Project Administration
Katoshia M. Moore
Dallas, Texas
KATOSHIAMOORE@GMAIL.COM
Top notch solution-driven IT professional who enjoys identifying problems, developing and implementing company procedures, and writing technical reports. A proven IT professional with an in depth understanding of all aspects of supporting the delivery of new and existing products and business enhancements that enable individuals and organizations to improve quality and productivity. Experienced in Finance, Software, Medical, Technology & Health and Wellness industries. Certified Microsoft Office professional with strong excel skills. Offering a unique an innovative approach to solving problems and developing business solutions.
• 15+ years Direct Customer Relations and Support, 20+ years IT Development, 15+ years Analyze of Business and Client Needs
• Key Focuses: Attention to detail, Managing Projects, Delegation, Team Leader, Business Development, Experience in Planning, Manage Projects, Solve Business Challenges
Skills
• Operating Systems: Windows 10, 8.1, 8, 7, Vista, XP, Android, iOS
• Programming Languages: SQL
• Windows Server: Window Server 2008, 2003, Microsoft Exchange Server, Active Directory
• Network Technologies: OSI & TCP/IP Models, Network Mapping, Traffic Analysis, LAN/WAN, Wireless, SNMP
• Security: VPN, Firewall, Protocols, Backup/Recovery Plan
• Hardware: Computers, Laptops, iPads, Thin Clients, Printers, Faxes, VoIP, Mobile Devices-Android and iOS, RSA Tokens, Projectors, Peripherals, Switches, Routers, Hubs, Servers
• Software/Applications/Tools: Microsoft Office Suite 2000-2013, Microsoft Office 365, Microsoft Project, SharePoint, Service Now, BNC RemedyForce, Sales Force, VMware AirWatch, Micro Strategy, Oracle, PeopleSoft CRM, Remote Desktop, Citrix Remote Access, Documentum, AS400, SAP, UNIX, Kenan Billing System, Avaya Phone System, SolarWinds, FOCUS, Lotus, COBOL, DOS, Look@LAN, Look@HOST, Excel, Word, Publisher, Outlook, Access, Adobe Acrobat, Adobe Reader, Personify, Primo PDF, Numara Track-It, Push VNC, Expert Assist, and WebEx
Certifications
• Microsoft Office Specialist- Office Excel 2013
• Lean Six Sigma Green Belt
• ITIL Foundation
Education
New Horizon Computer Learning Center, Dallas, TX
• Business Administration Professional, 02/2018
• Network Systems, 06/2013
Southern Methodist University, Plano, TX
• Networking Technologies Program, 08/2006
DeVry, Irving, TX
• Computer Information System, 09/1995
Memberships
Project Management Institute
Project Management Institute Dallas Chapter
Professional Work Experience
05/2018-Present Support Business Analyst
Strive (Vizient), Irving, Texas
• Managed and maintained data currency to ensure accurate data availability for Hardware and Software managers and decision-makers regarding Service Level Agreement compliance, productivity, and performance metrics. Directly supported SVP/CIO of Technology and Development with research and data analysis.
• Created pivot tables and charts using worksheet data, modified pivot tables, sorted items and group data.
• Designed, recorded, and executed macros to automate data entry inputs.
• Excellent analytical skills which enabled the production of meaningful reports from multiple streams of data.
• Conduct ongoing performance tracking and success metrics for service desk analysts to consistently increase business operation.
• Research, update, and validate data underlying spreadsheet production which aided in filling in strategical gaps in information.
02/2017 – 03/2018 Business Administration Professional | Professional Development
New Horizon Computer Learning Center, Dallas TX
• Certified Microsoft Office Professional- Office Excel 2013
• Certified Lean Six Sigma Green Belt
• Certified ITIL Foundation
• Project Management Professional certification, anticipated completion 02/2019
• I gained a more advance knowledge of the Microsoft Office Suites and how to more efficiently use the programs to assist with my job duties and to use them as time management tools.
• From the Lean Six Sigma and ITIL I learned how to ensure the decisions made for the company or both cost effective and value creative.
