Summary
Overview
Work History
Education
Skills
Seminars Training
https://www.linkedin.com/in/michelle-sweeney-0823892/
Timeline
Generic

Michelle Sweeney

Watervliet,MI

Summary

Diversely Skilled Technical Analyst with 20 years solving problems for employers and customers. Personable and adaptable provider of technical expertise in language comprehensible to everyone from engineers to private users. Adept at offering one-on-one support as well as authoring technical specifications and requirements for publication.

Overview

24
24
years of professional experience

Work History

Technical Support Analyst/Telecommunications Analyst

Yellow
09.2018 - 07.2023
  • Manage the day-to-day operations involving voice switches, carrier services, vendors, and technologies supporting voice infrastructure
  • Handle incidents, requests and maintenance
  • Perform telephone switch maintenance including upgrades, patching, add/moves and changes
  • Understand capabilities and perform changes to Ring Central Cloud Solution and ACO maximizing feature utilization to benefit business
  • Manage a wide variety of UC & Telephony systems including PBX/VoIP systems, SIP services, IVRs, Ring Central, Microsoft Teams, conferencing, fax systems, ACO cloud platforms
  • Maintain accurate records of topology associated with the company's voice infrastructure
  • Contributing and use of team Shareoint site with documented proceses, team information, updates and status or projects
  • Gathering information from the onprem CM systems and remotely deploying out the ACO IP phones
  • Updating Avaya Sharepoint to communicate on ACO upgrade information regarding status of terminals, phones, site information and status
  • Sending information to terminals on Business Required Documentation to upgrade to ACO
  • Service tickets and schedule Tech to go onsite
  • Remotely work with the tech to deploy the new ACO Avaya phones during the upgrade for over 260 terminals from various digital and IP phones
  • Configured the ACO according to specifications and needs including stations, queues, IVR and announcements
  • Manage wired and wireless headset supply chain
  • Coordinated with telecommunications vendors to ensure appropriate platform integration and performance
  • Whenever necessary, asked for support and collaborated with Networking on troubleshooting
  • Provide intermediate, second level technical support for technology infrastructure and customer issues and requests
  • Develop and implement changes to improve service delivery, optimize technology execution and increase customer satisfaction
  • Provide knowledge, training, and solution sets to first level support teams to improve first call resolution and increase customer satisfaction
  • Review issues to identify trends and make recommendations for improvement
  • Responsible for providing best-in-class customer care
  • Exhibit customer advocacy while understanding and working within enterprise guidelines
  • Demonstrate intermediate knowledge of key business processes of partners and customers
  • Relate business needs in appropriate terms for team members
  • Develop good relationships with customers
  • Demonstrate intermediate technical skills in areas such as end user, systems management, security, service management, applications, and networking
  • Contributor and heavy user to update Sharepoint documentation on current software, processes, KB articles and team information
  • Works with internal teams minimize and/or eliminate customer impact, prevent problem reoccurrence, and improve service delivery
  • Provide 24 by 7 on-call support on a rotating basis.

IT Site Support Specialist

Palisades-Entergy through HCL
02.2017 - 02.2018
  • Performed hands-on and remote tasks that include running hardware diagnostics troubleshooting hardware and printer functionality, configuring hardware for new users, maintaining computer equipment and supplies inventory
  • Performed functions related to personnel on-boarding and off-boarding
  • Coordinate equipment repairs with vendors including, but not limited to, Dell, Xerox and HP products
  • Documented new and existing process and procedures for internal and end users
  • Responded to incoming level I incidents and requests via walk-ups, phone or email
  • Continuously inform the end user on the progress of the resolution, keeping ownership throughout the ticket resolution and always following up with the end user prior to closing the support ticket to ensure customer satisfaction
  • Escalated unresolved issues to proper personnel after having conducted initial investigation
  • Setting up requested IT equipment (video, audio, or telecommunication) for meetings and conferences
  • Participated in the on-call rotation
  • Install, troubleshoot, and maintain Microsoft Windows (XP, 7, 8) and Apple OSX on the end user devices
  • Worked with mobile device management (Citrix XenMobile and Blackberry)
  • Worked with Active Directory user administration and Exchange mailbox management
  • Worked with VOIP and Video Teleconferencing
  • Resolved basic network issues (i.e
  • DNS, DHCP)
  • Worked with network multi-function printers (Xerox and HP)
  • Used remote connectivity to correct PC issues (Remote Desktop, VNC, Bomgar)
  • Worked with Microsoft System Center 2012 Configuration Manager
  • Configured Microsoft Office, Adobe and related software packages
  • Excellent customer service, documentation, attention to detail, problem solving and organization skills.

