Summary
Overview
Work History
Education
Skills
Personal Information
Professional Summary - Relevant Skills
Timeline
Generic
Ingrid Maze

Ingrid Maze

Birmingham,USA

Summary


Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.

Overview

16
16
years of professional experience

Work History

IT Help Desk Technician

Hemmersbach Onsite
02.2024 - Current
  • Provided technical support for HP servers and data center equipment, including installation, configuration, and troubleshooting of hardware, software, network issues with virtualization technologies (e.g., VMware, Hyper-V).
  • In addition, also manage and maintain various desktop/laptop, and office multifunctional printers, troubleshooting and repairing devices as needed.
  • Performed tests of functionality, security, and performance of different workstations and devices.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Managed approximately 30 incoming calls and emails per day from customers.
  • Used ticketing systems to manage and process support actions and requests.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Generated reports to track performance and analyze trends.
  • Developed and implemented preventive maintenance procedures.

Biomedical Equipment Repair Technician

Baxter Corporation
10.2023 - 12.2023
  • Perform electronic troubleshooting and preventative maintenance evaluations of electro-mechanical in-home dialysis machines and infusion pumps in a depot environment.
  • Lead all aspects of the testing, repairs and perform troubleshooting of medical devices to assignable cause using instruments such as digital multimeters, oscilloscopes, Infusion Pump testers.
  • Provided validation, inspection, repairs and maintenance on clinical biomedical equipment.
  • Installed Infusion Pumps and performed monthly calibration.
  • Maintained proper care and storage of diagnostic tools and equipment and tracked inventory.
  • Performed Electrical Safety Inspections (ESI) and Performance Assurance (PA) inspections.
  • Completed preventive maintenance schedules, conducted performance tests and repaired product malfunctions.
  • Recorded data, analyzed test results and kept meticulous reports, using Microsoft Office 365 and Company software .
  • Resolved data and recorded testing discrepancies with actionable corrective solutions.

Biopharmaceutical Lab Assistant

Cardinal Health
06.2023 - 09.2023
  • Responsible for the prompt, dispatching, accurate delivery and distribution of radio pharmaceuticals or oncology pharmaceuticals to medical care providers in accordance with customer demand and requirements of the assigned route.
  • Perform blood centrifuge for Platelet-Rich Plasma (PRP) injections, prepare doses for shipment, wipes doses, and loads and unloads containers in keeping with the prescribed safety standards and Department of Transportation (DOT).
  • Performed testing and quality control using approved laboratory procedures and instrumentation.
  • Trained new laboratory personnel to apply proper laboratory techniques and best practices.
  • Maintained safe, tidy and organized laboratory environment for accurate test results.
  • Inspected laboratory equipment to maintain good working condition for optimal results.
  • Prepared reagents and solutions following standard laboratory formulas and procedures.
  • Operated and performed preventative maintenance on laboratory equipment and instruments.
  • Adhered to laboratory safety procedures to maintain compliance with quality control standards.

Computer Analyst

Raytheon Technology
10.2022 - 03.2023
  • Support the development, and maintenance of approved processes for managing and tracking the full IT asset, and maintenance lifecycle from procurement to retirement.
  • Maintain Account Management forms for new and departed users per Government policy and procedures.
  • Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practices.
  • Managed user's accounts via cloud server technology (e.g., Azure AD and Active Directory).
  • Coordinate shipment plans to ensure efficient distribution of products to satisfy customers.
  • Advising and supporting accountability over assigned products; determine appropriate distribution based on lead times and demand.
  • Ensuring property is uniquely identified and changes are tracked and recorded in accordance with PPM requirements.
  • Inspecting goods and materials and assess the condition of assets for distribution recycling.
  • Coordinating the disposal of property, supplies, and material in compliance with Government and service regulations, guidelines, and documentation requirements.
  • Aiding with completing quarterly and annual inventories included recommending metrics, gathering data, and reports.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Managed high levels of call flow and responded to technical support needs.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Installed and configured operating systems and applications.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Tested new software and hardware prior to deployment.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Created user accounts and assigned permissions.
  • Resolved issues related to operational components for LAN, VoIP, and Audio Video.
  • Managed and monitored installed systems for highest level of availability.
  • Maintained office PCs, networks and mobile devices.
  • Configured systems according to prescribed software and hardware frameworks.
  • Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
  • Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.

IT Field Engineer II

NCR Corporation
07.2020 - 05.2022
  • Responsibilities required utilizing customer relationship management application (CRM) via mobile device to handle Service Level agreement in a timely manner, and various task associated with the job that required documentation during real-time as well as GPS tracking and monitoring during commute to customers' locations.
  • Support facilities overall systems network included main distribution frame (MDF) Computers, Servers and network support, Hardware & Software configuration, Retail point of sales, Automated teller machines, and self-checkout point of sale devices.
  • Perform calibration on weight and measurement machines.
  • Perform troubleshooting, ordering, and returning parts, repair and restore under the Service level Agreement time frames.
  • Increased Service Level Agreements and customer satisfaction by 50% elevated team performance by 45% re-established lost coordination and communication of the team, locating us on the first three teams for all southeast regions.
  • Top-ranked SME in mobile and cloud-based POS and security systems, routers, and switches support.
  • Sustained top 3/45 ranking for Customer Satisfaction.
  • Exceeded Service delivery goals.
  • Contributed as an asset to bring our team to excellence and teamwork oriented, regained team customer communications.
  • Researched and identified problems with computers and advised staff and clients on plans of action.
  • Disassembled computers to perform diagnostics and check for repair needs.
  • Updated and installed new software on desktop and laptop computers to maintain latest technology.
  • Wrote reports on computer statuses and maintenance jobs.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Proved successful working within tight deadlines and a fast-paced environment.