• I learned how to strategize for company growth in more detail from the Project Management course.
12/2013 – 06/2016 Team Lead | Subject Matter Expert
CompuCom, Dallas, Texas
• Acted as liaison and maintained open lines of communication between all stakeholders including Project Management Team, Senior Management, End Users, and Vendors.
• Utilized service level reporting to identify trends, compromises, and needed adjustment factors for the service desk to meet the requirements of the service level agreement and provided daily and monthly status to all stakeholders.
• Correspond reports that focused on service desk performance such as key performance indicators, service desk first call resolution, escalation tickets, call held time, and team attendance and performance.
• Identified software and hardware issues on desktop, mobile devices, printers, and point of sale equipment. Performed root cause analysis to implement a restoration of service plan.
• Documented and maintained status reports, team communication, and required improvement for service desk agents in planning for adjustments due to business needs.
• Monitored and managed team service level performance of over 4000 inbound calls per month, queue coordination and provided one on one service desk agent mentoring plan for continuous improvement.
07/2013 – 12/2013 Serviced Desk Analyst | IT Project Coordinator
DISYS (Compucom), Dallas, Texas
• Coordinated the initial contact of a $4 billion dollar company with over 14, 000 employees for Windows 7 email migration and provided daily and weekly status and workflow progress to the Project Management team.
• Managed and performed scheduling changes in SharePoint for the team of fifty migration concierges for the duration of the project.
• Assisted Project Manager’s relationship with client by providing detail correspondence to the migration concierges of workflow changes to better the completion of the project.
09/2011 – 01/2012 Computer Technician/ Desktop Support
Paranet Solutions, Dallas, Texas
• Demonstrated excellent troubleshooting and logical problem solving skills helping YMCA corporate and branch staff resolve software and hardware issues via telephone, email, remote assistance and on-site.
• Worked on the Help Desk to provide support for software, hardware, printing, and network access issues.
• Assisted Network Engineer in completing IT projects- Branch Thin Client computer replacements by desktops, configuring all organization computers to access Kronos via web, monitoring accessibility of network and laptops for Turkey Trot.
• Provided second level support to internal Help Desk to resolve user concerns with specific applications, including Windows XP, Windows 7, Microsoft Office 2003, 2007, & 2010.
• Assisted the IT Director by preparing documentation and training materials.
12/2010 – 04/2011 Network Administrator
DCAS, Plano, Texas
• Ensured availability of a multi-company network infrastructure.
• Troubleshot network performance issues and create disaster recovery plans.
• Tested and evaluated network systems to eliminate problems and make improvements.
• Worked in Active Directory dual forest and domain and apply group policies.
• Managed Microsoft Exchange and Unified messaging for corporate and remote users.
• Provided network support and technical resources to the helpdesk support representatives.
03/2007 – 03/2010 Network Administrator
Axis Dental Corporation, Coppell, Texas
• Direct report to CFO/Vice President of the company and first level contact for remote and home office employees with any technical support issues of desktops, laptops and printers.
• Performed routine management for servers, desktops, laptops detailing storage capability, performance speed and life cycle timeframe compared to the business.
• Troubleshot network usage and peripheral issues, resolve and maintain connectivity in both LAN and WAN architectures for corporate and remote users.
• Applied appropriate security patches and upgrades, address network security policies and server security issues to help implement disaster recovery plans for the network.
• Added users to the network and specify their directory structures and system access in Active Directory and 2003 Microsoft Exchange Server.
11/2006 – 03/2007 Technical Customer Support Analyst
Apex Systems, Inc., Irving, Texas
• Contractor for a major management and technology consulting firm in their Communications Line of Business.
• Working knowledge of standard pricing and provisioning campaigns in the telecommunication industry.
• Manually keyed and corrected billing orders for residential and small business customers.
