Michelle Conklin

Provided technical support to 4000+ internal and external employees, contractors and retirees via chat and phone. Setting up phones with proprietary applications, installing hardware and software, resetting passwords, troubleshooting communication issues to achieve company goals and increase efficiency.

• Created tickets to track issues and document customer history to provide resolution.
• Directed customers to a portal to access resources including
  frequently asked questions, ability to chat with technician, order equipment and software, ensure remote-in capabilities. add a printer to eliminate the need of technical support and increase efficiency.
• Researched, wrote and edited knowledge-based articles for use by team to resolve issues.
• Managed user/computer accounts access via Active Directory
• Worked PTC (Positive Train Control) Desk computer support via phone/radio for all UP engineers and conductors US wide

• Desktop support for the Omaha office and remote employees
• Configured, supported and performed routine maintenance of hardware and software for desktops and laptops
• Managed user/computer accounts and access via Active Directory
• Utilized ServiceNow software to manage customers support queue
• Maintained Inventory records and desktop
• Provided software and hardware training to end-users
• Worked with other IT business areas to provide support for employees and customers accessing company software

Contract with Clinical Reference Laboratories 

• Managed the implementation of all new pcs with windows 7 for the site
• Desktop support for the Omaha office and remote employees
• Configured, supported and performed routine maintenance of hardware and software for desktops and laptops
• Managed user/computer accounts and access via Active Directory
• Utilized ServiceCenter software to manage customers support queue
• Provided software and hardware training to end-user

• IT support for issues via phone support with access remotely to employee
• Configured and distributed PCs via corporate policies
• Customer support consisted of configuring, connection and installation of corporate level Multi-Function Devices.
• Training on these Multi-Function Devices.

• Managed the implementation of all new pcs with windows 7 for the site
• Desktop support for the Omaha office and remote employees
• Configured, supported and performed routine maintenance of hardware and software for desktops and laptops
• Managed user/computer accounts and access via Active Directory.
• Utilized ServiceCenter software to manage customers

• Desktop support for all Solutionary’s locations as well as external customers.
• Configure and distributed PC s via corporate policies
• Responsible for all hardware and software inventories for the company.
• Responsible for all Active Directory Maintenance as well as Group Policy Management.
• Managed Cicso Callmanager & Unity.
• Worked with other IT business areas to provide support for employees and customers accessing company software
• Assisted systems engineers on networking issues when needed
• Corporate support for all goodlink communication device
• Providing monthly and yearly hardware and software reporting statistics to management.

Bachelor of Science degree in Management Information Systems