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Kimberly Hathaway

Lead Analyst

1902 Generation Dr, Apt A


Raleigh, NC 27612
919.665.7280
Kahathaway76@gmail.com

,
MULTI-TASKING , FOCUS E D, QUICK LE ARNE R AN D P ROBLE M
SOLVER IN SEARCH OF A TECH POSITION TO EVOLVE AND GROW
W I T HI N A ST RON G O RGAN I Z ATI O N

KEY
COMPETENCE
Widows 7
Server 2008
Active Directory
Citrix
Service Now
Change Auditor
Lotus Notes
RSA
Global Protect
Cyber Ark
VDI
SAP
VMWare
Access Now
SED
Outlook
Word
Excel
PowerPoint

E D U C ATI O N

August 2003
Masters of Education
Simmons College
May 1999
Bachelors of Arts in
Communication
Minor in English

CAREER ACHIEVEMENTS
Lead Analyst, HCL America Inc
May 2015 Present

Level I Analyst
Answer customer calls, web chats to solve technical hardware and
software issues in a high call volume service desk. First contact
resolution average 88%. Call time average 15 minutes. In addition,
resolved assigned customer created web tickets.
Tier II
Manage special project groups - queue management, VIP, Escalation,
MDM, Analysts on PIP plans in addition Coached agents through
technical ticket audits and data provided to determine strengths and
weaknesses of analysts for FCR, CSATs, and level 1 troubleshooting
issues not resolved.
Assisted customers with complaints, escalations and unresolved tickets
by troubleshooting issues, collaborating with other teams, reaching out
and addressing customer concerns with management.
Operational Readiness Representative
Collaborated with Operational team to prepare service desk of upcoming
IT project initiatives by reviewing and testing Knowledge base articles to
modify articles for functional changes. Assisted in creating training
schedules and modules prior to go live.
Communications Point of Contact
Post notification on IT communication SharePoint(curator), Yammer
Service DeskHCL(owner), service desk DL, and inform manager and
global manager of upcoming changes and trainings in addition to
monitoring Notification Mailbox for upcoming changes
Trainer
Working with service delivery manager to expedite trainings based on
auto created and self-generated training modules for service desk.
Created training schedule and led trainings for service desk.
Responsible for monitoring completion of training and coaching analysts
that required extra support.
Critical Incident Management Representative
Determine P1 level incidents received to service desk qualify for Critical
Status and reach out to CIM on duty or Command center to create
Critical Priority Tickets as well as be the service desk point of contact for
bridge calls during critical while communicating issues and updates with
all service desk analysts in multiple locations.

ADDITIONAL EXPERIENCE
Technology Assistant, Douglas Creative Arts and Science ES

Raleigh, NC February 2011- April 2015

Collaborated with teachers to incorporate the technology standards into all curriculum areas
and created lessons for differentiated mini units to students in grades K through 5 in basic
computer and application using different forms of technology including laptops, smartboards,
iPads and itouch.
Led professional development meetings to train all staff with hardware and software
applications.
Handled all technical troubleshooting in house and followed proper procedures for escalating
issues to central level as needed.
Implemented, purchased and inventoried new technology based on school wide vision
developed from Technology team that I co-chaired.

Technology Assistant, Oak Grove ES & Brentwood Elementary Engineering Magnet ES


Cary, NC 1/11-10/11 and Raleigh, NC 10/11/-2/12

Created and taught technology lessons to a diverse population of kindergarten through 5th
grade students.

Attended all meetings and trainings for classroom development as well as in educational
software to implement during Lab times.

Managed and designed classroom behavior incentive program.


Virtual Assistant, Dakno
Raleigh, NC 12/08 1/09, 10/10 2/11

Correspond with clients regarding site issues and modifications.

Assign tasks to team members and follow ups for timely completion.

Review and compare client sites for change requests and error issues.
Teacher 2nd Grade, Oak Grove Elementary
Cary, NC 12/06 2/07

Created and implemented lessons for all curriculums to a group of 24 homogeneous students.

Created and implemented lessons for all curriculums to a group of 24 students.

Supervised teaching assistant in day to day tasks as well as assigned projects to be


completed.

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