Help Desk It Support

Stacy Kemp

**********@*******.***

**** ******* **., ****** ** 21144

240-***-**** (cell)

QUALIFICATIONS

BS and 10 years’ experience in IT providing Learning Facilitation, Help Desk Support, Junior Level Software and IT Support Services

4 years’ experience in Change Management/Project Management

Classroom and technology system training experience

Tier I and II Help Desk experience

Experience monitoring help desks calls and responding to requests and problems

Able to efficiently discuss and resolve issues with individuals and teams.

Experience communicating issues about IT practices to management to remedy inefficiencies

Able to analyze and recommend training needs to management.

Able to identify deficiencies; communicate and coordinate improvement efforts to increase customer service efficiency.

Security Clearance:

Top Secret/SCI, granted August, 2011 w/Full Lifestyle Polygraph

Education:

BS, Business Administration, Strayer University, 2004

AA, Computer Information Systems, Strayer University, 2004

Professional Experience:

AT&T BUSINESS SOLUTIONS – GLOBAL BUSINESS

Master Scheduler/Configuration Mgt., 06/2018-Present

As an Integrated Master Scheduler at AT&T, Mrs. Kemp is responsible for planning, scheduling, coordinating, and monitoring products through the complete production cycle. She would coordinate with all technical and functional disciplines to ensure plans and schedules are comprehensive and accurate and encompass defined requirements and scope. She would participate in project planning and risk reporting, control and track changes to the standard operating procedures, schedule baseline, and review, compare, and analyze schedule performance against baseline program plans. Mrs. Kemp would provide schedule performance visibility to program management through metrics, reports, and briefings. She would work with a number of individuals and creates a stable and transparent line of communication between the technical team, managers, executives and stakeholders. She would collaborate and work well together with others, including senior officials. She has the ability to prioritize tasks, assess as well as allocate resources and keep a constant tab on the success of the task. She ensures that each project life cycle phase is fully documented, along with the tasks needed to complete it.

Functional Analyst II, 11/2016-05/2018

As a Functional Analyst II at AT&T, Mrs. Kemp ensured that the Change Management environment facilitates product review, and change and defect tracking activities. She wrote the CM Plan and reporting progress statistics based on change requests. She worked with the development managers to ensure that the change requests that is required covers the necessary aspects required to deliver the products or services that will lead to operational benefits. She worked with the development managers to identify change requests that will contribute to realizing benefits and achieving outcomes. Identified, defined and tracked the change requests presented for approval and the outcomes required of the change. She prepared configuration documentations and maintain Change Management (CM) database. Reviewed and recommended improvements to existing CM processes. She ensured that maximum communications are made in existing and new change requests as groups of projects deliver their products into operational use. She understood the key roles associated with leading, managing and implementing the proposed business change and acquiring the proper approvals for these changes.

Tier I & II Help Desk Specialist, 11/2015-10/2016

As a Tier I and II Help Desk Specialist at AT&T, Ms. Kemp provided customer phone support on Intelink services, resolved technical issues, logged and escalated calls as appropriate. She answered incoming calls in a professional, friendly and timely manner and built a strong relationship with end users by projecting a positive attitude and providing helpful support. Ms. Kemp had a necessary understanding of the Intelink services and troubleshoot any problem pertaining to these services and solved them efficiently by using active listening skills and asking pertinent, specific questions. Ms. Kemp worked hard to handle any user problems before finding it necessary to escalate the issue to a higher level. She also closed tickets in a timely manner and followed up with all end users to ensure customer satisfaction. She followed all company/client procedures as well as HR policies.

