A more descriptive, html-formatted, version of job duties and responsibilities:


Education
Bowling Green State University Bowling Green, Ohio
Bachelor of Science in Business Administration Fall 2006 – Spring 2010


Experience
Ohio Department of Developmental Disabilities Columbus, Ohio
Management Analyst September 2016 – Present
• Acts as a liaison for the business unit/end users and IT developers for multiple systems
• Analyze, troubleshoot, and resolve system issues for internal and external users
• Define requirements for IT systems (developing, saving, and executing test cases), based on information gathered from business
• Delegate and convey functionally invalid operations and behaviors to associated developers
• Facilitate adoption and transition of newly developed IT systems throughout the project life cycle
• Conduct sandbox environment user acceptance testing (UAT) and live production testing to qualify system requirements as part of the project life cycle
• Conduct audits and quality assurance to oversee internal users are properly using systems to record accurate data to meet legal obligations
• Prioritize development of new features and bug fixes, negotiate the deadlines of their releases, and report to stakeholders on project statuses
• Train and advise other staff in providing technical assistance to end users, and determine when to personally handle more complex issues
• Administering IT systems
• Access control management
• Circumvent standard procedure using administrator access when appropriate
• Correcting user errors
• Train internal and external users on IT systems in various contexts (e.g. formal in-person training, online webinars, guidance by phone, email, and screen-sharing
• Develop resources and training documents for IT systems
• Build and generate reports from IT systems to analyze data, both routinely and on-demand
• Use Excel for additional data analysis and processing when necessary, using features such as formulas, conditional formatting, pivot tables/charts


Office Assistant 3 September 2013 – September 2016
• Analyze, troubleshoot, and resolve system issues for internal and external users, escalate to developers as needed, and coordinate resolutions by acting as liaison for end users and developers
• Facilitate adoption and transition of newly developed IT systems throughout the project life cycle
• Train internal and external users on IT systems in various contexts (e.g. formal in-person training, online webinars, guidance by phone, email, and screen-sharing)
• Conduct sandbox environment user acceptance testing (UAT) and live production testing to qualify system requirements as part of the project life cycle
• Conduct audits and quality assurance to oversee internal users are properly using systems to record accurate data to meet legal obligations
• Administering IT systems
• Access control management
• Circumvent standard procedure using administrator access when appropriate
• Correcting user errors
• Build and generate reports from IT systems to analyze data, both routinely and on-demand
• Use Excel for additional data analysis and processing when necessary, using features such as formulas, conditional formatting, pivot tables/charts)
• Use personal computer and Microsoft Office Products accurately and rapidly to produce professional correspondence, reports, and complex technical documents requiring the use of medical and statistical terminology
• Set up electronic filing hierarchy for storage of documents in a shared drive
• Provide primary telephone coverage for unit
• Perform general office support functions
• Prepare bulk mail and email, using the Microsoft Word Mail Merge feature


Teleperformance USA Columbus, Ohio
Human Resources Support March 2011 - September 2013
• Administer the human resources management system
• Build and generate reports from the human resources management system
• Supervise employee files and records for three call centers and maintain the confidentiality of private employee information
• Answer employee questions about payroll, FMLA, benefits, and other company processes
• Evaluate completeness and accuracy of documents, especially employment paperwork, to ensure employee files comply with the law and client contracts
• Process payroll every payday (semi-monthly)
• Coordinate annual review process
• Present information to newly hired employees in training


IT Support Agent September 2010 - March 2011
• Solve technical issues and provided customer service over the phone, which required coaching customers with limited technical aptitude through advanced troubleshooting steps
• Provide IT support including email settings, router settings, internet settings (proxy servers), voice over IP, virtual network computing (screensharing), customer interface guidance, computer and other hardware troubleshooting
• Record details of each call in an IT system in order to track call statistics, according to company guidelines