Cindy Wilson Email & Phone Number

Mukilteo, Wa, Us

Provide support enterprise wide to end users by troubleshooting desktop issues, escalating as necessary, perform software and hardware installations, as well as maintain updates and document activities. Install, configure, and deploy new computers.- Ensure successful daily user operations by responding to incidents, troubleshooting desktop issues, performing diagnostic testing and resolving desktop inquiries.- Accurately document support issues, activities and/or resolutions and communicate user feedback to managers and IT team members.- Monitor system changes, understand impact to end users and perform hardware and software installations, and updates to desktop and laptop computers.- Contribute to the development and maintenance of IT procedures, maintain and populate Knowledge Base articles, sharing best practices, and updating documentation as necessary.

Provide enterprise wide user support to the largest 100% Native American-owned A&E firm in the U.S., for network and CAD related issues, as well as backup support to the Local Network Administrator, in AK, AZ, CA, CO, ID, ND, OR and WA offices.- Image and deploy desktops and laptops “from out of the box”, to users in office and at all Washington jobsites. - Provide all hardware and set up remote job sites. - Experience troubleshooting, assessing and solving support issues involving desktop hardware and software. - Experience with managing the lifecycle of incident/request reporting using Microsoft System Center Service Manager, for tracking, resolution, help desk ticketing.- Provide remote support to internal company users, on desktop PC’s, laptops, tablets and mobile devices. - Provide training and technical assistance, to new and previously hired system users. - Documented a series of standard “How To” email templates, that were easily forwarded to users in need of guidance. Including creating Outlook .PSTs, creating signatures, adding corporate email to cell phones, checking out CAD licenses, adding printers, as well as how to create links and access the FTP site. - Use and support Microsoft Office 2007, 2010 & 2013, Lync, experience with the Windows platform through Windows 7, Active Directory, as well as Microsoft System Center Configuration Manager. - Configure and resolve issues for users with Android, iPhone, and Windows cell phones. - Install and configure USB wireless devices for users at job sites. Give access, and instruct use of VPN.- Install, support, and maintain established company standards and software from AutoCAD 2006 Land Desktop through a Civil 3D 2012 environment. - Maintain network library of agency standards. - Work with users to customize their individual workspaces, CUIs, printing, all encompassing of CAD. - Provide new employees with CAD or Network orientation. Document practices, standards, and management procedures.

Ensure success of products in an Enterprise environment through testing the scalability, performance, load, stress, and reliability of the software. Work closely with and report to Chief Technology Officer (CTO) in defining project goals and gaining overall product knowledge. In conjunction with the Network Manager, understand the network administration layout and specific network admin tasks with a view to providing emergency and vacation back-up as required. Manage the execution of testing and documentation updates within project deadlines with a high degree of confidence and quality. Develop comprehensive test. Responsible for creating and/or modifying existing test criteria for all functional areas of software testing including UI, accessibility, API, security, etc. Plan, manage and track testing activities for software product releases with appropriate technical staff. Work closely with developers to ensure defects are correctly identified, fixed, and incorporated into product builds. Collaborate with developers to ensure the Enterprise-readiness of products. Interact with customers during beta/release programs, and track feedback.

Generate CAD practices and installation standards. Document network and various software installation procedures and configurations. Define baseline criteria documents for clients and prospective clients. Maintain computer systems for a high degree of reliability, stability, and standardization of user access and permissions. Provide user support within the Engineering department. Act as IS Manager as needed. Document server, workstations, local groups, backup routines, printer and plotter physical locations and mapped drive connections. Define new employee accounts, generate profiles, assign users to specific local groups and enable accounts with User Manager in an NT 4.0 environment. Configure PCs for on-site use, and laptops with dialup and mail accounts for off-site use. Install hardware and support as required. Provide technical support to users in areas of software command syntax, plotter usage, transfer of files via file servers, email, word processor software and computer hardware. Provide file recovery and file retrieval. In cooperation with the Information Systems Manager, support 85 local and 15 remote users with PCs, running Windows 98/ME, and Windows NT Workstation with Microsoft Office 2000, including AutoCAD 2000i, R2000, R14, and 30+ other applications. Maintain 3D/2D AutoPlant Design System. Perform customization required to implement the system. Implement new software updates as released, which require specific company customization. Support Engineering personnel in use of Rebis 2D P&ID, 3D Piping and Explorer/ID. Generate and modify specs using Rebis Spec Generator. Customize and generate Bill of Material Reports, per client specifications, and customize database reports. Configure AutoIsogen application per project.

Test company software products, document errors/bugs, assign and track resolution. Work directly with the Chief Technology Officer (CTO) to achieve bug free product releases. Provide technical support, training and problem resolution to customers. Prepare "use of product" screen-cams. Update web site with current product releases, Tech Notes and FAQs. Compose product release Readme files.

Generate specific metadata reports per direction and order of Department of Energy (DOE). Develop and maintain core level metadata reports of Structures, Boundaries, Geodetic Control, Transportation, Hydrography, Fences, and Topography metadata, for Hanford Site spatial data.Customize design menus, modify AutoLISP programs, write macros, and script files. Perform as local group administrator of Drawing Management System (DMS), for access and control of drawings.

Prepared 2D and 3D conceptual, preliminary and final mechanical component designs, based on defined system criteria to ANSI Y14.5m and ASME standards using AutoCAD. Perform basic engineering calculations, including selection of materials, hardware, components, and all aspects of drafting. Responsible for quality control check of vendor generated drawings.