SUSAN (SUE) POPEJOY
506 N.
Gordon~
HOME~316-260-3436
CELL~316-516-9247 FAX~316-838-3253
Objective: I am a
skilled helpdesk and systems analyst, a certified technical trainer and project
coordinator. I determine problems, configurations, performance and operational
management issues. I effectively
communicate with end users, practice sound documentation and adhere to
processes and security policies making sure customer delivery systems
requirements are met. I seek a direct-hire position with a world-class
organization that will provide a challenging work environment and an
opportunity for advancement based on my performance, work ethics, and abilities
to contribute to the company's goals, objectives and prosperity
Summary of Skills:
Possess over 10 years of computing skills in systems
analysis and design, computer support, end-user documentation and training,
database design and project management.
Keep detailed documentation; use analytical skills;
effectively communicate with internal and external vendors.
Familiar with most IBM-compatible microprocessors and
peripherals; Win95, Win98, Win2000 ME, WinNT, XP--Pro and Home Versions;
Microsoft Office Suite-all applications including Word, Excel, Access,
PowerPoint, Outlook, Publisher, FrontPage, Project, Visio, Lotus Notes/Domino
Familiar with emulators such as Exceed, Rumba and (REMEDY)
Action Request System ticketing software
Have written some code in C++, Visual Basic, HTML and SQL
Configured protocols TCP/IP; LAN configuring; DHCP network
maintenance; Wireless configuration (Linksys)
Installed and maintained local area network hardware and
software, including servers and peripherals
Provide support to and train users in local area and offsite
network administration and usage and desktop support.
Web Development-FrontPage and Cascading Style Sheets; Adobe
INDesign; Photoshop, Digital Imaging; graphics management using photo editing
software.
Volunteered to head up Boeing/EHD United Way Christmas
campaign and represented Boeing Wichita CommTeam
Support of Sarbanes-Oxley, ITIL and SEI/CMM processes and procedures.
Education
1999—2000 Friends University, Wichita, KS 3.8 GPA
Completion of Computer Information Systems Bachelors Degree
Program
Associates Degree in Dental Hygiene from Wichita State
University 3.5 GPA
120 hours in general Studies obtained from Nebraska and
Kansas
Certifications
MOUS certified (Microsoft Office User Specialist) 1999
CTT+ certified (Certified Technical Trainer—Comptia) 1999
Sept 06
to May 07—Cargill Meat Solutions Wichita as a Contractor for TriCom Technical
Services. Client Services Team Analyst
Supported
6000 users across North America as a member of the Client Team Business
Continuation services. I had full domain
admin rights.
Site coordinator for the Milwaukee Exchange migration project that
involved coordinating correspondence to 300 users about their email services
going to an exchange server. Tasks
included correspondence with principles in acting upon deletion of old data;
cleaning up mailboxes of users over 150mb; Verifying PDL’s; keeping master list
updated; selecting users for Pilot Migration; apps hitting the old server;
deploying a temporary Migration PC to facilitate a practice run of data
migration; adding it in Active Directory to appropriate OU’s and group policy;
following up on any errors or problems.
I also assisted in a major Dell battery check; Pushed SP2 automatically
through created jobs in Altiris; imaged several PC’s with XP SP2 version; and
joined the software Compliance team which included writing up installation
instructions of incoming software; ordering packaging of software; testing the
completed packages; creating jobs on the DS Altiris consoles to push software
packages to various users and sites. I
was also involved in deploying the backup software for remote users and
assisting them with running snapshots of their files via Altiris Recovery
Systems.
January
2006 to May 2006—Cessna/Textron Aircraft Company as a Contractor for CSC
(Computer Sciences Corporation) and TCML (The Computer Merchant, Ltd.) Second Level Helpdesk Analyst
Answering technical questions for Cessna employees and
servicing as 2nd level support for Textron employees.
Resolving issues by remoting into end users computers
Supporting Windows 95, 98, NT 4.0, Microsoft Office 95, Office 2000, and Office
2003, Microsoft Outlook, AS/400, RS600, Mainframe, SMS, CRS, VPN, Security
Tokens, Peregrine, Microsoft Exchange Administrator, Netscape, Internet
Explorer, as well as trouble-shooting PC, printers, and peripheral devices
Logging 30-50 calls a day
Working the security access queue; contacting end users and
resolving ticket 50 days or older.
Using ticket system USD (Unicenter Service Desk). Psynch and Active
Directory.
Assisting clients from international Textron entities to
national Cessna and Textron vendors.
