Mary Alpough
Houston,TX
Overview
13
13
years of professional experience
Work History
Mobile Device TEM Manager
Elara Caring/Jordan Health Services
02.2024 - Current
- Manage the implementation of policies and procedures related to the care and use of 20,000 mobile devices, ensuring the quality of care and confidentiality in accordance with HIPAA and privacy rules.
- Device Optimization and Lifecycle Management, Billing Analysis, and Cost Reduction.
- Participate in and review mobile device contracts and agreements with the procurement team.
- Manage, support, troubleshoot, and improve mobile solutions presently in place while making suggestions and adjustments to future needs.
- Frequently meet with IT Staff and other departments to gather business and system requirements.
- Responsible for carrier account management, service provisioning, and support of the AP department regarding billing issues resolution, Cost Allocation, and invoice coding.
- Oversee and manage the procurement of mobile devices, cellular plans, features, services.
- Monthly and Yearly forecasting and budgeting for mobility and telecom expenses.
- Hardware/software ticket requests and being the IT main point of contact during the onboarding lifecycle with the new hire and internal stakeholders.
- Collaborate with Human Resources on user offboarding to recover company IT assets.
- Maintain security awareness for iOS and Android platforms.
- Mobile Device Management (MDM): JAMF Pro, Microsoft Intune.
- Keep abreast of industry developments on new products and enhancements to products and services.
- Maintain up-to-date documentation and follow best practices in application and system environments.
- Administration of Microsoft Intune. Ensure seamless and secure onboarding processes for new devices and users.
- Monitor and ensure compliance with organizational policies and industry regulations.
- Provide expert-level troubleshooting and support for issues related to mobile device management.
- Generate and analyze reports on device compliance, security incidents, and usage patterns.
- Oversee billing processes, including invoice validation and reconciling to POs, dispute resolution, and vendor coordination.
- Develop and execute billing optimization initiatives to enhance accuracy and reduce overall spending.
- Performed advanced Excel data analysis using PivotTables, Pivot Charts, VLOOKUP/XLOOKUP, formulas, filters, conditional formatting, and data validation to analyze telecom and mobility expenses, identify cost-saving opportunities, reconcile billing discrepancies, and create executive reports.
Sr. Business Analyst Telecom/Mobility
Republic National Distributing Company
01.2020 - 12.2024
- Serve as the subject matter expert (SME) for 30,000 mobile devices and primary escalation point for wireline and wireless service providers.
- Device Optimization and Lifecycle Management, billing analysis, and cost reduction.
- Resolve billing inquiries from service providers and vendors, ensuring accuracy and timely issue resolution.
- Enforce mobile device policies and procedures for procurement and lifecycle management.
- Place mobile device orders with cellular vendors and oversee fulfillment.
- Manage service vendors to ensure quality, provide performance feedback, and drive service improvements.
- Provide technical and operational support for new and ongoing mobility-related projects.
- Administer Mobile Device Management platforms, including Intune and AirWatch.
- Manage Apple devices using JAMF Pro, including automated enrollment, configuration profiles, security compliance, and patch deployment.
- Streamline onboarding/offboarding by provisioning and deprovisioning accounts, applications, and devices through JAMF and Intune.
- Identify telecom cost-saving opportunities, monitor excessive usage, and report findings with actionable recommendations.
- Lead decision-making efforts to implement cost-saving measures and optimize spending.
- Conduct internal audits and facilitate external audits to ensure vendor billing accuracy and diligent review of telecom costs.
- Manage all aspects of circuit connectivity, including quoting, ordering, upgrades, new service implementation, disconnects, and SLA issue resolution.
- Support and implement technologies such as wireless, VoIP, data routing/switching, call routing technologies, infrastructure services, and structured cabling.
- Configure desk phones and caller IDs and reset voicemail settings using Cisco Unified Communications Manager (CUCM).
- Track orders through completion and ensure accurate entry of details in the asset management system.
- Coordinate with carriers and field IT/management teams to ensure delivery intervals are met for access and transport circuits.
- Resolve invoice-related inquiries and escalate delayed or outstanding disputes with service providers.
- Provide detailed analytics and supporting documentation to file carrier disputes, partnering closely with the Service Delivery team to ensure timely resolution.
- Support carrier contract negotiations to maximize savings and ensure contract terms align with audit and billing activities.
- Manage co-location telecom billing, ensuring accurate invoices for leased data-center space, power, and network services.
Business Analyst-Mobility /Telecom
Sysco Foods
05.2018 - 12.2019
- Meet or exceed migration timelines by ensuring timely activation of mobile devices to support project schedules.
- Develop and maintain strong technical proficiency to support all aspects of mobile device migration.
- Identify, prioritize, and escalate issues requiring immediate attention.
- Capture and document issue details and troubleshooting steps; utilize the ticketing system to track, manage, and escalate requests as needed.
- Proactively identify potential issues within the mobility environment and support root cause analysis, including using AirWatch.
