Patricia Carpenter
O Fallon
Summary
- A highly analytical and versatile team leader and team player who takes the initiative to proactively identify problems and develop solutions. An aggressive self-starter experienced in providing customer-focused results. Works well with peers and all levels of management. Experience includes:
- People Management
- Paralegal
- Security Administration
- Cash Register
- Problem Identification / Resolution
- Quality Assurance
- Root Cause Analysis and Trending
- Commercial Account Focal
- Training Coordination
- Asset Management
- ISO9000-QMS
- Real Estate
- Staffing Coordination
- Origination
- Document Control
- Contracts
- Project Management
- Sales Force
- Service Management
- Microsoft 365
- Teams
- BI Apps
- EAS
- Workspace
- GSG
- OTS
- Full Picture
- RTLMS
- Vision Metric
- Workday
- Internal ordering request
- Service Now
Overview
31
31
years of professional experience
Work History
Implementation Project Specialist, (IPS)
Reuters/Thomson Reuters/Refinitiv/London Stock Exchange
01.2006 - Current
- Company Overview: LSEG is a global information company providing indispensable information tailored for professionals in the financial services, media, and corporate markets. Our information is trusted and drives decision making across the globe. We have a reputation for speed, accuracy, and freedom from bias.
- Coordinate and manage all resources, internal and external, to ensure timely Implementation of orders.
- Fulfil and monitor equipment requirements per work requests/orders.
- Monitor circuit orders making sure vendors are meeting client needs and Expectations for timely installations.
- Liaise with the appropriate third-party vendors or internal Field Operations When field resources are required for site installation or tasks outside the Normal order flow.
- Escalate all delays to team members.
- Complete orders in system and release to billing.
- Ensure that Electronic Datafeed Access Declarations are produced, distributed and the returns processed in line the procedural standards and deadlines.
- Reconcile reports that highlight discrepancies between the various Permissioning systems and the release of Exchange Data.
- Ensure that all orders are following contractual obligations.
- Internal business rules, internal authority matrix and third-party rules and regulations.
- Multiple projects moving clients from hardware to different cloud connections.
- LSEG is a global information company providing indispensable information tailored for professionals in the financial services, media, and corporate markets. Our information is trusted and drives decision making across the globe. We have a reputation for speed, accuracy, and freedom from bias.
Keystone Project OAC and OMS
UCA Services/Reuters
Saint Louis
01.2004 - Current
- Company Overview: UCA is headquartered in Denville, New Jersey. UCA develops long-term client relationships and recurring revenues based on its broad range of services, multi-year outsourcing contracts, and an unwavering commitment to customer satisfaction.
- Liaise with the appropriate third-party vendors or internal Field Operations When field resources are required for site installation or tasks outside the Normal order flow.
- Coordinate and manage all resources, internal and external, to ensure timely implementation of orders.
- Fulfil and monitor equipment requirements per work requests/orders.
- Monitor circuit orders making sure vendors are meeting client needs and Expectations for timely installations.
- UCA is headquartered in Denville, New Jersey. UCA develops long-term client relationships and recurring revenues based on its broad range of services, multi-year outsourcing contracts, and an unwavering commitment to customer satisfaction.
Real Estate Agent
Coldwell Banker Gundaker
Wentzville
01.2006 - 01.2010
- Company Overview: Coldwell Banker Gundaker is the St. Louis area's number one residential real estate services firm.
- Substantial experience and outstanding skills in customer service with 2 years at Coldwell Banker Gundaker.
- Use the Internet daily and know the workings of it from real estate to e-commerce.
- Real Estate professional specializing in residential resale and new homes sales. Worked real estate full-time and part-time while doing other jobs.
- Extensive continuing education to help keep me abreast of market trends and license law.
- Coldwell Banker Gundaker is the St. Louis area's number one residential real estate services firm.
Commercial Account Coordinator – Lexmark and NASCO Help Desk Accounts
INTERNATIONAL BUSINESS MACHINES (IBM)
Saint Louis
01.2004 - 01.2005
- Company Overview: IBM is a leader in the invention, development and manufacture of advanced information technologies, providing value for their customers through professional solutions, services and consulting businesses worldwide.
- Performed daily and monthly performance metrics evaluations to ensure account accuracy.
- Conducted trend analysis on ‘by-hour helpdesk call volume’ to ensure adequate staffing during peak periods.
- Developed monthly financial reports to assess adherence to budgeting and financial goals.
- Reported monthly customer satisfaction results and took necessary actions in order to exceed contractual obligations.
- IBM is a leader in the invention, development and manufacture of advanced information technologies, providing value for their customers through professional solutions, services and consulting businesses worldwide.
Team Lead – Royal Sun Alliance and Reuters Help Desk Accounts
INTERNATIONAL BUSINESS MACHINES (IBM)
Charlotte
01.2000 - 01.2004
- Company Overview: IBM is a leader in the invention, development and manufacture of advanced information technologies, providing value for their customers through professional solutions, services and consulting businesses worldwide.
- Supervised help desk employees and monitored agent adherence to schedules and proper usage of help desk processes and procedures resulting in improved operations.
- Identified trends to ensure the quality and accuracy of help desk solutions. Maintained process and procedure documentation resulting in better access of information by agents.
- Performed, scheduled and conducted random security audits to ensure compliance with IBM security guidelines.
- Created and maintained departmental ISO9000 and QMS documentation as outlined in company procedures.
- IBM is a leader in the invention, development and manufacture of advanced information technologies, providing value for their customers through professional solutions, services and consulting businesses worldwide.
Team Lead
INTERNATIONAL BUSINESS MACHINES (IBM)
Charlotte
01.2001 - 01.2003
- Company Overview: IBM is a leader in the invention, development and manufacture of advanced information technologies, providing value for their customers through professional solutions, services and consulting businesses worldwide.