IPC Support Analyst

Select Resources at Johnson Controls Inc.
03.2013 - 09.2016
  • 2nd level for software application Integrated Production Control, (IPC) for all North America automotive plants 24/7
  • Daily use of ITSM ticket system, previously used Remedy ticket system
  • Troubleshooting IPC application and data using MS Query and SQL Developer
  • Works closely with other teams to find problem resolution including, MFG-Pro, IBM MQ series, Development and Launch teams and Oracle DBA
  • Upgrades of IPC on virtual servers using Dameware and/or RDP to connect and install and support of servers using IPC applications, Windows Task Scheduler and Oracle ODBC, Merant drivers and TNS names
  • Document work instructions for Shopfloor FAQ common problem resolution
  • Add/Update users for time clock application Kronos
  • Work closely with plants to setup new Intermec printers and CK3 scanners
  • Support local IT at plants to troubleshoot printing, scanning, racking and broadcasts from automotive manufacturers
  • Modify XML files for the incoming and outgoing broadcasts
  • Add/modify delete labels using Loftware software using PCA request system
  • Support of Lineside Replenishment System, (LRS) on SQL Servers 2003 and 2008
  • Import and export of SQL databases as needed
  • Setup alerts on servers using Manage Engine Applications Manager
  • Use Crystal Reports to modify Bill of Lading and shipping and parts labels
  • Plan, conduct and execute Integrated Production Control systems support to manufacturing plants and IT projects with significant magnitude and scope involving integration among diverse systems
  • Work independently to meet customer needs
  • Create Functional Specifications for improvements to operating processes to fulfill business needs
  • Meet with Plants, Supply Chain and other IT Functional/Technical team members to review new requirements and projects
  • Identify, investigate and recommend improvements in products, systems or processes to improve the application or operation.

GCD Senior Delivery Analyst

Optime Tech at Whirlpool Corporation
09.2010 - 02.2013
  • Provide Day-to-Day PC, Software, and Telecommunications support for Global Consumer Design’s 200+ employees
  • Act as liaison to the clients, GIS group on behalf of GCD
  • Develop technical partnerships with both GIS and external vendors to develop global support solutions that enhance productivity at all GCD studios
  • Integrate GCD developed solutions with GIS enterprise solutions for the long term benefit of both groups
  • Administer and maintain GCD backup, FileMaker Pro, and Facilities Calendar , Servers FTP sites and Video Conference equipment
  • Track hardware and software assets and coordinate new hires, upgrades, and departures
  • Install and maintain GCD standard software and drivers that are not part of GIS’s enterprise solutions
  • Partner with GIS and process partners to develop creative enterprise solutions for Digital Asset Management, Secure File Transfer, Secure Backup, and Global Asset Management
  • Create “How To” manuals and guides to help GCD employees “self Maintain” and diagnose common hardware and software issues
  • Actively engage GCD staff members to determine present and future states of hardware and software needs
  • Pro-actively investigate possible options and provide GCD management with educated choices
  • Consults, develops and implements moderately complex infrastructure and application deployment activities to meet user, system and governance requirements
  • System and infrastructure deployment activities may include developing requirements, configuration, testing, documenting, training, managing change and deploying solutions
  • Give guidance and direction to less experienced analysts.

