1. Carie Mackey
8112 Joshua Rd
Knoxville TN. 37938
Contact Number #865-389-0159
carie.mackey@gmail.com
Objective To obtain a position that will allow me to use my background in ITIL, change
management, and project management to provide an outstanding customer
experience.
Education
• B.S. in Organizational Business Management from East Tennessee
State University.
• Currently pursuing a M.S. in Project Management from City of
University of Seattle.
Technical Experience
• Advanced Software: Excel, Visio, Word, Power Point, Outlook,
Remedy, Heat, PC Anywhere, Radiant RTMS, Aloha, Kronos,
Workforce
• Intermediate Software: MS Project, Access, One Remedy, Carbon
Copy 32, VNC, FTP, Skype for business, SharePoint, Adobe, Windows
NT, Windows Server, Windows 95-10
• Hardware: Laptops, desktops, POS terminal, kiosks, all in one printers,
servers, thermal printers, ticket printers, office printers, routers,
switches, hubs, NICs, I-pads, handheld POS, credit card readers, digital
signage,
WORK SUMMARY
• 2 years project management experience
• 1 year change management experience
• ITIL foundation certified
• 7 years in an ISO 9000 certified environment
• 8 years experience using Excel for data capture and reporting
• 13 years experience creating reports, visual presentations, technical
documentation and manuals, vendor relationship management, internal
and external mass communications, purchasing of supplies and
equipment, travel arrangements, and venue planning.
• 12 years experience hiring, training, monitoring, and development of
multiple staff members in a technical support center environment
supporting multiple platforms and thousands of users
PROFESSIONAL EXPERIENCE:
EarthLink
Change Management Specialist, Knoxville, Tennessee 01/2015-02/2016
Process monitoring and control of all changes following ITIL standard practices
Evaluate all planned maintenance events for scheduling conflicts and to verify
proper procedures
Facilitate weekly CAB meetings
Notify stakeholders of expected impacts to services
Evaluation of maintenance after implementation that all process were followed
2. Reporting status of events as required
Team Lead/ Business Analyst II
AMC Entertainment Group, Leawood, Kansas 06/2007-01/2015
3rd level software and hardware support on multiple systems
Administrative support of the Heat ticketing system and call center IVR system
Interviewing and training of staff
Project management
Scheduling
Quality assurance, process evaluation, and improvement
Change management
Travel scheduling
Technical writing and maintenance of documentation
Vendor relations
Purchasing of supplies and equipment
Trend analysis reporting and short term data capture
Regal Support Technician / Team Lead
SAIC, Oak Ridge TN 01/2001-06/2007
Hiring and training of staff
Project management
Scheduling
Quality assurance, process evaluation and improvement using ITIL/ITSM and
ISO 9000 methodologies
Development, support and maintenance of the Regal customers SLA system
Trend analysis reporting and short and long term data capture
Development and support of Regal customer knowledge base for technicians and
separate online self help center for theatre managers
3rd level software support for multiple systems
ANX B2B E-Commerce Support Technician
SAIC, Oak Ridge, TN 01/2001-04/2001
Support technician in a pilot program launch of a B2B e-commerce site.
Answer incoming subscriber calls and make outbound calls for market research
and expansion.
Perform trace test and ping test to insure proper installation at customer sites.
Assist customers signing up on the ANX portal.
Collect and report site and call statistics.
Regal Support Technician
Regal Cinemas Halls TN 11/2000- 01/2001
Provided 1st, 2nd, and 3rd level software support for systems using Kronos,
Radiant Systems, Perfect Works, Arkose Works, GroupWise, Netscape, Internet
Explorer, Hyper Access, Lighthouse, ATS, and PCanywhere. Use PCanywhere
to remotely connect to sites to correct issues. Traveled, doing some fieldwork
including the installation of back office and POS system hardware and software.
Issues involve trouble-shooting network connections, Kiosks, Credit Card
Systems, PC Hardware, Time Clocks, and Internet connectivity. Supported
Operating Systems include: DOS, Windows 3.11, Windows 95, Windows NT
3.5, and NT 4.0
Certifications
ITIL Foundations
HEAT Administrator
