Donna Williams
                    216 S. Harrison St
                  Beverly Hills, FL 34465
                  Home: [Send email to request phone number] 27-3203 email : [Send email using form at bottom]
                   
Professional Experience

Fidelity Investment - Covington, Kentucky
Senior Support Specialist		March 1999 – January 2005 
•	Provided 24x7x365 1st and 2nd level software troubleshooting/support for 40
custom applications and interfaces impacting internal end users across various
campus locations in the United States, India, and Ireland. 
o	Assisted and partnered with internal companies to resolve issues and identify
root cause. 
o	Performed required on call weekend, and third shift offsite support on
rotation basis. 
o	Provided troubleshooting assistance to internal/external vendors/companies
experiencing transmission issues.
o	Software experience includes: Warehouse Management Systems (WMS, RTS, FIMOS),
Oracle, SQL, UNIX, Crystal Reports, Knowledge Management System 
o	Hardware experience includes: Automated Storage and Retrieval System,  ARC,
MOS, Intermec scanners and labelers
•	Hardware and software programming/support of various models of Intermec
scanners and labelers located onsite. Setup, maintenance, and support of Intermec
network with a wireless backbone across multiple subnets. Responsibilities also
included Intermec DCS300 Server software support, system backups, and setup of
additional scanners.
•	Vendor management responsibilities included monthly support meetings,
implementation of remote access for vendor support, and software updates/ bug
fixes. Partnered with various development teams to perform internal development
resources and Operations teams to perform necessary testing. 
•	Responsible for transition of support from development teams to the
Application Support team. Preparation of Service Level Agreement and train team
members. Authored technical documentation and posted on Knowledge Management
website and Intranet team website.
•	Member of Disaster Recovery team. Partnered with various internal companies to
setup DR environments to mirror all current production environments. Various
tasks included coordination as project manager to shutdown 150 servers located on
the campus in addition to cutover to DR environments.
•	Training and mentoring of new team members.

Awards: 
     “Shinning Star Award-Outstanding Customer Service” – October 2004
     “On the Spot Awards” given for Customer Service, Leadership, Excellent
teamwork, Quality -
              40 awards received 

Inventory Operations Workleader 		February 1993 – March 1999
•	Daily shift management of staff. Continuous leadership and training of
department employees.
•	Identified, monitored, and prepared shipments of excess materials to outside
warehouse.
•	Provided repair/troubleshoot of equipment as needed of Automated Storage and
Retrieval System, Mos, and Arc.
•	Assisted systems group, as needed, during testing of various projects.
•	Coordinated/prioritized workflow based on customer and systems demand.
Monitored and prioritized various work queues to meet internal and external
client demands.

Awards:
        “Quarterly Employee of the Year” – June 1993
        “Outstanding Quality Award” – May 1994
        “On the Spot Awards” given for Customer Service, Leadership, Excellent
teamwork, -
              32 awards received 

   




Inventory Receiver 		December 1992 – February 1993 
•	Primary function was to coordinate and supervise the setup of all movement
within Inventory Operation during consolidation of all inventories from Dallas
and Boston warehouses to new warehouse located in Kentucky. Coordinated high
priority material needed at the Kentucky warehouse for processing.
•	Received materials from consolidation sites and vendors.
•	Spearheaded the transition of Dallas operations knowledge and trained new
employees.
•	Acted as Operations Liaison to the systems group for hardware support of the
AS/RS system and interfaces with Warehouse Management System. 

Awards: 
      “On the Spot Awards” given for Customer Service, Leadership, Excellent
teamwork, Quality -
              2 awards received 


Fidelity Investments- Dallas, Texas

Material Handler II Bulk Shipping Department 	November 1991 – December 1992
•	Pulled and prepared materials for external and internal customer shipments.
Quality checks performed to ensure SEC regulations were being met.
•	Monitored material usage in Bulk locations. Added/removed inventory as needed.
Daily maintenance also performed to meet SEC regulations. Ordered daily
replenishments of material from main warehouse to locations.
•	Processed/packed/shipped Bulk Month End Statements to external companies
participating in 401k programs.
•	Trained and mentored new hires.

Skills

 
•	ARC
•	AS/RS (Automated Storage and Retrieval System )
•	Crystal Reports
•	Knowledge Management System
•	MOS
•	Intermec Scanners and Labelers
•	Oracle
•	SQL
•	UNIX
•	Warehouse Management Systems (WMS, RTS, FIMOS)