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225 South Jefferson St 314-910-3862 Florissant, MO 63031 [email protected]
Tammy K. Orengo
SUMMARY
2 years’ experience leading tactical service desk operations supporting 19,000+ end users
20+ years Technical Support and System Administration experience
Active directory and SAP account management experience
4 years ITIL/ITSM Incident Management Quickly adopts new process and technologies
Expert level working knowledge of Windows OS& Microsoft Office Suite environment
2 years of Knowledge Base administration SKILLS
Helpdesk Support / Lead Support
PC Hardware Maintenance
BMC Remedy RSA & Ping Authentication
IT Purchasing iOS/Android/Blackberry MS Office Suite 97, 2K, 03, 07, 16, 365
Cisco Anyconnect VPN
Customer Orientated Server Administration Windows 9X, 2K, XP, 7 Mondesk/Monapp
Novell Client Exchange PC Ghost / Bart PE Symantec Endpoint Webex Active Directory Altiris Recovery
Solutions Ideal Administration Remote Desktop and
DameWare
EXPERIENCE
Strategic Staffing Solutions December 2012 - Current Monsanto Service Desk Lead
Responsibilities include o Coaching and Development of team of 12 junior level analyst o Managed workload of team to insure 700 aged tickets (30-60 day) assigned to other teams were
monitored to closure o Actively managed over 2000 tickets created by new incoming service desk to closure by 12
legacy analysts. Thus insuring customers were given a smoother transition to the new customer service.
o Manage and monitor tactical Service Desk operations including but not limited to call volume, team phone status, critical incident management procedures during “Harvest Season”.
o Assist with transition of new service desk into organization to include: training and support documentation, guidance of Legacy process and procedure for escalation of tickets in an attempt to insure customers continued to receive outstanding customer service.
Senior Service Desk Analyst
Responsibilities include o Providing training, support, and constructive feedback for Service Desk agents in regards to
procedures, SLAs, and process adherence o Coaching and Development of team of 20+junior level analyst o Manage and monitor tactical Service Desk operations including but not limited to call volume,
team phone status, critical incident management procedures o Managing current ticket queue to insure follow up and timely resolutions. o Pulling various reports in BMC Remedy and Cisco systems to analyze metrics and identify area
of improvement
225 South Jefferson St 314-910-3862 Florissant, MO 63031 [email protected]
o Coordination ofservice desk knowledge base which includes over 1000 articles to ensure the knowledge base remains accurate and relevant
o Perform Ticket QA for 20+ Analysts to ensure and verify data quality
o Instrumental in the Talent Acquisition process for the organization Service Desk Analyst Level 1
o Perform all service desk level 1 duties to include answering calls in a high volume environment, insuring meeting SLA’s, ticket monitoring and follow up with customers to insure timely resolution of issues.
o Provide first level support for Monsanto facilities on broad range of applications and hardware.
o Supports remote employees with VPN Cisco AnyConnect and Citrix connections over
home or remote locations.
o Supports email exchange issues Outlook 2007, 2016 & 365
o Experience in troubleshooting issues with Microsoft Outlook 2007, 2016 & 365.
o Provides basic trouble shooting for many web based applications.
o Provides trouble shooting for network connectivity.
o Expected to maintain a 98% customer satisfaction with an average handle time of 10
minutes or less
o Providing over all end user technical support. o Experience using Remedy ticketing system
Ameren UE, St. Louis, MO June 2012 – December 2012 Contractor Helpdesk Representative II
o Help Desk Level II end user and IT support for migration from Windows XP to Windows 7. Work here is primary trouble tickets via remedy related to windows 7 after migration issues.
o Installation of software – to include trouble shooting any failures on installation, compatibility checking, error solving, and occasional instruction to use of upgraded software.
o Installation of hardware – printers, scanners, cameras, video drivers (in cases of dual monitors). o Windows 7 Support via remote into customer’s computers using DameWare and Remote
Desktop. o Software Testing for compatibility with Windows 7 to include both installation and checking
vendor websites to verify. o Set up policies in Viewfinity to allow customers to install unmanaged approved software which
has already been tested for compatibility. o Utilize Active Directory to insure computers are in the correct OU, moving them if necessary to
correct any issues related to being in incorrect OU.
Florida Fish & Wildlife Conservation Commission (FWC), Panama City, FL Aug 2006 - March 25, 2011 Computer Operations Specialist
o Computer Operations for FWC North-West Region Non Law Enforcement for complete computer and account support
o Maintenance and repair of all Dell office related and field related equipment. Equipment consisted of Desktop and Laptops with the various peripherals; Software included: Windows XP, MS Office entire suite 03/07, VPN, Remote Access, HEAT Trouble Ticketing, ArcGis, AutoCad, Exchange 2003, MS Map-point, Delorme, as well as a host of other software used by different biologist.
o Support of FWC Law Enforcement - Equipment included Dell Laptops, Panasonic Semi Rugged Tough-books and Getac Fully Rugged Tough-books used in the field which requires the
225 South Jefferson St 314-910-3862 Florissant, MO 63031 [email protected]
following applications and hardware configuration: VPN and Wireless card configuration; vehicle mounted GPS, printer and docking stations; Software include: Smartcop, Microsoft Mappoint, full MS Office Suite.
o Working knowledge of Polycom and Webcam conferencing. o This position required travel to various locations within the Florida North-West Region. As the
sole support representative for the region management of time and resources was necessary in order to keep all locations running smoothly.
