Tech Support Leader - Disaster Recovery & End-to-End Operations

Heather Mulroy

Mobile: 210-***-****

** ****** ******* **., *******, 78154

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

linkedin.com/in/heather-schwind-76a2981

Capabilities

Server / network room care including server repair, network care, patch panel wifi work

Dematic Mod care / repair

Identify / repair process gaps

Documentation and standard operating procedure creation

Identify / repair / de-escalate business related tech high risk instances

Server Admin / hardware repair

Application maintenance / updates

Emergency call coordination for network / server repair

Skills & Abilities

SAP Training / navigation, Dematic mod care, LIPP Cart care, Cisco router console, NetBackup, MS / Linux server creation / repair / maintenance, Server hardware repair, WI-FI research / repair to cloud connection, network printing, MDF / IDF room care, RDC, MS Office – 365, excel, word, oracle db install / trouble shooting – beginner, MS Server Admin / hardware repair, Linux Hardware repair

Experience

One Source 7/2025 - Present

Subcontractor

Project: MDF installs aka server room / IDF installs:

Gather inventory

verify activities to be performed

schedule arrival

Rack UPS, cradle point, router. Switches, servers

Arrive on conference call, out line what has been performed so far – hardware installs, configuration status,

connect to network, add in GLCs, fiber cables, setup to update switches.

Run test verification for cradle point, fiber run to building from provider router.

Have Project team confirm status

TOOLS: - PUTTY, patch cable, console cable, multi mode fiber, single mode fiber, kvm configuration,

Field Nation 10/ 2024 - Present

Subcontractor

Smart Hands for Network upgrade – install router, confirm site can connect. Verify printer connection.

Document issues / upgrade documentation

Install Smart Home devices – install / verify connection of smart devices

VOIP Installs – connect phone, verify site usage, Customer training

Note: end user would have hearing issues.

PepsiCo 11/2006 – 10/2024

SAP OSS

Database manipulation / research

End user support

Incident delineation / repair

Verifying integration of legacy systems

Wrote documentation for end user.

Ran Power of BI reports to determine inventory, customer usage, sales for volume

Field IT 6/2016 – 11/2023

Maintain site server room / computer related equipment

Dematic Mod and LIPP Cart maintenance

Site repair escalation both MIM and informal

Service Management ticket resolution.

Project implementation as assigned including but not limited to server / switch / software refresh

UPS install / maintenance / repair

Documentation

Disaster recovery on site support for MDFs

Disaster recovery to bring down servers / bring up servers – manage conference call for multi-team recovery from network recovery to server reconfiguration, confirming site functioning / available for end user.

Infrastructure Response Recovery 4/2008 – 6/2016

Critical Incident Management Facilitation for Pri 1 / 2 incidents

Coordinate technical bridge calls for immediate resolution of make/move/sell issues

Provide recovery support 2nd level for Infrastructure Operations Plano Tx / Winston Salem across multiple platforms

Innovate new processes to improve partnerships w/ backline teams/vendors

Disaster recovery / preventative documentation

Monitor tech equipment 7/24

Train peers as needed on new technology / processes

Service desk Analyst 11/2006 – 4/2008

Provided customer support for desktops / laptops/email/vpn/connectivity/hardware/printing/business applications

Ability to work in a fast paced environment

Logged calls into problem tracking system resolving 1st and 2nd level issues

Ability to analyze problems for routing to correct solution provider

Developed partnerships w/ all levels of teams / leadership to facilitate prevention of issues

Collected / documented training and process documentation from all teams to facilitate first call resolution.

Some Kind of Crafting LLC 10/2015 – present

Owner

Web page maintenance, event scheduling, product ordering, project scheduling,

Products produced: Ink pens, custom embroidery, small carpentry items, laser engraving

I’NSTT 4/2003-4/2008

Computer technician

Installation / repair/maintain home business computers including internet / wiring/ documentation/ customer training. Graphics design for sewing / embroidery using Origins and Palette

Cunningham Lindsey 10/2001 -4/2003

Assistant Lead

Installation / repair/maintain computers including internet/ documentation/ customer and peer training. Provided statistics for managers as required. Created / maintained FAQ website.

Education

Colorado Technical University – Accounting certification

University of North Texas – pursued Comp. Sci B.S. 130 hrs.

Technical writing / math minors

No degrees.

Classes / Certifications

CompTia A+ Certification

Microsoft Azure Fundamentals: Cloud Computing

Microsoft Azure Fundamentals: Managing Azure Services

Big Data Fundamentals

PEPU-DEI Unconscious Bias – English

2022 Information Security Training

PepsiCo Collaboration Tools

Loan Officer

Project management

Service Manager

Agile Principles

Cloud technologies

Agile: Agile Principles and Methodologies

PepsiCo Agile Model (PAM) Foundation Training (Multi-Language CC)

AWS – Infrastructure – beginning

Microsoft suites – in flight

Cybersecurity Awareness: Getting Started with Security Foundations

Business Applications of Hypothesis Testing

FM Global -Cyber Coverage: Cloud

Google AdWords Web: Managing Accounts & Settings in Google AdWords Web

Microsoft Azure Fundamentals: Managing Azure Services

Delivering Project Quality (2021 Update)

Cloud Computing Fundamentals: Introduction

Cloud Architecture

Cloud: Cloud Service Models & Benefits and Issues

Cloud: Moving to the Cloud

Cloud Terminology

Cloud Benefits

Cloud Success Stories – Technical Track

Cloud Success Stories – Relationship Track (BRM)

myIT Services Fundamentals

Use OneDrive for Work and School to Share and Collaborate

myServices IT Knowledge Management Process Overview

PFNA: MTD Make to Stock Potato Chips

Leadership

Critical Incident Management, Lead for Global Operations at PepsiCo

References

Jeremy Hudson - PepsiCo – PWM Lead

Fern Johnson – PepsiCo CTO VP

Aslah Najafi – PepsiCo – Field IT peer

Andrew Beauvier– PepsiCo SAP peer

See Linked in profiles

Contact this candidate