Business strategy; Participated in projects aligning business goals with technology solutions to drive process improvements, innovative personnel acquirements and processes for our client.

Excellent communicator; leverage technical, business and financial acumen to communicate effectively with client executives and their respective teams.

Proficient in ITIL Support methodologies as well as outside the box solutions. Self manage and drive toward excellence. known for high-quality deliverables that meet or exceed timeline and budgetary targets.

Skills Summary

Services & Support:
Custom Software support
System Migrations & Collaboration
Enterprise-wide Implementations
Specializing in Mobile support
IT Projects:
ERP/SAP Support during upgrade
Service Now QA/Testing
Service Desk Queue Management
Okta Single Sign on Support
Value-Added Leadership:
Lead Mobile Support Liaison
Team Building
Client Relations/ Executive level Support
Business & IT Relationships

Career Progression

Genesis10 Consulting for Forest city Enterprises - (Cleveland, OH), IT Service Desk Analyst – Mobile Support Lead & Incident Coordinator, Service Now Knowledgebase Admin approver, 2012 to Present

Recruited by one of the nation’s leading IT consulting firms to provide managed support for User Provisioning, Mobile Support, Request Service and Break-Fix Support (incident management ).

Drove the high-quality first call resolution rates for incident management as well as adherence to SLA’s. Consistently Produced in the top 2 for support tasks after first month of service. Constantly looked to add value to increase responsiveness and accelerate resolution while adhering to standardized goals. These practices lead to the Forest City’s expansion of support for financial data reporting as well as providing 24-hour on call support.

Achievement Highlights:

Acquired Skills to provide Training to Enterprises in technical, financial and business disciplines

Demonstrated the ability to lead in providing Mobile Support for Apple, Blackberry and Android devices and Mobile Management systems.

Proved to be and Tier 1 escalation point, providing services and support to executives in person and remotely.

Provided Support for Successful windows migration, Group policy, collaboration with Subject matter experts for resolution

Quality Assurance Testing , Experience with User Acceptance Testing through HPQC

Kronos, Skillport, SAP support and troubleshooting

Representative Projects (2012 to Present)

System Integrations/Migrations: Expansion of the request of the client to provide support for Windows 7 migration for 3000 users. Other projects include: co-ordination with server team to support Microsoft Outlook upgrade, multiple network infrastructure upgrades and direct dialogue with Asset and Procurement department for process mitigation for service requests.

Service Now User Acceptance Testing: Provided Quality assurance Testing with HP Quality Center. Created and executed test scripts to ensure successful implementation. Co-Operated with other groups with testing in Problem Management, Knowledge Management, Incident Management and User-provisioning. Provided Testing for Service Catalog for ordering supplies, hardware and software.

Early Career

Beachwood City School District – Varsity Girls Basketball Coach, Beachwood, Ohio 2012-Present

Teach and coach techniques and skills needed for the Basketball program, coordinate practice schedules, and Coordinate Home and away games.

• Reinforced encouragement of players to parents in able to create a motivating and energy driven support system

• Motivated the importance of communication, hard work and teamwork and gained the championship title by the end of both seasons

• Demonstrated needed ability to communicate and work well with students and parents and communicate the importance of being a positive role model in the students’ life.

South Euclid Lyndhurst School District—Substitute Instructor (various Grades), S. Euclid, Ohioxxx-xxx-xxxx

Direct the learning experiences of students in both curricular and extracurricular activities and enforce policies and regulations as established by the board and professional staff

• Provide guidance to students to promote proper educational development and welfare.

• Create an atmosphere of trust and understanding in order to ensure respect of self and peers in students

Portrait Innovations—Photography Associate, Mayfield Heights, OH 2010- 2011

Determine desired images and picture composition, selecting and adjusting subjects, equipment, and lighting to achieve desired effects. Provide excellent customer service oversee all studio functions and sell portrait photograph packages.

• Assisted with the control and temperament of customers when technical problems arose.

• Dedicated own time and resources to complete packaged orders and ensure timely response to customer to end any further delay.

Early Career Continued

Bluegreen/Outdoor Traveler Pearl – Vacation Sales Representative, Mississippi 2010

Customer service experience is used to sell vacation packages and getaways.

• Assisted with the creation of informational meetings in hopes to make customers aware of our promotion.

Southern Wireless Sales Representative - Ridgeland, Mississippi 2007

Used contractual knowledge and strong computer skills to sell cell phones and various high ticket items. Managed inventory and small financial matters.

• Customer Service experience was useful in handling customer concerns in a timely fashion.

