Amanda Simpson Email & Phone Number

Pollock Pines, Ca, Us

Chicago, Illinois, United States

- Provided expert product support to multiple client hospitals for an IoT SaaS platform, ensuring optimal hardware functionality and overall system performance.- Developed and implemented best practices for support operations by analyzing support metrics and trends, optimizing processes, and revamping the technical support strategy. Achieved a 15% increase in first-response resolution rates through timely resolution of all support issues.- Collaborated with Product Development, Partner Success, and Leadership teams to advocate for customer needs.- Managed customer communications during critical incidents, ensuring timely updates and achieving a 95% satisfaction rate in incident resolution.- Delivered comprehensive technical documentation, system education and training to clients and peers, leading to a substantial decrease in support tickets related to user errors.- Engaged in regular in-person client meetings to troubleshoot and diagnose technical problems, fostering stronger client relationships and improving client satisfaction.- Configured and managed Jira Service Management, overseeing all aspects of ticketing, workflow customization, and process automation to enhance efficiency, streamline support operations, and effectively handle client escalations.

Remote

Support engineer for unified call center software.

- Provided hardware and software support to Baptist Health South Florida employees, resolving over 150 technical issues per month and maintaining a 95% first-call resolution rate.- Transitioned to the Security Analyst role after three months, ensuring adherence to client procedures for application access and reducing unauthorized access incidents.- Closely interacted with client management to monitor and update access requests, improving the overall response time for access approvals.- Conducted detailed research and troubleshooting of client access issues, successfully resolving 90% of access-related problems within the first 24 hours.- Mentored and trained peers and help desk staff, providing guidance and knowledge sharing to improve technical skills, enhance service delivery, and foster a collaborative team environment.

Phoenix, Arizona, United States

- Provided high-level hardware, software, and basic network support to over 1,000 employees at JLL Commercial Real Estate, off-site offices and remote staff.- Tracked and managed tasks using SCCD and ServiceNow ticketing software, ensuring efficient task resolution and maintaining accurate records of support activities. - Completed the setup and deployment of Windows and Mac machines across the West Coast, including overseeing asset management and the recycling of old hardware to ensure efficient resource utilization and compliance with environmental regulations. - Collaborated with team members to troubleshoot and resolve complex technical issues.

Watford City, Nd

- Managed all aspects of each project, including HVAC, plumbing, electrical, and carpentry, ensuring timely completion of residential and commercial projects.- Maintained comprehensive office operations, including payroll, accounting, marketing, IT, and employee management, which streamlined administrative processes and improved overall business efficiency by 30%.

Alachua, Fl

• Comprehensive IT Support: Delivered top-tier hardware, software, and network support to employees across RTI Surgical’s home office and multiple global locations. • System Administration: Managed and maintained hardware and software infrastructure, ensuring seamless operation and minimal downtime. • Active Directory Management: Created and managed user and computer accounts, established security groups, and controlled access to shared folders to safeguard company data. • Vendor Coordination: Facilitated effective communication and maintained strong relationships with various IT vendors to ensure optimal service and support. • Procurement and Installation: Oversaw the purchase and installation of new IT equipment, ensuring all hardware met company standards and requirements. • Policy Development: Developed and implemented IT policies and procedures to streamline operations and enhance security. • Training and Development: Provided comprehensive training on software applications and basic computer skills, fostering a tech-savvy workforce. • Project Management: Took initiative on various assignments and projects beyond daily tasks, contributing to the continuous improvement of IT services.

Lake Butler, Florida, United States

• Comprehensive IT Support: Delivered hardware, software, and basic network support to all employees at Lake Butler Hospital and its off-site offices, ensuring smooth day-to-day operations. • Server Implementation: Assisted in the implementation and maintenance of servers, setting up users and groups in Active Directory, and creating shared folders for streamlined access. • System Maintenance: Maintained servers and systems within the hospital and off-site locations to ensure optimal performance and reliability. • Task Tracking: Utilized Teamwork’s Work Order Systems software to track and manage IT tasks efficiently. • Procurement and Installation: Managed the procurement and installation of new equipment, ensuring the hospital’s technology needs were met effectively. • Policy Development: Developed and implemented IT policies and procedures to enhance operational efficiency and security. • Employee Training: Provided comprehensive training and orientation to employees on various software applications and basic computer skills, promoting a tech-savvy workforce. • Network Management: Installed new network cables and ports, accommodating system relocations and the addition of new devices to the network.

SPS merged with AFS Technologies they are the leading providers of sales, marketing, and delivery software in the food and beverage industry.

Daytona Beach, Florida, United States

• High-Level Software Support: Delivered expert support for various in-house software applications, Microsoft Office, Open Office, printers, and basic networking issues for approximately 4,000 users across 400 locations nationwide. • Hardware Maintenance: Collaborated with the Desktop Engineering team to perform maintenance and repairs on Dell systems and multiple peripheral devices, ensuring reliable and efficient operation. • Employee Training: Assisted in training new employees, equipping them with the necessary skills to effectively use the company’s software and hardware resources. • Team Collaboration: Provided additional support to team members as needed, fostering a collaborative and supportive work environment.

Conducted surveys with customers. Scheduled reservations for customers.

Provided system maintenance on the office computers, network and printers. Assisted Office Manager with tracking inventory and payroll. Assisted with production and installation of vinyl fencing.

Provided Level 1 hardware and software support to Dell customers. Support for all Dell systems including desktops and laptops. Tracked calls using ticketing software provided by Dell.

Master Of Science - Ms, Management Information Systems, General

Bachelor Of Science - Bs, Information Technology