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Danna  Krachenfels
309 Shepherds Way
Osceola, IN 46001
danna.krachenfels@comcast.net
(574) 675-9876
 

SKILLS:

Experience in the installation and support of the following software:
All Windows versions (from Windows 3.1 to Windows 7). Microsoft Office Products (Word, Excel, PowerPoint, Outlook, Internet Explorer). Clients such as Citrix Winframe, Client Access, Reflections and Extra. Various other software such as: Altiris, Vantive, Heat, Landesk, SAP, Active Directory, Sun Identity Manager (IdM), Siemens Supervisor and Cisco VPN Client.

Experienced in the installation, configuration and troubleshooting of the following hardware: Motherboards, system cards, memory, hard drives, disk drives, monitors, printers, scanners, copiers and other computer peripheral. Certified Toshiba Technician (Multifunctional Copiers, Printers, Scanners and Fax Machines), Micros POS Systems

Support for Large Volume/Multi Location Call Centers such as Cendant Corporation, Estee Lauder and Bosch LLC.

Worked with several migration teams in upgrading to Windows XP, Deploying McAfee Virus Scan, Deploying Exchange/Outlook, upgrading memory, “Wake On Lan”/Altiris server deployment, Micros Restaurant System migration and migrating a health care facility in order to facilitate an electrical health care record system.

EMPLOYMENT:
 

Paragon Development Systems              November 2011 to (Ongoing)

Installing PC’s and Thin Clients for Lakeland Healthcare as they migrate to an electronic health record system (EHR) utilizing Epic. Responsibilities included imaging computers using PXE/SCCM, project management and working to customers specifications.

Tek Systems                                                       March 2002 to (Ongoing)

IT Consulting for various companies:

·         Bosch LLC (March 2011- September 2011) User Administration using Active Directory, SUN Identity Manager (IDM) and SAP.

·         Zimmer (Various Dates) Supported a Microsoft Exchange migration via telephone support and by desktop. Called in again to work desktop support until their fiscal year ended.

·         Unisys: Setup computers, telephones and printers over a three day period including cabling for the 2010 Census.

·         AM General: (Various Dates) Assisted as needed to field support calls and assist deskside.

·         Bosch LLC (February 2006 – July 2008) Helpdesk and user administration using Active Directory, Exchange Administrator, SAP and on the AS/400 mainframe. Administered conference call accounts and auditing jobs as requested. Acted as a liason between the helpdesk and their foreign counterparts.
 

·         Estee Lauder (March 2002 – January 2006)
Performed all levels of Helpdesk Support including support for remote users,  performed various duties for desktop support and CSMG including supporting Altiris. Played key roles in Windows XP, McAfee Virus Scan Migration and a “Wake On Lan” project.

Quality Dining Inc.                                          August 2009 to March 2011
Helpdesk, Hardware and Restaurant support for Burger King, Chilis, Papa Vinos and other Quality Dining restaurants. Responsible for retail locations, ensuring connectivity through DSL, Cable connections, routers and standard telephone modems as part of daily operations and to retrieve retail business data. Played support role in a 150 store migration to a Micros retail POS system.

Cendant Corporation                                          October 1998 to July 2001

Help Desk Supervisor- Day to day responsibilities included: Supervising a 55 agent help desk which supported over 25 companies, Maintained daily statistics/phone metrics ensuring performance management and customer satisfaction. Reported to the account managers and customers on a monthly basis to account for any variances from the previous months statistics and represented the Help desk at daily problem management meetings to report on previous day’s issues. Other responsibilities included completing performance evaluations on staff, interviewing new hire candidates, maintaining daily time and attendance and staffing patterns.

Help Desk Team Leader- Acted as a liaison between Help Desk agents and other technical departments. Created procedures and documented common troubleshooting issues.

Help Desk Agent- Assisted corporate and remote users in troubleshooting, diagnosing and resolving issues. Familiar with Dial Up, VPN, Internet Browsers, Microsoft Office and home grown applications.

Saint Christopher-Ottilie                            November 1996 to October 1998

MIS Support: Solely responsible for support on all computer equipment. Supported users with hardware, software, network and mainframe issues. Set-up new agency computers, installed hardware, installed software and repaired PC’s and printers.

EDUCATION:

Island Drafting and Technical Institute.

CNA Certificate, April 1996

Help Desk 2000
Certified Help Desk Manager, July 2001

References furnished upon request

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