Seasoned IT Support Leader with Broad Industry Expertise
Resume:
Stephanie Scott
Jacksonville, FL 32225
*********@*****.***
EXPERIENCE
Hyatt Regency, Jacksonville, FL - IT Manager
February, 2022 - PRESENT
● Manage daily operations on property ensuring all systems are functional and secure
● Collaborate with the leadership team to develop and implement IT strategies that align with the corporate goals
● Manage the technology budget, selecting cost-effective solutions and resource allocation
● Obtain and negotiate contracts with external vendors and service providers, ensuring those relationships support the current needs
● Provide technical support and troubleshooting for all issues on the property and with remote users, efficiently reducing downtime
● Manages inventory of all technology equipment and providing strategies for updating as often as possible within budget constraints
● Provides support for guests and external clients when using onsite technology
● Provides project management support for onsite upgrades and deployments
● Ensure the security of the property data and IT infrastructure, implementing necessary security measures and protocols per corporate regulations
Modivcare, Jacksonville, FL — IT Team Lead
April, 2015 – February, 2022
● Organize and prioritize assigned incidents and requests that were escalated by the service desk through ServiceNow. Maintain detail and progressive notes for issues. Own the success and availability of local site(s) IT infrastructure and applications and make certain daily resolutions are completed of any issues.
● Ensure and assist field technicians in meeting the established SLA’s
● Manage day-to-day tasks and projects related to the site(s) support reporting updates to leadership teams through the Service Now platform
● Utilize SCCM for imaging desktops and laptops in preparation for joining the domain and use by all business users.
● Install, configure, and upgrade end user devices including Windows machines, Macbooks, and iPads.
● Initiate contact with third party vendors to obtain, purchase quotes, seek support and schedule service appointments for onsite or remote users.
● Provide training for users to effectively use software and how to operate provided equipment.
● Provide exceptional customer service to all internal and external users following ITIL best practices
Railex, Jacksonville, FL —IT Support Specialist
June, 2014 – April, 2015
● Provides hands on technical support break / fix for 100 + local users
● Helpdesk support for multiple users across the United States
● Provide support for multiple Microsoft products throughout the business
● Active Directory management for multiple users
● Monitors and provides technical upgrades to the server as needed Dekalb School System, Atlanta, GA —IT Technician
October, 1997 – June, 2014
● Provides technical support for 1200 + users at multiple job sites
● Provides daily support for all users on various software applications
● Diagnoses and troubleshoots hardware and software issues
● Handles repairs for computers, printers, and telecommunications equipment
● Provides technology upgrades as needed
● Maintains inventory list of all technology equipment onsite
● Assists with the ordering of all technology equipment and supplies onsite
● Installs most software as needed throughout the local site
● Provides training for multiple users on software programs and/or equipment
● Provides project management support for onsite deployments
● Provides user support for Active Directory
● Provides tech support for local wi-fi networks
● Provides input on the local school media technology committee EDUCATION
Keller Graduate School, Decatur, GA — MNCM
Master of Network Communications Management
Devry University, Decatur, GA— B.S.
Network/Telecommunications Mgmt.
MANAGED PROJECTS
Desktop/Laptop Refresh - Replaced all front-end and back of house laptops and desktop for leadership teams, and administrative teams.
Printer Refresh -Replaced all printers with a more efficient model, securing the best contract terms for service and support. PBX Upgrade - Replacement of the current analog phone system to a more advanced VoIP system, a more streamlined design for our business needs. Including access to WebEX for remote users and an upgraded answering system for our frontline operators CCTV Installation - Replaced the current security system with 7 new cameras, and a cloud-based server to more efficiently monitor all areas of the property. This immediately provides a safer environment for our staff and guests
HSIA Upgrade - Replacement of the current wireless access points located in the ceilings to Ruckus H350 APs installed in the guest rooms and Ruckus R750 APs in the public areas for back of house users. New CAT6 cabling installed to multiple IDF’s across the property to provide the best connectivity for the 19 floors including back offices and 951 guest rooms.
REFERENCES
Business and personal available upon request
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