Summary
Overview
Work History
Education
Skills
Computer And Technical Skills
Qualifications Summary
Timeline
Generic

Pamela Jeter

Lawrenceville,GA

Summary

Information Specialist experienced in managing data for employers and clients and distributing information across organization. Analyzes data, supports security, organizes and classifies, maintains records and contributes to team efforts. Expertise in information technology, technical understanding, documentation, reporting, customer service and process improvement.

Overview

19
19
years of professional experience

Work History

Information Technology Specialist

US DEPARTMENT OF COMMERCE (Decennial Census)
04.2019 - 05.2022
  • Assisted in the deployment for IT infrastructure systems for 42 Atlanta Regional Area Census Offices (ACO) across the Southeastern United Sates to ensure a smooth transition and launch of each site
  • Manage teams of technicians in several hardware and software systems rollouts and deployments install computing systems, diagnosing and repairing issues insuring an on-time deployment—mentor and evaluate individual performance providing guidance and training to improve team efficiency for ongoing troubleshooting of operating system software, applications, and software interfacing problems
  • Document and track incident problems as well as the resolution using Remedy ticketing system and ensuring timely customer support
  • Provide weekly reporting ensuring response-time goals are maintained throughout all 42 regional offices supporting more than 38k users
  • Install the latest MS Windows images, joining workstations to the domain, upgrading units to the latest technology refresh standards, deploying the latest software versions and patches as well as resolving hardware/software interface and inoperability problems for assigned offices, located in 7 states and 42 area offices throughout the southeast United States
  • Provide regional logistics program oversight for 42 IT Support teams and maintain accurate inventory of more than 78k asset managing deployment at offices, training sites, and individual user addresses with 100% accountability using inventory tracking systems
  • Scheduled and tracked all inventory for incoming and outgoing devices to the vendor and dispersing them to employees throughout the region using Sunflower and Service Now inventory tracking systems for accuracy
  • Generated reports and provided weekly briefings to leadership
  • Utilize extensive writing, listening, and oral communications skills to provide technical advice and leadership in the analysis, deployment, and maintenance of assigned large scale IT system assignments
  • Provide clear communications of complex technical requirements to both technical and non-technical personnel in the planning of actions necessary to accomplish tasks that require coordination with others outside the organizational unit and development of project controls and adapting guidelines
  • Provide administrator support by adding users, workstations, and printers to the Census Bureau's Active Directory (AD)
  • Provide Bit Locker and McAfee Console administrator support by enabling and/or resetting workstations, as well as monitoring functionality, security, & integrity of network access using RSA Security Console/Security Authentication Manager, VMware AirWatch and Citrix Director.
  • Managed asset tracking for all hardware utilizing ServiceNow for the over 80 offices.
  • Assisted with updating technical support best practices for use by team.
  • Provided top-notch technical support for all employees, resolving issues quickly and efficiently.
  • Worked effectively in fast-paced environments.
  • Self-motivated, with a strong sense of personal responsibility.

Processor/Quality Auditor

ASSURANT PROPERTY SPECIALTY
09.2013 - 01.2017
  • Worked with the appeal process and/or litigation team of denied claims
  • Processed and audited documents in a timely manner to ensure proper and accurate insurance coverage for commercial property owners in accordance with clients' guidelines
  • Analyzed claims to determine coverage recommendations
  • Investigated, evaluated, negotiated and equitably settled all assigned cases in accordance with company policies and procedures
  • Authorized premium payments from established escrow accounts to ensure continuous coverages according to state statute as well as validated documents in accordance with established client procedures and managed specific projects and assignments while effectively completing assigned tasks.

Healthcare Office Manager

PRO HEALTH CLINIC
03.2011 - 09.2013
  • Oversaw the day to day operations and ensuring that the office is running smooth and proficiently by developing and implementing new processes
  • Managed scheduling of patients, staff scheduling of 10 employees, invoicing, updating and maintaining of confidential medical records, inventory, payroll and marketing utilizing Remedy medical software
  • Assisted in setting up a LAN and VOIP networks to allow staff to share all resources; software and hardware, created new user profiles, set permissions accordingly
  • Provided support for user accessibility as well as provided support for all office devices, ie; printers and peripherals, mobile devices and workstations as well as supervised and trained staff on all office equipment to efficiently complete office duties
  • Worked with hardware support as well as software support to resolve all technical issues and provided exceptional customer support.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
  • Coached new hires on company processes while managing employees to achieve maximum production.