Tracking calls and tickets for high priority issues
Access issues into SAP, Peoplesoft, PMP, Captura, IMSProd,
CICS, TSOP, Vastera, Ariba
October 2005 to
December 2005—Boeing Wichita as a Contractor for the
R.L. YOH Company. NMC Analyst (Network Management Center)
Proactively monitored The Boeing Company Network, Worldwide,
365 days, 7x24,
Perform 1st and 2nd level network troubleshooting, event
correlation, and network event management
Coordinate network restoration with internal and external
service providers.
Investigate, correlate, isolate, discover customer impact,
engage and manage incident through final resolution and customer
acknowledgement
Track problems until resolved utilizing Boeing Action
Request System (BARS)
24 x 7 x 365 monitoring and response
Utilizing SAP queries
Proactive monitoring for new virus threats
Out of band communication with the Department of Homeland
Security for advanced threat notification
Required 30-minute response time
Track and manage problems until resolved utilizing MainTask
/ SubTask relationship within BARS.
Implement using tools such as: Exceed, NetPro, NetCool, TAC
ACS; Sita; CMI, (Centralized Monitoring Integration), NNM (Network Node
Manager) SNAP,(Site Notification and Profile) and many others. Avaya
support.
July 19, 2004—October 4, 2005—KS
Univ. School of Medicine-Wichita,
Preventive Medicine/Public Health
KS Chautauqua Informatics Project
Coordinator and Instructor
Coordinator and Technical Instructor for a Project sponsored
and funded by several Public Health entities to bring computer training and
informatics knowledge to State Public Health Employees.
Contributed to over $48,000 in revenue for the Preventive
Medicine/Public Health Department from Aug 2004 to Oct 2005
Set up and maintained an ad-hoc wireless network of laptops
and a server which is easily transportable for traveling to Kansas county
health departments
Researched and made recommendations for software usage, best
practices and procedures.
Created a handbook on procedures for this position
Developed curriculum specific to public health workers needs
which includes:
Writing step-by-step tasks and using print screens to
illustrate steps
Analyzed participants skill levels through assessment
process:
Used
ProveIT, a Kenexa product; to measure computing knowledge levels for the
purpose of customizing the training needs of the participants
Recommended
training levels through the analysis and results of assessments scores
Documentation and Data input, which includes:
Created
master spreadsheets for main data input and record keeping
Filtered and
queried data for specific reports
Integrated
data into database formats
Charted and
graphed data for evaluation and analysis purposes
Presented
the data in an understandable format.
Database Development used for:
Tracked
demographical analysis of participants in the project
Gathering
analysis of evaluations used for progression and improvement
Kept records
of attendance for statistical and scientific information
Technical support:
Troubleshooting
co-workers application problems
Assisted
participants with software & hardware computing issues
Contact administrators of county health departments and
determine and set up training sessions
Developing
consistent, positive relationships with outside agencies and public health
employees such as KDHE, (KS Dept of Health and Environment) KHF, (KS Health
Foundation), KALHD, (KS Assoc of Local Health Depts)
Set up, conduct training session, assist participants, use
examples, demonstrate procedures, tear down and pack up
Traveled at least six days a month, which included;
Setting up
travel arrangements
Used a state
vehicle and state credit card
Represented
KU across the State of KS
September 6, 2003- July 15,
2004—Boeing Wichita as a Contractor for TekSystems
Enterprise Help Desk Analyst 2
Computing End User Assistant supporting Enterprise Help Desk
Provided Technical Assistance and support to end users of
delivery systems hardware, soft ware and network to resolve computing problems.
Worked in a highly stress oriented environment where
patience and ethical communication were practiced with end-users
Managed multiple Help Desk tools and troubleshooting;
analyzed and documented calls via Remedy ticket software
Determined on a daily basis configuration; problem,
performance, and operational management issues
Adhered to processes and security policies and made sure
customer delivery systems requirements are met
Assisted customers remotely and via email communication
WebEx, NetMeeting and SMS tools.
Remote access procedures such as:
Citrix, VPN, IPSec, zToken
Strong customer service skills and communication with
diverse audience
Second Level Desktop Analyst working more complicated
tickets
EHD Communication Team Newsletter rep for Wichita
Knowledgeable in: BOSS, Blue Pumpkin, Travel Manager, Exceed
& Rumba emulators, HP Webjet Admin, PeopleSoft password resets, Courion
password resets & synchronize accounts, Advanced Security Token, X-509
Security Tokens, roaming profiles, Active Directory and numerous others.
Site Project Coordinator Duties for Exchange Migration @ Cargill.