Randi T. Email & Phone Number

Austin, TX

• Supervise and coordinate the activities of Technology Support Services (TSS) personnel.
• Assist with the management of TSS daily operational logistics and activities.
• Field process and procedure inquiries from TSS team members, providing directional information to promptly resolve questions and issues.
• Establish and communicate weekly TSS team schedules for IT onsite campus and ticket queue coverage.
• Update IT Vacation/Time Off Schedules Google calendar when outages are reported and coordinate campus emergency onsite coverage.
• Work with the ITSM Project Management team in the creation and implementation of an ITSM for the college acting as an advocate and subject matter expert on the client-facing issues of IT at the campus tech support level.

Austin, TX

• Supported Students, Faculty, and Staff with technical questions and troubleshoot computer and printer-related issues in all areas of the campus including the Library, Computer Center, Learning Lab, Faculty Resource.
• Maintained PC/Mac desktop and laptop systems across Hays, Public Safety Training Center, and Austin Fire Academy campuses including hardware replacement, imaging, and updating.
• Established IT knowledge database used college-wide (12 campuses and business center) categorized by audience (peers, SMEs, leads, stakeholders). Content includes training documentation for policies, procedures, and.
• Manage distribution of college-wide help desk ticket queue (Mojo). Investigate, analyze, and distribute tickets to appropriate IT teams for load balancing and completion.
• Manage communication and scheduling of laptop and peripherals pick up from the college distribution center for faculty and staff. Maintain and evaluate process documentation for records and opportunities to improve.
• Establish weekly team schedules for both chat and ticket queues, updating sick/vacation calendar and our team schedule as outages are reported.

Round Rock, Texas, United States

• Worked with ISP Delta Program Management Team performing User Acceptance Testing (UAT) ensuring all application stability and operational readiness for production deployment.
• Content Manager for three Resolution Expert Center (REC) SharePoint sites: managed layout, content, and user access permissions.
• Served as backup ACSS Delta UAT Lead for Project Managers 2010-2013.
• Maintained and published content within Delta Knowledge for REC as a Delta Knowledge SME and provided ongoing End User support.
• Developed and maintained processes for capture, storage, testing, and the return of customer assets for REC.
• Provided solutions for executive customer escalation issues through chat client, email, and phone support.

Round Rock, Texas, United States

• Provided solutions for highly escalated issues through phone and email.
• Developed and administered training for email support group.
• Responsible for data reporting and deep dive analysis on unresolved issues.
• Managed and maintained a monthly publication distributed to 300+ staff within Dell Client Support involving the use of proofreading and copy-editing skills.
• Set up Dell donated systems for Extreme Home Makeover Austin Edition (Aired Feb 2007).

Cedar Park, Texas, United States

• Technical Lab Assistant
• Ran routine maintenance on the Circulation Desk computer.
• Assisted students with questions pertaining to Microsoft Office Suite.
• Actively supported software and new technology in the Media and Computer Center areas.
• Fixed minor software problems on computers at the Circulation and Reference desks.
• Assisted and backed up Senior Computer Support Technician answering technical

Houston, Texas, United States

• Support Supervisor
• Managed corporate support center of 50+ representatives.
• Responsible for staffing decisions, training, and monitoring of support center.
• Participated in software development by providing technical support and feedback to internal testing and development teams.
• Served as Editor of the company newsletter distributed to 2000+ clients.

Bachelor Of Science - Bs, Management, 3.93

Activities and Societies: Member of: National Society of Collegiate Scholars National Society of Leadership and Success Golden Key.

Associate Of Arts - Aa, General Studies, 3.83

Activities and Societies: Phi Theta Kappa College Honor Society National Dean's ListPursued Associate of Arts in General Studies.

Associate Of Arts - Aa, General Studies, 3.0

Activities and Societies: Courses taken.Pursued Associate of Arts in General Studies 1997-1999.