Service Management

Kristy Eichenlaub

Madison, WI

************@*******.*** - 913-***-****

Government Active Public Trust Security clearance

US Citizen

I am willing to relocate at my own expense to anywhere in the US.

Qualifying Experience:

Skill level includes but not limited to several years in IT Asset Hardware Management. Physical Inventories, Accounting, Procurement, Purchasing, and Information Technology using various applications for troubleshooting, reporting and tracking various projects simultaneously. I am proficient in Windows, MS Outlook, Word & Excel Access, Office 365, Nitro Pro, Adobe, JIRA, Deltek CostPoint, NetSuite, Service Now, IBM Big Fix / SCCM, SharePoint, Box Cloud Services and various database experience.

WORK EXPERIENCE

IT Hardware Asset management / Inventory Analyst – WPS / TEKsystems – Madison, WI – June 2018 to Present – Government Contractor for DOD

Receiving functions:

Import and manual entries of Asset information from vendor into CMDB Service Now.

Receive product in Service Now Asset Management system, include product entitlement documentation as appropriate for ongoing compliance measurement. (Business Justification, Quotes, PO, contracts)

Receive product in Deltek Costpoint ERP system.

Verify the accuracy of the data recorded/updated in the IT Asset Management System (ITAMS) and Ensure accuracy of ITAMS data, making sure anomalies are identified and addressed immediately.

Service Delivery functions:

Receive and Review customer requests for IT products ordered (Hardware) and delivery to end user or department.

Work with customer to determine appropriate product(s) for their business requirements.

Assist end-users and management with hardware requests, deployments, reporting and escalations.

Optimizing efficient usage of IT assets.

Inventory functions:

Enter product(s) requested into a Deltek Costpoint requisition with the required documentation (i.e. quotes from vendor, contracts or agreements previously approved by IS Legal and Legal, justification memo, organization and project ID for billing).

Tracking status updates on acquisition progress, working with other teams in the procurement process to ensure request(s) do not stall and are completed timely.

Work with Finance Procurement and vendor as needed to correct discrepancies.

Hardware / Software Asset Management functions:

Work with the Software Asset Management team to assist with entry and management of new and renewal software purchases, updating records, research with vendor and/or other sources to confirm entitlements WPS has purchased.

Scan and record Serial numbers and assign Asset tags to IT Hardware into Service Now and maintain adequate Inventory levels.

Track all shipments, warranties and RMA’s.

Reason for leaving: Contract to end in Dec 2018

It Asset and Inventory Analyst - Optiv Security - Overland Park, KS - October 2016 to March 2018

Receiving Responsibilities:

Consolidating inventory data from multiple sources (Excel, Access, IMB BigFix)

Reconciling these different inventory reports to Service Now CMDB

Updating Service Now CI’s with missing data

Identifying discrepancies and working with various teams to validate actual installations, updating Service Now with details

Procurement responsibilities:

I work closely with the IT Infrastructure and Service Desk teams to help coordinate procurement of all Computers and related IT equipment as well as network equipment for new offices and data centers around NA and handling all the logistics with various shipping carriers.

Works closely with Vendors to compare price and availability, obtain quotes and responsible for getting the proper approvals thru management, transitioning the quotes into Purchase Requests, then submitting the Purchase Orders to chosen vendors.

Once invoiced, I work with accounting to compare and resolve pricing discrepancies.

Hardware Asset Tracking and Warranties:

Assist with tracking, reviewing, maintaining records and databases containing warranties, Service Support License numbers/Certificates for any Infrastructure hardware that is purchased and renewals, through product lifetime.

Work with HR to allocate, assign, set-up and track remote user’s IT equipment for New Hires and terms

Inventory of all disposal equipment and excess equipment using SAGE, scheduling pick-ups and reconciling Inventory when completed.

Coordinate all RMA, repair and warranty work thru Dell, Apple, Microsoft, HP, and ViewSonic.

Reason for leaving: Workforce Reductions.

Inventory Analyst/Asset Management Specialist

TMR - Lees Summit, MO - November 2015 to October 2016 - Government Contractor for DHS

Inventory Duties:

I was responsible for 3 different programs for the Department of Homeland Security Asset Management: GSA (Government Systems Administration)

oUNICOR - dispose of excess furniture and equipment thru Leavenworth correctional facility.

oCFL - Computers for Learning – a program in which donations of excess/obsolete working IT assets were donated to minority schools and colleges.

oSAMS – Sunflower Asset Management System – where all Inventory was tracked and reported.

Maintain, check reporting issues and resolving inventory problems using Access, Excel and SAMS (Sunflower

Asset Management Systems)

Work with Office of Administrative Management to physically transfer the equipment using SAMS (Sunflower

Asset Management System within the GSA

I handle all of the disposal property and have turned all of the manual processes into a computerized system for accountability and accuracy purposes.