Manager of Quality Assurance

US DEPARTMENT OF COMMERCE (Census)
05.2009 - 09.2010
  • Directly supervised, assigned and coordinated daily task to more than 60 employees including 2 Field Supervisors, 2 office supervisors and 10 office clerks
  • Scheduled and provided group training for multiple census operations as well as providing guidance and advice to subordinate staff to accomplish goals for office data collection
  • Observed, monitored and ensured the quality of data collection processes
  • Performance and completed field data collection materials by analyzing computerized generated cost progress reports from all operations and activities
  • Worked closely with office and field staff with the interviewing and selection process for enumerators
  • Communicated and advised logically, to other office managers on compliances with pre-established quality assurance goals and procedures and procedures for all field data collection operations through daily meetings
  • Also assured that completion deadline was met by reviewing operational progress reports and effectively established and maintained effective public relations with the community and community leaders within the area of responsibility.
  • Elevated client satisfaction levels with accurate, transparent communication regarding schedule adjustments and their impact on project delivery dates.

Supervisor Quality Assurance

US DEPARTMENT OF COMMERCE (Census)
05.2009 - 09.2009
  • Supervised up to 10 office clerks and assisted management in office functions required to support field operations such as assignment preparation
  • Performed quality checks, data entry, and shipment activities
  • Conducted individual and group training sessions using specific training guides for field operations procedures, also prepared personnel for field operations; provided administrative and logistical support to field personnel; and ensured adherence to all Quality Control standards.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Evaluated employee performance and coached and trained to improve weak areas.

Inside Adjuster/Supervisor (Allstate Catastrophe Team)

PILOT CATASTROPHE SERVICES
09.2005 - Current
  • Supervised a team of twelve office clerks and managed claims handling and resolution of property claims assigned
  • Calculated damages to properties based on assigned field adjusters report using appropriate software packages while ensuring all policyholders were paid according to their policies and that all authorized funds were disbursed to policyholders as well as field adjusters
  • Reviewed adjuster and engineer reports for accuracy while providing support for outside adjusters
  • Ensuring that all engineer reports were sent to appropriate adjuster according to their location, at the same time established and maintained a connection with customer by understanding and meeting their needs and followed up to ensure that customer needs were met.
  • Directed claims negotiations within allowable limit of $1 million and supported successful litigations for advanced issues.

Education

Computer Science -

CPCC
Charlotte, NC

Associate of Science -

ECPI College of Technology
Charlotte, NC
05.1996

Bachelor of Science -

Kaplan University
Davenport, IA
05.2006

Skills

  • IT Troubleshooting
  • Problem-solving skills
  • End-user support
  • Network Administration
  • Excellent interpersonal skills
  • Software Updates
  • Hardware installations
  • Document Management
  • Operations Management
  • IT Compliance
  • IT Vendor Management
  • Technical Support
  • Customer Service

Computer And Technical Skills

  • Windows, Microsoft Word, Excel, Access, PowerPoint, Visio, as well as company specific proprietary software, HP-UX, Sun Solaris, IBM AIX, Remedy, Tivoli, Hard drives, Servers, Printers, Scanners, LAN, WAN, VOIP, SQL, Account Admin Console – Account management
  • Workspace One / Workspace One Advance, CUCDM, Service Now, RSA, Remedy – Submitting Service Requests, Incidents Work Orders, Employee Validation, Sunflower, FitD, dDaas, Service Now, Windows 16 Pro, RHEL7, UNIX Solaris

Qualifications Summary

Skilled in all aspects of office administration, organization of filing systems, handling multi-line phone systems, data management, data entry, coordinating with staff, scheduling appointments, banking, and accounts receivable. Well-developed communication skills demonstrated through professional verbal and writing abilities, client relations, marketing expertise, customer service skills, training new employees, and the ability to produce in-depth reports and correspondence. Consistently noted by managers, customers, and staff for superior job performance and timely completion of all assignments.

Timeline

Information Technology Specialist

US DEPARTMENT OF COMMERCE (Decennial Census)
04.2019 - 05.2022

Processor/Quality Auditor

ASSURANT PROPERTY SPECIALTY
09.2013 - 01.2017

Healthcare Office Manager

PRO HEALTH CLINIC
03.2011 - 09.2013

Supervisor Quality Assurance

US DEPARTMENT OF COMMERCE (Census)
05.2009 - 09.2009

Manager of Quality Assurance

US DEPARTMENT OF COMMERCE (Census)
05.2009 - 09.2010

Inside Adjuster/Supervisor (Allstate Catastrophe Team)

PILOT CATASTROPHE SERVICES
09.2005 - Current

Computer Science -

CPCC

Associate of Science -

ECPI College of Technology

Bachelor of Science -

Kaplan University

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Pamela Jeter