- Provide Tier 1 mobility support, including procurement and management of wireless voice and data services; ensure accurate vendor orders for new activations, cancellations, carrier changes, liability shifts, service type changes, and device type changes, in alignment with corporate standards and security policies for iOS/Android, VPN, and ActiveSync.
- Document technical support procedures and processes.
- Assist IT Asset Management with forecasting service demand and supporting device control for mobile deployments.
- Create cost-savings and optimization reports by analyzing carrier billing data.
- Assist with iOS software upgrade testing and ensure compatibility with AirWatch MDM.
- Collaborate with application teams on pilot programs and rollouts of new devices and functional mobile applications.
- Manage, update, and maintain internal mobility process documentation.
- Manage co-location telecom billing, ensuring accurate invoicing for leased data center space, power, and network services.
Mobile Device Deployment Project Coordinator Epic Support
MD Anderson Cancer Center Consultant
12.2015 - 05.2018
- Support the deployment of shared iPhone devices across nineteen inpatient nursing units and seventeen outpatient clinics.
- Supporting 40,000 mobile devices.
- Device optimizations and lifecycle management.
- Train end users on AirWatch, Jabber, Hiplink, Epic Rover, Haiku, Canto, and Cortex mobile applications.
- Prepare end-user communications and training documentation for iPhone and Epic application support.
- Provide Tier 1 support for the Mobile Device Strategy program, including the implementation and rollout of AirWatch and secure messaging applications.
- Support deployment, configuration, and troubleshooting of kiosk tablets across clinical and administrative areas.
- Lead internal deployment efforts, partnering with hospital staff and project leaders to resolve mobility-related issues.
- Communicate and deliver project status updates to stakeholders, including senior leadership.
- Manage mobile carrier billing data and reporting to identify optimization opportunities, achieving $500K in yearly cost savings.
- Assist IT Asset Management with forecasting service demand and supporting device control for mobile deployments.
- Create cost-savings and optimization reports by analyzing carrier billing data.
- Collaborate with application teams on pilots and rollouts of new devices, Epic applications, and Epic printer configurations.
Mobile Carrier Program Manager
Chevron
03.2013 - 12.2015
- Managed AirWatch and MobileIron console for 40,000 Enterprise mobile devices.
- Wireless Carrier SME aiding 30 Business Units with day-to-day operations to ensure successful mobility deployments.
- Managed AirWatch and MobileIron console for all BYOD and Enterprise mobile device applications and email security.
- Manage carrier service levels, including quarterly meetings to drive savings and new services.
- Manage content for internal mobility websites with the latest processes, resources, news, and developments.
- Preparation of end-user communications for wireless program-related activities and updates.
- Provide tier-one support for Mobile devices.
- Led internal deployment efforts, consulting with business units and wireless vendors for contract negotiations and application ideas and working with other internal business units to resolve mobility-related issues.
- Provide program management support for the domestic Centralized BU teams. Management of content for internal mobility websites with the latest processes.
- Assist in the iOS yearly software upgrade testing and AirWatch MDM compatibility process.
- Work with application teams on pilots and rollouts of new devices and functional applications.
- Work with IT security on securing new device types.
- Manage monthly metrics reporting for BU’s cost analysis.
- Ensure an elevated level of reporting data quality.
- Meet regularly with vendors to ensure the team is aware of Chevron’s business expectations.
- Manage and update internal Mobility process documents.
- Assist with the internal process of adding new users to AirWatch MDM.
- Manage AirWatch Reporting needs.
- Continually work and negotiate with suppliers to ensure that the best value is achieved for the organization, achieving approximately $400K in savings on recent contracts up for renewal.
- Reviews and evaluates new vendors, negotiating new contract terms and conditions.
- Manage the entire asset lifecycle for all IT assets, from evaluation, acquisition, upgrades (replacement), to end-of-life (disposal).
- Maintain accurate records for IT.
Education
ASSOCIATES OF FINANCE -
ACADIANA TECHNICAL COLLEGE
Skills
- Mobile Device Management
- MDM / TEM Solutions
- Vendor Management
- Hardware Asset Management
- Software Asset Management
- IT Procurement
- Data Analysis
- Device Optimization/Lifecycle Management
- Project Management
- Strong Analytical Skills
- Optimization/Savings
- Mobile / Telecom Billing Analysis
- Policy Planning and Implementation
- Wireless Optimization and Cost Savings
- ITIL
- Active Directory
- AirWatch/Workspace One
- Intune
- O365
- Apple Business Manager
- Samsung Knox
- Apple Configurator
- ServiceNow
Timeline
Mobile Device TEM Manager
Elara Caring/Jordan Health Services
02.2024 - Current
Sr. Business Analyst Telecom/Mobility
Republic National Distributing Company
01.2020 - 12.2024
Business Analyst-Mobility /Telecom
Sysco Foods
05.2018 - 12.2019
Mobile Device Deployment Project Coordinator Epic Support
MD Anderson Cancer Center Consultant
12.2015 - 05.2018
Mobile Carrier Program Manager
Chevron
03.2013 - 12.2015
ASSOCIATES OF FINANCE -
ACADIANA TECHNICAL COLLEGE