Amy Antos Email & Phone Number

Georgetown, Tx, Us

Liberty Lake, Wa

SOFTWARE IMPLEMENTATION: Implemented technical solutions for utility companies throughout the US, Caribbean & Canada from the initial planning stages, throughout installation, process design, testing, & onsite training.TECHNICAL SUPPORT: Performed installation, configuration, troubleshooting, analysis & design of multiple software & hardware solutions for customers of all technical levels. LEADERSHIP: Selected to be the Salesforce Knowledge base system (KBA) project lead. Lead a team of six managers, & one developer and over fifteen subject matter experts (SMEs) from across the globe for the complete overhaul of this system. Developed governance, policy and procedure guidelines and process documentation along with video & slideshow training.• Provide valuable reporting metrics with graphs & charts on the performance of the service teams on customer cases for senior management. Data extraction utilizing SQL queries from databases.SYSTEM ADMINISTRATION: SharePoint site administrator for Client Services department as I proactively revamped and improved this important resource and created a much more efficient, organized and streamlined tool for the department to use. Designed the structure using naming conventions, created security groups, shared workplaces, calendar syncing and document repositories for project & product teams to have one place to manage their activities, goals and progress.TRAINING: Train internal employees on software & processes. Travel across the U.S and Canada to provide up to 4 day customer training with as many as 24 trainees. Managed all travel, logistics, training material, lab exercises, shipment & setup of classroom hardware & software. PROBLEM & CHANGE MANAGEMENT: Identified significant system issues and bugs and requested changes from developers. Monitored the change life cycle ensuring valid fixes were tested & delivered to customers. Worked cross-functionally with remote coworkers & teams from various offices in US.

Providing full service photography experience to include a design & planning consultation, hair & makeup services and providing quality, heirloom products for contemporary glamour, portraits, personal branding and business headshots.Quality and service is the focus of Beyond A Studio.A business owner wears many hats: Accountant & bookkepper, Web Designer, Digital Design and Marketing Material, In Person and Digital Marketing, Sales, Business to Business Networking & Relationship Building.

Olympia, Wa

DESKTOP SUPPORT: Provide desktop technical support at a tier 2 level supporting service desk incidents and service requests in a networked, Microsoft Windows environment along with state point of sale (POS) systems across the state. Install & troubleshoot network routers and switches ensuring access to the Internet, servers printers, and file shares. Windows user account management in Active Directory, along with group and policy management. Enterprise applicationinstallation & support and with completing a daily backup and restore process.• Administer a hardware lease program replacement on a 3-year cycle which included laptops & desktop upgrades. Decided on hardware specs and worked with government contractor to purchase equipment. Loaded Software image on new computers along with copying over user profile data, setting up printers, and external devices. Traveled across the state for a statewide POS desktop upgrade.PROJECT LEAD: Selected by IT Management to be a full-time implementation project lead for six months and after serving as system administrator for an Incident Management tool, OTRS. Agency was able to save tens of thousands of dollars on software licensing with this open source software. Studied this tools capabilities and design to become a subject matter expert, worked with development team to configure system and led training program to support after deployment.• Certified in ITIL\IT Service Management: Framework of IT best practices for delivering IT services.• Handpicked by management to be a core team member in a multiple year long project responsible for implementing ITIL methodologies & best practices along with multiple process improvement efforts. Established an IT service catalog, defined incident & request, problem, configuration and change management processes.

Washington State Employment Security Department

BUSINESS ANALYSIS: Liaison between customers, users, product mangers and developers for enterprise system change requests. Communicated the business needs and system requirements to the technical teams, additionally conveyed highly technical details to the non-technical business stakeholders.• Conducted business process analysis to better understand and interpret reporting needs. Additionally created business & technical requirements documents, flowcharts, diagrams, and user documentation.• Created test scripts to test system changes, validating data & security utilizing database query tools.

Washington State Employment Security Department

EXECUTIVE SUPPORT: Served as support staff for executive level management (Assistant Commissioner). Managed inbox, scheduled meetings, and proofread business communications. Website administrator for several workplace websites and created and maintained spreadsheets & databases. Assisted management with various tasks such as, attending meetings to record minutes, assisting with presentation materials, distributed company-wide announcements, booked conference rooms and coordinated annual staff development meetings.• Supported the human resources department staff in the annual employee review process and investigations as well as serving on interview panels.

PERSONNEL MANAGEMENT: Served on the squadrons command support staff team. Responsible for executive level administration and supporting the military personnel assigned to the logistics squadron. Maintained personnel information folders, evaluated offices records management & archival procedures against records retention policies and directives. Ensured enlisted personnel followed standard operating procedures (SOP).COMPUTER SUPPORT: First line of support for technical questions regarding government applications, software and hardware issues.