La Juana Crowley
Product Support Analyst
Atlanta,GA
Summary
Highly skilled professional with a Bachelor’s of Science degree in Computer Information Systems, Specializing in Information Systems Security, Database Administration, and Product Application Support. Logical Transportation Manager with 2 years background overseeing shipment coordination. Adept at reducing shipping costs, increasing efficiency and implementing safety regulations. Assigns tasks to drivers and directs vehicle maintenance repairs. Excellent multitasking, time management and verbal communication talents.
Overview
19
19
years of professional experience
Work History
Data Analytics - Logistics Manager
Origin Transportation
01.2022 - Current
- Identify and address client needs; develop client relationships
- Collaboration with data analysts specialists and produce project deliverables
- Analyze purchase trends and customer data to gain business insights
- Analyze financial impact of proposed logistics changes, such as routing, shipping modes, product volumes or mixes, or carriers
- Analyze all aspects of corporate logistics to determine most cost-effective or efficient means of transporting
- Develop strategies to solve problems in logical yet creative ways to improve business performance
- Ensures full compliance with all company quality assurance standards
- Create team orientated environment by developing employees, conducting performance appraisals and communicating updates to process, procedures and policies
- Knowledge of transportation & distribution operations
- Experience with routing and scheduling packages and transportation optimization software
- Demonstrated data management and manipulation skills with ability to manage multiple projects at one time
- Strong communications skills
- Proficiency in MS Office applications
- Experience preparing and presenting oral and written presentations to management and clients.
- Identified areas for cost reduction by conducting in-depth financial analysis on company expenditures
- Improved operational efficiency through meticulous examination of internal processes and recommending enhancements based on findings
- Optimized data analysis processes by implementing advanced analytical tools and software
- Enhanced data-driven decision-making for company leadership through comprehensive reporting and visualization
Systems Technical Product Support Engineer
Genuine Parts Company
11.2013 - 10.2021
- Achieved 98% 1st Call Resolution providing Technical and Product Support NAPA Company-Owned and Jobber Retail Stores
- Strict adherence to SLA’s, Security Protocols, and Excellence in Customer Service to employees of over 7,000 NAPA Store located Nationwide and within U.S
- Territories
- Provide Technical, Functional, and Coding Support to Headquarters Store Product Support Teams
- Interprets, analyzes, diagnoses, documents, and resolves customer service problems related to internal supported hardware, software, LANs and WANs with objective of 1st call resolution
- Assistance in Installation, Configuration, and Maintenance of various systems and devices
- Asset Management
- Reporting/Documentation
- KB’s (Knowledge base Articles).
- Streamlined processes for diagnosing and fixing hardware, software, and network problems, resulting in quicker resolution times
- Developed comprehensive documentation of procedures to ensure consistent support quality across organization
- Managed regular system maintenance tasks, including updates, backups, and security checks to prevent data loss or breaches
- Assisted in successful rollout of new technology solutions by providing end-user training and technical guidance
- Contributed to development of IT policies and best practices that reduced risks associated with cybersecurity threats or unauthorized access attempts
- Utilized strong analytical skills to identify root causes of recurring issues, implementing long-term solutions that reduced overall support requests significantly
- Enhanced system performance by troubleshooting and resolving technical issues promptly
- Reduced downtime for users by providing efficient remote and on-site support services
HFC Analyst / Technical Operations Support Consultant
Seldon Systems
04.2013 - 11.2013
- Completed HFC Project On-Time and Under Budget
- Trained Cable Field Technicians in use of New Technology Monitoring Tools
- New Procedures and Enhanced Methodologies in Tracking and Updating Trouble Ticketing System
- Work with Field Technicians to Troubleshoot various issues
- Provide Escalation and Status Notification throughout Enterprise on Service Impacting Events
- Use of Client’s Proprietary Administrative DOCSIS Tool
- Use of Client’s Proprietary Reporting, Utilization and Measurement Application
- Maintain Real-Time Awareness of Network Activities
- User of Proprietary Continuity Standby Power Supply Monitoring and Battery Life Monitoring Tools.
- Reduced response time for Tier 1 and 2 support tickets
IT Auditor
Executive Technical Services
05.2012 - 04.2013
- Compiles, Analyzes and Tests Data for Security Audits and Projects
- Identifies, Access Data and Process Flows and Key IT Controls for Related Systems
- Interviews Personnel Responsible for Specific Processes Under Review
- Prepares Required Documents to Support Results and Recommendations
- Works with Team(s) to Successfully Apply Engagement Procedures, Make Assessments, Develop Data Queries and Validate Results as needed and Make Recommendations and Communications to Management
- Completes Engagement Work Plants typically in a Team Environment, including Planning, Fieldwork, Report Issuance and Wrap-up
- Participates in the Development of Audit Programs for New Areas Under Review.
- Increased internal control effectiveness through diligent evaluation of processes and providing recommendations for improvement
- Supported management decision making with accurate financial data analysis and insights from audit findings
- Developed strong relationships with clients, building trust and ensuring a high level of satisfaction during the audit process
- Followed established auditing processes to meet internal and regulatory requirements
- Conducted risk assessments to determine areas requiring increased focus during subsequent audits
- Performed observations and evaluated supporting documents to supplement audit findings
- Analyzed data and findings to prepare reports detailing financial information
- Assessed internal control risks of network through information system audits
- Prepared working papers, reports and supporting documentation for audit findings
Senior Technical Support Consultant
Radiant Systems
12.2011 - 05.2012
- Achieved over 95% 1st Call Resolution throughout Engagement
- Streamlined Technical Installation Protocols
- Reduced Downtime by over 50%
- Level 2/3 Technical Support
- Reports Design, Reliability and Maintenance Problems or Bugs
- Perform Daily Account Management
- Security Maintenance of User Accounts and Access Controls
- Install, Configure, and Maintain Email Servers.