IT and Telecommunications Support Analyst

Bartech at Eaton Corporation
06.2008 - 09.2010
  • 2nd and 3rd level computer support and 4th level telecommunications support for Galesburg campus
  • Troubleshooting all laptops, desktop and workstation computer problems for Galesburg campus
  • Installation, upgrades and repair of MS Office products, Remote Access, VPN client, Zone Labs, Adobe suite, Avaya Message Manager, Avaya IP Softphone, Avaya Softconsole and directory, Right Fax, Plantronics Personacall, CMS Supervisor and various other applications as used in Galesburg
  • Removal of viruses on the network utilizing various CD’s, system diagnostics and system restore disks
  • Installation of new printers to GALMISP01, adding IP address and configuration
  • Documentation of break/fix solutions and best practices
  • Assist in moving team information from Network folders to Sharepoint team site
  • Contribute documentation, processes and software applications into Sharepoint
  • Identify possible LAN/WAN issues and work with IT teams as needed to resolve issues
  • Work closely with Procurement team for software and hardware requests
  • Work with RDC team on data recovery of terminated users
  • Deploy EOL and new computers for Galesburg and data transfers
  • Use On Track software for data recovery as needed
  • Provide administration for Avaya Site Communication for stations, VDN, vector, announcements, Hunt Groups, Agent Login, bridged appearances, ISDN’s, EC500, IP Softphone, call forwarding, COR, COS and Audix voice mail
  • Provide support for 2 Call Centers in Galesburg for VoIP phones, headsets, Agent Logins and CMS access
  • Work closely with Mobile Communications Team, AT&T, Sprint and Verizon on VIP’s with Smartphone setup and troubleshooting
  • Liaison between Avaya systems and Witness and Contact Store applications
  • Monitor all Avaya alarms on CMS Sun box, Audix server and PBX switch including monthly backups of CMS Sun box
  • Responsible for updates/add/delete announcements and uploading to Avaya VAL boards
  • Responsible for all Avaya and Definity hardware in Galesburg
  • Provide upgrades as needed to PBX switch, CMS Sun box and Audix server
  • Resolving all digital, analog and VoIP telephones, polycoms, headsets and fax machine problems including patching/toning in the network closets and server room
  • Maintain and update GLAMISNAME2 DHCP settings for VoIP phones
  • Updating of IP Softconsole for receptionist by exporting stations from PBX switch to Softconsole directory
  • Provide all telecommunications support for Portage location using Siemen’s phone system
  • Testing of Unified Communications Modular Messaging Client for Outlook and Outlook Integrator and MS Office Communicator and UCC Speech Recognition
  • Restore files and perform backup tape rotation with Symantec Backup Exec
  • Administration of AD accounts, computers, DL, Service Accounts and Conference Rooms through DRA
  • Provide communications to customers on status and follow-up
  • Monitor Remedy ticket queue and reports
  • Monthly reporting, training and documentation as requested.

IT Support Specialist

Stryker Medical
02.2006 - 06.2008
  • Provide 1st and 2nd level support via Altiris Help Desk ticket system
  • Provide break/fix solutions for all laptops, desktops and work stations for employees including shop floor Wyse clients and Zebra printers
  • Setting up laptops/desktops with images using Altiris and PC Transplant in transferring files and settings
  • Create and modify images as needed with updates using Altiris and packaging software
  • Deploying software using Altiris and Remote Control
  • Installation of new printers within the VLAN’s via TCP/IP on the Network
  • Repair and troubleshoot all hardware problems and ordering parts as needed through the Dell Certified Technician site
  • Provide domain administration including adding/modifying/deleting accounts, group membership, Groups, Distribution Lists and Service Accounts using Active Directory
  • File restores and Net backup performed through Veritas
  • Perform software installations and upgrades including MS Office products, Adobe, Trend Office Scan, VPN Client, iPass, Remote Access, AS 400 application with IBM iSeries, JD Edwards, Citrix Applications, McAfee, Sprint Connection Center, Sharepoint
  • Administrator for RSA token and account creations
  • Administrator for FTP sites
  • Create labels, images for CD/DVD burning multiple copies for Marketing using the Rimage machine with thermal printer
  • Administrator for Goodlink and Blackberry server
  • Provide administration for Avaya Site Administration and Octel using Procomm to setup voice mailboxes add, changes and deletes
  • Provide call center reports through CMS Supervisor and manage agents
  • Installing 6408 & 6421 digital and analog phones and punching into the network closets and server room
  • Install 4610 and 4621 IP phones to workstations and patching in Network closets
  • Editor for the monthly IT Newsletter
  • Work closely with Manager, Team members, Infrastructure team and IT staff
  • Work closely with IT staff in escalations and problem handoff and manage Projects as required.

Help Desk Coordinator I

Flowserve Corp.
09.2005 - 02.2006
  • Provide customer support via Help Desk database, personal computer, hardware and software
  • Entering all support calls using Magic, documenting call and problem solving call
  • Provide domain administration including adding/modifying/deleting accounts, group membership and password resets using Active Directory
  • Upgrades of Lotus Notes and working closely with Notes Team on problem resolutions
  • Perform software installations and upgrades including MS Office products, McAfee Virus Scan, VPN Client, iPass, Remote Access, AS 400 application, Citrix Applications, Lotus Notes
  • Work closely with Manager, Team members, Infrastructure team and Global IT staff.

Computer Technician

Tek Systems-Chemical Bank Shoreline
08.2003 - 01.2004
  • Provide troubleshooting for computer problems of employees of the bank including Microsoft Exchange and Bank software
  • Responsible for installations of new software and inventory
  • Rotating responsibility for Help Desk phone support including creating and assigning tasks and basic troubleshooting and setup instructions
  • Monitor Level 1 and 2 threats through Symantec and install updates on server
  • Documented installation instructions and procedure/policy information
  • Provided phone support during conversion to Bankway Software
  • Re-imaging via Norton Ghost of computers returned to stock awaiting deployment
  • Maintenance of backup tapes and restores on local Windows 2000 server.

