Pauline Rickabaugh
Cicero,IN
Summary
Seeking a dynamic position in a people-focused company that maximizes utilization of robust problem-solving, communication, teamwork, and technical expertise.
Overview
37
37
years of professional experience
Work History
Business Support Analyst
Archwell Essentials
Fort Lauderdale, Florida
02.2023 - 06.2026
- Executed overrides for hard stop on loans to ensure regulatory compliance.
- Updated maintenance tables with popup features to enhance user experience.
- Developed new tracking items for applications aligning with government regulations.
- Created profiles for new associates to streamline onboarding process.
Business Support Analyst
Freedom Mortgage Corporation
Fishers, IN
08.2008 - 02.2023
- Resolved program errors and how-to issues for internal and external associates.
- Delivered effective support to associates, enhancing overall problem resolution
processes.
Technical Support Analyst
Oak Street Mortgage
Indianapolis, IN
01.2001 - 10.2008
- Administered Active Directory systems and managed helpdesk calls for 720 users across 25 branches.
- Implemented helpdesk solutions using Mouse Tracks and Revelation software for 700 users.
- Developed and executed helpdesk procedures for maintaining Active Directory and Exchange user accounts.
- Designed IT orientation documentation to facilitate new hires' integration into company culture.
- Created technology checklists to support setup and maintenance of remote work environments.
- Updated customer information and account status in the database following each interaction.
Technical Support Analyst
Direct Fit Consulting
Indianapolis, IN
01.2000 - 01.2001
- Worked at the United States Postal Services District Office supporting hardware and software at all Post Offices and processing plants in Indiana.
- Responsible for solving problems pertaining to TCP/IP, cc:Mail, Novell, Office 97, Visioneer, connectivity to Corporate Postal Applications, Windows 95, Windows 98 & Windows 2000.
- Configurations of all hardware running special government applications, printers and placing service calls when necessary.
Technical Support Analyst II
Banc One Financial Services
Indianapolis, IN
01.1996 - 01.2000
- In charge of receiving and solving help-desk problems from Banc One employees using Support Logix.
- Responsible for solving problems pertaining to connectivity concerning TCP/IP and SPX/IPX, UNIX, Oracle, Lotus Notes, Novell, AS/400 and Windows Office Suite.
- System security, adding all users in Novell, Jack Henry, CMSI, Windows NT, Lotus Notes, AS400, UNIX and Secured ID cards.
- Configurations of printers on the network using Novell and JetAdmin.
Helpdesk Administrator
Inland Mortgage Corporation
Indianapolis, IN
01.1989 - 01.1996
- Responsible for adding users in Novell systems administration, helpdesk calls for MS Office, Windows, internet, printers and all internal applications for a 720 user community.
- Implemented Helpdesk, supported 98 remote sites and 278 local users on LAN.
- Responsible for solving problems pertaining to connectivity concerning Novell, AS/400, MORTRACS, LSAMS, cc:Mail, Lotus Organizer, MSOFFICE.
- AS400 Supervisor.
- System security, adding users in Novell, AS/400 and LSAMS.
- Setup local and remote hardware, ordering and configuring equipment on the AS/400.
- Ordered communication lines for branches through AT&T.
- Setup modems, routers, star panel and netports.
Skills
- Microsoft Office
- Novell411
- Outlook
- Support Logix
- HP JetAdmin
- Lotus Notes
- Lotus Organizer
- Lotus Smart Suite
- HP Laser Jet Printers
- Dell Laptops & Desktops
- Compaq Desktop
- IBM 6262 Printers
- Star Panels
- Routers
- Modems
- Netports
- 9948 Tape Drive
- AS400
- UNIX
Training
- Novell 4.11
- Certified Novell Administrator
- Excel
- Word
- Windows 95
- A+
- Cc:Mail
- Lotus Organizer
- Lotus Notes
- GroupWise
- Windows Server 2003
Timeline
Business Support Analyst
Archwell Essentials
02.2023 - 06.2026
Business Support Analyst
Freedom Mortgage Corporation
08.2008 - 02.2023
Technical Support Analyst
Oak Street Mortgage
01.2001 - 10.2008
Technical Support Analyst
Direct Fit Consulting
01.2000 - 01.2001
Technical Support Analyst II
Banc One Financial Services
01.1996 - 01.2000
Helpdesk Administrator
Inland Mortgage Corporation
01.1989 - 01.1996