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Mobility Administrator Resume

Lake County, IL

SUMMARY

  • Mobile device management, troubleshooting, diagnostics, and repair
  • Computer and network troubleshooting, diagnostics, and repair
  • Software development
  • Strong organizational and communication skills
  • Over twelve years of customer service/user support experience

TECHNICAL SKILLS

Applications: Access, Active Directory, Asignet,Azure Active Directory, eTicket, Excel, Exchange, GitHub, MCE, MDSL, Medallia, MobileIron, OneNote, Outlook, Pervacio, PowerPoint, Publisher, Putty, Remedy, RMS FrontOffice, RMS BackOffice, ServiceBench, ServiceNow, SharePoint, SourceTree, Teams, VirtualBox, vmWare, Visual Studio, WireShark, Word, ZenDesk, Zoom

Programming and Scripting: Bash, Cisco IOS, CLI, CSS, C++, HTML, JavaScript, MySQL, Oracle 11g, Oracle 12c, Perl, PHP, PowerShell, Python, SAS, SQL, Tera Term, Visual Basic

Networking: Firewalls, Routers, Switches, TCP/IP, LANs/WANs, HTTP, DNS, VoIP, LTE, CDMA

Operating Systems: Android 4.0 and higher; Linux; Mac OS X 10.5 and higher; Windows XP and higher; iOS 9 and higher

Hardware: Mobile Devices (Android, iOS, watchOS, iPadOS), iMacs, Desktops, Smartwatches (Apple, Samsung, FitBit), Printers, Scanners, Mobile Hotspots, Raspberry Pi

PROFESSIONAL EXPERIENCE

Mobility Administrator

Confidential, Lake County, IL

Responsibilities:

  • Diagnosed and resolved mobility incidents, tasks, and ad hoc requests escalated through service management software
  • Identified, researched, and resolved issues within the Mobile Device Management (MDM) and Telecom Expense Management (TEM) systems
  • Provided administrator level mobile carrier support (multiple carriers) to US - based users
  • Planned and prioritized workload independently to continuously meet monthly and quarterly service-level agreements (SLAs)

Repair Technician

Confidential, Gurnee, Illinois

Responsibilities:

  • Created technical incident tickets for mobile and tablet devices to document troubleshooting and resolutions, including device repairs, network configurations, and device programming
  • Exceeded monthly and quarterly key performance objectives including service and repair metrics (Net Promoter Score, Exchange Rate)
  • Performed various inventory tasks such as counting and monitoring inventory levels, receiving inventory, completing inventory orders, and shipping site-to-site inventory transfers
  • Generated daily reports to district team members concerning metrics, triage/repair volume, new and resolved network outages, and developing issues
  • Managed service and repair escalations, such as on-site customer de-escalations and off-site servicing issues

Research Assistant

Confidential, Frankfort, Kentucky

Responsibilities:

  • Utilized Google Earth Engine to run geospatial analysis of all Landsat mission images
  • Developed scripts that integrated shape files and fusion tables for map image rendering
  • Employed SeaSpace TeraScan to record and analyze atmospheric changes
  • Utilized image warping to superimpose Landsat images over vector files
  • Presented and showcased research findings at multiple national and international conferences including International Geoscience and Remote Sensing Symposium (IGARSS), American Geophysical Union (AGU)

Research Assistant

Confidential

Responsibilities:

  • Created a revision control repository for over 100,000-line proprietary code on graphical processing unit (GPU) based server
  • Diagnosed and assembled original CMake files for a successful build directory
  • Developed CMake modules to correctly identify dependencies on target machines
  • Maintained detailed LaTex documentation to instruct scientists of the methods applied

System Administrator

Confidential, Frankfort, Kentucky

Responsibilities:

  • Implemented overhaul of the Kentucky Homeless Management Information System (HMIS)
  • Conducted and presented research to board members on ways that HMIS could be used to meet the United States Department of Housing and Urban Development (HUD) expectations for developing a coordinated assessment system
  • Created decision tree mapping system of the Emergency Solutions Grant eligibility project
  • Developed performance measurements and accompanying reports via ServicePoint
  • Generated reports using SAS
  • Reviewed ServicePoint update release notes to understand the scope of update and advised on positive and negative impacts on system users
  • Created and managed system user accounts and privileges

Technical Support Specialist

Confidential, Lexington, Kentucky

Responsibilities:

  • Assisted in the deployment of Confidential Go-Live Project to over 1,500 clients
  • Responsible for troubleshooting Confidential software (FirstNet, CareNet, RadNet, PowerChart)
  • Troubleshooting desktop and various medical monitoring devices
  • Utilized Remedy for technical incident reporting

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