Web Editor/Customer Service Representative

AutoAccessories4Less.com
02.2003 - 08.2003
  • Managed Mats4Less web site including additions, deletions and updating of web site
  • Responsible for corresponding via eMail in response to customer requests
  • Follow-up of orders placed
  • Provided customer service phone support including order status, billing information, shipping information and all product support
  • Follow-up with manufacturers on order status, shipments and product specifications.

cc:Mail Administrator

Manpower-Whirlpool Corporation
10.2002 - 12.2002
  • Provide global Lotus cc:Mail administration including additions and deletions
  • Maintenance of cc:Mail routers on Windows NT servers and OS/2
  • Monitoring of all connections globally to the main cc:Mail hub
  • Resolving tickets to completion
  • Clean-up of post offices during migration to Lotus Notes from Lotus cc:Mail
  • Point-Of-Contact between North American divisions during migration
  • Documenting processes of migration
  • Communicating to divisions and team members of status during migration
  • Working in Lotus Administration in importing customer ID’s and maintenance.

Technical Analyst

Partner Assistance Center, Whirlpool Corporation
03.2000 - 03.2002
  • Resolve break/fix problems utilizing PC Anywhere and Tivoli Remote Control, when needed for all Whirlpool core applications including Microsoft Office, Microsoft Front Page, Internet Explorer, Microsoft ODBC, Lotus cc:Mail, Lotus Notes, Lotus Organizer, Microsoft Access, GLQ/BiQuery, Sap, Citrix, Norton Utilities and Norton Antivirus, PcAnywhere, Adobe, HP Printing software, Tivoli Remote Control, Expert Advisor, Reflections, Rumba, Remote dialer software associated with Win95, Win98, WinNt, Win2000 within the Service Level Agreement
  • Provide administration for Novell and NT networks using Netware and User Manager
  • Provide cc:Mail global administration support in setting up new post offices and moves or changes including deletions
  • INotes conversion effort in moving people from cc:Mail to iNotes in the pilot
  • Provide training to the Help Desk agents as needed
  • Rotate Technician-On-Call (TOC) duties including rotating pager during business hours
  • Maintain the IS End User Support web page using Front Page 98
  • Provided training, documentation and support on Help Desk Project
  • Interviewed and assisted in the hiring process.

Lead Analyst

Partner Assistance Center, Whirlpool Corporation
11.1999 - 03.2000
  • Agent-On-Call (AOC,) managing priority tickets to resolution within Problem Management guidelines including carrying rotating pager, updating Front End message and notifying all agents
  • Leading 10-12 agents in call-taking and problem solving Project work, including writing Documents of Understanding between Service Providers and the Help Desk and providing necessary training and documentation
  • Reviewing CentreVu (call statistics,) for agents daily to provide efficient scheduling
  • Mentoring of new agents including training, documentation and support
  • Provide quality assurance and measurements on all agents
  • Leading 10-12 agents in call-taking and problem solving.