Additional Information
o Key Focuses: Business Analyst, Project Coordination, Implementation, Development, Team Lead, Improvement Trainer, Documentation Reviewer, Requirement Knowledge, Delegation, Assisted Project Manager
Katoshia M. Moore
Dallas, Texas
KATOSHIAMOORE@GMAIL.COM
Top notch solution-driven IT professional who enjoys identifying problems, developing and implementing company procedures, and writing technical reports. A proven IT professional with an in depth understanding of all aspects of supporting the delivery of new and existing products and business enhancements that enable individuals and organizations to improve quality and productivity. Experienced in Finance, Software, Medical, Technology & Health and Wellness industries. Certified Microsoft Office professional with strong excel skills. Offering a unique an innovative approach to solving problems and developing business solutions.
• 15+ years Direct Customer Relations and Support, 20+ years IT Development, 15+ years Analyze of Business and Client Needs
• Key Focuses: Attention to detail, Managing Projects, Delegation, Team Leader, Business Development, Experience in Planning, Manage Projects, Solve Business Challenges
Skills
• Operating Systems: Windows 10, 8.1, 8, 7, Vista, XP, Android, iOS
• Programming Languages: SQL
• Windows Server: Window Server 2008, 2003, Microsoft Exchange Server, Active Directory
• Network Technologies: OSI & TCP/IP Models, Network Mapping, Traffic Analysis, LAN/WAN, Wireless, SNMP
• Security: VPN, Firewall, Protocols, Backup/Recovery Plan
• Hardware: Computers, Laptops, iPads, Thin Clients, Printers, Faxes, VoIP, Mobile Devices-Android and iOS, RSA Tokens, Projectors, Peripherals, Switches, Routers, Hubs, Servers
• Software/Applications/Tools: Microsoft Office Suite 2000-2013, Microsoft Office 365, Microsoft Project, SharePoint, Service Now, BNC RemedyForce, Sales Force, VMware AirWatch, Micro Strategy, Oracle, PeopleSoft CRM, Remote Desktop, Citrix Remote Access, Documentum, AS400, SAP, UNIX, Kenan Billing System, Avaya Phone System, SolarWinds, FOCUS, Lotus, COBOL, DOS, Look@LAN, Look@HOST, Excel, Word, Publisher, Outlook, Access, Adobe Acrobat, Adobe Reader, Personify, Primo PDF, Numara Track-It, Push VNC, Expert Assist, and WebEx
Certifications
• Microsoft Office Specialist- Office Excel 2013
• Lean Six Sigma Green Belt
• ITIL Foundation
Education
New Horizon Computer Learning Center, Dallas, TX
• Business Administration Professional, 02/2018
• Network Systems, 06/2013
Southern Methodist University, Plano, TX
• Networking Technologies Program, 08/2006
DeVry, Irving, TX
• Computer Information System, 09/1995
Memberships
Project Management Institute
Project Management Institute Dallas Chapter
Professional Work Experience
05/2018-Present Support Business Analyst
Strive (Vizient), Irving, Texas
• Managed and maintained data currency to ensure accurate data availability for Hardware and Software managers and decision-makers regarding Service Level Agreement compliance, productivity, and performance metrics. Directly supported SVP/CIO of Technology and Development with research and data analysis.
• Created pivot tables and charts using worksheet data, modified pivot tables, sorted items and group data.
• Designed, recorded, and executed macros to automate data entry inputs.
• Excellent analytical skills which enabled the production of meaningful reports from multiple streams of data.
• Conduct ongoing performance tracking and success metrics for service desk analysts to consistently increase business operation.
• Research, update, and validate data underlying spreadsheet production which aided in filling in strategical gaps in information.
02/2017 – 03/2018 Business Administration Professional | Professional Development
New Horizon Computer Learning Center, Dallas TX
• Certified Microsoft Office Professional- Office Excel 2013
• Certified Lean Six Sigma Green Belt
• Certified ITIL Foundation
• Project Management Professional certification, anticipated completion 02/2019
• I gained a more advance knowledge of the Microsoft Office Suites and how to more efficiently use the programs to assist with my job duties and to use them as time management tools.
• From the Lean Six Sigma and ITIL I learned how to ensure the decisions made for the company or both cost effective and value creative.
