Service Support
Resume:
Mary Alpough
Pearland, TX 77584
281-***-**** / ********@***.***
** ***** ** *********** ****** device management and Operations experience including Telecom procurement, planning, analyzing and implementing solutions in support of business objectives. Hands on experience leading all stages of mobility/IT device deployment and Mobile application deployment. Contracts negotiations, procurement, IT Asset Management, Software License Management, TEM Management, Vendor Management
Areas of Expertise
Mobile Device Management
MDM / TEM Solutions
Vendor Management
Contract Management Principles
Hardware/Software License Management
Telecom
MS Exchange
Apple Configurator
Data Analysis
Strong Analytical Skills
Optimization/Savings
Mobile / Telecom Billing Analysis
Policy Planning and Implementation
Wireless Optimization and Cost Savings
ITIL
IT Procurement
Project Management
MS Access
MS Excel
Active Directory
AirWatch/Workspace One
Mobi Wireless
XenMobile
MobileIron
O365
Apple Business Manager
ServiceNow
Professional Experience
Greyhound Lines Inc. (Contractor)
Analyst Systems Lead – MDM 2019-Current
Lead efforts to review and evaluate mobile device corporate delivery model and make recommendations to adjust as needed to gain cost and operational efficiencies.
Prepare and document standard operating procedures and protocols for mobile device management.
Provide system management and audit reporting on a regular basis. Provide reports and analytics of all mobility usage and compliance as requested.
Work closely with Service Desk team, IT Infrastructure Teams, and Business Units to troubleshoot and resolve issues including operational process around requesting, provisioning and reclaiming company mobile devices.
Supports and handles mobile device technical escalations, deploying enterprise mobile applications and implementing user-appropriate configurations
Serves as point of contact for reporting and presenting activities, issues and recommendations to Management.
Track and log inventory database for all devices, including key information such as Device ID, model, firmware, O/S version, user, phone number, service plan and related items.
Responsible for timely resolution of assigned incident and change tickets within established Service Level Agreements (SLA), using ServiceNow for creating and working incidents and change requests.
Ensure that the team is skilled and cross-trained to service a fast-paced business environment. Assist junior team members with technical knowledge and system expertise.
Takes the initiative on business process improvement for the mobile device management team. Can lead the daily operations of a dynamic and fast paced environment. Make decisions on mobile carrier service disconnects/suspensions/reconnects, team operational processes and service provider performance feedback.
Building device profiles and deploying applications to mobile devices.
Analyzing data and creating operational and management detailed and summary reports.
Sysco Foods- (Contractor)
Functional Analyst-MDM /Telecom 2018 - 2019
Meet or exceed migration schedule relative to the number of devices activated to support project schedule
Develop and maintain technical proficiency to support mobile device migration.
Identify and escalate situations requiring urgent attention.
Capture and document the details of an issue and troubleshooting steps taken to escalate the issue or document the resolution; use a ticketing system to track and manage requests.
Proactively identify potential issues in the mobility environments. Alert associates and peers as appropriate and assist with root cause analysis utilizing AirWatch.
Process mobility service requests, including procurement of wireless voice and data services, ensuring accurate orders are placed with the wireless vendors including: activation of new services, cancellation of existing service, selection of preferred carrier, change of carrier or liability, change of service type or change of equipment type, adhering to corporate standards and security policy.
Document technical support processes and procedures.
Perform on-site analysis, diagnosis, and resolution for messaging and mobility problems, and recommend potential solutions.
Responsible creating a test plan for applications described above, as well as testing operational support.
Work with end users to collect feedback that can be translated into program and infrastructure enhancement requests.
Assist IT Asset Management with forecasting demand for series and device control for mobile Deployments.
Create cost savings optimization reports using carrier billing data.
Assist in the iOS software upgrade testing and AirWatch MDM compatibility process.
Work with application teams on pilots and rollouts of new devices and functional applications.
Manage and update internal Mobility process documents.
Assists in the creation and tracking of operating expenses, project budgets, forecasting, accruals, billing research, disputes, and cost reduction
Ensures the proper application of accounting and cost allocation policies
Supports needs of the Telecom team, such as ordering of new service, disconnecting service, and upgrading service, as well as maintenance of the Telecom and UC inventory
Assists with the resolution of telecom billing issues
Coordinates site surveys and telecom inventory audits
Partners with vendors regarding contracts, equipment, payment strategies, and dispute resolution
Partners with project managers and leaders to negotiate with vendors for lower delivery costs.
