Melesa Baur Quimby
Vicksburg
Summary
Extensive customer service experience assisting customers with common repeatable issues such as logging on, completing a process, and correcting errors. Establish and update help desk standard operating procedures and policies. Prepare agendas and have regular meetings with staff to review ongoing issues, changes in procedure and policy, and any other items of interest to ensure help desk staff are knowledgeable about their duties and how to perform them. Prepare and analyze metric data to be used in stakeholder reporting.
Overview
24
24
years of professional experience
Work History
Help Desk Manager
Lawe Lawe Defense Inc
10.2023 - Current
- Manage a staff of help desk analysts who answer user questions and assist with system issues related to application functions in support of 2 Corps of Engineers Real Estate software systems.
- Helped Tripoint Solutions to establish help desk services that are dedicated in their support for two Real Estate software systems that were previously handled by a help desk responsible for multiple software applications.
- Establish and update help desk operating procedures and policies.
- Prepare and deliver monthly help desk status reports to stakeholders.
- Serve as the liaison between help desk staff and customers, software analysts, project managers, and other stakeholders for ticket escalations or other customer issues.
- Provide training for help desk staff members for a wide variety of subjects, such as tracking customer questions or issues in help desk ticket tracking system and help desk policies and procedures.
- Approve timesheets and requests for leave by help desk staff.
Help Desk Manager
Tripoint Solutions
10.2018 - 01.2023
- Manage a staff of help desk analysts who answer user questions and assist with system issues related to application functions in support of 2 Corps of Engineers Real Estate software systems.
- Helped Tripoint Solutions to establish help desk services that are dedicated in their support for two Real Estate software systems that were previously handled by a help desk responsible for multiple software applications.
- Establish and update help desk operating procedures and policies.
- Prepare and deliver monthly help desk status reports to stakeholders.
- Serve as the liaison between help desk staff and customers, software analysts, project managers, and other stakeholders for ticket escalations or other customer issues.
- Provide training for help desk staff members for a wide variety of subjects, such as tracking customer questions or issues in help desk ticket tracking system and help desk policies and procedures.
- Approve timesheets and requests for leave by help desk staff.
Analyst II
Next Tier Concepts
11.2014 - 10.2018
- Answer user questions and assist with system issues related to application functions in support of Corps of Engineers software systems.
- Serve as the contact between the customer and the application support team.
- Facilitate and coordinate helpdesk tickets with the appropriate support team point of contact.
- Helpdesk tickets are tracked in an automated tracking system used by the Corps of Engineers.
- Write and publish FAQ documents.
- Participate in user testing prior to application or software upgrade deployment.
- Assign user access and other administrative duties in software applications used by Corps of Engineers.
- Send email notifications and/or post notifications on the portal page to inform user community of system outages.
- Provide weekly and monthly helpdesk status reports to O&M contractor team.
- Add/edit system codes to list of values.
Business Technician
IPC (InfoPro Corporation)
05.2009 - 11.2014
- Answer questions related to many different application functions in support of ten Corps of Engineers software systems.
- Provide installation and maintenance information for necessary hardware and software needed for each application.
- Facilitate and coordinate calls with the appropriate support team point of contact.
- Serve as the contact between the customer and the support team.
- Provide initial response to calls and emails received by the help desk for Corps of Engineer software systems.
- Approve/reject customer accounts.
- Calls are tracked in an automated tracking system used by the Corps of Engineers.
- Write and publish FAQ documents.
- Assist with testing new Java versions in relation to how it will affect software application.
- Update customer information in applications help desk software.
- Participate in user testing prior to application upgrade deployment.
Help Desk Coordinator
SAIC (Science Applications International Corporation)
08.2003 - 05.2009
- Answer questions related to many different application functions in support of ten Corps of Engineers software systems.
- Provide installation and maintenance information for necessary hardware and software needed for each application.
- Facilitate and coordinate calls with the appropriate support team point of contact.
- Serve as the contact between the customer and the support team.
- Provide initial response to calls and emails received by the help desk for Corps of Engineer software systems.
- Approve/reject customer accounts.
- Calls are tracked in an automated call tracking system at the applications help desk.
Title Clerk
R&C Auto Sales
12.2004 - 12.2008
- Complete titles for vehicles sold by dealership.
- Prepare the remittance form(s) to be mailed with the completed titles for the State of Mississippi to issue titles to vehicles sold.
Senior Accounting Clerk
LeTourneau Technologies
12.2001 - 08.2003
- Enter hourly employee timecards, reconcile daily timecard reports for both payroll and job numbers, work with supervisors, employees, &/or payroll clerk to correct any errors to employee pay.
- Enter contract labor timecards, reconcile contract labor invoices, and approve those invoices for payment.
- Reconcile marine service trip hours and make any necessary corrections to the labor job number.
- Make General Ledger journal entries as directed.
- File invoices.
- Print accounts payable checks, reconcile accounts payable checks with invoices paid.
- Reconcile in-house invoices (Vicksburg-Longview).
- Participate in yearly inventory.
- Answer questions and provide documentation to auditors when needed.
Skills
- CA Unicenter
- Clientele
- Wonderdesk
- Remedy
- ServiceNow
- Primavera Project Manager
- Microsoft Office
- Jira
- Confluence
Clearances
DOD Public Trust
Years Of Experience
2
Timeline
Help Desk Manager
Lawe Lawe Defense Inc
10.2023 - Current
Help Desk Manager
Tripoint Solutions
10.2018 - 01.2023
Analyst II
Next Tier Concepts
11.2014 - 10.2018
Business Technician
IPC (InfoPro Corporation)
05.2009 - 11.2014
Title Clerk
R&C Auto Sales
12.2004 - 12.2008
Help Desk Coordinator
SAIC (Science Applications International Corporation)
08.2003 - 05.2009
Senior Accounting Clerk
LeTourneau Technologies
12.2001 - 08.2003