JT Austin
Information Technology Support Specialist at Acutronic Group- Claim this Profile
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Bio
Credentials
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Imprivata Certified Engineer
ImprivataApr, 2013- Nov, 2024 -
CompTIA A ce
CompTIASep, 2015- Nov, 2024
Experience
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Acutronic Group
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Switzerland
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Defense and Space Manufacturing
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1 - 100 Employee
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Information Technology Support Specialist
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Nov 2022 - Present
Aerospace division's on-site support. More to come beginning on November 14th. Aerospace division's on-site support. More to come beginning on November 14th.
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Neology, Inc.
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Technical Support Tier II Lead
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Jun 2017 - Nov 2022
Neology Inc purchased the company from 3M in June of 2017 - The ALPR Division has now been re-branded under the Neology, Inc umbrella After the move, I continued as the primary Tier II Technical Support Technician with duties including: Troubleshoot and support 1500+ domestic and international ALPR accounts across time zones Assist with domestic and international RMA intake, logistics, customer communications, and shipping Assist leadership with development of procedural streamlining Assist leadership with operations support and brainstorming Simultaneously collaborate with multiple teams to decrease customer down-time Assist Sales with warm-market opportunities discovered through technical support cases Exceed SLA in response, resolution, and escalation of trouble tickets Use critical thinking to adjust prescribed SLA in order to meet unique one-off customer needs Document process and procedure to assist with future internal growth and training Assist Field Technicians with physical install and commissioning of ALPR products as needed In 2020, I was promoted to Tier2 Technical Lead and SME for Mobile ALPR hardware and software likely as a result of the additional areas of expertise I assist with: Engineering - product testing, burn-ins, and primary liaison between department and customers Knowledge Base - built and maintain an FAQ New-hire Training - built curriculum and testing Onboarding - train new-hire staff Project Coordination - various domestic and international goals Operations - design, product shots, procedural recommendations, and support SLA recommendations Administration - build/modify accounts, resolve data entry errors, and coordinate with internal depts. Show less
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3M
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United States
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Industrial Machinery Manufacturing
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700 & Above Employee
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ALPR Support Technician
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Apr 2017 - May 2017
Diagnose a variety of integrated enterprise systems including communications, hardware and software. Proactively address technical issues in conjunction with customer needs from inbound calls, service complaints, and general inquiries with stellar customer service. Work well with other team members as well as Engineering and Sales teams to maintain/improve customer relationships/recognize opportunities for new business. Develop product expertise and training skills, in order to act as a resource for customers, sales, vendors, and others in handling complex situations. Continue the education process on more and more complex systems/issues. Analyze, recommend, and suggest alternative solutions to meet customer needs. Follow defined SLA/SOP Help Desk operating procedures; accurately log all Help Desk contacts using tracking software. Exhibit good discriminatory judgment in evaluating results of those tasks, and suggests future direction based on these results. Apply fundamental technical skills to provide support and services to one or more of the following: manufacturing, division, external customers, etc. Activities may include product modification, application development, technology development, process development, life cycle management, technical service, manufacturing support and product support. This includes understanding project scope, expectations and requirements. May participate in general cost reduction, quality improvement efforts, etc. Communicate results of assigned projects/tasks to respective business groups and/ or appropriate customers. Communicate relevant findings to external parties/customers as appropriate. This may include preparing reports, presentations, and other written documents. Begin to provide the voice of customer and Industry trends back to leadership. Build a working knowledge of key corporate initiatives and apply appropriate tools to the job function Show less
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Williamson County
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United States
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Government Administration
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500 - 600 Employee
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Applications Administrator (Public Safety)
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Nov 2011 - Apr 2017
Support 911/Dispatch, Sheriff's Office, Constables Offices, Fire Departments, EMS, Emergency Management, Hazmat, City Police Departments, and others.From Hardware to Software Support, in the IT world of Public Safety Support I do it all and have the experience to back it up.I support simple end-user Active Directory issues all the way to the more expansive enterprise-wide technical issues. I am part of a three person team responsible for supporting roughly 900 Public Safety users. I'm the project Lead responsible for County-wide distribution, implementation, and maintenance of our state mandated two-factor advanced authentication solution. I interact directly with national vendors, help in budget planning, and personally support approximately 750 employees across multiple agencies.As the County continues to grow, I strive to do the same - learning new skills and managing new responsibilities while doing my absolute best to maintain a healthy life/work balance. Show less
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IT Support Specialist
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Nov 2010 - Nov 2011
Lead Hardware Support Specialist for Public Safety Mobile Data Project
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Warrant Clerk Constable Pct. 3
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Dec 2008 - Dec 2010
Responsible for reviewing incoming warrants, sending correspondence, processing defendant's payments (in order to have the warrant recalled) and dispensation of files to law enforcement officers.Also collaborate with Deputies in the search for defendants who have chosen to go missing. You can run, but.... yeah, you know the rest :]
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Family Heritage Life Insurance Company of America
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Insurance
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700 & Above Employee
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Licensed Agent
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Jan 2007 - Apr 2009
It was my esteemed pleasure to work for such an amazing company with such an amazing group of people. I unfortunately had to leave for medical reasons, and miss it already. It was my esteemed pleasure to work for such an amazing company with such an amazing group of people. I unfortunately had to leave for medical reasons, and miss it already.
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Lead Account Rep. / Trainer
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Apr 2006 - Oct 2006
Outsourced customer acquisition for Fortune 500 clients, Coached entry level sales professionals / teams, and Ran phase one of the 2nd round Interview process for the firm. Outsourced customer acquisition for Fortune 500 clients, Coached entry level sales professionals / teams, and Ran phase one of the 2nd round Interview process for the firm.
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H-E-B
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United States
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Retail
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700 & Above Employee
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SRS/PIC/NIP
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May 2003 - Mar 2006
Perpetual Inventory Control and New Item Placement. Daily store inventory management using the Store Replenishment System for the largest grossing Austin area HEB location. Perpetual Inventory Control and New Item Placement. Daily store inventory management using the Store Replenishment System for the largest grossing Austin area HEB location.
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Education
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1999 - 2005
The University of Texas at Austin
Bachelor of Arts - BA, Hispanic Studies
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