Support Customer Service
Resume:
Brittany Irving
Roanoke, TX
adgszv@r.postjobfree.com
Objective
An enthusiastic self-starter, who is passionate about technology, and interested in joining a community of collaborative colleagues who respectfully and courageously seek to challenge the status quo.
Skills
Mobility Solutions, Executive Support, Database Management, Salesforce application support, Process Driven, Strong knowledge of ITIL practices and change management, Self-sufficient, Testing Applications and Mobile Devices, Applications Analysis, Apple-OS, Android-OS, Product Management, Business Impact Analysis, Compliance, Product Research, Quality and Productivity Improvement, Software Troubleshooting, Strong Communication Skills, Exchange 2010, Secure Email Gateway, Active Directory, Third party cloud based file management applications, strong ability to work independently, Microsoft office professional, BES AirWatch, MobileIron, SOTI, Good for Enterprise (Good Work, Good Connect, Good Access), Patient and diligent, Enterprise Mobility
Experience
7-Eleven, Corporate
6/2019-01/20
MDM Engineer
•Manages over 10,000 mobile devices for the 7-11 enterprise, using Tele soft, AirWatch, Intune, Cradle point Enterprise manager, accelerated view management, Verizon, Sprint, T-Mobile, AT&T business portals to order and provisioning wireless devices, such as cradle points, android and iOS tablets, and hotspots
•Orchestrated companywide migration to move users to O365, AirWatch to Intune
•Creates performance and inventory reports for management and finance team, Provide up to date documentation on design and support processes
•Provides tier 3 support for patches and upgrades, partners with server and network teams to resolve issues
•Maintains an excellent working relationship with wireless and database vendors, managing vendor contracts and resolving billing issues
•Resolves all tickets within service now and provides stellar customer support to end users to help resolve any issues with devices.
•Oversees the management and administration of mobile device management systems mentioned above in the environment
•Interfaces with business groups in R&D, and headquarters to implement business solutions
•Works with application teams to test and deploy apps to the various mobile devices.
•Provides technical guidance and operational procedure to Level 2 support staff
•Work with close coordination with key stakeholders (Security, Active Directory, Network) in Information Systems to plan/configure MDM, MAM and devices
•Lead and execute changes to production environment after vigorous testing and validation
Flagship Facility Services
11/2018-5/2019
MDM-System Administrator
• Responsible for providing support for all tablets and mobile devices (iOS, Android, Mi-Fi and cradle point devices) using Verizon business portal and MDM solution Meraki
• Tracks mobile devices in inventory keeping user information accurate, thorough monthly audits of data usage and Verizon invoice
• Saved the company $18,000 changing plans and deactivating devices that were not in use
• Collaborates with team mates to provide solutions to trouble tickets using Service Now
• Tests and builds MDM profiles in Meraki to ensure mobile security
• Loads software and deploys new devices to end users.
Patriot Mobile
01/2018-11/2018
Sr. Wireless Support/Sales Analyst
• Providing an exceptional tier 3 support to the member services department regarding issues with mobile devices, top producer in sales offering mobile devices and cell service to potential customers
• Taking escalated calls from members to resolve complicated issues with billing, device malfunctions, activations and porting issues
• Works with engineering and management team to develop and document best practices for the member services team
• Trains new member services reps to provide outstanding technical support Coordinating with Sprint and other wireless providers to resolve porting and activation issues
• Keep product and service development teams informed on any recurring issues to ensure that they stay at the forefront of any customer issue
Top Golf
10/2017-12/2017
Mobile Device Administrator
• Assisted Infrastructure team in configuring and delivering POS windows 10 tablets to new and existing venues across the U.S.
