Lateefah Coleman

IT Analyst @Catholic Charities of Baltimore

Providing technical assistance to end-users facing hardware or software issues- Installing, configuring, and maintaining computer systems and software- Perform weekly reconciliation of PC inventory (research and resolve discrepancies with Service Now (SNOW) and LANdesk)- Conducting system updates, patches, and upgrades- Troubleshooting and diagnosing technical problems through remote or on-site support- Conducting feasibility studies and impact analyses for proposed changes or projects- Work with Accounts Payable & IT Management to ensure invoices are paid and properly received in procurement database- Assisting in the development of test cases and participating in user acceptance testing (UAT) processes- Assist with PC refresh and Project Tracker Files. PC Refresh Data Prep and reporting. Assist with development and implementation of additional procurement and inventory processes- Assist with software asset management – License true-up, O365 billing and expense reporting, future inventory accounting system reconciliation- Assist with executing and publishing asset reconciliation/management reporting and dashboards- Creating detailed documentation, including business requirements, functional specifications, and user training manuals- Perform small to medium project-related tasks as assigned – e.g. site asset support – deploy, retrieve, inventory, Fax server, etc- Manage tickets as assigned in SNOW - Analyzing and interpreting data to provide insights and recommendations for business improvements- Ensure data records are accurate and updated on a timely basis- Offering excellent customer service and ensuring user satisfaction- Educating end-users on system usage and best practices.