IT System Administrator

• Nov 2019 - Present

End User Computing Specialist

• Aug 2018 - Nov 2019

• Primary Focus is to provide day to day operations and support for desktop computer, mobile device, and associated peripherals for Pier 1 Senior Leadership / Executive Support. • Responsible for analyzing and solving personal computer-related problems, Cellular phones, printer problems, end device RF scanning and other peripheral equipment. Includes contacting vendors and other teams for support when necessary. • Create and maintain standard documentation to support all EUC related… Show more • Primary Focus is to provide day to day operations and support for desktop computer, mobile device, and associated peripherals for Pier 1 Senior Leadership / Executive Support. • Responsible for analyzing and solving personal computer-related problems, Cellular phones, printer problems, end device RF scanning and other peripheral equipment. Includes contacting vendors and other teams for support when necessary. • Create and maintain standard documentation to support all EUC related processes. • Play an active role in championing and developing new EUC processes. • Install, configure and test new and re-issued personal computers under the current EUC imaging standards. • Maintain accurate information and data regarding end-user issues, new personal computer installs and the re-issue of personal computers in the appropriate Asset Management systems. • Participate in new business launches as requested. • Assume ownership of Service Desk support tickets and respond quickly with timely follow through to resolution. • Train users in the use of AV/ Tele-Conferencing equipment and software allowing the users to become increasingly self-sufficient. • Responsible for security, integrity and reliability of personal computer systems. • Maintain compliance with software licensing and inventory as prescribed by the corporate standard. Show less • Primary Focus is to provide day to day operations and support for desktop computer, mobile device, and associated peripherals for Pier 1 Senior Leadership / Executive Support. • Responsible for analyzing and solving personal computer-related problems, Cellular phones, printer problems, end device RF scanning and other peripheral equipment. Includes contacting vendors and other teams for support when necessary. • Create and maintain standard documentation to support all EUC related… Show more • Primary Focus is to provide day to day operations and support for desktop computer, mobile device, and associated peripherals for Pier 1 Senior Leadership / Executive Support. • Responsible for analyzing and solving personal computer-related problems, Cellular phones, printer problems, end device RF scanning and other peripheral equipment. Includes contacting vendors and other teams for support when necessary. • Create and maintain standard documentation to support all EUC related processes. • Play an active role in championing and developing new EUC processes. • Install, configure and test new and re-issued personal computers under the current EUC imaging standards. • Maintain accurate information and data regarding end-user issues, new personal computer installs and the re-issue of personal computers in the appropriate Asset Management systems. • Participate in new business launches as requested. • Assume ownership of Service Desk support tickets and respond quickly with timely follow through to resolution. • Train users in the use of AV/ Tele-Conferencing equipment and software allowing the users to become increasingly self-sufficient. • Responsible for security, integrity and reliability of personal computer systems. • Maintain compliance with software licensing and inventory as prescribed by the corporate standard. Show less

Systems Administrator I

• Feb 2016 - Aug 2018

Systems Administrator I MHMR of Tarrant County February 2016 to Present • Used Active Directory Services for creation of User Accounts and assignment of Security Groups • Administered Print Server to manage all printers and Xerox Copiers on the MHMR Corporate Network • Monitor the Storage Area Network to ensure reliable back up of File Systems completed. • Configured and Deployed Android Tablets used for Patient Exit Surveys at MHMR locations.

PC Support Technician

• Jun 2015 - Feb 2016

• Provide Tier 1/2 technical support for MHMR Staff and clients for desktop / equipment issues, networking, A/V presentations and software based applications used in the company. • Effectively manage projects and document break/fix issues using ticket logging system. • Support Windows 7 Enterprise computers and use software applications to troubleshoot Windows O/S. • Configure new PCs and mobile devices including iPhones, Android phones, etc. and ensure they have proper security… Show more • Provide Tier 1/2 technical support for MHMR Staff and clients for desktop / equipment issues, networking, A/V presentations and software based applications used in the company. • Effectively manage projects and document break/fix issues using ticket logging system. • Support Windows 7 Enterprise computers and use software applications to troubleshoot Windows O/S. • Configure new PCs and mobile devices including iPhones, Android phones, etc. and ensure they have proper security policy to meet compliance with PHI procedures. • Proven ability to work with all members of IT department to effectively meet goals and deadlines.

