IT Analyst Support

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CHERYL COLBURN 140 Miller Circle, Indian Springs Village, Alabama 35124 (c) 205.260.8223 (e) [email protected] PROFESSIONAL SUMMARY Creative and solution-focused Information Technology Support Analyst with divers e experience in pharmacy/health care operations and production; publications, education and real estate. Additional hands on experie nce in sales management, marketing and negotiations. KEY STRENGTHS • Troubleshooting and monitoring in multiple environments • Timely resolution of critical issues that consistently added value to the bottom line • Excels independently and as a team player • Calm and resourceful under pressure • Motivated by fast paced and challenging opportunities • Strong work ethic and dependable • Accountability for project management and deployment • Customer focused • Analytical and creative • Time management effectively maximized • Exceeds or meets deadlines and expectations • Excellent verbal and written communication • Detailed feedback and documentation • Self taught fast study TECHNICAL SKILLS PLATFORMS: NETWORKING: LANGUAGES: TOOLS: Windows 3.1/9x/NT/2000/XP/Vista, MS Exchange Server TCP/IP, VPN, Citrix, Ethernet, LAN, Wi-Fi HTML, CSS Microsoft Office Suite, Active Directory, Terminal Services Manager, DameWare, Heat Call Logging, Adobe Acrobat Professional, Veritas Backup Exec, Nero, Oracle, SQLPlus Worksheet, Snag It, Diskeeper Symantec/Norton/MacAfee Virus Protection, VMware, Corel Draw Suite HP/Dell Desktops, HP/Dell/Lenovo Laptops, HP/Kyocera/Xerox/Zebra/Intermec Printers, HP/Intermec/Symbol Logic/Motorola/IBML Scanners, HP and Neoware Thin Clients AUTOMED - Automated Medication Dispensing, MAVERICK Systems, SharePoint

HARDWARE:

OTHER: TRAINING • • • • •

SQL 2008/Writing Queries Microsoft Office 2007 Oracle 8.x Toad Network Administration

• • • • • • • • • • • • •

Sarbanes Oxley Compliance Citrix Winframe HTML 4 I, II, III HIPAA Intro to Performance Management Diversity Training Medicare Part D Compliance MS Access 2003 MS Excel 2003 HP Asset Management Performance Management Goal Setting Handling PHI Enterprise Methodology

EXPERIENCE 2005-2010 CVS CAREMARK CORPORATION, Birmingham, Alabama INFORMATION TECHNOLOGY PRODUCTION SUPPORT ANALYST Night shift support for the Birmingham Mail Order Pharmacy. Maintained optimal operation of the facility by proactively supporting customers, systems, equipment and applications relevant to production. • Independently deployed 80% of annual refresh of obsolete equipment,operating systems and software two weeks prior to deadline. • Maintained obsolete inventory database and prepared equipment for disposal. • Consistently resolved, closed, provided customer feedback and follow up on 100% of all Heat Tickets - Personally responsible for 35% of all tickets generated in Birmingham Pharmacy. • Resolved production issues prior to discovery 50% of the time by monitoring system performance via VMware, Big Brother and DameWare. • Processing and troubleshooting knowledge of AUTOMED and MAVERICK Systems proprietary to CVS Caremark Corporation. • Expedited Oracle 10G upgrade by assisting senior analysts, teams leads and programmers with code push, settings and test scenarios. • Recognized as Employee of the Month September and February 2006, Employee of 3rd Quarter 2007 and QPA Wall of Excellence February and May 2010. 2005 UNIVERSITY OF ALABAMA AT BIRMINGHAM, Birmingham, Alabama INFORMATION TECHNOLOGY HELP DESK SUPPORT Tier I support and key in researching, solving, escalating and tracking calls to the AskIT Help Desk. • Accountable to correctly document procedures and resolutions. • Assisted with web updates and maintenance when necessary. 2004-2005 UNIVERSITY OF ALABAMA AT BIRMINGHAM, Birmingham, Alabama PAYROLL TECHNICAL MANAGER Managed, recommended and tested technical issues and resolutions within the Payr oll Department. • Participated in completing payroll for both exempt and nonexempt employees which amounted to $6,000,000 per month. • Maintained and upgraded all payroll technical equipment. Made

recommendations and purchases to enhance productivity. 1998-2004 COOK PUBLICATIONS, INCORPORATED, Birmingham, Alabama INFORMATION TECHNOLOGY SUPPORT ADMINISTRATOR Assisted and acted as Network Administrator and in daily operations. Supported and trained on both hardware and software application use as well as solving problems associated with both PC & MAC platforms. On call 24/ 7. • Self taught IT Professional that trained in publishing and production processing specialization at home. ADDITIONAL EXPERIENCE 1996-1998 AWTREY REALTY & DEVELOPMENT, Hoover, Alabama DIRECTOR OF MARKETING AND SALES • Award of Excellence 1997 - recognized for creative and analytical contributions. 1990-1996 THE BIRMINGHAM NEWS, Birmingham, Alabama INDEPENDENT DISTRIBUTOR • Distributor of the Year 1994 - 2,200 Customers EDUCATION 1983-1986 SUNY COLLEGE AT BUFFALO, Buffalo, New York BACHELOR OF SCIENCE IN BUSINESS • 100% financed through part time employment.

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