Crystal Cooks
Spring,TX
Summary
Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills. Exceptional organizational, project management and leadership skills.
Overview
15
15
years of professional experience
Work History
Senior Support Specialist
Capgemini
09.2021 - Current
- Developed and implemented training initiatives for new hires
- Tracked KPIs and created continuous improvement plans
- Analyzed and developed service goals for in-bound call center.
- Increased customer satisfaction ratings to 98%
- Manage remote New Hire onboarding and Post Hire Connects, holds New Hire training on a weekly basis
- Maintain offboarding and maintaining security permissions, performing administration and maintenance of identity solutions
- Troubleshoots, resolves and closes all escalated incidents/service requests as per help desk procedures & allocated timelines
- Communicates with the leads and managers regarding incident progress
- Liaises with Capgemini IT support groups and 3rd party vendors and providers when necessary
- Support for various ad-hoc initiatives / projects / audits /asset inventory
- Coordinates with Provisioning and Depot for hardware repair and swaps
- Assists with Site Security Officer (SSO) on IT security issues and Audits
- Creates/maintains documentation where required
- Special events coverage pre/post normal work hours
- Software setup, installation, configuration, upgrades, monitoring and troubleshooting
- Computer/User account creation/deletion and file permissions
- Password reset, 2FA setup (Mobile Pass and PingID), and assistance with Sophos (Bitlocker encryption)
- Backup management and maintenance
- Demonstrates ability to administer on all systems such as Active Directory, Office365 and various EHR and other clinical systems. Gains proficiency in identifying and responding accurately to system account issues related to profiles, group policies and local system configurations
Business Connectivity Analyst
AT&T
09.2020 - 01.2022
- Oversee implementation of network connectivity solutions
- Monitor and ensure requirements are defined and documented
- Oversee the IT security approvals as well as involve the change managers and firewall engineers to drive the request through its lifecycle
- Host daily conference calls, consultations, and meetings locally and internationally
- Properly escalate potential problems and implementations failures as needed to next tier, leadership, etc.
- Worked one-on-one with clients to improve network and security connectivity specifications.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Developed and controlled execution of reporting and analytics for multiple operations departments.
Sr. Help Desk Analyst (Contract)
SAVA Senior Care
02.2020 - 09.2020
- Analyze computer and network-related problems reported by end-users, diagnoses the most effective method to resolve the problem and implements the solution; installs, maintains, and troubleshoots the Company's Local Area Network (LAN), Wide Area Network (WAN), data communications, microcomputers and all peripheral equipment
- Identify, troubleshoot and resolve hardware, software, and network-related problems encountered by end-users of the network, the Internet, PCs and new computer technology
- Perform remote dial-in support to clients as needed
- Clearly and concisely document all correspondence and activities related to tickets in client tracking software
- Configures and installs Windows workstations operating systems in response to the demands of a complex network design
- Trains end-users on hardware and software functions and features of various operating systems and applications on various platforms
- Installed, modified and repaired software and hardware to resolve technical issues.
Sr. IT Helpdesk Analyst
Exxon Mobil/XTO Energy
11.2018 - 02.2020
- Monitor Incidents/Work Orders queue and provide user problem resolution in a global environment
- Provide technical support for high risk, business critical and vendor supported application
- Analyze, communicate and solve issues with the ExxonMobil employees, partners and vendors
- Work on projects starting from requirement gathering, design, develop, test, and roll out change to production
- Install, configure, support, provide training and troubleshoot Oil and Gas applications such as SCADA, Quorum, CyberArk, Wellview, WinTMC, Petra, ArcGIS and Evin/JOYN
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Sr Service Desk Analyst
Dyonyx
11.2017 - 11.2018
- Resolve Tier 2 level application system inquiries, requests, and incidents by:
- Clarifying the initial request or incident
- Determining the issue to be resolved
- Researching solutions for the root cause
- Escalating for quick resolution turnaround
- Following up as appropriate to confirm resolution
- Documenting resolution activities in trouble ticket tracking system and knowledge management
- Actively participate in all meetings such as but not limited to weekly staff meetings, Pre-Scrum, Scrum, Validation, Weekly Live Meeting, USB, Weekly Ticket Tag-Up, Weekly Implementation Call on a rotational basis as necessary
- Responsible for preparing accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides
- Act as Subject Matter Expert for the application, functional user roles and service desk processes and procedures
Sr Service Desk Analyst (Contract)
CHI St. Luke's Hospital
03.2018 - 10.2018
- Analyze, resolve, follow up with users and document problems in accordance with current standards
- Demonstrate verbal and written communication skills to work effectively with team members and business partners
- Assist Help Desk Analyst with problem resolution and handle all escalations
- Provide accurate documentation of work performed using problem management, and other work management systems and tools used within the IT division while consistently providing and maintaining security and data integrity measures
- Completes all hospital required and job-related in-services and applies the information as needed
- Complies with applicable laws, regulations, guidelines and standards regarding safety and infection control issues
- Engaged in user support interactions via telephone, chat and email platforms.
