Kim Mizono-Scott

Provide second tier support for internal and external users of 3000+ daily

• Manage and maintain hardware inventory, ordering and e-waste
• Install and troubleshoot large library of software, including MS O365, Conference Room management, Azure Active Directory, Intune, AutoCAD
• Implemented mobile device migration from Apple MDM to Microsoft o365 Intune MDM
• Conducted advanced IT support and systems administration while leading a team, utilizing expertise in systems management and team leadership to improve operational efficiency by 15%
• Interacted well with customers to build connections and nurture relationships.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Reported issues to higher management with great detail.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Evaluated current operational practices and suggested improvement strategies.
• Lead implementation and deployment of new hardware for agency every three years. Enhanced operational efficiency by monitoring and managing servers and mobile devices using innovative IT tools.
• Maintained office PCs, networks and mobile devices.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Developed and documented solutions to complex IT issues, implementing standard analysis techniques to drive system reliability.
• Migrated timeclock middleware software. Monitor and maintain hardware configurations and implementation of timeclocks

• Currently supervise a team of four to six employees in the department of Information Technology Service Help Desk with a user base of 3000+ employees
• Responsible for providing first and second tier support by troubleshooting hardware and software problems
• Responsible for hiring and training of new Tier one employees and provide ongoing training opportunities
• Responsible for schedules, time-sheets, performance plans and appraisals
• Coordinate use and allocation of all IT loaner equipment, including maintenance of equipment
• Collaborated in the development of upgrading ticketing system; Active Directory and implementing new Help Desk response group using Skype for Business
• Maintained personnel records and updated internal databases to support document management.
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Generated reports detailing findings and recommendations.
• Educated staff on organizational mission and goals to help employees achieve success.
• Devised and implemented processes and procedures to streamline operations.
• Maintained database systems to track and analyze operational data.

• Oversaw the daily performance of computer systems
• Trained users in the proper use of hardware or software
• Followed internal procedures for change management, incident management and escalation
• Created and maintained databases, network accounts and programs for specific department needs
• Evaluated and conducted technical and functional research and analysis
• Provided after-hours support for applications and project efforts when needed
• Maintained personnel records and updated internal databases to support document management.
• Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.

• Supported Tier 2 and Tier 3 staff by routing calls, email and walk up requests to appropriate staff
• Provided base level IT support to non-technical personnel within the business
• Managed call flow and responded to technical support needs of customers
• Resolved customer issues in a clear, courteous and straightforward manner