IT Gal and Tech Extraordinaire!

I've been in the IT industry for 8 years and have been fortunate enough to land some pretty progressive roles.  But my experience didn't begin there.  As a young girl I've always had a love for technology and anything with buttons.  I was the one who setup the VCR and cable box in the family room. When I got my first dot matrix printer, you better believe I had banners all over the place!  It is strange that I miss the sound of dial-up modems? 

I've always been a bit of an out of the box thinker and never limited myself to my job descriptions.  

As a Technical Support agent, I found proven methods to improve first call resolution. I documented those methods and prepared training classes.  

As a Technical Support Supervisor, I found myself documenting the quickest and most efficient paths to resolution.  I was part of a committe that designed a workflow based troubleshooting guide to improve call time and quality consistency.  I even created an offline team of all-stars that tackled those pesky issues that were outisde of the typical scope of support and saw the issues through to the end.  How's that for customer service?!

As a Help Desk Team Lead I got to work with some of the brightest minds I've ever encountered.  Talk about talent!  I started as a Level 1 technican for a growing mortgage company.  All of the IT processes were manual, even the ticketing system was by email...YIKES! As the company grew, so did our IT team.  We found new methods of managing service requests, preparing equipment and accounts for new users and deploying software.  During this time, I was promoted from a Level 1 technician to Level 2 to Help Desk Team Lead.   Throughout my career there I got REALLY familiar with SharePoint.  I went from not being so crazy about it to absolutely LOVING it.  I developed SharePoint skills such as top level and sub site design, managing and creating lists and libraries and even desiging workflows.  Now, if you know what SharePoint workflows are, then you know how time saving those little buggers can be if written correctly.  One of my favorite highlights of working with this company was the project I managed to migrate our VoiP accounts and services for ALL of our 70+ locations.  That was a DOOZEY of project and took about a year to complete and some VERY long nights.  In the end, we provided a significant annual cost savings for our company and gave our end users a more stable and robust product. HIGH FIVE!!