Desktop Support Business Process
Resume:
KAREN BIRT
Spring, TX 77388
281-***-**** Cell
ad8rd4@r.postjobfree.com
EDUCATION
TRINITY COLLEGE & UNIVERSITY 2001
Bachelor of Science Degree, Applied Science & Technology
TRAINING
SAP R/3 Business Process Overview Workshop (WB100)
SAP R/3 Overview Course (SAP20)
SAP R/3 Basis Technology Course (SAP50)
Selecting for Success – Developed skills necessary to determine a candidate’s values, beliefs, and knowledge in order to identify an individual as a possible corporate fit.
Market Based Management – An entrepreneurial approach to leading a department for the enhancement of a corporation’s profitability.
Coaching and Teambuilding Skills for Managers and Supervisors – Managerial focused training designed to enforce the importance of strong internal client relationships.
Staffing Process Workshop – Manager’s process and procedures training outlined to better assist in more successful hires and employee retention.
Introductory and Advanced Training in Microsoft Word, Excel, and Project
TECHNICAL SKILLS
Trainer Level for MS Office Suite, including MS Excel macros and MS Access; Word Perfect
Advanced MS Outlook skills, Lotus Notes, MSMail and CC Mail
MS Project, Visio
Windows 2000/NT/98/95
Adobe Photoshop
Supported and trained 300+ proprietary applications and desktop support/workstation support skills
Technical Writer
Software Tester
Software Trainer (MSOffice Suite, Outlook, MSMail, Lotus Notes, Win95, Win 98, NT, Win 2000, various Proprietary Software)
PROFESSIONAL AFFILIATIONS
NAFE (National Association for Female Executives)
Member of International Who’s Who for Female Executives
PROFESSIONAL EXPERIENCE
BELLE ETERNELLE SPAS, Owner and Esthetician 2010-2023
Owned and operated two spa locations with 10 employees. Managed all accounting, payroll, schedules, marketing and day to day business operations.
TREADSTONE CONSULTING Contract 2/2007
Houston, Texas
Project Manager
Overall responsibility for the successful planning and execution of 4 telephony, 1 Billing and 1 Auditing project.
Work closely with business leads, Information Architect and Technical Architect to develop functional requirements.
Run weekly update meetings with stakeholders and implementation team to ensure projects are delivered on schedule.
Manage the entire project life cycle from discovery through launch and post project evaluation.
Perform fit-gap analysis on proposed third-party software solutions.
Ensure that projects are properly documented.
Communicate projects progress to management and stake-holders.
Appropriate use of Group IT project framework and other procedures within team.
Ensuring alignment of solutions delivered with Group strategy.
Schedule commitments for projects.
Selection of tools and techniques for use during projects.
Process mapping standards.
Recommendation of IT solutions.
"Right-sourcing" of solutions provided.
Meet deadlines on internal and external development projects.
Successfully deliver products that meet company requirements and quality standards.
Quality of solutions delivered (including both the effectiveness of the technical solution and the value to the business).
Quality of advice offered to management and peers.
Quality of communications with colleagues and Group IT management.
Quality of communications with customers (including the degree to which issues raised by business customers are directed to manager).
ADVANCED PHARMACY Contract 2004-2006
Setup Users and Profiles on NT Server, Setup and Configured Wireless Network for Office including XP Pro OS, MSOffice XP, Updates and Virus Protection Software, as well as Spyware on all Desktops and New Laptops. Provided all end user desktop support as well as maintaining updates to PC’s.
Compiled and wrote Microsoft Outlook training documentation for training classes. Compiled and wrote quick tips for users Outlook Training Courses.
AJILON LLC Contract Positions 7/2000 - 2001
Houston, Texas
7/2001 –11/2001
Program Coordination Manager – Waste Management, Enterprise Systems Development
Responsible for creating the culture required for the implementation and enforcement of the standards and tools needed to facilitate the measurement, achievement, and continuous improvement of work products and process quality.
Defining, creating and implementing departmental structures and standards of teams reporting directly to me. These teams consist of the Project Coordination, Integration, Metrics Management, Methodology & Standards, Quality Assurance, Configuration Control, External Communications/ PR, Status Management, Risk Management, Change Management Coordination and IT Services Management teams.
Creating and Implementing the ESD Project Management Office’s policies, procedures and methodology.
Oversee all Waste Management Projects (currently 120 projects ranging from $1.5 mil. – $134 mil. each) to assure that all timelines and budgets are met, as well as methodology and procedures are followed.
Senior Systems Analyst – Enron Transportation Services 7/2000-7/2001
Responsible for the management of the Web-Based Software for Internal and External customers nationwide that manages the nominations and confirmations of all gas transmission, accounting, and imbalance resolution for the Enron Gas Pipeline group comprising of TransWestern, Northern Natural Gas, Florida Gas Transmission and Northern Border Pipelines.
