Amanda Semmelmann Email & Phone Number

• Provides tier I and II client support • Implements the NexusTek Best Practices across customer base. • Accountable for maintaining high levels of customer satisfaction and billable/utilization hours. • Works closely with project engineering, client services team, management team, and 3rd party vendors to resolve client’s technology issues. • Takes incoming support calls.• Responds and performs timely and accurate service tasks as defined for individual clients. • Resolves technical issues including, but not limited to, Microsoft Operating Systems, Windows Server (2008/2012/2016/2019), workstation/server hardware, peripheral devices including printers, scanners, etc., cloud and virtualization-based technologies, and common client/server applications.

Cedar Park, Texas, United States

• Treated every issues with a sense of urgency in a fast-pace environment. • Provided small to medium sized businesses with technical support that includes, but not limited to computer helpdesk support such as installations, upgrades and end-user support. • Utilized Connectwise Manage ticketing system to provide high quality customer service, resolving cases via telephone support or in person, with escalation and follow-up of complex problems to Tier 3 engineers to ensure timely problem resolution. • Proficiently troubleshooted, fixed, installed, configured and deployd hardware and software. • Maintained Active Directory in Microsoft Windows Server 2008 R2, 2012 R2, 2016, 2019. • Provided Microsoft 365 Administration. • Performed and sustained backups for workstations, Windows servers, Microsoft 365 mailboxes and databases using Solarwinds, Unitrends, StorageCraft, Veeam, and Amazon S3. • Implemented antivirus management using ESET Security Management Center. • Conducted project management. • Participated in after-hours on-call support rotation schedule.

• Provided PC hardware/software and peripherals support along with data and voice administration. • Provided network connectivity, print sharing, remote access, file sharing, user and computer account administration support.

• Designed and maintained the citywide switching and routing infrastructure including network services, in-building wiring plans, installations, upgrades and end-user support. • Participated in and was responsible for the backup and recovery of the city’s network infrastructure in accordance with the IS disaster recovery plan. • Evaluated new and existing technologies and made recommendations to Assistant Director of Information Services. • Performed network equipment and software maintenance in a competent and timely manner. • Maintained accurate and current inventory of all City network hardware and software associated with networks. • Programmed and maintained City’s access control and physical security systems. • Maintained accurate and current port maps for all core, distribution and edge devices. • Provided twenty-four hour on-call service as needed for emergency situations. • Designed and updated network diagrams in a clear and concise fashion

Cedar Park, Tx

• Provided citywide computer helpdesk support to include installations, upgrades and end-user support. • Utilized IT helpdesk work order system to provide high quality customer service, resolving cases via telephone support or in person, with escalation and follow-up of complex problems to IT Director to ensure timely problem resolution. • Provided PC hardware/software and peripherals support along with data and voice administration. • Provided network connectivity, print sharing, remote access, file sharing, user and computer account administration support. • Maintained all City desktops and laptops, including configuration, preventive maintenance, repairs and upgrades. • Evaluated new and existing technologies and makes recommendations to Information Technology Director and IT staff concerning possible solutions for the areas of computer technology and automated systems. • Provided training services, in person or via telephone, to allow for a highly trained and informed City staff. • Performed technology equipment and software maintenance in a competent and timely manner. • Assisted in maintaining accurate and current inventory of all City computer hardware and software associated with desktop computing networks. • Assisted in maintaining city access control system and administration of citywide VoIP phone systems. • Performed work administration on problem tickets in support queues and projects as assigned by management. • Maintained accurate and current port map for desktop and network equipment. • Participated in after-hours on-call support rotation schedule.

Cedar Park, Tx

• Used a computer-aided dispatch system, received emergency calls from the public requesting police, fire, medical or other emergency services. • Determined the nature and location of emergencies, determined priorities, and dispatched police, fire or other emergency units as necessary and in accordance with established procedures. • Received and processed 911 emergency calls, maintained contact with all units on assignment, maintained status and location of police and fire units. • Monitored direct emergency alarms, answered non-emergency calls for assistance. Entered, updated and retrieved information from a variety of computer systems. • Received requests for information regarding vehicle registration, driving records and warrants, and provided pertinent data. • Monitored several complex public safety radio frequencies and operated a variety of communications equipment, including radio consoles, telephones and computer systems.

Bachelor Of Science - Bs, Information Technology

Associate Of Applied Science, Computer Systems Management Technology