Device Management Mobile

Kathy (Kat) Vickers

Richardson, Texas *****

Mobile 972-***-****

***********@*****.***

https:/www.linkedin.com/in/katvickers

Summary

Wireless Mobility professional with experience supporting mobile applications and users. Strong customer focus with expertise in:

•Mobile Device Management

•AirWatch Device Management (Workspace One)

•Vendor Management

•Support for iOS mobile devices.

•Have experience with ticketing software using ServiceNow and Remedy.

•Tangoe MDM and Reporting with Tangoe TEM

•MobileIron MDM Desktop

•AirWatch Mobile Device Management

•Budget Review and Control

•Administration of Wireless Policies & Procedures

•Training Documentation

Career Progression

Enterprise Mobility Management Specialist February 2016 – June 2022

HCL

under contract to Keurig Dr Pepper

Frisco, Texas

A multinational IT services company, headquartered in Noida, Uttar Pradesh, India. HCL is under contract to Keurig Dr Pepper to provide onsite desktop and mobility support.

●3rd level support primarily with iOS devices.

●Deployment of iOS devices and WIFI hotspots.

●Work in AirWatch (Workspace One) to add users, track, lock, etc.

●Add and remove devices from the AirWatch (Workspace One) portal.

●Respond to requests for shipment of replacement devices.

●Respond to tickets in Remedy and ServiceNow, by e-mail request, and ad hoc circumstances.

●Provide basic troubleshooting and problem resolution proficiencies primarily with iOS devices.

●Manage Cellular lines of service to include but not limited to: adding/removing lines of service, change of phone number, suspending/lines, activating service, etc.

●Troubleshoot and resolve mobile device issues or problems with device hardware and software.

●Clear Apple Activation Locks using AirWatch or contacting Apple.

HCL Awards and Recognition

●ACHIEVERS LEAGUE – 2021

●ACHIEVERS LEAGUE – 2022

●Identified as a participant for the Steppingstones 2022-2023

●Invited and registered to participate in the IMPACT for First Time Manager -April 2022

Terex Corporation – Dallas, TX Office

Westport, Connecticut 2008 – 2015

Technical Support Analyst

Fortune 500 industrial manufacturing company providing equipment to the construction, mining, utilities, shipping and maintenance industries.

•Responsible for communication between mobile vendors and accounting, and liaison between vendor and mobile device support teams and users.

•Lead team in support of iPhone, iPad, Android, and Window devices. Ordering new devices, Upgrades, support, and general device support.

•Communicate and simplify the processes in the areas of US mobile procurement and assignment by establishing continuing education, unifying support teams by setting standards and policies.

•Improve customer support for domestic mobile devices to expedite resolution of support issues, new devices, and upgrades.

•Lower cost of mobility expenses by establishing interaction with wireless providers.

•Work with 3rd party vendors to procure monthly reports which enabled better control of budgetary demands.

•Provide up to date reports and communications to streamline the Change process and provide updated information.

•Provide helpdesk support for Dallas office team members to enable quick resolution to issues without slowdown in production.

•Partner with the accounting team to streamline the approval process for Global Infrastructure, and Dallas based invoices. Establish a process to save late fee expenses.

•Set up training sessions and create documents to support incidents and change management processes for HP Service Manager. These tools were used globally and simplified the instruction process to quickly educate the teams using the application.

•Set up and manage accounts in Active directory.

Chase Paymentech, Dallas, Texas 2007 – 2008

PC Support / Helpdesk

Payment processing and merchant acquiring business of JPMorgan Chase. Chase Paymentech also provides business analytics, payment fraud detection, and data security solutions.

•Diagnose and resolve issues related to laptop and desktop systems without slowdown in production or sales.

•Display courtesy and strong interpersonal skills with all customer interactions while providing support by telephone, remote connectivity, and face to face interaction.

BTWW Retail, Dallas Texas 2006 – 2007

Network Administrator / Helpdesk

Boot Town Western Warehouse was a privately held retail company focusing on western wear, boots, and hats. Corporate office supported all U.S. stores and catalog sales.

•Support retail stores and corporate office computer and retail register systems in a well-timed method which diminished interruptions and minimized loss of sales.

•Support the AS400 system assisting users with printer sessions, lost documents, access issues.

•Provide remote Help Desk support to 44 retail stores across the United States which limited disruption in the sale process.

1981 – 2006

●Micro Center sales associate.

●1 year at Midwestern State University as intern to campus IT Department.

●Commercial Building Management Assistant.

●Radio on air personality and sales support.

●Editor weekly county newspaper.

●Owner and operator entertainment newsprint publication.

●Radio advertising sales.

●Managed musician/bands.

●Booking agent for bands and musicians.

●Research support in Real Estate abstract offices.

Education

Midwestern State University, Wichita Falls, Texas

2000 - 2005

Bachelor of Business Administration, Business Computer Information Systems

For more information, go to https:/www.linkedin.com/in/katvickers

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