Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tara Heard

Cincinnati,OH

Summary

Focused Project Manager adept at planning, directing and maintaining continuous operations in various departments. Experienced in directing manufacturing employees and keeping efficient production in accordance with quality standards. Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Support Engineer

Element Materials Technology
08.2021 - Current
  • Implemented technical solutions to solve customer issues and increase satisfaction.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Monitored systems in operation and quickly troubleshot errors.
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.
  • Communicated with clients to verify roots and causes of computer problems.
  • Upgraded operating systems and computer software to perform compatibility with programs.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Collaborated with outside departments to implement system-wide improvements.
  • Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Configured and tested new software and hardware.
  • Monitored system performance to identify potential issues.
  • Tested new software and hardware prior to deployment.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.

IT Support Specialist level 2

Sunrise Treatment Center
08.2019 - 08.2021
  • Break fixes, Installations, Email, Active Directory, Phone Configurations, Windows 10 update, Trouble shoot issues, Password resets, Re-image PC’S, Remote trouble shooting, Networking
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Assigned system permissions and set up computers to assist with onboarding new employees
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Service Desk Representative level 2

M&T Bank
06.2018 - 12.2018
  • Completed two weeks basic system training,
  • Received inbound calls,
  • Trouble shooting( all types devices including chrome book), Created tickets,\ Installed software,
  • Re-create profiles (AD), Reset passwords (AD), Rename email accounts(Outlook),
  • Reimage pcs, Remote trouble shooting, Multi-task different systems,
  • Assisted in chat escalation,
  • Scheduled technicians,
  • Trained new hires

Assistant Project Manager/Rollout Contractor

First Energy Power Company
01.2017 - 06.2018
  • Repair PC’S, Re Image PC’S
  • Install Software
  • Kept accurate records,
  • Benched PC’S according to Project recommendations,
  • Single point contact for technical refresh issues,
  • Facilitate the PC Refresh Contractor,
  • Assist in developing the training, guidance, and work materials,
  • Scheduled Appointments with clients,
  • Responsible for the Northern Region, Responsible for 1500 Win-10 update,
  • Knowlegble of software: Citrix ,HP Manager, Altiris and Symantec’s

Help Desk Analyst

Akron Medical Hospital
04.2017 - 05.2017
  • Provide point of contact support for troubleshooting hardware, software, desktop and laptop,
  • Process troubleshooting tickets along with tracking and monitoring networks,
  • Updated applications,
  • Assisted other technicians with new security policies,
  • Assisted doctors and nurses with new applications, and new technical procedures,
  • Assisted 10 team leads with new technical policies and procedures,
  • Assisted team leads with the New Go live standards and support,
  • Updated the hospital records to the standard enterprise electronic medical records,
  • Updated medical records and applications and ancillary support according to new policies and procedures

Help Desk Analyst

American Eagles Outfitters
12.2016 - 04.2017
  • Provide point of contact support for troubleshooting hardware, software, desktop, laptop and smart wear devices,
  • Provided routine and emergency support to end users, Responsible for identifying, researching, and resolving user issues,
  • Process troubleshooting tickets along with tracking and monitoring network coverages and outages,
  • Performed software and hardware installations and upgrades,
  • First level end user support/ respond to support requests in a timely manner, Enter, calculate, and document support data problems into corporate tracking system, Identify, troubleshoot, and resolve and or escalate trouble tickets,
  • Test and Implement solutions to end user problems, Perform password reset in many different security applications,
  • Familiar with Active Directory, Remote Access, Trouble shoot retail computer i-devices, mpos, sleds and registers

Onsite Tech Support

Virtual Tech Group
11.2016 - 11.2016
  • Install computer peripherals,
  • Set up Routers,
  • First level support/ testing site,
  • Test and implemented solutions to end user problems