Responsible for weekly and monthly Director’s Reports informing all issues with detailed resolutions for internal as well as external customers.
Create and develop all monthly invoices for each internal pipeline group.
VAN LEEUWEN PIPE & TUBE Contract Position 3/1998 – 3/1999
Houston, Texas
IT Manager, North America:
Managed the IS organization for North America, including the Houston corporate office and 16 remote branches throughout the US and Canada.
Created and implemented organizational structure for the global IS department, including corporate divisions in Europe and Asia.
Created and implemented departmental structures for Helpdesk, Desktop Services, Network Services and Application Development departments.
Responsible for improving corporation’s distributed SAP environment from 92% to 99.6% availability in less than four months.
Managed SAP upgrade from 3.0c to 3.1i for North America.
Proposed migration from Frame Relay to Virtual Private Network (VPN) technology, which resulted in a 30% net savings of Wide Area Network costs.
Planned several projects including disaster recovery, asset procurement and management, enterprise systems management solutions, and emergency power generation for the Houston corporate office.
Supervised two managers, 15 company employees and a team of SAP consultants.
Reported directly to the President of company and held a Steering Committee seat.
Technical Environment: Windows NT 4.0 Server, Windows NT 4.0 Workstation, SAP R/3, SQL Server Database, MS Office 97.
KOCH SUPPLY & TRADING 8/1997 – 2/1998
Houston, Texas
Manager, Workstation Support Services:
Managed a department consisting of hardware technicians, integration technologists, workgroup analysts, helpdesk personnel, new hires/moves and procurement staff.
Designed, developed and implemented the entire Workstation Support Services department and its Standard Operating Procedures for the Houston location and then accepted to push out to Corporation Globally.
Saved corporation an estimated $400,000 while serving as Manager, Workstation Support Services from August – December 1997 (year end closeout estimates).
Implemented a 24 x 7 support schedule with a 15 minute guaranteed initial response time, resulting in a 90%+ same day resolution rate.
Created and managed a Quality Assurance Process consisting of proactive callbacks, quarterly customer surveys, and monthly status reports to 15 supported business units.
Chosen to represent Houston Trading Businesses on the IT Excellence Committee, a national level team organized to perfect ITS processes.
Technical Environment: Windows NT 4.0 Server, Windows NT 4.0 Workstation, MS Office, 200+ third party and proprietary/internally developed systems.
INTELLIMARK Contract Positions 1/1996 – 8/1997
Houston, Texas
11/1996-8/1997
Windows 95 Project Manager at BHP Petroleum
Prepared and presented project plans to managers, defining the population for Windows ’95 deployment (including MSOffice 95 upgrade and Netscape Navigator 2.01) and NT 4.0 Server migration scheduling.
Completed rollout ahead of schedule, requiring only 75% of total time allotted for project.
Conducted direct customer interviews of each workstation for standardization of desktops, scheduled all upgrades, and coordinated all training with out-sourced training facility.
Led Deployment Team and tested all proprietary software for Windows ’95 compatibility.
1/1996-11/1996
Windows 95 Deployment Project Manager – Lyondell-Citgo Refinery, Oil Refinery
Managed a team of 12 personnel. Responsible for the migration of 3500+ nodes from Windows 3.1 and Windows for Workgroups 3.11 to Windows 95.
Supervised the deployment team and their workload, identifying and scheduling the population for pre- and post- deployment.
Completed deployment project two months ahead of schedule.
Implemented hardware procurement process to aid in purchases in excess of $75,000 per month.
Composed all customized personal login scripts, scheduled weekly deployment assignments to meet Managers KPI’s.
Tested software for Windows ’95 compatibility and wrote instructions for installation.
Workstation Support Analyst:
Provided direct customer interface to assist in the resolution of complex software-related problems in order to maintain or enhance overall employee productivity and effectiveness.
Responsible for supplying individual and group training in advanced and specialized standard software applications in order to develop customer knowledge of standard suite of products.
Identified opportunities to assist customers in using standard technology to enhance individual productivity and effectiveness.
Accountable for having a thorough understanding of the company business, departmental strategies and individual responsibilities to identify both strategic and tactical opportunities for integration with company technological direction.
ARNOLD, WHITE & DURKEE 1993 – 1995
Houston, Texas
Help Desk/Floor Support/Software Traine/:
Computer Software Trainer and Floor Support for Attorneys, Secretaries, Paralegals, Litigation Assistants, Accounting Department, Docketing and International Department to six AWD offices.
Trained 300+ employees on Windows 3.1, PCDocs and MSOffice Suite in preparation for the conversion from DOS to Windows.
Sole Intel ProShare trainer within the firm, training all office sites on software upgrades packages.
Created a Help Desk process to support all AWD offices.
Traveled to outside AWD offices to train employees on Windows 3.1 and MSOffice software packages.
Researched and developed all training material used for migration project.
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