Cassidy Floodstrom Email & Phone Number

Pittsburgh, Pa, Us

Field services administrator for NE operations. SCCM and Intune administrator. Tier 2/3 for helpdesk. All duties from System Administrator role.Transitioned from Field Services into EUC team solely in 2022. Shifted SCCM to comanaged with Intune, then to CMG, all workloads on the Intune side. SCCM kept for its query and collection building capabilities.Developed Windows patching strategies for different LOB needs (surgery centers, clinics, hospitals) via Intune. Worked closely with Infrastructure to correct environment issues in legacy systems (networks, group policy, DNS, etc) affecting software pushes.Advised Project Management team on New Acquisition discovery for workstation needs, time expectations, and alternate deliverable solutions.

Greater Nashville Area, Tn

Part of a field service team (Enterprise application and hardware deployment). Project work (Intune and Autopilot, SCCM, O365, healthcare EMR applications, others as needed by various departments.) Absolute Computrace administratorPartners with Helpdesk, Engineering, Development on their deployment projects and helps track and enumerate client machine specs, usage and warranty status for various departments throughout IT, using SCCM, Intune and Lansweeper.Works with networking and data center teams to set up and correct SCCM distribution point and boundary problems during site acquisitions. Configures various installers for deployment through standard and assisted means via powershell and batch scripting. Performs queries for collections and baselines to organize and enumerate various divisions within the company for proper targeting. Utilizes Task sequences for multiple action items, particularly during remove and replace deployments, sending company standard security applications all at once to new sites, working with configuration scripts and files, etc. Works closely with Security team on Windows patching, 3rd party software vulnerability remediation, site acquisition software pushes, strategy for pushing Windows 10 build updates in phases, etc.

Greater Nashville Area, Tn

• Stood up and configured SCCM Site Server, Distribution Points, IBCM server. Maintains and updates clients, images, and software deployments. Partners with other teams on the same. • Previously created, maintained, and deployed Windows 7 and 10 images using MDT and WDS. Partners closely with Helpdesk on base image needs and benchmarks updated models. • Purchases and ships equipment to surgery centers and pain clinics. • Works closely with field Implementation personnel during site hardware preparation and installation. • Acted as second tier support when Helpdesk management was unavailable. Partnered with the Helpdesk to troubleshoot domain and network issues, computer hardware and legacy applications, such as AdvantX, SiS, GMED, NextGen, HST, Solomon, and DocLink. • Performed administrative tasks, such as granting domain and local rights to machines, restarting services on servers, resetting passwords. • Wrote and maintained troubleshooting and installation documentation for Helpdesk via Mediawiki. • Working to inventory several LOBs by partnering with ServiceNow administrator to import LANSweeper computer data. • Purchased replacement and new computers across the organization. During special projects, partnered with hardware vendor on imaging bulk purchases for faster shipping.

Greater Nashville Area, Tn

Contract with SurgeryPartners IT:• Assist with password resets, permissions, surgery-center specific applications, hardware and network issues, onsite and remote imaging and configuration, Citrix support via Director, File/Print/Email server troubleshooting in Windows Server 2003/08/12. • Partner with management and Infrastructure team to resolve site-wide issues within SLA. Partner with team members and resources to drive results.• Expanding helpdesk team knowledgebase by centralizing merged company documents and team troubleshooting.

Greater Nashville Area, Tn

• Provide technical support and customer service for business clients on desktop, portable NS workstation computers. Troubleshoot operating system and hardware issues, and dispatch parts and labor for issues diagnosed as part failure. Own cases to resolution, emailing and calling clients as needed. Log interactions in Seibel CRM.• Best effort for third party hardware, software, and malware removal. RAID level 10, multiple processors, more restrictive memory guidelines, higher performance graphics, and more complex software issues. Utilized phones and Talisma chat, and owned cases by email. Sold needed upgrades and out of warranty parts,. • Utilize Avaya call agent and Sonicwall VPN connection to access tools for resolution. Partnered with agents, coaches, and managers for issues needing more urgent attention. • Troubleshot computers via chat and phone, assisting two or more customers at a time. Maintained low service level while assisting multiple clients, providing value for company support costs. • Wrote macros and modified language as necessary for customers of different skill levels. • As part of Resolution Expert program launch, assisted internal representatives from client business support queues with troubleshooting and policy questions • Tasked with a team to pull data on common call drivers for the site, presenting a case for keeping chat permanent. Utilized D3, MS Access, Excel, and Powerpoint. • Partnered with senior agents to assist other teams as QA SME for Chat. Increased customer satisfaction metric with changes to ownership, greetings, and active listening. • Audited and mentored new chat technicians on CRM usage, verbiage, chat flow, metrics and troubleshooting. Presented an introductory lesson on active listening to team. Provided guidance to new hire agents during their Transition Queue phase of training.• Partnered with current Prosupport Chat and Workstation Phone teams to further improve initial call and ownership processes.

Greater Pittsburgh Area

• Troubleshot high speed internet connections, cable TV, and performed informational and financial account upkeep for customers in the tri-state area. • Dispatched parts and labor for issues not resolved by phone. Utilized Remedy and noted customer account with call content and further action needed. • Overnight shift added IVR messaging for outages.

Pittsburgh International Airport

Sold, maintained books in-store. Answered customer questions regarding policy and products. Ordered books, restocked inventory, maintained cash and safe monies.

Bachelor'S Degree, Social Sciences

Activities and Societies: Minor in PhilosophyDean's List 2014 Graduated Cum Laude

Associate Of Science, Computer Repair And Networking

Activities and Societies: A+ certified, Network+ certified

Applied Art, Printmaking And Graphic Design

Associate Of Art, Liberal Arts