Summary
Overview
Work History
Skills
Certification
Accomplishments
Work Availability
Software
Work Preference
Timeline
Hi, I’m

Samantha Motino

Central Florida,FL
Samantha Motino

Summary

Accomplished IT specialist with 8+ years of experience. Skilled in troubleshooting, customer service, collaboration, and technical communication. Excel in cross-functional environments, delivering high-quality results on time. Detail-oriented, organized, and meticulous, ensuring accuracy and efficiency. Strong work ethic and ability to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Overview

9
years of professional experience
1
Certification

Work History

PUBLIX

Staging Engineer - Software Deployment
12.2023 - Current

Job overview

  • Built or upgraded approximately 100 computers monthly, adding RAM and hard drives, and installing essential software to meet client requirements.
  • Conducted thorough quality assurance checks post-installation to ensure seamless hardware and software functionality.
  • Led 3 life cycle projects, each involving the deployment of around 200 laptops, successfully managing timelines and reducing project delays.
  • Managed biannual inventory, tracking and deploying hardware components and software licenses, which optimized resource allocation and reduced surplus stock.
  • Played a key role in staging team leadership for major upgrade projects, streamlining processes and reducing downtime by implementing efficient workflows.
  • Mentored and trained new team members in hardware and software installation best practices, enhancing team productivity and expertise.

PUBLIX

Staging Engineer - Retail Systems
12.2022 - 12.2023

Job overview

  • Performed software builds for store systems, workstations, POS terminals, mobile devices, and scales, ensuring seamless integration and functionality across all platforms.
  • Implemented software packages and configuration updates for new stores, labs, and off-site vendor systems, optimizing setup and deployment timelines.
  • Proactively managed and monitored system status, addressing potential issues in advance to maintain optimal performance and uptime.
  • Staged and configured hardware for retail stores, efficiently resolving incidents, fulfilling requests, and supporting project work to sustain operational efficiency.
  • Completed lab and off-site system builds on schedule to support strategic company initiatives, consistently meeting critical project deadlines.
  • Documented and reported software defects and operational discrepancies in detail, enabling prompt resolution and driving continuous improvement.

PUBLIX

Tier 2 Network Support Analyst
04.2021 - 12.2022

Job overview

  • Monitored server and warehouse system alerts, escalating production issues to Tier 3 for fast resolution.
  • Managed a support ticket queue, ensuring quick response times and high user satisfaction.
  • Created and maintained a Knowledge Base of issues and solutions, improving team troubleshooting efficiency.
  • Diagnosed and resolved technical issues for office and warehouse locations, reducing downtime and supporting continuous operations.
  • Selected by senior management to author Knowledge Base articles, expanding user self-service capabilities.
  • Consistently ranked in the top 5% for issue resolution speed and customer service quality.
  • Recognized by leadership for proactive solutions and high-quality support documentation.

PUBLIX

Tier 1 Customer Tech Support Analyst
05.2016 - 04.2021

Job overview

  • Expertly diagnosed and resolved software and hardware issues, minimizing downtime and optimizing user performance.
  • Selected by senior management to create Knowledge Base articles, enhancing user self-service and support efficiency.
  • Consistently ranked in the top 5% for issue resolution speed and customer service quality.
  • Recognized by leadership for developing user-focused solutions and high-quality support documentation, improving operational processes.

Skills

  • Active Roles (Quest)
  • CSS
  • CyberArk
  • HTML
  • Hardware Installation
  • IT Support
  • KeePass
  • Office 365 Apps
  • PC Migrations
  • PowerShell
  • SAP
  • SCCM
  • Security Implementation
  • Software Installation
  • VMware
  • Analytical Skills
  • Cross-Team Collaboration
  • Customer Service
  • Quality Assurance
  • Teamwork
  • Training
  • Troubleshooting

Certification

  • CompTIA A+ Certification
  • Modern Desktop (MD - 100) Windows 10

Accomplishments

  • Led three lifecycle projects involving the deployment of 200+ laptops each, reducing project delays by 20% and delivering all projects on time.
  • Built and upgraded 100+ computers monthly, maintaining a 98% success rate in meeting client specifications.
  • Mentored and trained 10+ new team members in hardware installation and software deployment, increasing team productivity by 25%.
  • Conducted biannual inventory reviews, optimizing hardware usage and reducing surplus stock by 15%, saving the company resources.
  • Achieved a 99% functionality rate through rigorous quality assurance checks on all software and hardware installations.
  • Monitored server and warehouse system alerts, resolving 90% of issues on the first attempt and escalating only critical cases to Tier 3.
  • Authored and maintained a comprehensive Knowledge Base, improving team troubleshooting efficiency by 40% and reducing ticket response times.
  • Managed support tickets with an average resolution time of under 1 hour, ranking consistently in the top 5% for customer satisfaction.
Availability
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friday
saturday
sunday
morning
afternoon
evening
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Software

SCCM

Office 365

Active Roles (Quest)

KeePass

PowerShell

SAP

VMware

HTML

CSS

Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Work-life balanceWork from home optionHealthcare benefitsPaid time off4-day work weekFlexible work hours

Timeline

Staging Engineer - Software Deployment

PUBLIX
12.2023 - Current

Staging Engineer - Retail Systems

PUBLIX
12.2022 - 12.2023

Tier 2 Network Support Analyst

PUBLIX
04.2021 - 12.2022

Tier 1 Customer Tech Support Analyst

PUBLIX
05.2016 - 04.2021

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Samantha Motino