OBJECTIVE

A professional career in enterprise Information Technology support that will allow me to grow my skillset and experience

PROFESSIONAL EXPERIENCE

Intersys Consulting, Inc. November 2014-Present

Information Technology Manager

My role has been to modernize the entire IT environment for a company experiencing hyper-growth.

Evaluated multiple IT Service Desk and Asset Management solutions, acquired and implemented Samanage

Managed acquisition and lifecycle of IT assets (computers, monitors, docking stations, phones, etc.) through the Samanage asset management system. Coordinated warranty repairs, perform on-site service and maintenance, and handled requests for service via ticketing system

Administered employee IT accounts lifecycle. Configured new accounts in Office365 and VOIP systems upon employee hire, set password policy and access levels, and close/forward accounts upon employee termination

Evaluated multiple managed Unified Communications (including VoIP) solution providers and managed the implemented Jive software and migration from Apptix, based on company requirements, throughout multiple office locations

Maintained phone system: Extensions, Direct Dial Numbers, Call Routing, Voicemail Passwords and Delivery, Web Portal, PBX Recording, Access Call Metrics

Established solution for document scanning to electronic formats via FTP server.

Escalated issues with software to vendors, including Microsoft, Apple and Juniper.

Managed vendor contracts for Grande, Dell, Apple, Apptix, Jive, Samanage, and Register.com

Researched software purchases and performed installations. (i.e. Parallel, QuickBooks Multi-Users)

Performed setup of presentation, networking, and other technology components of corporate events.

Mary A. Seng 2008 - Present

Personal Assistant to the Treasurer of University Federal Credit Union

Scheduling and organizing daily events

Assisted in presentation preparation (PowerPoint)

Assisted in reporting and metrics tracking (Excel)

Managed personal income and investment accounts

Technical support (Windows and Apple products)

Digital Motorworks, Incorporated 2007 - 2008

Technical Client Analyst

Subsidiary of ADP in the Dealer Services division

Handled data aggregation through a java-based program.

Troubleshooted connection and format issues between thousands of dealerships and several large corporations(i.e. CARFAX, OEC, GM)

Assisted in the launch of the SafeLink program which deals with an alternate connection method similar to Remote Desktop.

Dell Computers, Incorporated 2006 - 2007

Outbound Logistics Support

Contacted high priority server clients to setup parts deliveries and on-site service calls (i.e. Hospitals, large businesses)

Harte-Hanks, Incorporated 2005 - 2006

Xbox Escalation Mentor (Tier 2)

Identified, tracked, and reported various emerging issues that impacting the End User.

Provided updated documentation to the Mentor team via an internal HTML formatted document.

Trained new Mentors on job responsibilities, processes, and tools.

Helped motivate agents and boost team moral.

Updated customer histories when faxes were received

Researched and resolved variance issues for console repairs

Xbox Mentor (Tier 2)

Assisted Tier 1 agents in locating the necessary information in the resources provided for them to effectively troubleshoot and answer the End User’s questions.

Took over and resolved supervisor calls.

Took over and tracked calls where the End User was experiencing a previously undocumented issue (emerging issue).

Performed Tier 2 troubleshooting when necessary.

Xbox Customer Service Representative (Tier 1)

Answered inbound calls for Hardware and Live related Xbox issues

Determined if console was or was not in need of repair and proceeding appropriately

Assisted new and previous users in connecting to Xbox Live using their in home network

Escalated cases in need of further review to come to a satisfactory resolution

City Electric Supply, Incorporated 2008 – 2009

Links Driver

Transferred parts and paperwork to 8 locations in the Austin area.

Double R Towing, Incorporated 2005

Tow Truck Driver

Education

2011 - Current Austin Community College Austin, Texas

Focus of Study: Business

2000 - 2001 Texas Tech University Lubbock, Texas

Focus of Study: Business

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