Admin Office 365
Crystal Hughes
IT Helpdesk Manager
Overland Park,KS
Summary
Knowledgeable IT Manager oversees technology deployment and maintenance. Instructs and leads IT staff members in support of hardware, software and networking infrastructure. Actively works with executives to determine and implement tech needs. Manages technology strategy, training and documentation. Successful at motivating teams to meet demanding timelines.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
IT Service Manager
Propio Language Services
Overland Park, KS
06.2019 - 05.2021
- Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues while reviewing ways to reduce ticket times.
- Closely collaborated with project members to identify and quickly address problems.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Created and perfected company Ticketing system and all processes from scratch.
- Guided organizational technology strategy and roadmaps.
- Developed Onboarding and Offboarding processes or IT.
- Admin of over multiple processes, software and domains.
- Trained end-users of Devops, Twilio, Softphone setups and IVR on use, functionality and application to business problems.
- Managed help desk consisting of 5 employees, ran daily metrics and ensured SLA's were being met ina timely manner while conducting performance evaluations.
IT System Analyst
Moonshot Innovations
Overland Park, KS
02.2015 - 05.2019
- Performed system analysis, documentation, testing, implementation and user support for platform transitions.
- Resolved malfunctions with systems and programs through troubleshooting.
- Defined business goals to determine systems requirements.
- Provided client support on system operation and troubleshooting.
- Oversaw installation of software programs and hardware systems to meet requirements.
- Maintained and administered computer networks and environments.
- Evaluated and adopted new technologies to address changing industry needs.
- Handled all purchasing and logistics for IT department.
- 24 hour network monitoring for 47 branches nationwide.
IT Analyst
Favorite Healthcare Staffing
Overland Park, KS
02.2015 - 05.2019
- Created and managed all SOP's
- Software inventory and license management
- Ran monthly report for helpdesk metrics
- Admin and owner of all onboarding and offboarding personnel both corporate and branch.
- Managed and updated Virtual environment (Citrix)
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Maintained and monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Delivered network technology training to junior team members and end-users, enhancing knowledgebase and team productivity.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners etc
- Decommissioned outdated equipment, referring devices to appropriate recyclers or disposal personnel.
- Imaged and prepared new computers for integration into company networks and systems.
Education
Full Stack Coding - Full Stack Coding
University of Kansas
Lawrence, KS 01.2017 - 08.2018
Associate of Applied Science - Information Technology
Johnson County Community College
Overland Park, KS 01.2012 - 06.2014
Skills
IT Performance Report Creation
Data analysis
Critical thinking
Support Ticket System Management
Remote System Analysis
Technical Documentation
Software diagnosis
Technical documents comprehension
Application support
Self-motivated professional
Software
Citrix Virtual Environments
Admin of Multiple Domains
Twilio
Timeline
IT Service Manager
Propio Language Services
06.2019 - 05.2021
Full Stack Coding - Full Stack Coding
University of Kansas
01.2017 - 08.2018
IT System Analyst
Moonshot Innovations
02.2015 - 05.2019
IT Analyst
Favorite Healthcare Staffing
02.2015 - 05.2019
Associate of Applied Science - Information Technology
Johnson County Community College
01.2012 - 06.2014