- Supervised 4 quality team employees and remotely monitored agents for quality assurance purposes utilizing e-Talk software, identifying agents displaying inappropriate or incorrect behaviours and taking corrective action if necessary.
- Implemented Change Management and SDC (South Delivery Center) Consistency Focal - Reported global changes affecting all help desks and implemented consistent processes at all IBM Service Delivery Centers.
- Organized and scheduled training for IBM Regular employees as well as Vendor employees. Conducted classroom training in Lotus Notes, TSD, IBM applications and new-hire orientation. Assisted agents with difficult calls.
- IBM is a leader in the invention, development and manufacture of advanced information technologies, providing value for their customers through professional solutions, services and consulting businesses worldwide.
Administrator Analyst – IBM Internal Account
COMPUTER GENERATED SOLUTIONS, INC.
Charlotte
01.1999 - 01.2000
- Company Overview: Computer Generated Solutions (CGS) is a leading provider of system integration, software, training, and managed services to businesses and government agencies worldwide.
- Assisted IBM employees via telephone with computer-related technical issues.
- Provided technical support for IBM systems, Lotus Notes and VPN connectivity.
- Computer Generated Solutions (CGS) is a leading provider of system integration, software, training, and managed services to businesses and government agencies worldwide.
Report Generator and Switchboard Operations
TRIGON ENGINEERING CONSULTANTS
Charlotte
01.1998 - 01.1999
- Company Overview: Trigon Engineering Consultants are providers of environmental, geotechnical and materials testing services.
- Generated geo-technical reports for External Construction clients using proprietary software (gINT), Microsoft Word and Excel.
- Monitored phone system and answered incoming calls to determine the nature of business. Then I transferred to appropriate staff.
- Performed administrative services for 15 employees, which included engineers and office manager.
- Trigon Engineering Consultants are providers of environmental, geotechnical and materials testing services.
Manual Coordinator Assistant
FIRST UNION BANK
Charlotte
01.1997 - 01.1998
- Company Overview: First Union Bank provides a broad range of banking services.
- Coordinated dispersion of policy documents for mergers and future bank implementation at First Union HQ. Verified corrections prior to printing and implementation.
- First Union Bank provides a broad range of banking services.
Medical Receptionist / Administrative Assistant
PASCO HERNANDO ONCOLOGY ASSOCIATES
New Port Richey
01.1995 - 01.1997
- Company Overview: Physician’s Office - Haematology & Oncology
- Provided administrative services which included checking in patients and answering phones.
- Planned and organized office functions.
- Organized new patient information using medical office proprietary software.
- Physician’s Office - Haematology & Oncology
Education
Associate of Science - Legal Assisting
Pasco Hernando Community College
New Port Richey, FLMedical Office Assistant Certification -
Pasco Hernando Community College
New Port Richey, FLHelpdesk Institute Certification -
Helpdesk Institute (HDI)
Real Estate License -
Coldwell Banker Gundaker
Maryville, MOSkills
- People Management
- Paralegal
- Security Administration
- Cash Register
- Problem Identification / Resolution
- Quality Assurance
- Root Cause Analysis and Trending
- Commercial Account Focal
- Training Coordination
- Asset Management
- ISO9000-QMS
- Real Estate
- Staffing Coordination
- Origination
- Document Control
- Contracts
- Project Management
- Sales Force
- Service Management
- Microsoft 365
- Teams
- BI Apps
- EAS
- Workspace
- GSG
- OTS
- Full Picture
- RTLMS
- Vision Metric
- Workday
- Internal ordering request
- Service Now
- Lotus Notes
- Tivoli
- Citrix
- Microsoft Office Suite
- Excel
- Word
- Outlook
- Lucent Centre Vu
- Internet Explorer
- Mozilla Firefox
- Google Chrome
- Edge
- ProComm
- Witness Vantiv
- TCP/IP
- Compass
- Salesforce
- Windows Desktop
Professional Development
- Presenting with Confidence
- Leading Teams in New Blue
- Confronting and Resolving Conflict
- Contract Law
- Privacy Leadership
- Management Insights
- Team Foundations
- Real Estate License
- Growing Leadership Skills
- Real Estate Contracts
- Project Management Fundamentals
Timeline
Implementation Project Specialist, (IPS)
Reuters/Thomson Reuters/Refinitiv/London Stock Exchange
01.2006 - Current
Real Estate Agent
Coldwell Banker Gundaker
01.2006 - 01.2010
Keystone Project OAC and OMS
UCA Services/Reuters
01.2004 - Current
Commercial Account Coordinator – Lexmark and NASCO Help Desk Accounts
INTERNATIONAL BUSINESS MACHINES (IBM)
01.2004 - 01.2005
Team Lead
INTERNATIONAL BUSINESS MACHINES (IBM)
01.2001 - 01.2003
Team Lead – Royal Sun Alliance and Reuters Help Desk Accounts
INTERNATIONAL BUSINESS MACHINES (IBM)
01.2000 - 01.2004
Administrator Analyst – IBM Internal Account
COMPUTER GENERATED SOLUTIONS, INC.
01.1999 - 01.2000
Report Generator and Switchboard Operations
TRIGON ENGINEERING CONSULTANTS
01.1998 - 01.1999
Manual Coordinator Assistant
FIRST UNION BANK
01.1997 - 01.1998
Medical Receptionist / Administrative Assistant
PASCO HERNANDO ONCOLOGY ASSOCIATES
01.1995 - 01.1997
Associate of Science - Legal Assisting
Pasco Hernando Community College
Medical Office Assistant Certification -
Pasco Hernando Community College
Helpdesk Institute Certification -
Helpdesk Institute (HDI)
Real Estate License -
Coldwell Banker Gundaker
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