Open To Work
Amanda Semmelmann
Information Technology Administrator
Leander,Tx
Work Preference
Summary
Results-driven Technical Support Engineer with over 15 years of experience in the Information Technology sector, specializing in resolving complex issues and supporting critical IT functions. Demonstrates exceptional judgment and advanced technical skills, consistently troubleshooting, managing, and optimizing systems to enhance operational efficiency. Known for delivering high-quality user support and comprehensive training, fostering a collaborative environment that empowers team members. Committed to leveraging expertise within a dynamic, growth-oriented team to drive innovation and success.
Overview
15
15
years of professional experience
Work History
Service Desk Engineer
Nexustek
03.2022 - Current
- Provides tier I and II client support.
- Utilizes Connectwise Manage ticketing system to provide high quality customer service.
- Accountable for maintaining high levels of customer satisfaction and billable/utilization hours.
- Works with project engineering, client services team, management team, and 3rd party vendors to resolve client’s technology issues.
- Administers Microsoft 365 environments including Exchange Online, SharePoint, Azure AD, and Intune.
- Maintains email security solutions such as Barracuda, Mimecast, Microsoft Defender for 365, and ProofPoint.
- Maintains antivirus software such as SentinelOne and Crowdstrike.
- Implemented and managed multi-factor authentication tools to enhance organizational security such as Duo, Microsoft Authenticator, Okta.
- Provides remote IT support using N-Able, TeamViewer, and ScreenConnect to resolve technical issues efficiently.
- Resolves technical issues including, but not limited to, Microsoft Operating Systems, Windows Server (2012-2025), workstation/server hardware, peripheral devices including printers, scanners, etc., cloud and virtualization-based technologies, and common client/server applications.
Systems Engineer
Capstone Works, Inc.
11.2018 - 03.2022
- Treated every issue with a sense of urgency in a fast-pace environment.
- Provided small to medium sized businesses with technical support that included, but not limited to computer helpdesk support such as installations, upgrades and end-user support.
- Utilized Connectwise Manage ticketing system to provide high quality customer service, resolving cases via telephone support or in person, with escalation and follow-up of complex problems to Tier 3 engineers to ensure timely problem resolution.
- Proficiently troubleshooted, fixed, installed, configured, and deployed hardware and software.
- Maintained Active Directory in Microsoft Windows Server 2008-2019.
- Provided Microsoft 365 Administration.
- Performed and sustained backups for workstations, Windows servers, Microsoft 365 mailboxes and databases using Solarwinds, Unitrends, StorageCraft, Veeam, and Amazon S3.
- Implemented antivirus management using ESET Security Management Center.
- Conducted project management.
- Participated in after-hours on-call support rotation schedule.
Systems Engineer
Self Contractor
03.2018 - 11.2018
- Provided PC hardware/software and peripherals support along with data and voice administration.
- Provided network connectivity, print sharing, remote access, file sharing, user, and computer account administration support.
Network Engineer
City of Cedar Park
09.2015 - 03.2018
- Designed and maintained the citywide switching and routing infrastructure including network services, in-building wiring plans, installations, upgrades and end-user support.
- Participated in and was responsible for the backup and recovery of the city's network infrastructure in accordance with the IS disaster recovery plan.
- Evaluated new and existing technologies and made recommendations to Assistant Director of Information Services.
- Performed network equipment and software maintenance in a competent and timely manner.
- Maintained accurate and current inventory of all City network hardware and software associated with networks. Programmed and maintained City's access control and physical security systems.
- Maintained accurate and current port maps for all core, distribution and edge devices. Provided twenty-four hour on-call service as needed for emergency situations.
- Designed and updated network diagrams in a clear and concise fashion.
Help Desk Specialist
City of Cedar Park
06.2011 - 09.2015
- Provided citywide computer helpdesk support to include installations, upgrades and end-user support.
- Utilized IT helpdesk work order system to provide high quality customer service, resolving cases via telephone support or in person, with escalation and follow-up of complex problems to IT Director to ensure timely problem resolution.
- Provided PC hardware/software and peripherals support along with data and voice administration.
- Provided network connectivity, print sharing, remote access, file sharing, user and computer account administration support.
- Maintained all City desktops and laptops, including configuration, preventive maintenance, repairs and upgrades.
- Performed technology equipment and software maintenance in a competent and timely manner.
- Assisted in maintaining city access control system and administration of citywide VoIP phone systems.
- Performed work administration on problem tickets in support queues and projects as assigned by management.
Education
B.S. - Information Technology in Networking and Telecommunications
University of Phoenix
01.2011
A.D. - Applied Science of Computer System Management Technology
Texas State of Technical College
01.2004
Skills
- Active Directory management
- Microsoft Exchange administration
- Backup and disaster recovery
- Endpoint security management
- Cloud platform administration
- Email protection strategies
- Incident response management
- Server management
- Technical support proficiency
- VoIP system administration
- Network systems administration
- Mobile device administration
Timeline
Service Desk Engineer
Nexustek
03.2022 - Current
Systems Engineer
Capstone Works, Inc.
11.2018 - 03.2022
Systems Engineer
Self Contractor
03.2018 - 11.2018
Network Engineer
City of Cedar Park
09.2015 - 03.2018
Help Desk Specialist
City of Cedar Park
06.2011 - 09.2015
A.D. - Applied Science of Computer System Management Technology
Texas State of Technical College
B.S. - Information Technology in Networking and Telecommunications
University of Phoenix