Smart City Telecom, Celebration, FL May 2001 - Aug 2006 PC/LAN Analyst, & IT Purchase Manager
o IT Purchasing & File Management - Responsible for IT purchasing, recommendations, & pricing throughout company. Recommend all pc/printer hardware/software needed within company, work directly with vendors to get best possible price, place order for the equipment and install upon receipt. Assist IT Director with yearly budgeting for IT related equipment through-out the company.
o Performed Helpdesk / PC Tech. support - Created and assigned trouble tickets for computers and computer related equipment. Trouble shooting via remote control and hands on. Insured all repair parts and supplies were available for technicians.
o PC Analyst - responsible for repair of computers via trouble tickets assigned to me and pc upgrades. Use Ghost and / or Ideal Admin to copy user’s current files and profile before rolling out new pc (to insure less down time).
o Maintenance and support for Scout All Terrain Sub-notebooks, which are used by the Technicians. Configure CDPD, Wireless Connection and ensure RF - CDPD - Net Frame Relay Connection complete. Troubleshooting of any Scouts that are not working properly and re-imaging when necessary. Inventory of all Scouts in field and monthly preventive maintenance to ensure best possible working unit at all times.
Lockheed and Martin Corp., Orlando, FL January 2000 - May 2001 Consultant
o Performed Windows 2000 Professional upgrades installation of systems running Windows 95/98 and NT.
o Old systems were removed and new systems installed. o Re-installation of software used by customer was performed to include such software as Office
2000, QRS, SAM, Prod Ops, Appman, Previo Client Back-up Support, etc. o Used Previo Client Back-up Support Software and DNA software to back-up old data and migrate
to new system. o Configuration of user specific information performed such as setup of Outlook 2000, Office
applications with mapping to proper data locations, Internet Explorer, etc.
TEK Systems, Orlando, FL October 2000 - January 2001 Consultant
o Performed various projects for the clients of TEK Systems to include ghosting and imaging of laptop computers and upgrading new software to include Win2000, Lotus Notes and AutoCad.
o Provided Helpdesk phone support to Hard Rock Café supporting internal clients troubleshooting issues with Win2000, Lotus Notes and MS Office 2000/97, Photoshop 6.0.
U.S. Navy Regional Information Service Center (RITSC), San Diego, CA Dec 1999 to Sept 25,
2000
o Assisted in building an Internet based network that consisted of building 16 Server Racks which holds 80 Servers to include: Server Installation, Software and Hardware Installation, Computer
225 South Jefferson St 314-910-3862 Florissant, MO 63031 [email protected]
Installations, Fiber-optic runs, Exchange Admin., Account Building & Trouble Shooting (over 2400 Accounts for new customers).
o Perform daily backups and server logs. Performed daily firewall log checks to insure security and maintained user accounts on both sides of the firewall.
o Administer Install, Troubleshoot, and Maintain SQL/SMS Servers and Peripheral Equipment (in a pre-programmed language environment) for RITSC supporting 10,000 customers on 6 networks. Performed daily checks through server logs to insure security and virus breaches were detected at all times. Personally responsible for all equipment set up in 25 office cubicles.
United States Navy USS Bonhomme Richard (LHD-6), San Diego, CA April 1997 to December 1999
o Management Daily Operations of Shipboard LAN to include: New Accounts Built, Trouble-shooting completed in problem areas, Daily Backups completed and logged.
o Division Supervisor of 34 Personnel: Insured daily work was completed in a timely manner when Division Leading Supervisor was unavailable.
o Message Traffic Clerk: Management of all message traffic to include: Proper Processing and storage for over 400 messages daily. Review and have corrected any errors found in messages before signing to be transmitted. Managed message delivery for 13 embarked commands during underway periods at sea. Kept a daily record both paper file system and electronically of all messages received and transmitted. Reported to Supervisors any changes that needed to be made to improve division message handling.
o Training Petty Officer - Kept track of 34 divisional personnel’s training records to include: Assigning, tracking progress, and recording of all training necessary to be completed by an Information Systems Technician in the United States Navy. Insured personnel completed training required on or ahead of schedule and if not completed then when necessary, personal counseling was given. Kept a library of over 200 rate training and military requirement courses. Assisted in establishment of all departmental training records.
United States Navy Naval Air Station North Island Supply, San Diego, CA March 1995 to December 1996
o Management of Pre-Expended Bin Store Valued at $193,000 and assisted in reestablishing a Pre-Expended Bin adding over 300 materials and records to the store in support of first-degree aircraft engine repair.
o Performed spot and scheduled wall-to-wall inventories with 100% accuracy. o Receipt, Stowage, Inventory and Issue of consumable aircraft materials.
Security Clearance Held Top Secret Clearance w/ SBI upon discharge from Military on September 2000.
Education, Training, and Certifications Date Completed
Local Area Networks May 2002 PC Maintenance May 2002
A+ May 2002 Net+ July 2002
Intro. To Engineering July 2002 Win2K Pro Sept 2003
Win2K Server Dec. 2002 Cisco Fundamentals 1600C Dec. 2002
Win2k Networks May 2003
225 South Jefferson St 314-910-3862 Florissant, MO 63031 [email protected]
Win2k Active Directory May 2003 Cisco Router Tech. 1610C May 2003
Cisco Advanced Router Tech Aug. 2003 Digital I Aug. 2003
Linkedin - https://w w w.linkedin.com/in/tammy-orengo-6928b6114
Referrences: upon request
