Mollie Badgley

Monitor print jobs in legacy systems using JCL and TSO/ISPF knowledge. Review existing client processing needs and develop processing identification method and procedures for BreEZe and Consumer Affairs System (CAS) system integration project. Review and assess existing unit documents, projects, policies and/or procedures and recommend improvements. Process data research for special OIS or DCA projects as requested. Assist with system analysis and development of specifications for proposed equipment or systems. DCA Client Liaison for production print vendor and staff on all printing issues related to client processing. Develop and perform oversight for the production print vendor processing workload schedule for DCA’s client licenses, notices, letters, and report printing. Work closely with supply vendors, production print vendor staff, and DCA clients to maintain adequate stock of critical production system processing supplies. Perform system support functions in the event of system failure, abnormally terminated jobs, and/or production system processing errors. Document and management of workload using Cherwell ticketing system.

Keying data into the BMC Remedy IT Service Management Application and IT Acquisition Filemaker Pro databases. Store and Maintain electronic copies of purchase orders and all supporting documentation submitted with the purchase order. Act as a liaison and work directly with walk in Customer' s, PC Coordinator's, the Enterprise Help Desk, and Desktop Support units. Responsible for records management, this includes reviewing documentation and archiving documents based on fiscal year. Assist with correspondence related to the receiving of software and hardware and notifying the customer when the product is ready for pick up. Remain familiar with the SAM and SIMM as applicable to unit projects, as well as IT contracts. Mail out decals to the Field Offices and or through interoffice mail to Headquarter units. Take physical inventory of hard copy software media and all IT hardware.

Identify and troubleshoot RS6000, WAN, LAN, PC, printer and scanner issues, and password resets at first and second tier level. Address all technical issues related to enterprise services for internal and external customers; including field staff, via phone, email, DMV’s Remedy System or other media type as available. Support customers in the installation and error resolution of enterprise applications and related software/hardware. Excellent customer service skills, problem solving skills, technical thinking, reasoning skills, and a high level of individual discretion to ensure outcomes of customer satisfaction. Accurately document all customer contacts, resolution steps, and gather customer feedback in order to enhance services. Report trends leading to recurring technical problems. Continuously increase technical aptitude and customer service skills as well as improve organizational performance by identifying efficiencies in workflow and introducing policy/procedure changes. Monitored servers and back-ups for failures. Systems used daily; Rumba/RACF, Nagios, Solar Winds, Symantec, BMC Remedy, Outlook, Putty, Citrix, and ITCAM, Active Directory Account Management, McAfee Enterprise Virus software, RACF/Web 2 Host, LAN/WAN and NetIQ.