MD Anderson Cancer Center- Consultant
Mobile Device Deployment Analyst
2015 - 2018
Support the mobile device deployment/Blackberry Decommissioning project.
Support in deploying shared iPhone devices to 19 inpatient nursing clinics and 17 outpatient clinics.
Managed in decommissioning 4,000 blackberry devices and replacing them with iPhone devices.
Trained end users on AirWatch, Jabber, Hiplink, Epic Rover, Haiku, and Canto and cortex mobile applications.
Preparation of end-user communications and training documents for iPhone and app support.
SUPPORT FOR MOBILE STRATEGY PROGRAM, INCLUDING THE IMPLEMENTATION AND DEPLOYMENT OF a MOBILE DEVICE MANAGEMENT (MDM) PLATFORM, SECURE MESSAGING APPLICATION, VOICE OVER IP (VOIP)
Responsible for managing internal deployment efforts, liaising with hospital staff and project leaders to resolve mobility related issues.
COMMUNICATION AND PROJECT STATUS TO PROJECT STAKEHOLDERS, INCLUDING SENIOR LEVEL LEADERSHIP.
Managed mobile carrier billing data reporting to optimize cost savings trends, resulting in $500k yearly savings.
Responsible creating a test plan for applications described above, as well as testing operational support.
Work with end users to collect feedback that can be translated into program and infrastructure enhancement requests.
Assist IT Asset Management with forecasting demand for series and device control for mobile Deployments.
Create cost savings optimization reports using carrier billing data.
Assist in the iOS software upgrade testing and AirWatch MDM compatibility process.
Train users on BYOD and AirWatch installation.
Work with application teams on pilots and rollouts of new devices and functional applications.
Manage and update internal Mobility process documents.
Assist with internal process of adding new users to AirWatch MDM.
Chevron, Houston, TX
Mobility Vendor Lead
2013 - 2015
Member or the Chevron Mobility Center of Excellence Team managing corporate wireless mobility program.
Wireless Carrier SME assisting 30 Business Units with day -to- day operations to ensure successful mobility deployments.
Managed AirWatch and MobileIron console for all BYOD and Enterprise mobile devices application and email security.
Manage carrier service levels including quarterly meetings to drive savings and new services.
Manage content for internal mobility websites with latest processes, resources, news and developments.
Preparation of end-user communications for wireless program related activities and updates
Provide second level support and escalation for Mobile devices.
Responsible for managing internal deployment efforts, liaising with business units and wireless vendors for contract negotiations application ideas and working with other internal business units to resolve mobility related issues.
Provide program management support for the domestic Centralized BU teams. Management of content for internal mobility websites with latest processes.
Assist in the iOS yearly software upgrade testing and AirWatch MDM compatibility process.
Work with application teams on pilots and rollouts of new devices and functional applications.
Work with IT security on securing new device types.
Manage monthly metrics reporting for BU’s cost analysis.
Ensure high level of reporting data quality.
Meet regularly with vendors to ensure team is aware of Chevron’s business expectations.
Manage and update internal Mobility process documents.
Assist with internal process of adding new users to AirWatch MDM.
Manage AirWatch Reporting needs.
Consultant, Houston, TX
Mobility/ IT Asset Procurement Administrator
2011 -2013
Manage outsourced Cellular administration vendor, responsible for $12M in annual cellular costs for 15000+ mobile devices. Establish and maintain service levels, reporting metrics, and drive continuous improvement.
Providing analytical support to improve the quality and consistency of Information Technology related procurement activities. Collaborating with internal and external clients across multiple lines of business and systems.
Administrator for wireless mobility program managed operational relationships with three major US and Canadian carriers.
Blackberry server administrator 5.0 and 10 adding/removing users, troubleshooting server communication issues.
Active directory administrator adding/removing users, troubleshooting server communication issues.
AirWatch MDM Administrator.
1st level for support for device moves ads and changes, mobile device troubleshooting and communication issues.
Mobile device testing new device rollouts/ Application Deployment.
Work with application teams on pilots and rollouts of new devices and functional applications.