Computer Support Specialist

• Nov 2012 - Apr 2015

• Supported over 300 Windows 7 Enterprise desktops and laptops • Used Symantec Altiris Deployment Solution to routinely reinstall Windows on computers. • Prepared technical documentation used for orientation and training for the Faculty and Staff in the Neeley Business School. • Interfaced with outside vendors for the production and implementation of technology used in Neeley Business School. • Supported over 300 Windows 7 Enterprise desktops and laptops • Used Symantec Altiris Deployment Solution to routinely reinstall Windows on computers. • Prepared technical documentation used for orientation and training for the Faculty and Staff in the Neeley Business School. • Interfaced with outside vendors for the production and implementation of technology used in Neeley Business School.

Operations Supervisor

• Apr 2007 - Sep 2010

• Proven leadership ability to train and motivate staff to provide highest level of customer service. • Effectively managed all client interaction after business hours at 24/7 Contact Center for U.S. government client. • Demonstrate outstanding problem solving and active listening skills – ability to diffuse problematic customer situations with tact. • Recognized for building positive relationships with business clients and “going beyond expectations” to provide outstanding… Show more • Proven leadership ability to train and motivate staff to provide highest level of customer service. • Effectively managed all client interaction after business hours at 24/7 Contact Center for U.S. government client. • Demonstrate outstanding problem solving and active listening skills – ability to diffuse problematic customer situations with tact. • Recognized for building positive relationships with business clients and “going beyond expectations” to provide outstanding customer service.

Content Research Analyst

• Oct 2004 - Apr 2007

• Conducted research on content requirements for the Call Center Database system, training manuals, and other media as required by the Government client. • Conducted Job Interviews of potential candidates and participated in hiring decisions for the Content Team. • Participated on the Content team that successfully implemented the first web-based CRM system for the Government Client. • Prepared ad hoc reports and interpreted data in call trending and fiscal reports to improve… Show more • Conducted research on content requirements for the Call Center Database system, training manuals, and other media as required by the Government client. • Conducted Job Interviews of potential candidates and participated in hiring decisions for the Content Team. • Participated on the Content team that successfully implemented the first web-based CRM system for the Government Client. • Prepared ad hoc reports and interpreted data in call trending and fiscal reports to improve efficiency of the Call Center. • Documented, tracked and monitored content changes to CRM database system and reported issues to Project Management team and the Government Client.

Customer Service Team Lead

• May 2003 - Oct 2004

• Effectively assisted in the management of 12 – 18 Customer Service Representatives at 24x7 Call Center. • Communicated Call Center performance metrics to Senior Management • Monitored, coached and used positive reinforcement to develop skills and competencies of the CSRs. • Assisted Customer Service Supervisor by preparing daily performance reports and managed administrative tasks. • Ensured employees adhere to work schedules for arrival, breaks and requests for leave to… Show more • Effectively assisted in the management of 12 – 18 Customer Service Representatives at 24x7 Call Center. • Communicated Call Center performance metrics to Senior Management • Monitored, coached and used positive reinforcement to develop skills and competencies of the CSRs. • Assisted Customer Service Supervisor by preparing daily performance reports and managed administrative tasks. • Ensured employees adhere to work schedules for arrival, breaks and requests for leave to meet business needs.

Customer Service Representative

• Sep 2002 - May 2003

• Demonstrated outstanding problem solving and helped achieve first call resolution for customers. • Awarded “Summit Club” recognition for excellent customer service monitoring scores. • Awarded “6 Point Club” recognition for maintaining no unscheduled tardy or absence.