Education

Cuyahoga Community College Cleveland OH

CompTIA At Certified July 2012 Major: Electrical Engineering: Computer Network Hardware

Jackson State University; Jackson MS Bachelor of Science, May 2010

Major: Mass Communications; Broadcast Production

Mt. San Antonio College, Walnut CA Associate of Arts, July 2006

Major: Speech Communications

Acquired Skill set

Operating Systems: Microsoft Windows Vista, XP, 7, Windows Server 2003, Windows Server 2008

Networking: Active Directory; Group Policy; DNS; DHCP; VPNs; TCP/IP sub netting; LAN/WAN, Ethernet

Security: Firewall and Proxy Server configuration; Antivirus Applications Disaster Recovery; Remote Management Websense, Sophos Endpoint security

Hardware: Network installations of PCs; Routers; Blackberry’s; IPhones; Ipad; Avaya phones; HP Multifunction Printers; Konica Multi-function Printers; Toshiba Multi-Function Printers; and switches; PC Component installations and upgrades

Applications: Citrix Alteris Ticketing System, Service Now Ticketing, Microsoft Office Suite – Word, Excel, PowerPoint, Access, Visio. Websense, Sophos endpoint security ADP; Avaya; Leapfile; Remote desktop; PCAnywhere; Logmein Remote Rescue; Citrix; Virtual Desktop; Solarwinds IP Address Management; SAP,VPN, VDI, Active Directory, SAP, HPQC

Training Courses & Other Experience

PC Maintenance: Survey of techniques and methods used by technicians to maintain, repair, upgrade and troubleshoot personal computers.

•Operating system technologies 1 & 2: Fundamental operating system concepts and commands for file and disk manipulation. Experience with installation, configuration and upgrading procedures. Use of MS-DOS Command Prompt and Windows utilities for diagnosis and troubleshooting of common operating system problems.

• PC Servicing and Troubleshooting: Hands-on course provides training with computer hardware setup, repair, maintenance and direct experience with troubleshooting techniques and tools used to upgrade/replace PC system components, troubleshoot hardware and software problems, and resolve configuration issues.

• Computer System Peripherals: Principles and practices involved in installation, configuration and upgrading of peripheral computer devices. Includes computer printers, modems, pointing devices, USB peripherals, IEEE 1394 devices, external storage devices, network interface cards and video/monitor systems.

• Computer User Support: Strategies for common user support issues, customer service skills, help desk operation, documentation requirements and information resources for user support

• Test Preparation for A+ Certification: Preparation for CompTIA A+ certification testing exams 220-221 (A+ Core Hardware Service Technician) and 220-222 (A+ Operating System Technologies).

Broadcast/ Communication Experience:

TV23, Jackson MS 2006 - 2010 News anchor for News Update 23

Examine news items of local, national, and international significance in order to determine topics to address, or obtain assignments from editorial staff members, requires being reliable, responsible, and dependable, and fulfilling obligations

Intern Fox40 news, Jackson MS Summer 2008

Developed webcasts for Online News Coverage. Wrote stories and stacking upcoming television news coverage developed a knowledge of sports writing and reporting

WLBT 3 Sports reporter and radio commentator with Rob Jay 2007

Assisted Yahoo sports with Rob Jay about Game coverage

633 Quiliiams rd | South Euclid, OH 44121 |xxx-xxx-xxxx | xxx@xxx.com

Andrew D Twiggs
Help Desk Supervisor – Genesis 10
Cleveland, Ohio

To whom it may concern,

I am providing a recommendation for Candace Frost for any future position of her choosing. I have had the pleasure of interviewing, hiring and working alongside Candace at a very high capacity since January, 2013 during her contracted position with Genesis10 for one of our clients. During this time I also functioned as her direct supervisor, thus, I am well-versed in her capabilities. Candace’s Logic, poise, competitive nature and ability to think outside of the box, not only made her an asset to our service Desk Team, but to Forest City Enterprises by way of superior customer service.

Candace Showed an immeasurable ability to not only quickly and efficiently learn about the applications, but also policies and troubleshooting steps in the environment. Candace showed uncanny aptitude in being adaptive in regards to various client styles and personalities and is thriving in the corporate environment. She has performed mitigation with grounds keepers and PC issues which can be difficult as well as institution of equipment for our clients VIP Personnel (including the President of the company, CTO and numerous VP’s). Her receptive and positive attitude afforded her to act as some of our client’s “go –to tech” as she is relentless in her approach to get things done at any cost for her customers –providing cradle to the grave resolution well beyond base level Service Desk abilities.

Candace is a team leader, (literally – leading in production and effectiveness after her first month of training). She is also an affective team player, which makes her an asset to any environment. Candace volunteered to be our service desks “iDevice – Guru, ” proving her own research and troubleshooting methodology to quickly and effectively setting up and training our users for any mobile apple device. This eventually, turned into support for Android and Blackberry (BES) services as well. Candace then provided documentation to the team to aid in providing a higher level of support for our customers.

Candace has the aptitude, drive, foresight, dedication and most importantly –integrity that would make her an asset to any company. Please do not mistake her easy going personality as she has one of the fiercest (positive) competitive spirits which provides her with fodder in achieving her goals. You will find this to be true when you choose to hire her.

Andrew Twiggs