Work with IT security on securing new device types
Maintaining wireless vendor web portals for procurement of all mobile devices.
Creating and maintain training documents for end user device support/Policies and procedures around mobile device program.
IT Asset Management RFP RFA and Software Asset management.
Training end-users on mobile device email and calendar sync using AirWatch.
Identifying Cost Savings/ Cost trend Analysis.
Cost Center end user reporting using MS Access and MS Excel.
Consolidated, streamlined, and implemented the IT invoice process, IT contract management, and IT contract data management.
Wireless carrier billing data analysis.
Wireless and telecom budget and expense management Managed wireless and telecom assets.
Telecom Expense Management supporting voice and wireless services using Tango.
Managed IT assets in the CMDB using ITBM.
7-Eleven Inc. - Consultant, Dallas, TX
SR. Mobility IT Asset Analyst
2008 - 2011
Responsible for daily and long-term strategic management of software entitlements and technology related-hardware such as laptops, desktops, printers, etc.
Applying ITIL methodology and ensuring hardware and software lifecycle process are followed for inventory quality control.
Minimize organizational cost through standardization and compliance.
Annual software true-ups and reconciliation efforts
Ensure compliance with vendor contracts and assist in maintaining and/or forming procurement strategies to optimize technology spend across the organization.
Develop and implemented procedures as required for tracking hardware and software.
Oversee quality control and execute financial analysis.
Consolidated, streamlined, and implemented the IT invoice process, IT contract management, and IT contract data management.
Working with IT teams to pro-actively develop purchasing strategies, deployment plans, operating plans, maintenance plans, and retirement plans, which optimize the value of the hardware inventory through the entire asset life-cycle.
Responsible for Mobile device and IT purchasing of hardware and software licenses.
Managed IT licensing records and maintenance support contracts.
Submit RMAs for timely return or exchange for equipment.
Completed quarterly hardware and software audits.
Drive mobility projects and continuous improvements.
Lead Carrier and device strategy changes.
Work with application teams on pilots and rollouts of new devices and functional applications.
Work with IT security on securing new device types
Calpine, Houston, TX
IT Asset and Software License Analyst
2007 - 2008
Oversee the day-to-day management and administration with multiple service providers executing processes and procedures around the IT asset management lifecycle.
Oversee the executions of accurate configuration management Database (CMDB).
Collaborate with suppliers, vendors and team members to ensure accuracy and efficiency of the inputs and outputs of the asset tracking systems.
Implement and enforce IT Asset Management processes, policies and standards, work instructions and activities in compliance work instructions library framework within ServiceNow
Ensure the standard methods and procedures are used identifying, recording, maintaining, reporting on and verifying IT asset configurations, associated documentation and relationships.
Work with finance, internal/external audit teams, procurement and other departments to ensure that assets entitlements and expenses were efficiently tracked.
Managed software license database.
Software License Entitlement and Rationalization.
Vendor Management
TXU Energy, Dallas, TX
IT Asset and Software Analyst
2003 - 2007
Conduct and report software asset reconciliation and audit activities on a timely basis, including financial, licensing, warranty, and maintenance/support contract information.
Compare warranties, maintenance agreements, and vendor contracts to assist with asset upkeep, upgrades, repair, and replacement.
Identify opportunities for volume purchasing to obtain price breaks.
Investigate equipment or software under consideration to determine ROI and total cost of ownership throughout product lifecycle.
Define purchasing recommendations that support business goals, in collaboration with senior management and stakeholders.
Support Finance & Technology Implementation Teams to ensure hardware assets that are deployed and are allocated to the correct cost center.
Support Finance & Technology Implementation Teams by tracking IT hardware inventory and ensuring that hardware components are ordered in advance of implementation start dates.
Track and maintain copies of software licenses, warranties, maintenance agreements, and vendor contracts, according to processes and procedures currently in place.
Enter all software and hardware serial numbers or identification tags into the configuration management system (CMS) and ensure information is up to date, accurate, and auditable.
Perform inventories and usage monitoring of all IT assets and record all findings, changes, physical location, and incidences of support.
Support standardization of equipment to lower total costs.
Generate, distribute, and review relevant management reports.
Investigate and resolve exceptions and accuracy issues of the CMS repository.
Education
Acadiana Technical College
Lafayette, LA
Associates of Finance
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