Cynthia Head Email and Phone Number

• Ship and receive all IT assets. • Keeping asset management database accurate. • Processing Break / Fix, returns, new seat documentation for end-user computer devices. • Backup Data recovery, imaging, and repair. • Creating incidents/service tickets through ServiceNow (CMDB) our ticket management system. • Assess issues and diagnose problem. • Always keeping tickets up to date. The technology in use includes Windows 10 laptops and desktops, Microsoft Office tools, email using Microsoft Exchange and Outlook, and other typical tools.• Manage the hardware lifecycle management process, from purchasing/receiving to disposal• Enter data into Excel spreadsheet to keep track of all equipment going in and out the system • Maintain an Excel spreadsheet to keep count of all the equipment (Laptop, Pucks, Mouse, keyboards, camera’s and soundbars, monitor’s and docking station along with the iPhones and their accessories to provide in our weekly meeting • Send out Hand receipts to end users• Communicated with end-users clearly and professionally• Work with the AT&T Portal to reinstate iPhone/sim cards• Managed print service, ITSM, Active Directory service• Reports and Billing

● Lead and delegated to a Team of 8 in Sourcing and Inventory related tasks● Worked directly with Program Manager to prep for Executive meetings and to determine priority order for tasks● Shadowed Desktop Support Team Lead to gain Supervisor/Managerial experience● Primary point of contact in charge of Service Desk inventory including sourcing hardware and managing request tasks● Resolved IT related incidents and requests● Documented customer reports and team resolutions● Communicated with end-users clearly and professionally● Trained new technicians in Inventory Management to allow technicians to help with workload ● Worked with Helpdesk team to resolve issues including training on resource management and documenting tickets ● Manage the hardware lifecycle management process, from purchasing/receiving to disposal● Conduct physical inventories of IT asset● Work with the AT&T/Verizon Portal to reinstate iPhone/sim cards● Updated Bios on Laptops, wiped Laptop for next user● Get onboard equipment out before start dated/ send Off-Board Boxes to return equipment● Shipping and Receiving● Change laptop battery/hard drive● Complete full setup with dual or one monitor