Kristy Eng Email & Phone Number

• Designed and implemented custom apps within Okta, optimizing identity and access management for enhanced security and user experience.
• Built service requests and workflows within Freshservice to improve app automation and reduce manual workload.
• Facilitated and led two Austin office relocations and collaborated with respective cross-functional partners and stakeholders.
• Cultivated vendor relationship management by successfully negotiating a deal that ultimately reduced the cellular service line expense; saving $78,000 for one year.
• Restructured Google OUs and Okta structure to strategically enhance and optimize the overall IT environment.

• Between March-Dec 2020, resolved an average of 450 tickets a month and fulfilled 350 onboarding requests (May-Dec).
• Provided application support as well as communicated application bugs or issues to development team, account managers, and end users.
• Educated and directed a team of two Support Analyst I’s to reinforce everyday operational support such as troubleshooting and assisting any issue or requests that are escalated.
• Enhanced quality of work flow by creating Knowledge Base documentation for users to assist with the installation and configurations of various applications for computer and mobile devices.
• Resolved malware and virus issues within personal workstations and company's network.
• Managed IT ticket assignments to ensure prioritization, quality resolutions and timely completion utilizing FreshService.

• Provided extensive technical support for employees by troubleshooting hardware, software, and network issues, resolving either remotely with Bomgar, face-to-face or over the telephone.
• Constructed customized SQL reports from our proprietary software which conveyed the Client’s case activity, cost of savings, and summary of savings.
• Programmed, deployed, and maintained configuration and ongoing usability of hardware and software.

San Antonio, Texas Area

• Instructed new assistants with officiating knowledge and veteran advice
• Resolved conflicts and disputes between officials and participants in a timely fashion
• Officiated 12 games per week to ensure rules and regulations followed across a number of sports
• Evaluated situations quickly to make efficient decisions based on intramural sport rules
• Adept in positively interacting with all participants and staff