Amy L. Email & Phone Number

Bellevue, Washington, United States

San Francisco Bay Area

• Hardware provisioning, imaging, troubleshooting, remote management support, and software installations for iOS, OSX, Windows and Linux• Utilized VMware AirWatch MDM Admin console to enroll, secure and manage user mobile devices, applications and corporate data for corporate-owned mobile devices and BYOD• Troubleshoot a variety of client, mobile, and cloud applications (Gsuite, MS office, Salesforce mobile apps)• Network support and troubleshooting (VPN, wireless network, hardwire)• Provide first level support for multiple enterprise proprietary applications• Solid understanding of AD and access management to assist users with network credentials• Understanding and adhering to Security and corporate best policies and informing users of policies• Understanding of customer and technical support processes• Collaborated and build cross functional business relationships between different teams on a daily basis• Point of escalation for assigned Techbar • Communicate new processes, outages, and knowledge to team when present• IT support for New Hire orientation for over 50+ users • Provide executive Level 1 conference room support including Chrome Box and remote connection software

• Imaging and provisioning 40+ assets a week for hardware break fixes and asset swaps• Managing inventory, conducting weekly audits, and ordering assets/peripherals for the provisioning lab• Utilized Jamf to ensure OSX computers were enrolled in Device Enrollment Program to comply with Provisioning and IT policies• Assisting users with hardware troubleshooting resulting in less downtime• Apply analytic methods to predict or control logistics operations when completing Inventory Count and Requests, and peripherals request for the lab• Adopted extra responsibility as the point of contact in lab for requests and escalations• Coordinate with Logistics, Provisioning, Techforce, and Asset Lead regarding escalations and requests• Communicate with coordinators to manage tech scheduled asset swaps• Ensure required workstations and devices are registered and added in ISE• Imaging: DEP, Casper (remote management), Windows, Legacy, Linux

• Worked closely with users to troubleshoot software issues on a virtual environment• Run Monthly Security patches for Hardware equipment• Exported Directory data for maintenance clean up• One on one user support to all users including C-Level executives and partners• Utilized VMware AirWatch MDM to deploy, secure and manage user mobile devices, applications and data during deployments• General troubleshooting iOS and Android mobile devices and software applications in the virtual environment• Created knowledge articles of undocumented process to better assist future support teams and admins Project: New Asset Deployment• Contacted 2500+ users to go through deployment process and scheduling in States and International offices• Managed entire domestic and international deployment schedules, which includes regional deployment technician calendars• Coordinated and managed Deployment schedule and shipments with regional techs• Verbally explained and performed the process of deployment with users for Windows and OSX systems: Password change, Keychain (OSX), backup, file transfer, image and provisioning, and setting up Box• Remote computer preparations and setup with remote conferencing software• Created knowledge articles of undocumented process to better assist future support teams and admins

San Francisco Bay Area

- Salesforce object model & SOQL experience- Hands-on experience with business processes- Communicated daily with Account Managers, other partner teams, and executives regarding Partner-related issues and identified strategic opportunities to streamline communication and increase operational efficiencies between Salesforce and external Partners- Analyzed global Partner records and eligibility status by maintaining detailed and accurate data in Excel- Processed Partner enrollment forms, created sales opportunities, and communicated with Partners across geographic regions to assess and meet Partner needs- Supported Customer Success team in auditing, monitoring, and resetting 250+ technical support cases to resolve Partner (external consultant) contract discrepancies, and escalated technical issues to appropriate team as needed to ensure rapid resolution- Improved engagement and strengthened Partner Community by developing and implementing a Partner Hub, initiating weekly Q&A sessions via live webinars, and updating news and events within Partner Community- Reviewed and verified 1200+ AppExchange price listings, and collaborated with Marketing Team to cross-analyze 900+ AppExchange partner accounts, verifying which did not qualify to be listed

San Francisco Bay Area

- Ran preliminary tests on 15+ patients a day by recording vitals, retinal images, and basic vision tests before patients met with doctors - Maintained doctor appointment booking and scheduling using Ciao and EyeMed- Processed medical and retail sales and ran all customer purchases through insurance- Engaged and connected with customers to assess their needs, recommended best-fitting products, and advised on additional accessories and products- Certified as a Contact Lens Technician and trained new patients to simplify experience for first-time wearers- Troubleshot and identified potential problems with patient and customer eyewear and prescription- Engage and connect with patients /customers to ensure they receive the best customer service including informing and educating them about their eyewear during their visit

San Francisco Bay Area