Process all IT equipment throughout its lifecycle from inventory intake, repairs and warranty thru disposal.

Liaison between ITAM & other departments to provide timely access to IT software deployment.

Maintaining Inventory log books to ensure accuracy; maintain records on property, inventory and supplies.

Receive incoming deliveries from dock, package shrink-wrap pallets for shipment and schedule pickup times with UPS and FedEx.

Helped with 2016 annual inventory and received an award of 99.95% for accuracy rate over $9 Million assets.

Reason for leaving: Contract ended.

Business Support Analyst, Asset Management, Inventory Analyst and IT Lease Refresh Technician

Randstad Technologies – Business Support Analyst – Client: State Street in KCMO

Randstad Technologies - Lease Refresh Technician – Client: CVS Caremark in Lee’s Summit, MO

The Computer Merchant –Inventory Analyst/Support Specialist – Client: Computer Science Corporation in OPKS

TEKsystems – Asset Management and PC Migration – Client: Waddell & Reed in Mission, KS.

August 2014 to Nov 2015 - I was a contractor for 3 separate staffing firms.

Assigned to different domains to research and compare current software applications to older out dated

versions.

Analyzing problems to identify significant factors, gather pertinent data, and recognize solutions; plan and

organize work and apply problem solving and analytical skills in all facets of this position to complete new and evolving procedures and customer needs, as well as making recommendations for improvement

Performing analysis on files, reports, and information systems and databases to update information and

maintain data integrity.

Fielded user responses in SharePoint collaborative site

Using my technical skills to assist in training and briefing sessions for team members on updated procedures for the migration from XP to Win 7

Data migration and drafting documents covering information for each process of the project.

Maintained Inventory of hardware and replaced as needed.

Ensure district computer systems, including desktop and laptop, are in configuration with agency standards

and working efficiently.

Skill in the installation, maintenance and troubleshooting of computer software, hardware and peripherals.

Ability to communicate effectively for the purpose of eliciting and disseminating information

Kept an inventory log for procurement / end user licensing

Reason for leaving: All were short term contracts that ended.

Support Engineer III / Lease Refresh & Imaging Technician

RCM Technologies and World-Wide Tech Services - Overland Park, KS - January 2010 to January 2014

I was a Contractor for Black & Veatch in Overland Park, KS.

This was 2 different contracts working for the same client - Black & Veatch. This was a total of a 4-year contract.

Worked with Asset Management to ensure software compliance for end users

Subject Matter Expert for Black & Veatch for PC Build implementing policies, documentation and proper

procedures for trainees and staff. Assisted in training of all new hires and produced ongoing training manuals, operating procedures and status reports to management.

Receiving calls, responding to routine requests for information and reviewing outgoing correspondence for

required information and format

Team Lead for Quality Control Department as well as other projects within the scope of normal work load.

Worked within Active Directory and working with SCCM.

Reason for leaving: The RCM contract was replaced by WWTS – (World Wide Tech Services). WWTS then brought in their own employees for changing business needs/contract ended.

PC Build Technician

Skill Path Seminars - Mission, KS - February 2006 to February 2009

Responsible for building all new computer systems company wide.

Troubleshoot of all hardware related issues including all Windows application as well as proprietary software

and was in charge for building all PC’s and providing remote support to end users.

Configured Routers, Modems and Printers for Remote office using various software tools WEB Ex, VNC,

Gen Control and RDP and configuring network settings, TCP/IP and DNS.

Reason for Leaving: Companywide layoffs

EDUCATION

High School Graduate

New Horizons Computer Technical Center - Overland Park, KS

AWARDS

United States Department of Homeland Security Coin and Certificate Award

May 2016 annual inventory and received an award of 99.95% for accuracy rate over $9 Million assets.

CERTIFICATIONS/LICENSES

A+ Certified in 2000

Course Completion of Network + and Security + in 2014

ITILv3 Certified through DHS in 2016

CSAM and CHAMP projected completion end of 2018

Active Public Trust Security Clearance

ADDITIONAL INFORMATION

I have been described as Pro-Active and diligent when it comes to my work ethic, and I believe in the importance of building relationships across cross-functional teams.

I am analytical, a problem solver and meticulous regarding research and identifying issues, and use a high

degree of initiative and judgement in planning and carrying out assigned tasks.

I have several years’ worth of real world experience dealing with many different situations, people and plenty of hands on training. Ability to work independently and as part of a team. I have an eye for consistency with strong attention to detail.

I would relocate if the right situation presented itself.

Contact this candidate