Summary
Overview
Work History
Education
Skills
Timeline
Generic

Karen T. Pollard

Lucama

Summary

Tier 2 Telecom Operations technical support specialists for Mobility s/w applications and devices and VoIP Lync Enterprise Voice (EV). Nine years of technical Tier 1 and Tier 2 Telecom customer support and over 20 years of excellent customer support in several corporate functional areas. Experienced in the s/w application installation and registration of MobileIron on mobile phones and wireline VoIP Lync EV subscriber data provisioning.

Overview

15
15
years of professional experience

Work History

Mobility and Telecom Operations Support

HCL America Inc.
02.2017 - Current
  • Project Manager on a company wide cost saving initiative. Gather and analyze data to convert costly copper POTS lines to a lower cost wireless solution. Communicate with points of contact at each corporate real estate site to determine the number of copper POTS lines that are still needed so they can be converted to the wireless solution and lines that are not needed can be disconnected. Communicate with company providing wireless solution to schedule installation times at each site.
  • Performs as a Tier 2 Operations support technician for MobileIron and Intune Applications, wireline VoIP Lync EV and Teams.
  • Focuses on written and oral communication with customers to resolve mobility issues and wireline Lync EV provisioning service requests.
  • Manages customer mobility incident tickets for mobility issues and telecom operations incident requests for wireline telecom issues to ensure compliance to meeting the response and resolve service level agreements.
  • Installs, registers/enrolls, and configures MobileIron and Intune on mobile devices with Android and Apple iOS platforms.
  • Troubleshoots and resolves customer issues with the MobileIron and Intune applications on mobile devices.
  • Ensures mobile devices meet the security requirements set by the CIS team to have access to Leidos information on the device.
  • Advises users when they may need to update/upgrade mobile device to meet the security requirements set by the CIS team.
  • Processes JLL request for Lync EV provisioning by creating Service Request in SNOW and meet the Service Level Agreement on those service requests.

Mobility and Telecom Operations Support (Contract)

Leidos Inc.
05.2016 - 02.2017
  • Project Manager on a company wide cost saving initiative. Gather and analyze data to convert costly copper POTS lines to a lower cost wireless solution. Communicate with points of contact at each corporate real estate site to determine the number of copper POTS lines that are still needed so they can be converted to the wireless solution and lines that are not needed can be disconnected. Communicate with company providing wireless solution to schedule installation times at each site.
  • Performs as a Tier 2 Operations support technician for MobileIron and Intune Applications, wireline VoIP Lync EV and Teams.
  • Focuses on written and oral communication with customers to resolve mobility issues and wireline Lync EV provisioning service requests.
  • Manages customer mobility incident tickets for mobility issues and telecom operations incident requests for wireline telecom issues to ensure compliance to meeting the response and resolve service level agreements.
  • Installs, registers/enrolls, and configures MobileIron and Intune on mobile devices with Android and Apple iOS platforms.
  • Troubleshoots and resolves customer issues with the MobileIron and Intune applications on mobile devices.
  • Ensures mobile devices meet the security requirements set by the CIS team to have access to Leidos information on the device.
  • Advises users when they may need to update/upgrade mobile device to meet the security requirements set by the CIS team.
  • Processes JLL request for Lync EV provisioning by creating Service Request in SNOW and meet the Service Level Agreement on those service requests.

Helpdesk Analyst

HCL America
08.2015 - 12.2015
  • Function as a Tier 1 Support Analyst providing technical support via phone for VPN and other applications (iNAV, ICOMS, Coxpass and Citrix) used by Cox employees.
  • Document cases using Service Now (SNOW) ticketing system and track full life cycle of tickets from beginning to end.
  • Use remote access to troubleshoot applications, software, hardware, networking, and operating system issues on employees’ computers via screen share in Microsoft Lync and Go-To-Assist.
  • Troubleshoot issues with mobile devices (phones and tablets with iOS and Android platforms).
  • Installing and configuring MobileIron on mobile devices.
  • Using Active Directory to check status of user accounts and passwords.

Customer Advisor

Just Tires
09.2014 - 08.2015
  • Inform customers of all service available for their vehicle and scheduled appointments for service.
  • Create and process work orders through P.O.S. system for final invoice to customer.
  • Perform opening and end of day closing procedures.

Helpdesk Analyst

Robert Half Technologies
06.2015 - 07.2015
  • Performed desk side technical support for internal employees
  • Function as a Tier 1 Support Analyst providing technical support via phone and email for VPN and other applications (iRep, Veeva, Master Control, SAP) used by Merz Representatives.
  • Document cases using Heat ticketing system and track full life cycle of tickets from beginning to end.
  • Use remote access to troubleshoot applications, software, hardware, networking, and operating system issues on representative’s computers via Web-based remote access.

Engineering Change Analyst

Computer Task Group Inc
01.2013 - 07.2014
  • Used Enovia (Project Manager software) and Oracle Agile to create Engineering Change Reports to change parts in system units and ensured new parts functioned correctly.
  • Responsible for releasing new parts for manufacturing.
  • Assisted Asset Manager to swap out hard drives, install Linux on laptops, and conduct inventory on hardware assets.

Helpdesk Analyst

Merck
11.2011 - 12.2012
  • Function as a Tier 1 Support Analyst performing in an inbound call center providing technical support for VPN and other applications (Quest, Juniper, iRep, Veeva) used by Merck Representatives.
  • Document cases using Remedy ticketing system and track full life cycle of tickets from beginning to end.
  • Use remote access to troubleshoot applications, software, hardware, networking, and operating system issues on representative’s computers via VPN and Web-based remote access.
  • Escalate tickets to the appropriate team if issue cannot be resolved at Tier 1.

Cat5 Tech

Resourceability
07.2010 - 08.2011
  • Installed and tested new Ethernet cables for proper wiring and continuity for patch panels.
  • Worked on a team of 10 technicians to execute projects for business clientele.

Education

Bachelor of Science - Computer Information

ECPI University
Raleigh, NC
07.2012

Skills

  • Operating Systems: Microsoft Windows XP, 7, 8, 10, and 11
  • Ticketing Systems: Remedy, HEAT, and Service Now (SNOW)
  • Software: MS Office, VPN, and MobileIron and Intune for mobile devices
  • Database: Active Directory
  • Networking: wireless routers, adapters, cabling, and mapping network drives
  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving

Timeline

Mobility and Telecom Operations Support

HCL America Inc.
02.2017 - Current

Mobility and Telecom Operations Support (Contract)

Leidos Inc.
05.2016 - 02.2017

Helpdesk Analyst

HCL America
08.2015 - 12.2015

Helpdesk Analyst

Robert Half Technologies
06.2015 - 07.2015

Customer Advisor

Just Tires
09.2014 - 08.2015

Engineering Change Analyst

Computer Task Group Inc
01.2013 - 07.2014

Helpdesk Analyst

Merck
11.2011 - 12.2012

Cat5 Tech

Resourceability
07.2010 - 08.2011

Bachelor of Science - Computer Information

ECPI University

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Karen T. Pollard