Edwin Chalumeau

Experience

Monitor system performance and respond to various system alerts and provide initial problem diagnosis and/or resolution
Support Internal Communication Lead on intranet management system and maintain active communities
Install, update, and remediate antivirus client for servers and computers
Gather data pertaining to customer needs, and use the information to identify, design, evaluate, and develop system requirements
Provide technical guidance, mentorship, and assistance to information technology interns and specialist

Onboarded new employees, procured equipment, set up accounts and managed proper equipment hand off
Coordinated and ensured data integrity for employee system moves to other Oxfam affiliates
Conducted audits as lead to ensure accurate information of Oxfam America’s assets.
Provided Level 1 & Level 2 end-user support via helpdesk, Microsoft Teams, and walk-ups
Deployed and retrieved computer hardware within offices or remotely by shipping

Provided industry-specific coaching and training to clientele on how AI will develop their staff workflow
Presented findings to clientele and organized team meetings
Participated in requirements meetings to understand business needs
Collected data for clients and the business through interviews with vendors and analysis of data and documents
Brainstormed strategies for growth, positive change, and improvement on developing the organization’s knowledge management system

Provided general support, administration, and maintenance of ServiceNow platform and associated applications for Oxfam America
Lead the implementation of ServiceNow Discovery and Purchase Ordering System
Developed suggestions and ideas on how to make ServiceNow more integrated with Oxfam America's workflows (New Hires and Terminations)
Supported 8x8 Phone System by configuring phones and helping users with phone-related questions
Created business intelligence reports for commonly asked questions from HR (Diversity Report, Benefit Report, Turnover Report, Beneficiary Report)

Supported introductory, 360, midyear, and annual reviews; managed the dashboard and reporting of reviews to HR and provide support to staff
Kept all support documentations and FAQ on the intranet up to date. Provided training as needed
Coordinated all activity in the Learning Management System (LMS) including adding instructor led courses, registration and dashboard management
Improved operation workflows in system ticketing system as well as first point of support on system ticketing system
Handled confidential and sensitive information with discretion

Tufts University | Master of Science in Engineering Management August 2019 to August 2021
Syracuse University | Bachelor of Science in Information Management and Technology August 2010 to December 2014