Hi, I’m
Sydnee Yates
IT Coordinator
New Orleans,LA
Summary
Innovative Information Technology Professional with five years of IT leadership experience including oversight of infrastructure, application support and security services. Dedicated to customer satisfaction with focused delivery of technical solutions. Proven leader in directing operations, maintenance and support of complex systems. Develops creative business solutions, leveraging diverse methodologies and delivering engineering solutions for leading organizations. Highly adept in IT Department development, technology needs assessments and staff training.
Overview
5
years of professional experience
3
Certificates
Work History
Mignon Faget LTDNew Orleans, LA
IT Coordinator & Administrative Assistant
03.2021 - Current
Job overview
- Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
- Guided implementation of company-wide enterprise security strategy for network and hardware, disaster recovery, data protection and endpoint protection.
- Resolved issues and escalated problems with knowledgeable support and quality service across 4 different locations.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Implemented, developed and tested installation and update of file servers, print servers and application servers.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and efficiency data
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Monitored premises, screened visitors, updated logs and issued passes to maintain security.
- Offered office-wide software support and training, troubleshooting issues and optimizing usage.
Courtney's Pet Care New Orleans And Surrounding Areas, LA
Pet Care Professional
Job overview
- Contributed to client retention by consistently providing outstanding customer service to both clients and pets.
- Cared for sick or injured animals by seeking out veterinary care and notifying owners.
- Collected animal waste produced on walks and discarded in trash or approved receptacles.
- Spent time with dogs, cats, reptiles, birds, small rodents, pigs, and other domesticated animals to provide companionship and human contact.
- Greeted pet owners and went over available services, outlined costs and determined special needs of animals under care.
- Performed pet intake to gain necessary information concerning health, behaviors, potential allergies and other details to provide complete records and methods of owner contact.
- Maintained and updated daily log of time spent with pets for calculating payments, itemizing activities and services performed to provide live update to clients.
- Communicated with clients about schedules, requirements and special requests/circumstances.
AppleRemote
Customer Support IOS Advisor
04.2020 - 03.2021
Job overview
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
EverCommerceHammond, LA
IT Support Specialist
09.2019 - 04.2020
Job overview
- Delivered remote technical support to 50-100 clients across the U.S.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Coordinated with telecommunications providers to discern and address third-party outages and related impacts.
- Collaborated with HR department to design standardized onboarding processes and training assets.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Electronic ArtsBaton Rouge, LA
Senior Quality Analyst
06.2017 - 09.2019
Job overview
- Performed regression, exploratory and negative tests.
- Communicated between product owners and developers to clarify features.
- Estimated work requirements and labor hours for sprint planning.
- Oversaw test planning, workload balancing and assignment delegation.
- Created test cases and automation scripts.
- Developed and maintained quality assurance procedure documentation.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Served as information systems liaison with vendors, information services and end-users to make recommendations for optimization of systems.
LSU Department Of PsychologyBaton Rouge, Louisiana
Administrative Assistant
08.2016 - 05.2017
Job overview
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Monitored professor work calendars and scheduled appointments, meetings and travel.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and data collection
Morning Call Coffee StandNew Orleans, Louisiana
Kitchen Staff & Waitress
05.2013 - 08.2016
Job overview
- Sanitized dining ware and kitchen equipment according to health code standards.
- Made food according to standard recipes with requested changes for customer satisfaction.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Followed sanitary food handling procedures, focused on correct use of covers and labels and discarded ingredients by expiration date.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Utilized cash register systems and credit card machines to complete customer transactions
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Education
Louisiana State UniversityBaton Rouge, LA
Bachelor of Science from Psychology (Not Completed)
2017
University Overview
- Taylor's Honor Scholarship Recipient
- Air Force ROTC
Ridgewood Preparatory SchoolMetairie, LA
Highschool Diploma
2016
University Overview
- Graduated with 3.7 GPA
- Beta Club Honor's Society Member
- LA061 Air Force JROTC Officer - Color Guard
- Honoree of Headmaster Montgomery
- Yearbook Chief Editor & Photographer
Skills
- Utilizing Windows & Mac Operating Systems, Mobile App IOS/Android, Web Hosted Support
- Support of POS Systems, EMV Hardware & Processing
- Championing Client Challenges and Problem Solving
- Ticket Tracking Management and Prioritization
- Enthusiastic Team Leadership Collaboration
- Effective Disaster Recovery Operations
- Managing Partner Integrations such as Dell, Apple, At&t, Verizon, Cox Internet, DemandForce, Aveda Pure Privilege, WTS Hotel Systems, Paysimple, Ingenico, and Elavon Technologies
Accomplishments
- Trained and led technical support teams of more than 20+ support specialists.
- Recipient of individual and departmental awards for providing stellar client service.
- Increased number of resolved job tickets by 60% over previous year.
- Promoted to Senior Quality Analyst after 12 months of employment.
- Collaborated with team of 100+ in the development of Projects (Origin + Apex) with Electronic Arts
- Secured opportunities to work with two Fortune 500 companies
Certification
- Dog Handling Training, Courtney's Pet Care - 2021
- Experience in Specialized Health/Medication Administration to Animals
- Pet CPR & First Aid Certification, Pet Health Academy - 2021
- A+ Certification, CompTIA - Currently Attending Online
Timeline
IT Coordinator & Administrative Assistant
Mignon Faget LTD
03.2021 - Current
Customer Support IOS Advisor
Apple
04.2020 - 03.2021
IT Support Specialist
EverCommerce
09.2019 - 04.2020
Senior Quality Analyst
Electronic Arts
06.2017 - 09.2019
Administrative Assistant
LSU Department Of Psychology
08.2016 - 05.2017
Kitchen Staff & Waitress
Morning Call Coffee Stand
05.2013 - 08.2016
Pet Care Professional
Courtney's Pet Care
Louisiana State University
Bachelor of Science from Psychology (Not Completed)
Ridgewood Preparatory School
Highschool Diploma
Concentrations
- Active Directory, Oracle Database SQL, Microsoft Dynamics Nav, Square, UniFi, Salesforce, Jira Tracking, LogMeIn, Sentinel, Advanced Monitoring Agent, Remote Desktop Connection, Citrix ICA, Agile Development Environment, Adobe Experience Manager, Excel, Google/Microsoft Suites
- Areas of Interest: Software, Printers/Peripherals, Networking, Security, Data Backups, User Interface, Hardware Lifecycle, Server Maintenance
References
Sami DeVille, Technical Operations Director - Mignon Faget LTD
(504)891-7545 / sdeville@mignonfaget.com
Kay White, Human Resources - Mignon Faget LTD
(504)891-7545 / kwhite@mignonfaget.com
Courtney Resweber, Owner - Courtney's Pet Care
(985)788-6704 / courtney@courtneyspetcare.com
Shania Lawrence, IOS Team Lead - Apple
(877)617-9378 / shania.lawrence@kellyhba.com
Alex Nicholls, Technical Support Manager - EverCommerce
(985)634-1680 / alex.nicholls@salonbiz.com
Ron Beasley, Quality Assurance Manager - Electronic Arts
(225)366-6024 / rbeasley@ea.com
Reba RosenBach, Human Resources - LSU Dept. of Psychology
(225)578-8744 / psychology@lsu.edu
Bobby Hennessy, Owner - Morning Call
(504)300-1157
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