Lead Field Electronic Technician

Independent Contractor - Self Employed
05.2009 - 01.2019
  • Concentration on various POS systems included IBM, Aloha, Fujitsu, IBM, and Toshiba in which included associated managed network devices that provided connectivity to facilities' POS system and VoIP phone lines.
  • In addition, as a lead technician duties included supervising a team of 10 or more lower-level field technicians to perform computer installation, maintenance, and service calls promptly and effectively.
  • Provide onsite network system turnovers and cutovers, and IMAC support within large data centers.
  • Perform help desk support to resolve end users' computer issues onsite in various environments (e.g., military, hotels/hospitality, hospital, and financial institutions, retail, restaurant, and grocery chain POS systems).
  • Facilitate network faults and traffic resolutions.
  • Perform overall facilities' workstation deployments including PC imaging and migration.
  • Familiar with various Windows OS, Microsoft office 365, Outlook, VPN, and Active Directory.
  • Recommended changes in circuitry or installation specifications to simplify assembly and maintenance.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Installed and configured operating systems and applications.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Developed and implemented preventive maintenance procedures.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Installed, configured and maintained computer systems and network connections.
  • Generated reports to track performance and analyze trends.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Researched and identified solutions to technical problems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Created user accounts and assigned permissions.
  • Linked computers to network and peripheral equipment.

Electronic Technician II

Enterprise Electronics Inc
06.2009 - 10.2011
  • Build weather radar controllers for satellite communication systems and network control subsystems as well as perform test and troubleshooting analysis.
  • In addition, modify electrical/electronic equipment, such as, Radio frequency circuitry technology, assemble wire harnesses using small hand tools, blueprints, wiring diagrams, and electronic schematic.
  • Determine a proactive fault resolution.
  • Utilize PLC technology to simulate radar during real time as well as use a computer automated tool (SCADA) to determine fault analysis.
  • Communicate with design engineers and management to assist in determining fault resolutions to increase the daily production percentile projection.
  • Took care to maintain COMSEC and INFOSEC in operations and actions to preserve operational integrity.
  • Adjusted equipment and system filters to mitigate biological and environmental impacts on acoustic data.
  • Repaired AC/DC circuits, digital and fiber optic circuits, power supplies and servo systems.
  • Located and addressed electrical connection issues such as frayed wires and worn insulation to prevent larger problems.
  • Efficiently installed electrical systems and components with careful analysis of technical schematics and specifications.
  • Applied functional knowledge and troubleshooting abilities to isolate and diagnose diverse faults.
  • Identified and corrected defects to bring completed products in line with tolerances.
  • Developed strong communication and organizational skills through working on group projects.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Provided professional services and support in a dynamic work environment.

Education

Some College (No Degree) -

New Horizon School of Business
Homewood, AL

Bachelor of Science - Computer Science

DeVry University
Decatur, GA
05.1998

Skills

  • First Response technical support
  • VMWare
  • Virtualization Technology
  • Server Maintenance
  • Exceptional Customer service
  • TCP/IP
  • Azure AD
  • Active Directory
  • Information Technology Asset management (ITAM)
  • POS Systems
  • Hardware configuration
  • Network Printers
  • System diagnostics
  • Hardware repair
  • Ticket management
  • Performance testing
  • Microsoft certified solutions associate (MCSA) certificate
  • Desktop support
  • Windows 7/10/11
  • Datacenter IMAC Support
  • LAN/WAN
  • Verbal and written communication
  • Zendesk/ServiceNow/Fieldcode

Personal Information

Work Permit: Authorized to work in the US for any employer

Professional Summary - Relevant Skills

  • 15 years of IT experience
  • Experience in Windows 7-11, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, enterprise and anti-virus solutions and IT Ticketing systems (e.g., ServiceNow, Fieldcode)
  • Excellent time management skill
  • Provide break/fix support for desktop computers, including hardware repairs, replacements, and troubleshooting
  • Record and update required information for all IT-related tickets utilizing ITI
  • Accurately answer user support questions of software and hardware in the EOUSA office environment
  • Maintain Account Management forms for new and departed users per Government policy and procedures
  • Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practices
  • Familiar with virtualization technologies (VMware, Hyper-V) and their impact on servers and storage systems
  • Manage and maintain various servers and storage brands (e.g., Dell, IBM, Lenovo, and HP) configuring and optimizing systems as needed
  • Respond to and manage service requests and incidents efficiently, prioritizing issues based on impact and urgency
  • Provide excellent customer service by communicating clearly and professionally with clients
  • Perform equipment installations, upgrades, and repairs for clients' printers, PCs/Data Centers, servers, and other IT equipment
  • Collaborate with other members of the team, including dispatch, project managers, engineers, and other technicians to ensure seamless delivery of support services
  • Managing and maintaining inventory of spare parts and equipment, providing accurate and timely updates to clients and management regarding the status of technical issues, while adhering to safety and quality procedures at all times

Timeline

IT Help Desk Technician

Hemmersbach Onsite
02.2024 - Current

Biomedical Equipment Repair Technician

Baxter Corporation
10.2023 - 12.2023

Biopharmaceutical Lab Assistant

Cardinal Health
06.2023 - 09.2023

Computer Analyst

Raytheon Technology
10.2022 - 03.2023

IT Field Engineer II

NCR Corporation
07.2020 - 05.2022

Electronic Technician II

Enterprise Electronics Inc
06.2009 - 10.2011

Lead Field Electronic Technician

Independent Contractor - Self Employed
05.2009 - 01.2019

Some College (No Degree) -

New Horizon School of Business

Bachelor of Science - Computer Science

DeVry University

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Ingrid Maze