Audrey Mcgee Email & Phone Number

London, Gb

Pleasanton, Ca, Us

Morristown, New Jersey, Us

In a Global Corporate Environment, servicing 2500+ machines, resolved escalated helpdesk tickets at a tier 2 level, deployed and collected hardware for onboarding and offboarding employees/contractors.Role expanded first to take on and improve the individual computer asset purchase process. I recreated the purchase process using what was there as a base. Implemented new standards to be applied across all refresh tickets, and then reconfigured the actual purchase process to be more clear and uniform. Resulted in a significant decrease in blocked invoices and a much more organized system that could be used by any user following the documentation I created. Role further expanded to create, implement, and manage an automated process for mass refreshing 400+ machines in the North and South America regions. -Created a Microsoft Form that was sent out in waves to users using mail merge. Questions on the form were based off of information we'd need for every request. -Automated end user responses to be sent to a SharePoint list that was used by techs and admins to track assets, deploy and collect dates. -Formatted the List columns based on dates to indicate which users had received new assets but not returned their old ones within 3 business weeks of deployment. -Automated daily query refresh to keep an Excel Spreadsheet with relevant information that went to higher ups -Weekly checks to see if any of the people who were offboarded were a part of the refresh and to remove them from the process. -Weekly checks to ensure deployment and collect ticket dates were up to date to ensure our collect process was accurate.

Broomfield, Co, Us

In an Enterprise Environment, spread over two centralized locations, with 300+ machines in my direct report and 1100+ as part of my team. Using several enterprise tools- including but not limited to Intune/AutoPilot, Active Directory, Azure Endpoint Management, Microsoft Identity Manager, Okta, JAMF, and Flexnet Manager Suite- onboard, manage, update, troubleshoot and remove employees on a local and remote basis.

Boulder, Colorado, Us

In an Enterprise Environment, with approximately 130 machines in my direct report. Onboard new hires, create and implement policies and procedures for upgrading software within the company, and manage users and machines within the Active Directory.Daily work includes AD management, user training, asset deployment/reimaging, Office support, and server tape backups. Use ManageEngine ServiceDesk to track assets, purchases, tickets, and projects.

Boulder, Colorado, Us

In an Enterprise Environment with 200+ machines in my direct report. Work with various tools including SCCM, AD, Group Policy Management, and Casper to manage and support machines belonging to customers of various station from Dean of the College of Engineering to staff members and advisors. Procure, reimage, deploy, and monitor new and existing systems, with a heavy Windows focus using SCCM. I do the same with Casper for Mac devices. Daily work in setting up and supporting Office (particularly Outlook and Lync/Skype for Business), MacMail, Thunderbird, Symantec Encryption Desktop (formerly PGP), Cisco AnyConnect, and various other enterprise tools.Use Service Now to track and record my ticket volume, satisfaction rates, and closure rates, as well as ensure tickets are being taken care of in a timely manner.

San Marcos, Tx, Us

Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the InternetInteract with customers to provide and process information in response to inquiries, concerns, and requests about products and servicesGather client’s information and determine the issue by evaluating and analyzing the symptomsDiagnose and resolve technical hardware and software issues involving email clients, IPTV, VOIP, Windows XP/Vista/7/8, MAC OS 10.1 and on, virus and malware removal, Office 2003-2013, and peripherals such as printers, scanners, and webcams, and finally mobile platform work with Android, iOS, and Windows devices.Diagnose and resolve various networking issues including hardware configuration for modems and routers as well as networked peripherals such as wireless printers and internet enabled televisions.Research required information using available resourcesAccurately process and record call transactions using a computer and designated tracking softwareOffer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business

North Las Vegas, Nevada, Us

Pick up, receive, repair, install and deliver desktop, laptop and mobile hardware and software in Microsoft, MacOS, iOS, Android, and Blackberry environments, both in-shop and at business and residential client sites.Install and configure VOIP systems for clients.Process work orders and invoices for voice and data clients using both traditional and mobile invoicing and billing software.Perform technical support on-site, in-shop, and remotely to users with a wide variety of hardware and software problems, to include: diagnosing, troubleshooting, testing, logging, uninstalling, installing, and configuring software and hardware to resolve problems.Communicate root cause findings, solutions, and user training to avoid repeated future incidents to both technical and non-technical clients.Research new technologies and procedures to meet the needs of clients with wide ranging technology needs, technical knowledge and ability.Provide training to technical and non-technical users on how to identify and prevent problems.Work with other professional IT staff to develop and maintain in-house technical procedures, documentation, and operational instructions as well as communicating client, project, and/or work order status.Test and evaluate software and software upgrades for comparison against client usability requirements.

Process work orders and invoices for customers.Perform in person technical support for a wide variety of hardware and software problems.Communicate findings, steps to repair and software solutions to customers.Work with staff to maintain and follow procedures, documentation, and operational instructions as well as communicating customer and/or work order status internally.Create customized reports from a time and work tracking system internally and for customers.Maintain current and up to date knowledge of various computer components to customize PC's on a client by client basis.