Amanda Adcock Email & Phone Number

Concord, Ca, Us

Concord, Ca, Us

San Francisco, California, Us

- Integral stakeholder in the development of Meraki’s support strategy in conjunction with Cisco technical support to provide a One-Cisco customer experience for Cloud Management and Cloud Monitoring product offerings.- Delivered global customer service training and onboarding for individual contributors to confidently navigate complex customer support experiences, and build effective customer relationships.- Supported and guided a global network support team through Implementing, testing, and analyzing the viability of the omnichannel workflow solution for agent efficiency and enhanced customer service.- Established support relationships between internal and external stakeholders in an effort to create seamless customer experiences for ESL product offerings.- Influenced to drive departmental improvement of gender diversity through advocations of candidates, team members, and education of peers.- Developed and oversaw global support lab strategic road mapping to bring consistency, reliability, and equity across office lab environments while enhancing the tools and inventory available to the network support staff.

San Francisco, California, Us

San Francisco, California, Us

Pleasant Hill, Ca, Us

Pleasant Hill, Ca, Us

-Working with the Executive team to plan and coordinate both short- and long- term IT strategy and implementation; while Managing overall coordination of IT Projects, from planning through implementation; including gathering requirements, monitoring project budgets-Serving as liaison between nontechnical business units and IT, communicating technical information and plans.-Analyzing department workflow, setting departmental priorities and meeting departmental goals.-Developing and implementing testing and evaluation plans for IT systems and controls to gauge conformity with company standards of efficiency, accuracy and security.-Develop and maintain vendor and consultant relationships associated to the IT department’s technologies and projects.-Accomplishes departmental financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective action.-Overseeing the IT department’s hiring, training, and review processes.-Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications and establishing personal networks.

North Chicago, Illinois, Us

- Review, analyze and evaluate business systems and user needs- Documents requirements, defines scope and objectives and formulates systems to parallel overall business strategies- Follows and Enforces proper adherence to Sarbanes Oxley compliance- Responsible for thorough documentation of business systems- Acts as a Subject Matter Expert (SME) for supporting business operations systems.- Propose, Improve and / or automate technologies in order to achieve efficiencies and increase productivity- Lead / participate on project teams representing the IT Department in order to meet and exceed customer needs while achieving process and technology improvements for the organization. - Remain up-to-date and current on developing business trends as they pertain to the application of financial systems and processes- Coordinate with IT service providers to implement environmental upgrades and technology solutions with the goal to minimize impact on user community while improving the IT environment.- Follow all regulatory policies and procedures, privacy and security standards in accordance with Government agencies to include HIPAA requirements

North Chicago, Illinois, Us

Managing day-to-day operations including the tracking of service requests and escalations.Developing, implementing and managing operational standards and escalation procedures to ensure service levels are maintained at a consistent level.Maintain accurate records of desktops, laptops, printers, copiers and fax machines. Update and communicate to departments the schedule of equipment replacementsCompletes, maintains, and processes documentation and records; plans and schedules support according to user’s needs.Assists in driving new technology and process implementation to improve the efficiency and effectiveness of the Help Desk groupProvides assistance concerning the use of computer hardware and software, including printing, installation, software support, electronic mail, and operating systemsManages the installation of hardware systems including personal computers, printers, and networking equipment.Train staff on operational procedures and troubleshooting techniquesAssists in the management, support and installation of the telecom phone system by documenting calls and ensuring accurate information is captured.Identifies and escalates obstacles influencing timely resolution to customer requests.Maintains and improves proficiency with tools needed to perform daily functions.Follows all regulatory policies, procedures, privacy, and security standards in accordance with government agencies including all HIPAA and SOX requirements.Maintain a culture of accountability, setting clear objectives for all employees in areas of responsibility through regular follow-up, variance tracking and demonstrated achievement of resultsConduct accurate and timely assessment of subordinates through performance reviews quarterly and yearlyIdentify and assist with implementation of business process and work flow improvements within organizationLend guidance, support and subject matter expertise to management team and other departments

North Chicago, Illinois, Us

Configuring and Adding New User Accounts via Active DirectoryImaging and Deploying New Machines using Symantec GhostManaging and Creating InventoryConfiguring Badge Access using Pinnacle SoftwareConfiguring and Managing ShoreTel Phone Accounts

Princeton, New Jersey, Us

Managed User Account Creation of In-House Developed SoftwareApplication Support of In-House Developed SoftwareExperience with DICOM Image Headers, SQL Queries and UNIX Server Administration

Princeton, New Jersey, Us

Provide Support for Hardware and Software (Windows)Deploy New MachinesManage Windows 2003 ServersProvide Level 1, and 2 Support for Help DeskInstall in-house software Citrix Presentation Server 4.0Assist in Managing Unix Servers and SoftwareSQL Database Queries Telephone Systems (Patch-Panel, Siemens HiPath Manager)

Us

Diagnosis of hardware and software issuesInstallation of hardware and softwareSpyware and virus removalPhysical cleaning of computer equipment (internal and external)TroubleshootingBacking up of customer dataComputer salesApple Product CertifiedSpecialized in promoting Geek Squad Services

Assisted in managing a large scale computer networkTrained staff employees on softwareDesigned, managed and maintained website Fixed computer hardware issuesAssisted in Managing Windows 2000 Servers