FLASH TECHNOLOGY GROUP LLC

Senior Learning Facilitator, 11/2014-11/2015

As a Senior Learning Facilitator at Flash Technology Group LLC, Ms. Kemp used her expression of a level to communicate verbally with clients/customers and others to obtain and provide basic information on the required program. Ms. Kemp was effectively able to communicate by telephone and email and capable of explaining routine polices and of properly referring more complex cases. Worked collaboratively with training colleagues to provide quality leadership and consistent information to staff throughout the organization. Participated in special projects as needed and performs administrative tasks, such as scheduling, in a timely fashion with a high degree of accuracy. Ability to effectively deal with a variety of learning styles and cognitive abilities. Effectively facilitated the transference of information through diverse, innovative and interactive training and workshop opportunities for staff. Worked independently as well as within team environment. She managed the administrative responsibilities to include the ability to work independently with a high degree of tact and diplomacy to carry out day-to-day and special assignments.

WOOD CONSULTING SERVICES, INC.

Windows 7 Surge Support and Tier I Help Desk Specialist, 05/2012-05/2013

As a Tier I Help Desk Specialist at Wood Consulting Services, Ms. Kemp used web-based Remedy 6.0 Action Request System service desk ticketing to report, resolve, and escalated IT network issues. Performed new account/organizational unit creation with accompanying domain security; remote performance checks and diagnostics for network connectivity with associated identification and reporting of flaws or errors in process cycle. Performed networking equipment installation, maintenance, hardware inventory, software supplies; removing fiber optic cables, implementing CAT 6 with corresponding IP addresses using DHCP with associated MS Excel accounting and reporting. Assisted in Cisco Switching Subnet LAN security/VLAN/VTP/Trunk. Networked using Unix-based operation system with associated troubleshooting. Assisted and guided end-users step-by-step using Cisco VPN, performing diagnoses and troubleshooting in call center environment in a clear, user-friendly professional manner with all associated documentation, analysis, resolution and escalation. Managed and monitored software updates on computers.

Executive/Finance Assistant to President and Help Desk, 04/2008-04/2012

As a Help Desk Specialist at Wood Consulting Services, Ms. Kemp assisted with roll out of new Deltek GCS Premiere accounting system; updating payroll data, and client and vendor information. Performed spreadsheet and data analysis preparation. Maintained purchasing system according to ISO 9001:2008 Quality Management System Requirements regarding employee expenses, forms and reconciliations. Purchased office equipment, supplies and managed vendor relations. Provided internal technical support for desktop systems software, hardware, network infrastructure, providing operational level support, system back up, workstation troubleshooting and server fault isolation. Software licensing documentation, compliance, inventory. Awarded ‘Best Employee of the year 2009’. Assisted company president with financial meetings; company client relations off-site; assisted in month-end reviews; executive calendar managements, scheduling and coordinating conferences, internal and external meetings. Bookkeeper: business transaction postings with verifications; accounts receivables; cash disbursements, invoices and vouchers, data collection and entry. Error identification and resolutions; contract renewals and modifications.

AUTOMATIC DATA PROCESSING, INC.

Sales Administrator and order expeditor, 09/2007-03/2008

As a Sales Administrator at ADP, Ms. Kemp provided administrative support to executive, sales and district managers. Performed payroll data collection, compilation, analysis, and summarization. Processed new hire and terminated human resources including adjustments to benefits, W-2, I-9 and 401K.

RENAISSANCE WASHINGTON, D.C., HOTEL

Administrative Assistant, 02/2001-08/2007

As an Administrative Assistant at the Renaissance Hotel, Ms. Kemp was an administrative assistant to the audio visual director and operations manager, scheduling, coordinating and all conference preparation; customer invoices; managing office administration, maintaining departmental bookkeeping with accounts receivables, payroll submission, work schedules, and timesheets. Sent executive correspondence and scheduled executive meetings. Accessed client information through UNIX programming to process audio visual usage invoices.

Skills:

Operating Systems:

UNIX, Citrix, Windows

Databases:

Remedy, ServiceNow

Software:

Microsoft Office Suite, JIRA, Lotus Notes, PeopleSoft, Delphi, Paychex, ADP, Deltek, Peachtree, SharePoint

Memberships:

None

Related Experience:

Executive Assistant and Customer Service

Creation of User, LAN, Contact and Organizational Unit

Information Technology Help Desk Customer Service

Creation/Implementation of Standard Operating Procedures

PC/Software Troubleshooter

Contact this candidate