Sheila Heather

• Application Management - Oversee the implementation, configuration, and management of enterprise applications such as Student Information Systems (SIS) (PowerCampus), Learning Management Systems (LMS) (Canvas), and Financial Management Systems (GreatPlains), ErezLife, CLSS, Folio. Ensure that applications are aligned with the institution's strategic goals and effectively support academic and administrative processes.
• User Support and Training - Provide training and support to faculty, staff, and students on the use of enterprise applications. Serve as the primary point of contact for application-related inquiries and troubleshooting issues as they arise.
• Data Management and Reporting - Ensure data integrity, security, and compliance across applications. Generate and analyze reports, dashboards, and metrics to support decision-making at various levels of the institution. PowerBi, ActivReporter, Report Manager, SSMS – SQL.
• Collaboration and Communication - Work collaboratively with other departments, such as IT, academic affairs, student services, and finance, to identify needs, gather requirements, and implement solutions. Communicate effectively with stakeholders about application changes, system upgrades, and maintenance schedules.
• Vendor Management - Manage relationships with vendors and service providers. Evaluate and recommend innovative technologies and solutions that align with institutional goals.
• Continuous Improvement - Monitor trends and best practices in higher education technology to identify opportunities for improvement. Foster a culture of continuous improvement by seeking feedback from users and making necessary adjustments to applications and processes.

• Provided technical support for system issues, ensuring timely resolution and minimal disruption to operations.
• Installation, Configuration and Troubleshooting hardware and software problems of diverse software applications and hardware.
• Analyzed user requirements to recommend system enhancements and optimize performance.
• Provide superior customer service to our faculty, staff, and students in person and via remote support tools.
• Collaborated with cross-functional teams to implement software updates, enhancing system functionality.
• Provide device support by serving as an information resource related to various device and peripheral systems, including Windows and Apple, and mobile device operating systems.
• Maintain devices (virtual machines, desktops, printers, laptops, tablets, and other hardware).
• Administrative duties include creating, planning, testing, implementing and documenting IT projects to better serve faculty, staff, and student needs.
• Assist with IT compliance regarding software, site-licensed software, or applications.
• Maintain advanced knowledge of new products, upgrades, and technologies.
• Advanced knowledge in Accessibility Software. Alt Text, Written Braille, Math Braille, Braille graphics using Office 365, MathType, Duxbury and TactileView.
• Advanced knowledge in speech to text, text to speech software and built in OS features for Mac, Windows, iPhone, iPad, and Android devices.
• Support Braille users with embossed text, math equations, graphs, images as well as Jaws, ZoomText and Fusion software.
• Developed training materials and conducted sessions for staff on new systems and procedures.
• Documented system processes and maintained up-to-date knowledge base for user reference.

1.Windows Server Support Centene May 2015-Oct 2016

2. Middleware Shared Services Oct 2016-June 2017

• Build and support virtual and physical servers through Citrix VDI.
• Maintain the windows environment.
• Migrate and decommission old servers.
• Use Microsoft Management Console (MMC) for Active Directory, create scopes and DNS entries.
• Use System Center Configuration (SCCM) to manage windows updates to ensure critical patches are deployed and new servers are in the correct pilot group.
• Microsoft Office Suite to maintain documentation.
• SolarWinds to manage IP addresses for printers, servers and scopes.
• VMware to build and maintain virtual servers.
• Cisco Unified Computer Service to deploy and maintain physical servers.
• TSM backup is installed and supported to setup backup schedules on existing and new servers.
• ServiceNow creates and tracks work orders.
• Setup Network printers on print servers, change printer web page, HTML.
• Maintain TSM backup and Utility Disk reports daily.
• Have daily report with team members, morning scrum meeting
• Train new windows admin for Centene and create documentation for Onshore and Centene.
• Communicate and assist all Centene groups.
• Subversion add/remove users and groups
• Middleware Unix support
• Middleware windows support
• Start/stop application services on Linux and windows servers.
• Create, modify and delete directories on Linux and windows servers.
• Creating and deploying Jenkins jobs.
• Ensured network, system and data availability and integrity through preventative maintenance and upgrades.

• Diagnose and resolve problems with hardware/software on Macs and Windows.
• Perform backup and recovery of client data.
• Answer the help desk phone, assist with phone technical support and log calls.
• Install Windows and Macintosh operating systems, learn and deploy new OS's as they are released.
• Install and support software in offices for Windows and Macs.
• Work with Faculty on software to be installed in labs for Windows and Macs.
• Install and support printers, scanners, computers, monitors and other hardware.
• Update Magic and Footprints database with inventory on current and new hardware/software.
• Write documentation for software or office procedures.
• Train and organize new employee and student worker job duties.
• Research, install and maintain server software used in labs and offices.
• Software used Microsoft Office (word, access, excel, outlook, power point, publisher), Magic, Adobe Dreamweaver.
• Setup permissions and shares for users and groups.
• Setup Ubuntu server with FOG for deployment.
• Setup mini mac server with Deploy Studio to use for deployment.
• Support OS X, boot camp setup with Windows 7 in labs.
• Setup scripts to delete profiles, add settings for sysprep or automate tasks for setup or for software.
• Work with Server group to diagnose and fix network problems.
• Work with Telecom group to diagnose and fix wiring or port issues.
• Work with Campus Safety on security issues and criminal cases.
• Verified data integrity and accuracy.
• Supported Chief Operating Officer with daily operational functions.
• Researched and updated all required materials needed for firm and partners.
• Copied, logged and scanned supporting documentation.
• Designed, developed and tested embedded software applications for use in the Higher Education industry.
• Responded to customer requests via telephone and email.
• Created and built firmware to test associate hardware.
• Analyzed departmental documents for appropriate distribution and filing.
• Worked directly with networking, telecom, faculty to achieve University connectivity and classroom support.