Desktop Support Customer Service
Resume:
WANDA HODKINS Bartlesville, OK
Email: *.*******@*****.*** Phone: 816-***-****
PROFESSIONAL OVERVIEW
Accomplished technical management professional with over 6 years of comprehensive experience in combustion fuel quality and octane measurement, working closely with the octane refining groups and field repair technicians, providing technical support ensuring maximum up-time for the Octane labs and continued communication of critical test data to the main database, focusing on providing both remote and on-site support services and providing cost effective solutions within set operational budgets. Possessing both technical and mechanical aptitudes, I am equipped with a versatile skill set and consistently recognized for providing a superior level of customer service, and committed to delivering technical expertise while continually striving to foster a cohesive team spirit with a shared sense of purpose. PROFESSIONAL EXPERIENCE
Contracted with Competentia · Houston, TX Nov 2019 – Jan 2020 DESKTOP SUPPORT, INFRASTRUCTURE
Short term contract to provide appropriate coverage over the holiday season for a 1000+ user base.
Provide various desktop support functions for desktops, laptops and thin clients.
Update and document steps taken to resolve each assigned incident within ServiceNow.
Update conference room equipment passwords.
Deploy and recover computer equipment, and record each asset per established process.
Replace laptop batteries and RMA the defective ones. Contracted with Addison Group · Tulsa, OK Aug 2013 – Aug 2019 FUELS SPECIALIST, COMBUSTION –TECHNICAL SUPPORT ADMINISTRATOR
Manage workstations and proprietary software for all octane knock lab analyzers.
Onsite and remote support of dedicated mission critical hardware and software.
Coordinate planned outages with refinery lab leads to minimize downtime.
Assisted with the development of processes and procedures to maximize overall strategic goals.
Instrumental in the development and implementation of the octane lab KEAS database.
Key team member in various aspects of the group’s Research and Development projects.
Manage an extensive F1/F2, F4 & F5 inventory for field repairs.
Instrumental in adopting a proactive vs. reactive process for preventative maintenance.
Process incoming parts and service requests from the field, for all OMM related refinery systems.
Develop and publish technical, departmental and end-user instructional documentation.
Develop and publish course material provided for the OMM F1/F2 annual training classes. Contracted with Addison Group · Tulsa, OK Nov 2012 – Aug 2013 WINDOWS 7 PLUS DEPLOYMENT SPECIALIST
Large scale Windows 7 migration / refresh project of 1000+ units at the Phillips 66 Research Center.
Utilize integrated tools for the capture and restore of the user’s profile and settings.
Provide desktop support and basic user education on Win7 to ensure a positive migration experience.
Key person in streamlining the adopted process to ensure a more efficient flow.
Lead individual assigned to upgrades which fell out of scope from the standard upgrade process.
Individual selected to handle Executive level upgrades.
Coordinate with implementation leads to minimize negative impact on the end user.
Technical / End-user Support
SAP (MM)
ServiceNow
WSUS
Active Directory
Project Lead
Training and Development
Technical Writing and Documentation
Material Management
2 P a g e
WANDA HODKINS Bartlesville, OK
Contracted with Express Employment · Bartlesville, OK Aug 2012 – Nov 2012 TECHNICAL SUPPORT SPECIALIST
Tier I and II support level for various broadband connections and VPN routers.
Follow documented procedures for various configurations of modem and VPN firewalls.
Manage follow up communications to ensure customer satisfaction of services.
Coordinate service calls with broadband service providers for the end-user.
Accurately log all communications and service dispatches in the corporate ticket system. Contracted with Robert Half Technologies · Denver, CO Jun 2011 – Sep 2011 CLIENT SERVICES – City of Aurora
Large scale Windows 7 migration project of 800+ units.
Image desktop computers, utilizing SCCM and/or manual installation for deployment of applications.
Migrated users profiles and settings with the User State Migration Tool.
Provide desktop support and basic user education, ensuring a positive migration experience.
Created an introductory end-user document for users not available at time of deployment, to assist with the transition from XP to Windows 7.
Contracted with Alpine Technical Staffing · Denver, CO Mar 2011 – Jun 2011 DESKTOP SUPPORT TECHNICIAN – Arapaho County Government
Handle break-fixes, changes and adds as assigned in Remedy ticket system, ensuring accurate status updates, with follow-ups set appropriately when needed.
Reimage desktop computers and prep with user’s profile prior to deployment.
Re-route and/or escalate internally to appropriate IT depts. as needed. Contracted with Convergys · Overland Park, KS Nov 2010 – Jan 2011 WIRELESS OPERATIONS ESCALATIONS SUPPORT – SPRINT ERICSSON
Track and review escalated tickets implementing appropriate measures to ensure expected SLAs.
Coordinate service calls with customers, their wireless providers and field technicians via email, phone and Microsoft Communicator.
Provide follow up communication to ensure customer satisfaction of deliverables.
Accurately log all communications and service dispatches in the corporate ticket system. Long Motor Corporation · Lenexa, KS Sept 2005 – Dec 2009 SR. TIER I IT SUPPORT SPECIALIST
Successfully performed multiple PC, laptop and Server builds / rebuilds.
WSUS Administrator including the creation of an update schedule via Active Directory.
Project lead on several infrastructure expansion projects, including wireless thin clients.
Creation and maintenance of user accounts and security groups in Active Directory.
Tracked assigned projects and helpdesk tickets within the Corporate ticket system.
Project lead for evaluation and implementation for replacement of legacy architecture.
Project lead to provide new wireless solutions in the warehouses to increase overall productivity.
Tracked and managed IT assets within the enterprise.
Processed reviewed any RMA’s and vendor service requests to meet the established SLA.
Proficient in writing departmental technical documentation and various end-user instructional manuals, effectively maximizing up-time and productivity.
EDUCATION
B.S. Technical Management - DeVry University Anticipated: Fall 2013 3 P a g e
WANDA HODKINS Bartlesville, OK
Email: *.*******@*****.*** Phone: 816-***-****
PROFESSIONAL ENDORSEMENTS
“Wanda was an essential part of a large project I was responsible for. I found Wanda to be diligent in her responsibilities, always paying great attention to detail. I would recommend Wanda for any effort where success is critical.”
R.M. – The City of Aurora
“I was Wanda's manager for over four years. I was always particularly impressed with her ability to handle technical assignments on-time, with great attention to detail and with a strong work attitude. She took over the management of our large fleet of mission-critical printers and quickly improved not only up time and user happiness but got asset management and repair costs under control.”
D.D. – Long Motor Company
“I worked with Wanda in cooperation on various projects, as such Wanda was a valued asset in the group she was in and in the next I worked. Working with Wanda is always brought a positive environment. She brings a great attitude and get the job done kind of outlook to the task at hand.” G.C. – Phillips 66
“Wanda and I are in different work groups but collaborate fairly often. She's an excellent team player. Wanda has worked IT roles, as have I, and thus we have varied yet similar skill sets and responsibilities. Often when one of us has a snag, or find something good to know, we touch base with each other and other IT pros to collaborate on the problem or share learnings. She's good at autonomous work or being part of a team.” S.M. – Phillips 66
4 P a g e
WANDA HODKINS Bartlesville, OK
Email: *.*******@*****.*** Phone: 816-***-****
PROFESSIONAL REFERENCES
DAN HOGAN
(Retired) Fuel Quality and Performance / Octane Support Division
JOHN ROGERS
Fuels Specialist, Combustion
Fuel Quality and Performance / Octane Support Division
MITCH OLIVER
Manger, Fuel Quality and Performance
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