- Enhanced customer satisfaction by resolving complex technical issues promptly and efficiently
- Collaborated with cross-functional teams to develop new product features, leading to improved user experiences
- Implemented streamlined troubleshooting processes, resulting in reduced response times and increased issue resolution rates
- Provided expert guidance on the use of software applications, ensuring clients were able to maximize their productivity
- Reduced ticket backlog by implementing effective prioritization strategies and optimizing workflows within the support team
- Developed and delivered comprehensive training programs for junior technical support consultants, increasing team proficiency and performance
- Contributed to a significant reduction in customer complaints by proactively identifying recurring issues and implementing targeted solutions
- Created detailed knowledge base articles to facilitate self-service support options for customers, reducing incoming ticket volumes
- Served as an escalation point for high-priority cases, ensuring timely resolutions and maintaining strong relationships with key clients
- Participated in after-hours on-call rotations, providing reliable emergency support coverage for critical incidents
- Established best practices for remote assistance tools usage, improving security measures while assisting customers remotely
- Conducted root cause analysis on recurring technical problems, developing long-term solutions that minimized future occurrences of similar issues
- Regularly exceeded support performance metrics, consistently ranking among the top performers within the team
Product Support Analyst (Consultant)
McKesson (TekPartners)
07.2011 - 12.2011
- Successful Roll-Out and Client Implementation of 2 New Client-Based Electronic Health Care Applications
- Successfully reduced Client’s Downtime by 50%
- Overhaul of Knowledge Database
- Provide Senior Level Support to Physicians, Hospital and Medical Offices
- Extensive work with Oracle and Microsoft SQL Databases
- Work with Identity Manager Tools
- Configure Accounts for Physician’s Health Information Management users.
Health IT Application – Team Lead
Kaiser Permanente
09.2007 - 06.2011
- Assisted in Creation of On-Line, Single Sign-On Application
- Help Desk Team Lead
- Technical Support of Health IT Applications
- Identity Manager Administrator
- Consistently support HIPPA Compliance and Kaiser Permanente Principles of Responsibility
- Maintain Privacy and Confidentiality of Information and Reporting of Non-Compliance.
- Directed and supervised team of 10 engaged in development and implementation of new application integration.
Managed Services – Technical Lead
Impact Innovations Group
03.2005 - 08.2007
- Subject Matter Expert tasked with Updating Existing and Developing New Documentation for Processes, Procedures, and Enhancements
- Level 3 Help Desk Support
- Assisted in Application Technical Support for over 20,000 Independent Insurance Agents
- Creation of Heat Service Desk Tickets
- Reporting and Escalation of Site Outages
- Remote Desktop Support
- Extensive use of Active Directory, Citrix Management Console Monitoring and ICA Session Shadowing
- Network Printer Installation, Configuration and Maintenance.
Education
Bachelor of Science - Computer Information Systems Security
DeVry University
Chicago, IL12.2012
Master of Science - CyberSecurity and Data Analytics
Western Governors University
ChicagoSkills
- Carrier Negotiations
- Purchasing Management
- Shipping Documentation
- Route Optimization
- Transportation Management Systems
- Safety Standards
- Vendor Relationship Management
- Operational Management
- Logistics Management
Core Technologies
- Network Operations Management
- Operations – Severs, Routers, Switches, Modems
- Administration – VMWare, LANDesk
- Malware and Network Security
- OS Security – McAfee/Symantec/EndPoint
- Networking Monitoring Tools
- NetIQ, NetZ
- Database Administration
- SQL 2005/2008, Oracle 10g
- Data Backup/Recovery (Cloud/Local)
- Carbonite, Symantec
- Data Analytics
- Programming Languages
- Java, Unix Shell Scripting, ASP.NET, VB, C#, Python
- Information Systems Security
- IT Security Policies and Procedures
- IT Policy Laws and Ethics
- IT Auditing
- Identity and Access Management
- Business Analysis Tools
- Information Analysis and Requirements Gathering
- Process and Procedure Improvements
- Quality Control and Assurance
- Risk Management
- Microsoft Office 365
- Operating Systems
- Microsoft Windows (Windows 11, Windows 10, Windows 8, Windows 7, Windows Vista, and Windows XP)
- Apple's macOS (formerly OS X)
- Chrome OS
- Android
- Unix
- Linux
- ITIL Core Foundation Certification
Timeline
Data Analytics - Logistics Manager
Origin Transportation
01.2022 - Current
Systems Technical Product Support Engineer
Genuine Parts Company
11.2013 - 10.2021
HFC Analyst / Technical Operations Support Consultant
Seldon Systems
04.2013 - 11.2013
IT Auditor
Executive Technical Services
05.2012 - 04.2013
Senior Technical Support Consultant
Radiant Systems
12.2011 - 05.2012
Product Support Analyst (Consultant)
McKesson (TekPartners)
07.2011 - 12.2011
Health IT Application – Team Lead
Kaiser Permanente
09.2007 - 06.2011
Managed Services – Technical Lead
Impact Innovations Group
03.2005 - 08.2007
Bachelor of Science - Computer Information Systems Security
DeVry University
Master of Science - CyberSecurity and Data Analytics
Western Governors University