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
Quality Assurance IT Analyst Lead
Hewlett Packard Enterprise
09.2010 - 01.2014
- Work with engineers and manufacturing to develop, improve and assist with the building and quality of, server which included but was not limited to racking, building and configuring servers
- Responsible for establishing and implementing quality assurance and compliance processes for the IT organization by defining, documenting, measuring, analyzing, and improving processes
- Serve as process owner for document/record control, corrective/preventive action, internal auditing and KPI tracking
- Display consistent project management and team leadership skills
- Train and mentor others in the use of quality tools and statistical methods for problem solving and decision making
- Extract raw data from varied sources and transform into useful summary charts, graphs, and reports and use data to identify trends to improve performance and produce weekly Power Point presentation for upper management team reflecting group productivity on a daily, weekly, monthly and quarterly breakdown
- Establish metrics to measure deployment of new project or process solutions
- Document measurement approaches and key findings and variability in results
- Work with production and development teams to implement new methodologies into reporting solutions
- Consult with Information Technology and business leaders on the development and implementation of strategic business solutions through research, audit, and analysis of data and/or business process
- Responsible for reviewing/ scoring recorded calls, observing/ scoring calls handled by Technical Support Representatives and evaluating the quality of the calls, emails, or chats against
- Support management with training and development efforts and assist with developing quality and service standards quality and service standards
Junior Buyer
Hewlett Packard
09.2008 - 09.2010
- Update and ensure all inventory accurately built, loaded, in stock and up to date in database as required for forecasting and projected orders
- Assist with creating, confirming and maintaining Purchase Orders and Invoices
- Responsible for assisting to ensure all daily inventory efforts are met including adjustments, approvals, reservations, transportation and distribution
- Monitor and resolve any shipping and logistic issues in transporting inventory
- Maintained complete documentation and records of all purchasing activities.
- Communicated with vendors regarding inventory needs and negotiated prices to maintain profit margins.
Business Operations Analyst /Metrics Analyst
Hewlett Packard
09.2008 - 09.2010
- Implement changes and create effective metric management tools and maintain databases such as SAP and Share Point and provide training to team on utilization of new tools
- Created standardized statistical models for use in enhancing and streamlining reporting processes.
- Participated in special and emergent projects, adapting quickly to shifting financial realities to produce exceptional outcomes.
- Developed departmental budgets based on provided business goals and available assets, shaping each document for optimal financial outcomes.
Education
BBA - Management Information Systems
University of Houston - Downtown
Houston, TX12.2023
Skills
- Data Capture and Analysis
- Verbal and Written Communication
- Raw Materials Receiving
- Testing Documentation
- Problem Solving
- Quality Control Data Compilation
- Adaptability and Flexibility
- Troubleshooting and Diagnostics
- Report Preparation
- Functional Testing
- Independent Decision Making
- Critical Thinking
Timeline
Senior Support Specialist
Capgemini
09.2021 - Current
Business Connectivity Analyst
AT&T
09.2020 - 01.2022
Sr. Help Desk Analyst (Contract)
SAVA Senior Care
02.2020 - 09.2020
Sr. IT Helpdesk Analyst
Exxon Mobil/XTO Energy
11.2018 - 02.2020
Sr Service Desk Analyst (Contract)
CHI St. Luke's Hospital
03.2018 - 10.2018
Sr Service Desk Analyst
Dyonyx
11.2017 - 11.2018
Quality Assurance IT Analyst Lead
Hewlett Packard Enterprise
09.2010 - 01.2014
Junior Buyer
Hewlett Packard
09.2008 - 09.2010
Business Operations Analyst /Metrics Analyst
Hewlett Packard
09.2008 - 09.2010
BBA - Management Information Systems
University of Houston - Downtown
Applications
· Microsoft Windows Operating Systems 7 and 10
· Microsoft Active Directory
· Microsoft Office 365
· SAP
· Citrix/XenApp
· CRM
· Sales Force
· Service Now
· Symantec Endpoint Protection (SEP)
· PeopleSoft
· SharePoint
· OpenText Content Server
· VDI
· VM Ware
· Unix
· Zen Desk
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