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.• Manage distribution of tickets for TSS Mojo queue. Investigate, analyze, and distribute tickets to appropriate IT teams for load balancing and completion.• Manage communication of computer and peripheral assignment statuses for both new hires and those receiving replacement systems.• Assist with domain account access needs for faculty, adjunct faculty, and staff.• Improve the work environment and operations of the IT Technology Support Services department, and the organization, by observing, reviewing, and analyzing processes to identify inefficiencies and areas where improvements could be made.• Contribute to and maintain the ACC IT knowledge database including training documentation for policies, procedures, and functional guides.• Work with other TSS dept managers to manage, update, and ensure comprehensive documentation of operation guidelines and procedures to confirm they are compliant with IT policies and regulations.• Provide technical support and training to IT staff on software applications and equipment usage as needed.• Responsible for hiring new employees including interviews, onboarding, and training.• Assist IT Director and TSS dept managers with administrative tasks and projects as needed.

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 Center, and Classrooms.● 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 functional guides.● 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.● Supervised SalesForce Chat to monitor queues, balance workloads, tap into metrics, and connect customers to agents and answers in a fast-paced environment.● License manager for Splashtop (remote management system to securely connect users and IT agents to use diagnostic tools and resources to resolve issues in less time. Prioritize license distribution and maintain distribution reports.

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.• Initiated, coordinated, and managed voluntary recall of selected system types between REC and Customer Quality Management (CQM) team.

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

Houston, Texas, United States

Support Supervisor

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.