Rollout Contractor

Sherwin Williams
06.2016 - 10.2016
  • Provide point of contact support for troubleshooting hardware, software, desktop, laptop and smart wear devices,
  • Provided routine and emergency support to end users, Responsible for identifying, researching, and resolving user issues,
  • Process troubleshooting tickets along with tracking and monitoring network coverages and outages,
  • Performed software and hardware installations and upgrades,
  • First level end user support/ respond to support requests in a timely manner, Enter, calculate, and document support data problems into corporate tracking system,
  • Identify, troubleshoot, and resolve and or escalate trouble tickets,
  • Test and Implement solutions to end user problems, Support and maintain corporate IT Systems including computers, hardware, peripherals and approved applications such as MS Office, Windows, VMS, EDMS, Set up new user accounts network passwords, assist with scheduled personal moves,
  • Assist with tracking and maintaining corporate inventory IT assets such as PC, Laptop, tablets, and cellular devices,
  • Assist Senior IT Staff in performing specialized tasks and projects, such as software, installs, new systems and updates
  • Kept site work safe and in line with budget, schedule, and applicable building codes.

Tier 1-2 Technical Help desk Support

Broad-Band Hospitality
04.2015 - 05.2016
  • First level end user support/ respond to support requests in a timely manner,
  • Enter, calculate, and document support data problems into corporate tracking system,
  • Identify, troubleshoot, and resolve and or escalate trouble tickets,
  • Test and Implement solutions to end user problems
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Managed time efficiently in order to complete all tasks within deadlines.

Tier2 Technical Help desk Technician

Alorica
07.2013 - 02.2016
  • Provide point of contact support for troubleshooting hardware, software, desktop, laptop and smart wear devices,
  • Provided routine and emergency support to end users, Responsible for identifying, researching, and resolving user issues,
  • Process troubleshooting tickets along with tracking and monitoring network coverages and outages,
  • Performed software and hardware installations and upgrades,
  • Enhanced knowledge training through virtual simulations and classroom communication

Online banking Representative

Skybank
09.2002 - 08.2006
  • Set up online banking accounts,
  • Reviewed customers banking transactions,
  • Assisted with all bank transactions,
  • Reset passwords and updated Profile information
  • Maintained friendly and professional customer interactions.
  • Assisted customers with banking needs and inquiries.
  • Educated customers on online banking and mobile banking applications.
  • Handled various accounting transactions.
  • Monitored and verified suspicious activity on customer accounts.

Education

Associate of Applied Science Degree: Network Systems Administration -

ITT Technical Institute
Youngstown, OH

Bachelor of Degree: Business Management -

American InterContinental University

Associate of Applied Science Degree: Office Management -

Trumbull Business College
Warren, OH

Skills

  • Administrative Support
  • Logistics Management
  • Schedule Maintenance
  • Teamwork and Collaboration
  • Technical Troubleshooting
  • System Configuration Changing
  • Process Improvement
  • Project Management
  • Customer Relationship Management
  • Remote Diagnostics

Certification

3/15/2021

Timeline

Support Engineer

Element Materials Technology
08.2021 - Current

IT Support Specialist level 2

Sunrise Treatment Center
08.2019 - 08.2021

Service Desk Representative level 2

M&T Bank
06.2018 - 12.2018

Help Desk Analyst

Akron Medical Hospital
04.2017 - 05.2017

Assistant Project Manager/Rollout Contractor

First Energy Power Company
01.2017 - 06.2018

Help Desk Analyst

American Eagles Outfitters
12.2016 - 04.2017

Onsite Tech Support

Virtual Tech Group
11.2016 - 11.2016

Rollout Contractor

Sherwin Williams
06.2016 - 10.2016

Tier 1-2 Technical Help desk Support

Broad-Band Hospitality
04.2015 - 05.2016

Tier2 Technical Help desk Technician

Alorica
07.2013 - 02.2016

Online banking Representative

Skybank
09.2002 - 08.2006

Associate of Applied Science Degree: Network Systems Administration -

ITT Technical Institute

Bachelor of Degree: Business Management -

American InterContinental University

Associate of Applied Science Degree: Office Management -

Trumbull Business College

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Tara Heard