Fred Allen

A dedicated and detail-oriented technical support professional with a demonstrated background in data entry, telecommunications, technical writing, change management, customer service, issue resolution, tracking, security, and maintaining regulatory compliance. Dedicated to customer satisfaction with a focused delivery of technical solutions. Proven leader in directing operations, maintenance, and support of complex systems.

Established capabilities in leadership, cross-department collaboration, teamwork, client relations, communication, and organization. A forward-thinking and innovative producer who implements solutions to drive customer growth, improve customer retention, reconcile issues, and generate revenue.

Change Management Analyst - fedex serviceS corporation - Memphis, Tennessee

(2019-01 - 2025-01)

• Provided information and resources to change managers participating in federated change management model.
• Trained users to become change managers.
• Trained 60 new change managers for FY24 and 57 new changer managers for FY25.
• Maintained and updated enterprise freeze peak calendar.
• Offered support to departments throughout onboarding process.
• Reviewed factors such as malware, open or close, response speed, user accounts, file system permissions, login station, time restrictions, logging of certain events, access privileges, and network security.
• Created and updated sub-process narratives and CPDs, performed testing, completed TSD, and supplied necessary documentation for QSA and auditor.
• Ensured workgroups under core operation's director were abiding by both industry regulations and government legislation.
• Assisted with change development story design and testing.
• Supported and backed up change manager for mainframe CAB.
• Served as change manager for network change advisory board.

Technical Analyst - fedex serviceS corporation - Memphis, Tennessee

(2018-01 - 2018-12)

• Provided support by monitoring AWDP exceptions and tact queues.
• Managed vendor work orders from start to completion.
• Researched and resolved issues no clear answer present.
• Added IP address assignment to network devices for FedEx locations.

Technical Analyst, Change Manager - fedex serviceS corporation - Memphis, Tennessee

(2014-01 - 2018-12)

• Provided user support and monitored Symphony Support Queue for user requests.
• Attended weekly R2 meetings, change advisory board owner meetings, and PDSM status meetings.
• Prepared change reports and metrics for ITWAR meeting.

Technical Support Specialist - FEDEX SERVICES CORPORATION - Memphis, Tennessee

(2010-01 - 2014-12)

• Provided second-level technical support to internal customers.
• Analyzed and researched data for products and included methods to reduce call volume.
• Created and modified knowledge base articles.
• Researched and resolved point-of-sales issues escalated to DGO team members.

Computer Operator - FEDEX SERVICES CORPORATION - Memphis, Tennessee

(1998-01 - 2010-12)

Bachelor of Science - Business Administration - alabama state UNIVERSITY