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Shelly Clemons

Contact Information Available Upon Request

An opportunity to grow my skills through strategic career development, and provide effective solutions utilizing my experience and
Over 20 years of experience in the IT field focusing on support coordination, process improvement, and management.
Experienced web developer and graphic artist.
Excellent oral and written communication skills for training and product documentation.
Focused and highly motivated analyst and support coordinator who takes ownership of a situation and drives it to an effective solution.
Professional Skills:
Strong believer in the rule that quality and stability are job #1. The enterprise cannot provide value if its products and systems are not
dependable to the business.

Professional Experience:

DarkerViolet Designs 1999 to Present

Managed support resources to ensure timely resolution of support issues and client’s business needs
Gathered and documented project requirements for client moves, migrations, and updates to ensure client infrastructure was current, stabile, and secure
Documented client expectations into SLA standards and coordinated available support resources to ensure SLAs were met or exceeded

St. John Francis Regis School Oct 2016 – May 2017

Director of Technology
Assisted with the implementation of Google Classroom for teachers and students
Developed and updated school website as needed
Created marketing materials as needed including several flyers and mass-mailing postcards
Yearbook Advisor – Created cover graphic image, taught student staff members how to create layouts utilizing Google
Implemented an after-school and summer coding camp for grades K-8
Managed social media presence
Some hardware and software maintenance
Book fair coordinator
Have utilized my skillset to assist with many different technical issues at the school as they occur
Whatever else was needed to assist students, teachers, and staff in the classroom, with technology, and outside of school
Converted approximately 60 end-of-life laptops into usable Chromebooks utilizing CloudReady by Neverware software 2011 to 2013

Personal Assistant / Marketing / IT
Managed internet presence of Realtor and her listed properties on various social media platforms such as Facebook, Craigslist, and Twitter
Audited contracts to verify all necessary documents were properly signed, dated, and available
Maintained current property photos online and in printed documents
Maintained integrity of all hardware and software packages

JEK Enterprises 2002 to 2003

Consultant at H&R Block
Project analyst for nationwide HRBFA office update initiative
Tracked status of each office’s hardware and software refresh and coordinated with onsite resources to insure a smooth transition with minimal business
Generated and completed QA test cases of new software packages and hardware based on business functions and requirements
Provided new product documentation and training materials, updating as needed during development

H&R Block 1998 to 2002

Technical Support Specialist II / Subject Matter Expert
Supported H&R Block’s nationwide field locations and their software/hardware configurations.
Provided new phone agents with the information and resources needed to resolve unfamiliar issues, or functioned as a second tier support point of escalation.
Generated daily reports of issues and activities for supervisory staff and management.
Maintained web based departmental intranet knowledgebase, updating content with the latest know issues and fixes, and ensuring all training and
documentation was available.
Maintained department’s ServiceWare driven repository of product information and resolutions in searchable categorized HTML based knowledge objects
Resolved any escalated support calls, especially those dealing with any peer-to-peer networking problems, modem communication problems, or printing
problems relating to proprietary software.
Attended train the trainer classes and became departments SME for H&R Block Canada’s income tax transmission software. Created and maintained training
documentation and resources to be shared with the department.
Created trainer manuals to be used in agent training, including quizzes, tests, keys, and various in-class exercises that would assist both the trainer and the new
Seasonal Assistant Supervisor
Supervised seasonal support agents, monitoring call statistics and managing attendance schedule needs.
Coordinated and presented training sessions for new support agents, and assisted them in their transition from training to the phones. Acted as second level
support when needed.
Maintained associate data related to their monthly and end-of-season reviews (call times, not ready times, attendance, call quality, use of resources) and
compiled the data into reviews and corrective action forms, when needed.
Wrote training modules, exercises, and tests for all new associates. Added all training materials plus any PowerPoint slides, screen shots, or other graphics to
the intranet site for easy access after training.
Resolved escalated calls, or, when appropriate, coached agents through their more difficult support calls.
Utilized available test labs and equipment for extensive testing of reported issues, proposed resolutions and product workarounds, and preproduction code

Technical Support Professional II

Provided phone based support of company tax and financial offices, their proprietary tax preparation software, and the ability to transmit returns to the IRS.
Attended onsite tax training to get a better holistic view of the product as it pertains to Federal tax regulations.
Included in a cross departmental training initiative to provide the key agents of all support departments with the core knowledge of all software and hardware
products and their interactions. Administered a portion of the intranet website utilized as a centralized knowledge base for all call center related departments.
Updated layout, training materials, documentation, and screen shots as needed.

Knowledgebase Summary:

Operating Systems: Hardware and Peripherals:

Microsoft Windows (95, 98, 2000, XP, Vista, Windows 7, Windows 8, Desktop, laptop, network wiring, routers, switches, printers and mobile
Windows 10) devices
(Compaq/HP, Gateway, Dell, Toshiba, Brother, Kyocera, Asus, etc)
Software Products:
Microsoft Office, Project, Visio, Expression Web, Paint Shop Pro, Adobe Development:
Acrobat Professional, Adobe Creative Cloud HTML, PHP, ASP (VBScript), CSS, Java Script

Education and Training:

Northeast Missouri State University Kirksville, MO

Longview Community College Lee’s Summit, MO

Certifications and Memberships:

United States of America Archery (USAA)

National Archery in the Schools (NASP) Level 1 Instructor

Boy Scout Merit Badge Counselor Google Certified Educator Level 1

References available upon request.