Hi, I’m
Ann Frailey
Product Management– Special Projects
Elko New Market,MN
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions. Forward-thinking Operations Specialist bringing several years of expertise in Information Technology for both private and public sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
years of professional experience
2
years of post-secondary education
Work History
SAP Concur
IT Asset Management Specialist
09.2019 - Current
Job overview
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Followed all company policies and procedures to deliver quality work.
- Supported creation and maintenance of asset management processes, activities and procedures.
- Researched, recommended and assisted with implementation of asset management tools and processes.
- Updated asset management system to reflect work performed, monitored daily activity, installed and maintained PC hardware and handled other administrative duties.
- Assist with ISO/SOX audit compliance
- Assist with procurement of hardware, software, and licensing purchase orders using P2P SAP Ariba.
- Liaise with product owners, inventory management and business representatives to ensure proper tracking of all hardware/software products.
- Track support contract end dates on all Data Center hardware. Work with management and vendors to get quotes for new support contracts.
- Collaborate with team members to develop and document IT business processes associated with hardware and software asset and licensing management.
- Migrated all assets from Device42 to SAP CCIR (Central Configuration Item Repository)
- Responsible for C5 Physical Inventories for all CoLo locations in US.
- Backup Data Center Manager, assisting with maintenance tasks
SAP Concur
Desktop Support Analyst II
06.2016 - 12.2020
Job overview
- Optimized system performance with routine diagnostic testing and performance evaluations.
- Maintained high level of professionalism when interacting with customers, colleagues, and management to foster strong working relationships and promote a positive workplace atmosphere.
- Delivered exceptional customer service while addressing urgent technical issues via phone, email, or in-person support channels.
- Supported remote users effectively by utilizing remote desktop tools for troubleshooting and issue resolution.
- Boosted productivity by providing timely support and training to end-users on various applications.
- Facilitated smooth hardware rollouts by coordinating with vendors and managing equipment inventory.
- Served as liaison between IT department staff members to ensure seamless integration of technology services across all business units within organization.
- Contributed to success of IT projects by assisting with hardware installations, upgrades, and migrations.
- Enhanced system performance by troubleshooting and resolving technical issues for endusers.
- Improved user satisfaction by resolving numerous help desk tickets in timely manner.
- Maintained current knowledge of Mac OS and Windows operating systems.
- Ordered all hardware equipment for US locations through vendor using P2P Ariba.
- Assisted on Merger and Acquisitions team with onsite visits and assistance migrating newly acquired locations to SAP's laptop equipment.
- Asset Management duties for Eden Prairie location.
Rice County Government Services
Network Administrator / Desktop Support Technician
06.2006 - 06.2016
Job overview
- Established comprehensive network documentation to facilitate rapid issue resolution when troubleshooting problems.
- Maintain, analyze, troubleshoot and repair computer systems.
- Provide end user support for all WAN and LAN based applications that are supported by the County.
- Collect information to analyze and evaluate existing or proposed systems.
- Research and recommend hardware and software development, purchase and use.
- Test, maintain, and monitor computer programs and systems, including coordinating installation of such systems for multiple departments.
- Provided technical support for NEC VoIP telephone system. Update changes (adds, deletions of new phones.) Responsible for all management of Univerge and UCB voicemail system accounts.
- Provided support for audio, video, and teleconferencing hardware and software including but not limited to electronic courtrooms, ITV in multiple locations throughout County, audio and video equipment in County board room as well as digital video recorders, PMDC units in deputy squads and security areas.
- Streamlined user account management by automating onboarding and offboarding processes.
- Installed and configured network printers and other peripheral devices.
- Diagnosed and resolved hardware and software issues.
- Increased productivity levels within IT department by identifying opportunities for process improvement related to Active Directory management.
Education
South Central College, Faribault, MN
Diploma Option from Electronics Business Machine Technician
1996 - 1998 (2 years)
Faribault Senior High School, Faribault, MN
High School Diploma
1989 - 1990 (1 year)
Skills
Quality Assurance
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Work from home optionWork-life balanceHealthcare benefits401k matchCareer advancementPaid time offFlexible work hoursStock Options / Equity / Profit SharingPersonal development programsTimeline
IT Asset Management Specialist
SAP Concur
09.2019 - Current
Desktop Support Analyst II
SAP Concur
06.2016 - 12.2020
Network Administrator / Desktop Support Technician
Rice County Government Services
06.2006 - 06.2016
South Central College
Diploma Option from Electronics Business Machine Technician
1996 - 1998 (2 years)
Faribault Senior High School
High School Diploma
1989 - 1990 (1 year)
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