Megan Chlapowski

- Managed a team of 5-7 employees, providing guidance and support for troubleshooting needs, addressing questions and concerns, and facilitating smooth shift operations. Played a key role in de-escalation when necessary and effectively communicated with upper management and software/hardware engineers for advanced troubleshooting.

- Supervised and maintained operations for over 20 mobile service robots in a hospital setting, gathering and analyzing data to deliver precise product feedback and improve service request resolution times.

- Conducted thorough evaluations of robot efficiency using root cause analysis and end-of-test reports. Utilized tools such as Linux, Terminal, Rocos, Jira, Voalte, Fetchcore, and Semantic UI for data monitoring and collection, providing actionable insights to engineering teams for performance improvements.

- Leveraged Linux to meticulously monitor robot data and health, troubleshoot intricate issues, and identify behavioral errors. Demonstrated strong software proficiency by analyzing and resolving complex robot behavior anomalies to enhance operational performance.

- Provided comprehensive in-person IT support to over 5,000 State of Texas employees, significantly reducing helpdesk requests through effective problem-solving and direct user assistance.
- Created and configured 100+ user accounts daily using Active Directory, delivered technical training to new employees, and maintained detailed documentation of projects with daily progress updates.
- Ensured system reliability by deploying and monitoring server patches, performing routine maintenance, and addressing technical issues promptly.
- Assisted with the deployment, setup, and maintenance of end-user devices, including Dell desktops and laptops, iPhones, Android devices, and printers.
- Managed and administered Office 365 services such as Exchange Online, SharePoint Online, and Microsoft Teams, and utilized a range of operating systems and software including Windows OS, Remedy ticketing system, ARS, Cisco, Globe VPN, and SCCM.
- Employed virtualization and cloud-based technologies such as VMware, ESXi, and Hyper-V to ensure the optimal performance and scalability of the system environment.
- Diagnosed, troubleshot, and resolved hardware, software, and peripheral issues through hands-on, in-person support, ensuring minimal downtime and maintaining productivity for state employees.
- Implemented security protocols to protect data integrity, regularly updating antivirus software and conducting security audits.
- Collaborated with IT team members and departments to streamline processes, share knowledge, and implement new technologies for improved IT service delivery.

- Administered and resolved complex technical issues related to network outages, dial-up connectivity, and phone system problems while contracting with Frontier Wi-Fi. Ensured prompt and effective resolution to maintain high levels of customer satisfaction.

- Leveraged remote diagnostic tools to analyze and address network performance issues, leading to improvements in overall network reliability and efficiency.

- Applied expertise in network protocols and diagnostic methods, including IP lookup, traceroute, and DNS lookups, to systematically troubleshoot and resolve connectivity problems.

- Managed the creation and tracking of technical support tickets, ensuring thorough documentation and efficient handling of network-related incidents.

- Achieved promotion to SME (Subject Matter Expert) within 2 years, leading a team of ten employees. Monitored team metrics, organized individual feedback sessions, and offered support to address complex technical challenges and improve overall team performance.