Resume

WORK EXPERIENCE

Help Desk Analyst – Thedacare 6/1/2021 – present

1) Customer service troubleshooting IS issues; phones; computers/monitors; analyzers; signature pads; connectivity issues; excel/word/file issues; outlook; zoom; etc.

2) Problem-solving to determine where to escalate issues.

3) Multitasking – monitoring/utilization of software, including:

• ServiceNow – Ticketing system; submit tickets; create tasks; create and approve KB articles.
• Changegear – Ticketing system.
• Active Directory – Reset and unlock user accounts. Add group application access to accounts.
• Citrix Remote Assist – Log off stuck citrix sessions and remote assist.
• Computer Manager – Close open files for other users to view.
• Connectwise – Remote in to assist users with a variety of computer/device issues.
• Epic Hyperspace – Reset passwords; unlock accounts; change status during maintenance downtimes; switch templates for role changes.
• Solarwinds – Monitor for critical nodes.
• Airwatch – Reset pins for iPads and iPhones.
• Cisco Unit Connect – Unlock and reset pin numbers for phones.
• PACS – Reset passwords.
• Securedoc – Complete dual-factor authentication data-response to unlock device.
• Imprivata – Enroll users for dual-factor authentication.
• XMatters – Ticketing system for critical down nodes via SolarWinds.
• MH Cure Mobile Heartbeat – Switch phone numbers as users relocate.
• Ground Control – Release unpaired or overdue phones; restart launchpad; restart mac mini; deploy phones.
• Gordon Flesch – Submit printer related tickets.
• Print Admin – Add default printers and clients.
• Microsoft Exchange – Enable Exchange Activesync for mobile users to have access to email on their phones.
• Clarity data check – monitor for Errors and Failures.

Business Analyst-VF Outdoor Appleton, WI 3/16/2020- 5/14/2021

• Report Specialist-BI Support
  • SAP S/4 hana /Business Objects. Use of SQL expressions to develop reports.
  • ALM – Application Lifecycle Management when testing in QA; Validation; Reconciliation; IT support though submission of defects.
  • Cognos: Report Development; Educating Business Users; Provide Access; Validation for upgrade; Testing
  • Excel: Data manipulation; Graphs; Pivot Tables; V-Look Ups
  • Ticket Submission: Access Issues; Data Duplication; Table Joins
  • Data Validation and Creation of Glossary

• User Interface Design-Form Design
• Technical Documents – creation of user guides

Real Estate Salesperson, WI                                                          

• Property Management                                                   2002-present
  • Advertise property           
  • Schedule & perform showings
  • Complete required documents (lease, addendum, etc.)
  • Schedule maintenance and repairs
• Sales, Milwaukee, WI                                                                                  2002-2003
  • Buyer
  • Seller Agent

Caregiver – HomeInstead, Appleton, WI                                                     2016-2017

Head Soccer Coach: D Licensed

• KASA (Kimberly Area Soccer Association), Kimberly, W 2004-2013         
• NEW United Soccer Club, Appleton, WI                                              2013-2016

EDUCATION

University of Wisconsin-Milwaukee,      Graduated December 2019

• Bachelor of Science Degree in Information Science & Technology       
• GPA 4.0

Real Estate Sales Person Cert., 2002

Relevant Coursework

• ServiceNow Fundamentals
• Real Estate Continuing Education – Biennially
• Internet Communication and Information Transfer
• Security 1
• Security 2
• Cisco 1
• Web 1
• Systems Analysis
• Help Desk Specialist (LinkedIn)
  • Windows 10 Administration
  • Windows 10 Management and Maintenance
  • PC Maintenance and Performance
  • Troubleshooting Common PC Issues for Users
  • CompTIA
  • Innovative Customer Service Technician
  • Communication Foundations
  • Writing customer service emails
  • Phone based customer service
  • Time management fundamentals
  • Decision-making strategies
  • Teamwork foundations
  • Conflict resolution foundations

TECHNOLOGY SKILLS

• MySQL – expression logic for Cognos and BusinessObjects Reporting.
• Testing in QA environment and use of ALM.
• Oracle Academy Database Design
  • Analyzed business scenarios for data requirements and relationships
  • Developed conceptual data models (Entity Relationship Diagrams)
  • Normalized the data models and mapped to physical database structure
  • Created Data Definition Language (DDL) statements to define tables, attributes, and data types
• Oracle Academy Database Programming with SQL
  • Implemented a physical database using Oracle Application Express (APEX)
  • Executed SQL statements including complex SELECT, JOIN, Group Functions, and Sub-queries
  • Created Primary and Secondary keys and enforced data integrity by applying Constraints
  • Created VIEWs with derived data and aliases
• Business Management
  • Microsoft Excel
  • Microsoft Access
  • Microsoft Project/PMBOK
  • Microsoft Visio
  • Data Analytics/Power BI/Tableau
• Cisco Router Configuration and Networking
• Web Design/User Design
• WordPress
• PHP
• Python
• HTML
• CSS
• Actionscript/Adobe Animate

LEADERSHIP –

Project Lead of the following:                                          Fall 2017 – Spring 2019

• Senior Capstone – Project Manager
  • Microsoft Project 2016 & WBS
  • Project Management Institute: PMBOK
  • Schedule Management of the Project
  • Scope Management of the Project
  • Strong Leadership and Communication skills
• Systems Analysis & Design – Development of Information System
• Human Factors in Information Seeking and Use – User interface design for website
• Business Writing – Pecha Kucha project

Contact Information:

920.243.8924 kathleendeboer9@icloud.com