• I learned how to strategize for company growth in more detail from the Project Management course.
12/2013 – 06/2016 Team Lead | Subject Matter Expert
CompuCom, Dallas, Texas
• Acted as liaison and maintained open lines of communication between all stakeholders including Project Management Team, Senior Management, End Users, and Vendors.
• Utilized service level reporting to identify trends, compromises, and needed adjustment factors for the service desk to meet the requirements of the service level agreement and provided daily and monthly status to all stakeholders.
• Correspond reports that focused on service desk performance such as key performance indicators, service desk first call resolution, escalation tickets, call held time, and team attendance and performance.
• Identified software and hardware issues on desktop, mobile devices, printers, and point of sale equipment. Performed root cause analysis to implement a restoration of service plan.
• Documented and maintained status reports, team communication, and required improvement for service desk agents in planning for adjustments due to business needs.
• Monitored and managed team service level performance of over 4000 inbound calls per month, queue coordination and provided one on one service desk agent mentoring plan for continuous improvement.
07/2013 – 12/2013 Serviced Desk Analyst | IT Project Coordinator
DISYS (Compucom), Dallas, Texas
• Coordinated the initial contact of a $4 billion dollar company with over 14, 000 employees for Windows 7 email migration and provided daily and weekly status and workflow progress to the Project Management team.
• Managed and performed scheduling changes in SharePoint for the team of fifty migration concierges for the duration of the project.
• Assisted Project Manager’s relationship with client by providing detail correspondence to the migration concierges of workflow changes to better the completion of the project.
09/2011 – 01/2012 Computer Technician/ Desktop Support
Paranet Solutions, Dallas, Texas
• Demonstrated excellent troubleshooting and logical problem solving skills helping YMCA corporate and branch staff resolve software and hardware issues via telephone, email, remote assistance and on-site.
• Worked on the Help Desk to provide support for software, hardware, printing, and network access issues.
• Assisted Network Engineer in completing IT projects- Branch Thin Client computer replacements by desktops, configuring all organization computers to access Kronos via web, monitoring accessibility of network and laptops for Turkey Trot.
• Provided second level support to internal Help Desk to resolve user concerns with specific applications, including Windows XP, Windows 7, Microsoft Office 2003, 2007, & 2010.
• Assisted the IT Director by preparing documentation and training materials.
12/2010 – 04/2011 Network Administrator
DCAS, Plano, Texas
• Ensured availability of a multi-company network infrastructure.
• Troubleshot network performance issues and create disaster recovery plans.
• Tested and evaluated network systems to eliminate problems and make improvements.
• Worked in Active Directory dual forest and domain and apply group policies.
• Managed Microsoft Exchange and Unified messaging for corporate and remote users.
• Provided network support and technical resources to the helpdesk support representatives.
03/2007 – 03/2010 Network Administrator
Axis Dental Corporation, Coppell, Texas
• Direct report to CFO/Vice President of the company and first level contact for remote and home office employees with any technical support issues of desktops, laptops and printers.
• Performed routine management for servers, desktops, laptops detailing storage capability, performance speed and life cycle timeframe compared to the business.
• Troubleshot network usage and peripheral issues, resolve and maintain connectivity in both LAN and WAN architectures for corporate and remote users.
• Applied appropriate security patches and upgrades, address network security policies and server security issues to help implement disaster recovery plans for the network.
• Added users to the network and specify their directory structures and system access in Active Directory and 2003 Microsoft Exchange Server.
11/2006 – 03/2007 Technical Customer Support Analyst
Apex Systems, Inc., Irving, Texas
• Contractor for a major management and technology consulting firm in their Communications Line of Business.
• Working knowledge of standard pricing and provisioning campaigns in the telecommunication industry.
• Manually keyed and corrected billing orders for residential and small business customers.
Additional Information
o Key Focuses: Business Analyst, Project Coordination, Implementation, Development, Team Lead, Improvement Trainer, Documentation Reviewer, Requirement Knowledge, Delegation, Assisted Project Manager