Amanda Ackerman
Mooresville,NC
Summary
Adaptable professional with 4+ years of experience and a proven knowledge of end user support, systems configuration, and troubleshooting while maintaining the highest level of customer service. Aiming to leverage my skills to successfully fill the Information Technology role within your organization.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Area IT Support Specialist
LANGTREE CHARTER ACADEMY - CHARTER SCHOOLS USA
Mooresville, NC
07.2024 - Current
- Manage assigned service zone to ensure support tickets are completed within the Service Level Agreement while following company policy related to inventory management, service call management, safety initiatives, and others
- Monitor support requests to determine larger-scale issues
- Plan and support network and computing infrastructure in tandem with State IT team and outsourced partners
- Provide daily assistance within assigned regional area for end-user support, including, but not limited to computer hardware, software installation and upgrades, backups, and networking
- Provide regular written and verbal updates to the State IT Director/Manager team on the operational status of systems supporting the education environment
- Escalate support requests & issues as needed to State IT Escalation Team
- Maintain disaster recovery and prevention procedures
- Plan and support network and computing infrastructure in tandem with State IT team and outsourced partners
- Maintain and implement IT related documentation, SOPs, and best practice procedures
- Be a technology liaison for schools, clients and vendors
- Participate, successfully, in the training programs offered to increase the individual's skill and proficiency related to the assignments
- Perform other duties as delegated by Florida State IT Director, Manager, and Escalation team
- Ensure adherence to best practice safety procedures
- Review & stay current on developments, literature and technical sources of information related to job
- Follow federal and state laws, as well as company policies
IT Specialist 6-12
LANGTREE CHARTER ACADEMY - CHARTER SCHOOLS USA
Mooresville, NC
01.2022 - Current
- Identifies, researches, and resolves technical issues for end-users in-person, remote, email, or phone
- Assists team members with troubleshooting and customer service
- Technical coordinator for state testing and device readiness
- Utilizes ticket system to document and monitor issues to ensure SLA
- Administrator of several in-house platforms for device management, system communication, and network monitoring
- System configuration, system hardening, and repair
- Network maintenance, troubleshooting and vendor collaboration
- Configuration, installation, maintenance and repair printers, monitors, laptops, tablets, desktops
Lead IT Systems Operator E-Commerce Division
Walmart
Troutman, NC
09.2021 - 12.2021
- Created and implemented inventory for all IT assets
- Created IT workflow for inbound and outbound system stations
- Mentor to IT team members
- Manage a team to setup and install network and hardware systems to meet deadlines
- Network hive monitoring and troubleshooting
- Support end users utilizing Service Now ticket system
- Prioritize tickets based on impact and assign
- Created 'how-to' documentation of internal systems for end-users
- Active directory and Azure utilization
- Microsoft platform troubleshooting
- Collaborate with third party vendors to resolve issues
IT Specialist K-12
LANGTREE CHARTER ACADEMY - CHARTER SCHOOLS USA
Mooresville, NC
03.2020 - 08.2021
- Identifies, researches, and resolves technical issues for k-12 end users
- Utilizes ticket system to document and monitor issues to ensure SLA
- Administrator of several in-house platforms for device management, configuration compliance, and network monitoring
- Systems configuration, system hardening, and repair
- Network troubleshooting and vendor collaboration
- Configuration, installation, maintenance and repair of printers, monitors, laptops, tablets
- Implemented policy, procedure, protocol for disaster recovery, device deployment for 1:1 use, inventory management, and migrated to online learning
- Trained end-users on cyber security awareness and best practices
- Created handbooks and 'how-to' tutorials for end users for various platforms
IT Specialist (Temp)
GLOBAL FINANCIAL
Huntersville, NC
06.2019 - 08.2019
- Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary
- Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations
- Analyze equipment performance records to determine the need for repair or replacement
- Maintain an inventory of parts for emergency repairs
- Train end users in computer system use
- Coordinate with vendors and with company personnel to facilitate purchases
- Utilize ticket system to track incidents and escalate when necessary
IT Support Specialist
LONG ISLAND UNIVERSITY
Brooklyn, NY
02.2018 - 09.2018
- Identified, researched, and resolved technical issues for C-suite, staff, and student end users
- Utilized ticket system to document and track end-user technical issues and resolved via phone, remote, e-mail, and in-person
- Imaged, installed, and repaired end-user devices
- Worked with networking, security, and telephony teams for resolutions within SLA
- Worked on various projects to enhance system security (vulnerability assessment and system hardening)
- Administrator of in-house platforms and created 'how-to' documentation for end-user training
- Utilized tools for network security hardening
Technical Support / Jr. Fiduciary Accountant
MJH FIDUCIARY ACCOUNTING
Manhattan, NY
09.2016 - 02.2018
- Answer user inquiries regarding computer software or hardware operation to resolve problems
- Enter commands and observe system functioning to verify correct operations and detect errors
- Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
- Prepared documentation of correspondence for court
- Investigated and inspected the accounts for new trusts and estates to identify potential problems and escalated them accordingly
- Performed monthly audits on all existing client accounts
- Drafted and revised correspondence necessary for court documentation
Shift Supervisor
PANERA BREAD
Mooresville, NC
08.2010 - 08.2012
- Teach new hires company expectations for customer service and coached on individual goals
- Plan and establish work schedules, assignments, and production sequences to meet production goals
- Enforce safety and sanitation regulations
- Conduct employee training in equipment operations or work and safety procedures or assign employee training to experienced workers
- Recommend or implement measures to motivate employees and to improve production methods, equipment performance, product quality, or efficiency
- Keep records of employees' attendance and hours worked
Education
BS - Cybersecurity Network Forensics and Intrusion Investigation
Utica University
UticaAS - Computer Science and Database Programming
ECPI University
Bayport – Bluepoint High School -
Bayport, NYSkills
- Technical Troubleshooting Analysis
- Operating Systems Knowledge
- Client Relations Expert
- Technical Desktop Support
Certification
CompTia Network+
Timeline
Area IT Support Specialist
LANGTREE CHARTER ACADEMY - CHARTER SCHOOLS USA
07.2024 - Current
IT Specialist 6-12
LANGTREE CHARTER ACADEMY - CHARTER SCHOOLS USA
01.2022 - Current
Lead IT Systems Operator E-Commerce Division
Walmart
09.2021 - 12.2021
IT Specialist K-12
LANGTREE CHARTER ACADEMY - CHARTER SCHOOLS USA
03.2020 - 08.2021
IT Specialist (Temp)
GLOBAL FINANCIAL
06.2019 - 08.2019
IT Support Specialist
LONG ISLAND UNIVERSITY
02.2018 - 09.2018
Technical Support / Jr. Fiduciary Accountant
MJH FIDUCIARY ACCOUNTING
09.2016 - 02.2018
Shift Supervisor
PANERA BREAD
08.2010 - 08.2012
CompTia Network+
BS - Cybersecurity Network Forensics and Intrusion Investigation
Utica University
AS - Computer Science and Database Programming
ECPI University
Bayport – Bluepoint High School -
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