Education

Brandon Valley High School

Lake Michigan College
01.1989

Skills

  • Ring Central
  • ACO
  • ASA
  • CMS
  • Avaya OneX Agent
  • VoIP
  • Digital and analog phones
  • Active Directory
  • Citrix Director
  • MS Office 365
  • Sharepoint
  • MS Intune Mobile Device Management
  • MS Azure
  • Service Now and Remedy ticket systems
  • RightFax
  • Cortex CSIAM
  • Delinea Password Management
  • Engine diagnostic software
  • MS Authenticator
  • Global Protect VPN
  • HP Winterm Management Console
  • Kronos time clock management console
  • Samsung Knox
  • SCCM
  • Windows 10 and 11
  • Windows 8
  • 7
  • XP
  • 10
  • 11
  • Oracle Database
  • SQL Server
  • Windows Server 2003
  • 2008
  • 2012
  • Loftware
  • Remedy
  • Crystal Reports
  • SQL Developer
  • MS Query
  • XML
  • RF Scanners
  • Intermec printers
  • Dameware
  • RDP
  • Cisco AnyConnect VPN
  • Dell Hardware Certified for Laptops and Desktops
  • Microsoft Office Suite 2003
  • 2007
  • 2010
  • 2013
  • Microsoft Front Page 98
  • Photoshop
  • Microsoft Image Composer
  • Microsoft Outlook
  • Lotus ccMail
  • Lotus Notes
  • FTP
  • TelNet
  • SQL Queries
  • Citrix Applications
  • Symantec Backup software
  • Veritas Backup software
  • Novell Netware Administration
  • MS Active Server Directory
  • MS Exchange 2003
  • Adobe
  • Symantec Norton Antivirus
  • PcAnywhere
  • Ghost
  • McAfee Virus Console
  • EPolicy Orchestrator
  • Trend Office Scan
  • McAfee
  • Right Fax
  • Webex
  • Plantronics Personacall
  • Avaya IP Softconsole
  • Avaya IP Agent
  • Avaya Message Manager
  • EC500
  • Avaya IP Softphone V5 & 6
  • RSA Ace Server
  • Sony Sound Forge
  • Avaya Site Administration
  • Avaya CMS Supervisor
  • Procomm telenet
  • Citrix Presentation Server Console
  • Goodlink
  • BES
  • AT&T Connect
  • Sprint Connection
  • Cisco VPN client
  • Juniper connect
  • Mainframe Applications
  • AS400
  • SAP/ERP
  • Documentum
  • JD Edwards
  • In Design
  • Remote Technical Support
  • Application Support
  • Application Installations
  • Debugging
  • Technical Issue Analysis
  • Data Collection Monitoring
  • On-Site Technical Support
  • Customer Support
  • Team Collaboration
  • ITIL Knowledge
  • System Diagnostics
  • Incident Management
  • Remote Support
  • Active Listening
  • Problem Solving
  • Ticketing Systems
  • Security Protocols
  • Hardware Configuration
  • Decision Making
  • Analytical Skills
  • Technical Troubleshooting
  • Operating Systems
  • Attention to Detail
  • Time Management
  • Critical Thinking
  • Software Installation
  • Adaptability
  • Network Administration
  • User Support
  • Hardware Diagnostics
  • Technical Support
  • Software Diagnosis
  • Videoconferencing
  • Customer Service
  • Desktop Support
  • Service Support
  • Account Management
  • Microsoft Office Specialist (MOS) Expert
  • Windows 10
  • Issue Troubleshooting
  • Call Center Operations
  • Product Troubleshooting
  • LAN/WAN
  • Technical Issues Analysis
  • Access Issue Resolution
  • Hardware Upgrades
  • Customer Service Expert
  • Complaint Resolution
  • TCP/IP
  • Wide-Area Networks
  • Ticket Support System Management
  • Component Replacement
  • Project Coordination
  • Online Chat Support
  • Help Desk Support
  • Computer Diagnostics
  • Device Installation
  • Account Administration
  • Technical Documentation
  • VoIP Installation

Seminars Training

  • Essentials of Supervision
  • Facilitation Techniques
  • Effective Writing
  • Personal Development
  • Problem Solving & Decision Making
  • Effective Presentation
  • Managing for Agreement
  • Diversity in the Workplace
  • Creating Newsletters
  • High Performance Culture & PMP
  • ISD (Information System Delivery)
  • Adobe In Design CS5
  • Introduction LAN Workgroup Manager

https://www.linkedin.com/in/michelle-sweeney-0823892/

Please refer to the recommendations from previous managers and co-workers.

Timeline

Technical Support Analyst/Telecommunications Analyst

Yellow
09.2018 - 07.2023

IT Site Support Specialist

Palisades-Entergy through HCL
02.2017 - 02.2018

IPC Support Analyst

Select Resources at Johnson Controls Inc.
03.2013 - 09.2016

GCD Senior Delivery Analyst

Optime Tech at Whirlpool Corporation
09.2010 - 02.2013

IT and Telecommunications Support Analyst

Bartech at Eaton Corporation
06.2008 - 09.2010

IT Support Specialist

Stryker Medical
02.2006 - 06.2008

Help Desk Coordinator I

Flowserve Corp.
09.2005 - 02.2006

Computer Technician

Tek Systems-Chemical Bank Shoreline
08.2003 - 01.2004

Web Editor/Customer Service Representative

AutoAccessories4Less.com
02.2003 - 08.2003

cc:Mail Administrator

Manpower-Whirlpool Corporation
10.2002 - 12.2002

Technical Analyst

Partner Assistance Center, Whirlpool Corporation
03.2000 - 03.2002

Lead Analyst

Partner Assistance Center, Whirlpool Corporation
11.1999 - 03.2000

Brandon Valley High School

Lake Michigan College

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Michelle Sweeney