications
- Patched software and installed new versions to eliminate security problems and protect data
- Created user accounts and assigned permissions
- Initiated tasks with a strong sense of personal responsibility
- Demonstrated respect, friendliness, and willingness to help wherever needed
- Organized and detail-oriented with a strong work ethic.
Education
Bachelor of Science - Information Systems Security
ITT Institute of Technology
Thornton, CO09.2004
Associate of Applied Science - Electronics
DeVry Institute of Technology
Kansas City, MO06.1989
Bachelor of Arts - Marketing
Avila College
Kansas City05.1983
Skills
- Customer Service
- Go-Live Support
- Technical Support
- Technical Troubleshooting
- Team Player
- Hardware and Software installation
- Hardware and Software Configuration
- Client Expectations
- ServiceNow
- Microsoft Windows
- Microsoft Office
- Video Conferencing
- Issue Resolution
- Remote Desktop
- Requirements Gathering
- Technical Analysis
- Technical Writing
- Idea Brainstorming
- Problem-Solving
- Testing and debugging
- Best Practices Implementation
- Teamwork and Collaboration
- Idea Development and Brainstorming
Certification
- CompTIA A+ Certification, 05/01/99
- CompTIA Network+, 08/01/02
Timeline
Technical Application Support Developer I
NewRez LLC
05.2024 - Current
Technical Applications Support Developer I
Computershare SLS
08.2022 - 05.2024
Implementation Specialist
Entrust Datacard Corporation
07.2015 - 06.2022
Systems Engineer
CoreStaff: Client United Airlines
10.2014 - 07.2015
SOTI ADMINISTRATOR/ DEMAND MANAGEMENT RESOURCE
Wipro, LTD : Client Catholic Health Initiatives
01.2013 - 01.2015
SCCM\SOTI ADMINISTRATOR
Catholic Health Initiatives, Inc
01.2012 - 01.2013
Clinical Helpdesk Technician III
Catholic Health Initiatives, Inc
01.2010 - 01.2012
Bachelor of Science - Information Systems Security
ITT Institute of Technology
Associate of Applied Science - Electronics
DeVry Institute of Technology
Bachelor of Arts - Marketing
Avila College