• Worked with internal teams and external vendors to coordinate plans to distribute devices
• Resolved complex issues with devices from the field and replaced broken devices troubleshooting
• Managed environment using AirWatch, provisioning, and setting up profiles for venues
LSG Sky Chefs
02/2017-9/2017
Mobile Device Administrator
• Completed many successful projects, which included developing a paperless environment for Sky chef’s kitchens, deployed 600 iPad and 200 android tablets throughout the US, using AirWatch as a tool to create a kiosk for kitchen staff to access day to day task, reports, and forms, followed up with business units post migration and periodically each month to ensure quality
• Support clients with the Installation/Configuration/Administration of Mobile Device Application AirWatch and SOTI
• Responsible for testing and verifying all existing and future MDM environments
• Participates in testing with other technical staff and users
• Performs administrative tasks on a pool of devices
• Manages trouble tickets using corporate ticketing system
• Develop and maintain all technical and procedural documentation pertaining to designated enterprise mobile device configurations, technical support, processes, and procedures
• Takes ownership of new mobile technology solutions and performs Proof of Concept (POC) testing, ensure compliance with Global and Regional IT project guidelines / policies
• Primary liaison with internal end users and IT on all levels to help resolve mobile device related issues and provides answers in a timely manner
Accent Care
08/2016-2/2017
Mobile Device Specialist
• Handles escalated unresolved issues, provides mobile device management support, application support for SharePoint, Salesforce and ServiceNow to resolve wireless carrier activation/setup, configuration and usability questions for end users with mobile devices, laptops, and android or iOS tablets
• Configures mobile devices and manages infrastructure devices with Soti MobiControl and Good Technology
• Service activation, cancellations, suspensions, exception-based service extensions
• Successfully completed a high priority SOTI database upgrade project, tested all operating systems and devices within the enterprise to ensure compatibility, documented and worked with SOTI team to resolve bugs, upgraded all mobile devices to newest version
Textron Information Services
04/2014-12/2015
Service Delivery Analyst
• Mobile device Subject Matter Expert, providing Tier 3 support for the End User Services Team,
• Resolving all issues reported by vendors, providing global executive level support to business units troubleshooting/investigating issues with the Good for Enterprise Mobile Device Management Database, and mobile device solutions.
• Tested and troubleshoot Azure servers, Mobile device hardware, mobile network and software
• Managed the Good for Enterprise and Salesforce Database, administering all day to day mobile device management task, removing and adding users, maintaining security, maintaining storage levels, installed new database versions & apply maintenance fixes, established and updated policies within database and implemented procedures
• Communicated with Infrastructure Leaders anytime there were any major changes or upgrades done to the Good for enterprise database, Provided reports and updates
• Track and update usage and assignment of wireless devices
• Managed all day to day incidents in remedy, making sure that all service levels are met, and issues are resolved in a timely manner.
• Assisted several business units with Exchange mailbox migrations.
• Worked with development and project management teams to help business units resolve major database inaccuracies, documented fixes and root cause analysis.
• Completed multiple high-level projects successfully by the deadline set by the different business units
Enterprise Mobile
Technical Support Analyst
08/2012-04/2014
Provide support for mobile devices: Tablets, PDA’s, Smartphones Handhelds iPhones, iPads, and Windows7 Tablets, Blackberry, Google, Androids, GPS Devices, & Windows Mobile operating systems
Troubleshooting, editing registry files, updating profiles, pushing software updates
Walked end users through device activation using Active Sync
Logged information into the problem management system
Nationwide Debt Direct
Compliance Reviewer
02/2012- 08/2012
Monitored Sales departments’ calls to implement quality assurance standards for a federally regulated program
Maintained current/accurate records of all relevant communications, audits corrective action plans, works with Sales director & Quality Manager to improve quality
ADT Security Systems
Technical Support Specialist
7/2011- 10/2011
Provide advanced technical support & information via email/phone for access control & video systems
Assist technicians with product testing & evaluations of fire alarm equipment
Work with national accounts & special products resolving complicated issues
Real Page Inc
Product Support Agent II
02/2008-04/2010
Provide technical support for professionals in the multifamily housing field that needed assistance with Onesite computer software
Analyze, debug & collaborate with technical managers to effectively communicate defect resolution & enhancement details to customers
T-Mobile
Technical Support Specialist II
08/2006-07/2007
Effectively troubleshoot customer's issues, network related, also provided device information, answering 40 - 60 complex troubleshooting calls per day
Tier II/PDA tech support in Blackberry/Android/Window devices
Followed up with customers to ensure that their inquiries were resolved within the contracted or agreed upon time frame.
Provided troubleshooting for all technical inquiries regarding network outages & device malfunctions
Countrywide Home Loans
Quality Performance Analyst
12/2004-08/2006
Monitored incoming calls using NICE to ensure quality customer service & adherence to policies & procedures
Provided feedback to assist in the creation of performance improvement
Education
May 2000
The Colony High School- Diploma
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