DEBRA LOTT
7524 S. Ridgeland Ave. * Chicago, Illinois 60649
* [Send email to request phone number] 24.0621
SAP/Helpdesk Support Analyst
Solutions-focused professional with 10+ years ' experience providing rapid and
client focused technical support to 300+ users. Demonstrated capacity to identify
root cause and direct users to lasting resolutions. Adept at articulating complex
technical concepts to users of varying technical understanding. Well versed in a
variety of common operating systems, applications, and hardware with proven
ability to master new tools and technologies quickly. Outstanding interpersonal
strengths illustrated by multiple service awards.
AREAS OF EXPERTISE:
* Troubleshooting & Issue Resolution * Root Cause Analysis
* End-user Training and Support * Rapid Ticket Response Times
* Client Relationship Management * Detailed Documentation
* SAP Security 3.1H, 4.0B 4.6C * SAP ECC, Portal, and Modules: MM, SD, FI/CO
TECHNICAL PROFICIENCIES:
Hardware: Dell, Scanners, Lexmark printers, IBM notebooks, Digital Projectors,
Brother fax machines.
APPLICATIONS: Microsoft Office, McAfee Anti-virus, HP OpenView Trouble Ticket /
Remedy, SAP, Adobe, Outlook , Word, Excel, Active Directory, Power Point,
Symantec Ghost, LANDesk, Citrix, GroupWise, PC Anywhere.
Certificates/ Certifications: CompTIA A+, CompTIA Network +, SAP Security
Certificate (CA940),
Helpdesk Certified 1997
Platforms: Windows XP/Vista, UNIX, and Linux
PROFESSIONAL EXPIRENCE
Insight Global/BP Elite 07/2009 “ 02/2010
Desktop Helpdesk Tier 1
Currently support Tier 1 and Tier 2 customers globally working on BP Retalix
systems. Work with several systems troubleshooting hardware such as Veriphones
(credit card servers), DW7700/ DW6030 servers as well as supporting users who are
conducting back office operations working on the BP Retalix System. Other
responsibilities include documenting information and providing customer service
when working with and supporting customers with networking, POS (point of sale),
or issues involving users working with SAP. I resolve 85% of calls during the
first point of contact but when needed I use the Inquira database to research and
resolve system issues. All tickets from each call are stored in Siebel.
HARVEY NASH / WW GRAINGER, Niles, Illinois 12/2008 * 02/2009
System Support Coordinator
Supported end-users and assisted with day-to-day SAP problems as well as
providing support for desktop and laptop issues. In SAP I provided support
involving materials management, sales and distribution and customer relationship
management as well as troubleshooting and resetting SAP user ids. I also was
responsible for entering in problem issues in HP OpenView and follow-up with
customers from beginning to end until their problem was resolved. I also worked
with other applications when needed to support end-user with further help or
instructions using GroupWise, Outlook and PC Anywhere.
DEBRA LOTT
Key Achievements:
* Outperformed peers by maintaining outstanding technical support service
resolved 50% of all
trouble tickets without escalation to senior support specialist within the
first week of employment.
* I was able to resolve 40% of desktop problems and walk end-users threw how to
resolve problems if
situations or issues with their desktop arise again.
* Outperformed peers when it came to understanding SAP modules such as Sales
and Distribution, SAP
security, Materials Management, Warehouse Management and Inventory Management.
PRAIRIE MATERIAL SALES, Bridgeview, Illinois 04/2001 * 04/2008
System Support Analyst
30% of my responsibility was working with end users and ABAPers defining and
resolving SAP problems. This may involve running reports or creating reports and
checking for accountability. I also worked with departments such as A/P, A/R and
accounting along with programmers defining reports and making sure the reports
the programmers created or changed had accurate information in them. This may
involve me re-running reports and communicating with these departments regarding
my findings.
40% of my responsibility was working on PC, network LAN and WAN troubleshooting
and resolving problems when need. Managed and worked with active directory adding
hardware and granting end-user access. Troubleshoot hardware such as printers,
(Lexmark and Brother copy/fax machines.), and resolved 80% of all calls reported
to the helpdesk on first call. Used LANDesk for remote troubleshooting when
end-users were experiencing problems with applications such as SAP, Word, Excel,
etc. Supported users working in the Citrix application along with educating user
on why the problem occurred. Managed paper work when ordering new equipment and
involved in installing / ghosting new or existing laptops and desktops. I also
was responsible for setting up equipment before meetings and making sure desktops
or laptops had connectivity. I was responsible for the deployment of new
workstations and printers along with installing, operating systems, applications,
drivers, configuring network properties and hardware. Support disaster recovery
plans, performing regular backups and creating Ghost images of workstations prior
to upgrades. Resolve handheld equipment such as RF devices and phone equipment
including Blackberries.
30% of my responsibility was also working with SAP security. I created roles,
profiles, added new users in the system as well as working with authorization
objects and profile generator. I was responsible for making sure each user was
able to access areas they were suppose to see as well as creating reports
regarding user activity in the system. I was responsible for creating roles
specific for a user job type and making sure transports were tested before moving
them to the production client.
Key Achievements:
* Reduced user callback rate by 40% through accurate assessment of root causes
of technical issues and
consistent implementation of appropriate solutions.
* Applauded by manager and team leads for creating and training end-users on
the upgrade of SAP
4.6C.
* Created BPP 's (Best Business Practice) documents for upper management and
end-users.
* Assisted project manager on projects regarding SAP along with traveling with
manager to help assist
with training and set up of new equipment to job sites.
* Applauded by Manager and Project Manager for the security setup and
administration within SAP
4.6C. Responsible for maintaining variant configuration and printing output of
SAP documents.
* Responsible for coordinating add/moves at remote sites.
DEBRA LOTT
WW Grainger, Niles, Illinois 11/1994 * 04/2001
System Support Analyst
Supported end-users and assisted with training when implementing SAP. Provide
support to resolve end-user security problems in SAP. Troubleshoot and resolve
PC, server, hubs, routers, switches, as well as document problems in Remedy. Used
UNIX to troubleshoot printer and server problems. Provided weekend support for
end-users working in SAP.
* Applauded by manager for starting a process to cross train end-users in areas
they were interested in.
Associate Customer Development Representative
Provide support to managers to help increase sales. Assisted account managers
with presentations. Responsible for mailings, faxes, quotes and day-to-day task
to help increase sales.
Replacement Part Specialist
Worked with development team on special projects when new or existing parts are
being added to catalog items. Responsible for administration of new customer
accounts. Responsible for maintaining policies set by managers and verifying
issues once ISO9000 certification was put into place.
EDUCATION AND TRAINNG
University of Phoenix, On-Line program, (2008- Sept., 2010)
Associate of Science in Information Technology
Major: Information Technology
GPA: 3.21
Certificates:
A+ Certificate 2007
Network + Certificate 1998
SAP Security (CA940) 2001
Certification:
Helpdesk Certified 1997
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