http://www.rickmower.com/services

During my time at IJM, I was happy to fill many roles that helped the company perform more efficiently.First, I successfully managed the global implementation of Zoom video conferencing rooms in our HQ and international offices. I was able to achieve this by gathering the necessary requirements from key stakeholders and by researching the best options available for equipment and vendors. Once the core requirements were determined I was responsible for purchasing all equipment and coordinating with vendors to conduct the installs. I also oversaw the installations of Zoom in all of the regional offices b coordinating the work with the regional engineers.After this project, I was the Admin for Zoom and Zoom phone and provided support and training for any issues that may arise with the systems.Participated in the ServiceNow phase two rollout. Primarily worked coordinating with stakeholders and support vendors on any issues and requestsAs a Service Desk Analyst, I provided end-user support, including break-fix, software issues, access permission, and other general service desk questions using the ServiceNow Platform.Lead the rollout of new laptop hardware for local and global users. Ran reports to track current assets in use to determine the eligibility for replacement. Worked with the local help desk staff and regional support staff to coordinate the exchange of these laptops.

I was fortunate enough to work for this amazing startup and assist them with their daily IT needs.Some of the daily tasks I worked on were setting up new hardware and software for employees and providing fast assistance with help desk tickets.In addition, I also installed, configured, and supported Zoom and Zoom room video equipment.We used the Fresh desk system for maintaining help tickets and I was able to work within this system to create a new onboarding system for new hires that streamlined the process of setting up new hardware and software for new hires.

Clearview is a workforce performance management system engineered by call centers for call centers. Clearview drives successful call center operations by aggregating data from disparate systems and *acting on that data* with proven business acceleration processes. By delivering real-time performance dashboards and engagement tools from the executive level down to the agent level.As part of the UX design team, it was my responsibility to assist in completing a complete UI design for the call center suite the company produced.Specifically, I was tasked with creating new interfaces for data integration and ways to configure objectives for agents on a call center floor.As part of this work, I conducted user research interviews, designed and tested usability program flows, and worked on various design iterations of components with developers.

https://medium.com/@rickmowerThree month boot camp to learn user research and design. Areas of study included UX research, prototyping, information architecture and visual design.

Docket Calendar app - iOS and Android - team projecthttps://medium.com/@rickmower• Conducted research and built creative brief• Developed business goals, personas, user storyboard and user flows• Sketched 10x10 screens, wireframes, lo-fi / hi-fi mockups & prototypes• Presented project lead instructors and mentors.

Crew - Family to-do list and communication website - Team Projecthttps://medium.com/@rickmower• Designed a to-do list website with family sharing to help struggling parents• Conducted user research, built creative brief, and a persona• Designed user story flows, wireframes, and low & hi-fidelity mockups• Made interactive prototypes using Principle and Invision

Currently designing a web app for a client that allows volunteer leaders to manage and assign tasks to volunteers that have signed up.The current plan is to have a dashboard for volunteers to sign up on list their skills and express desires for different volunteering opportunities. The second part is a dashboard for leaders to enter in specific criteria for open volunteer slots and the system will find volunteers form the pool with the best skills to fit the task.

Freelance Photography Selling my own photography work. I love to focus on landscape and nature photography. - Landscape and Nature Photography- Event photographyMy work can be viewed here: rickmower.com

In this position, I was able to provide a high level of first-line support for GE executives and field service engineers. Along with these duties, I also provided help desk support for the rest of the offices by working with ServiceNow for ticket management.Conducted asset replacements for Internal clients and field service engineers. This included imaging systems, data backup, and restoration and loading of needed applications. As a Dell-certified technician, I diagnosed and repaired hardware in laptops and desktops.

As a support specialist I worked with clients to asses and fix any issues they experienced with software applications and database access. This included office applications, in house custom applications for the laboratories, and any issues with data access and retrieval.

- Install Comcast services to clients in their homes and business. - Responsible for connecting the client's premises to the cable plant. - Properly configure Comcast high speed internet, phone and cable TV service. - Diagnose and correctly repair equipment and services to work within Comcast’s high standard levels.

- Designed testing procedures- Run test cases- Documented all bugs and issues with application.- Compiles and reported on test results- Researched different game platforms (Xbox, Playstation and Nintendo) for compliance testing. - Helped to ensure products would meet certification process for each platform.

Responsibilities: - In store service technician responsible for helping customers with computer needs and issues.- Diagnosed and repaired desktop and laptop systems. - Worked with manufacturers to order RMA parts and schedule service. - Performed upgrades and system maintenance for systems purchased from the store or another source. - Assisted sales personnel to determine the right computer equipment, accessories and software based upon the customers' needs. - Worked closely with store management to achieve department and retail sales goals.

- Managed service desk within the store with a staff of six technicians. - Diagnosed and repaired issues with customer computers under manufacturer's warranty. - Entered service orders with repair center and manufactures to get equipment repaired or replacement parts ordered. - Assisted the sales team with upselling of equipment and services to fit the customer's needs. - Tasked with maintaining sales and service goals in the department and coached employee's on selling and reaching personal goals.

Accomplishments: - Developed business plan, obtained all licensing for business.Responsibilities: - Knowledgably sell computer product, consult customers on computer needs, advise customers on computer related problems, trouble shoot computer problems. - Advertising/marketing, accounting, sales tracking, customer service