Victor Palmer, Jr
Raleigh,NC
Summary
Detail-oriented professional with strong analytical and communication skills. Experienced in data visualization and strategic planning, dedicated to driving improvements and supporting organizational goals through informed decision-making.
Overview
22
22
years of professional experience
Work History
Senior Analyst
HCL America-Cold
Morrisville, NC
01.2023 - Current
- Analyzed data to identify trends and support strategic decision-making.
- Developed reports using visualization tools for stakeholder presentations.
- Monitored operations and reviewed records and metrics to understand company performance.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Maintained positive working relationship with fellow staff and management.
- Organized client meetings to provide project updates.
- Analyzed key performance indicators to identify effective strategies.
Help Desk IT Analyst
HCL AMERICA / AARP
Cary, North Carolina
05.2018 - 04.2022
- Transition team process of HR and knowledge base.
- Payroll process, benefits and tax documents.
- Performing administrative and technical duties such as help desk/call center support, running monthly/weekly reports and audits, as well as queue management.
- Utilizing ticketing systems such as Remedy, Service Now, SIAM and HP Service Manager to log call records and create break/fix tickets or service requests for end users.
- Configuring and troubleshooting mobile device management solutions MobileIron and AirWatch.
- Deploying software remotely using SCCM 2007, SCCM 2012 and SCCM 2016 as well as manual installations through network shares.
- Create and make changes to accounts in Active Directory, email and internal business application.
- Updating and resetting passwords in Active Directory, finding computer names, bitlocker recovery keys and organizational units with setting new user accounts.
- Troubleshooting issues for both office and field employees in programs such as SNOW, Active Directory, Cisco VPN Client, MS Office, Citrix, SAP, Webex, Accellion, Phoenix, Bomgar, Avaya CMS and VMWare Horizon.
- Investigating and resolving customers' questions and problems with products and services with an objective solving any issues on the first call.
- Provide “basic” training to clients in the use of system and applications, referring them to knowledge base and online resources for more in depth answers.
Human Resource Associate 1
FHI 360 (Contract) Durh
Durham, NC
01.2018 - 05.2018
- Provided administrative support to HR team in multiple areas (e.g. HRIS, compensation, benefits, recruiting, payroll, and training & development) to include interview scheduling, payroll administrative issues, and responded to standard employee inquires.
- Served as back-up point of contact for employees with HR-related questions
- Responded to Employee Service Center (ESC) requests.
- Processed forms and system updates related to new hires, change of status, performance evaluations, benefits changes, separations etc.
- Ensured employee data in HRIS is accurate.
- Conducted new-hire orientation and assisted with separation process as needed.
- Assisted with other duties as needed.
Part-Time Talent Acquisition Scheduling Coordinato
IBM (Contract)
Research Triangle Park, NC
05.2017 - 01.2018
- Coordinated all interviews for candidates and Hiring Managers in person, via the telephone, and via the web.
- Made necessary updates within the applicant tracking system.
- Collected and submitted necessary information to arrange for travel to interviews.
- Ensured candidate status updates occurred in a timely manner.
- Identified process efficiencies and opportunities for improving the applicant or hiring manager experience.
Hiring Coordinator
EXPERIS (CISCO)
Research Triangle Park, NC
11.2016 - 05.2017
- Developed a partnership with Recruiters and assisted with recruiting the best candidates.
- Ensured that all candidates and new hire had an exceptional experience while pursuing a career at Cisco.
- Collaborated with Recruiters to obtain offers approved, created, delivered, and returned.
- Scheduled interviews for candidates and arranged virtual or in person meetings.
- Assisted in tracking all applicants, duplicate records management, referrals, background checks, reference checks, rehire and partner eligibility, immigration responsibilities and coordinated relocation efforts.
- Facilitated new hire process collecting employment documents, tracked new hire data entry and ensured all new hire activities were accurately completed.
- Processed LR/MSA terminations.
- Created term letters for LR/MSA terminations.
Global Sales Tech Support Representative
PlanetPro (CISCO)
Research Triangle Park, NC
09.2010 - 11.2016
- Provided second level escalation support for the GSTS 1st level support team.
- Partnered with the business team to elevate business needs including recommending process re engineering.
- Responsible for complete issue resolution.
- Assisted sales team with configuration error messages.
- Contributed feedback to level 1 support reps on error messages.
- Provided guidance on technical quote errors.
Customer Service Representative
GFI Software
Research Triangle Park, NC
08.2007 - 09.2010
- Managed incoming customer telephone calls/emails by responding to and resolving customer inquiries/issues.
- Provided initial pre-sales information for customers on products and routed quoting requests to appropriate internal resources.
- Ensured customers did not have past due accounts and collected payment prior to processing new orders if applicable.
- Trained new customer service representatives on role and procedures.
- Processed orders and credit card charges, issued invoices, and generated license keys.
- Updated distributors and resellers discounts when needed.
- Responsible for any queries received regarding order processing and ordering queries.
- Educated customers on product features and usage best practices.
Customer Service Representative
Aetna Mail Order Delivery
Research Triangle Park, NC
05.2004 - 09.2006
- Responded to questions and resolved issues based on telephone calls and letters from members, providers and plan sponsors.
- Performed reviews of member claim history to ensure accurate tracking of maximum benefits and/or coinsurance/deductibles.
- Explained members’ rights and responsibilities in accordance with their contracts.
- Maintained benefits records.
- Recorded and tracked defects uncovered during the execution of tests and actively participated in resolution, proposed and designed retest cases and data to retest defects.
- Proactively escalated issues, problems, communicated with teams on items of impact to ensure adherence to UAT schedule.
- Utilized tools and methodologies to improve individual effectiveness and to increase efficiencies in the UAT process.
- Knowledge of Aetna systems and understand system interfaces, back-end logic, and edits.
Education
Associate of Science -
Ft. Lauderdale College
Fort Lauderdale, FL08-1993
Skills
- Data analysis
- Data visualization
- Key performance indicators
- Strategic planning
- Decision support
- Operations monitoring
- Network security
- Metric tracking
- Client management
- Issue identification
- Compliance analysis
- Analytics program experience
- Effective communication
- Problem solving
- Critical thinking
- Time management
- Performance monitoring
- IT strategy
- Network management
- BI dashboards
- Documentation and reporting
- Decision-making
- Verbal and written communication
- Contract analysis
- Attention to detail
Timeline
Senior Analyst
HCL America-Cold
01.2023 - Current
Help Desk IT Analyst
HCL AMERICA / AARP
05.2018 - 04.2022
Human Resource Associate 1
FHI 360 (Contract) Durh
01.2018 - 05.2018
Part-Time Talent Acquisition Scheduling Coordinato
IBM (Contract)
05.2017 - 01.2018
Hiring Coordinator
EXPERIS (CISCO)
11.2016 - 05.2017
Global Sales Tech Support Representative
PlanetPro (CISCO)
09.2010 - 11.2016
Customer Service Representative
GFI Software
08.2007 - 09.2010
Customer Service Representative
Aetna Mail Order Delivery
05.2004 - 09.2006
Associate of Science -
Ft. Lauderdale College