Somer Curtiss

My current job title may be Installation Technician, but that doesn't correctly reflect my current role at Mid-Rivers Communications.

Mid-Rivers launched a Managed Service Provider Program in late 2019. I was excited about this opportunity and spoke to the General Manager, requesting to transfer from my current position as an Information Systems Analyst, to be part of the MSP Team. The role that allowed me to do so, was an Installation Technician. However, my role was was mostly Computer and Software based, with some Server Administration and Network Monitoring mixed in. I was the Lead Technician for multiple companies simultaneously, including the Owners, Executives and C-Suites of those companies. I supported Tire Shops, Veterinary Offices, Hospitals, and everything in between. In early 2022, Mid-Rivers started researching and implementing Artificial Intelligence, and I have also acquired the Lead Project Manager role within our AI Department.

• Evaluated equipment to determine if it needed to be repaired or replaced.
• Scheduled and performed maintenance, repair and upgrades of existing equipment and systems.
• Established and maintained effective working relationships with vendors and contractors to support operations.
• Created and maintained up-to-date records of all installed systems and equipment.
• Provided technical support and training to users on new systems to ease transitions.
• Evaluated and Recommend Products to fit individual business needs
• Implemented a ticketing system and ensured we met or exceeded business standards
• Resolved or Dispatched all tickets accordingly
• Researched, Recommended, Implemented, Trained and Monitored a Conversational Voice AI System.
• Researched, Recommened, Implemented, Trained and Monitored Cloud Contact Center Software.
• Continuously working on Automation Efficiency within the Organization

I was promoted to an Information Systems Analyst internally at Mid-Rivers Communications. While I was still responsible for all day to day internal IT Support and Billing Processes, I was now monitoring, patching, adding, upgrading and replacing Servers on the Mid-Rivers Network.

• Trained users and supported variety of problems with hardware and software.
• Planned and designed system improvements to meet changing demands.
• Collaborated with upper management to drive strategy and implement new processes.
• Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
• Analyzed existing systems and databases and recommended enhancements to solve business needs
• Skilled at working independently and collaboratively in a team environment.
• Domain Controller Administration including AD, DHCP and GPO
• Physical and Cloud Server Experience
• Responsible for Monitoring IT Network

I was promoted internally to a Data Processing Assistant. In this role I was responsible for all internal IT support, Computer Replacements, Billing Procedures and Procedural Improvements.

• Quickly learned new processes and systems and kept current with procedural enhancements.
• Maintained and referenced training documentation for entry process.
• Assisted with development of data entry procedures to streamline data processing.
• Tested software applications and systems to identify enhancement opportunities.
• Ran all Billing processes, and manually completed the printing, folding and mailing of the bills
• Configured Computers, Tablets and Software for internal use
• Internal Computer and IT support via in person, phone or email requests
• Managed multiple policies and documentation procedures for internal use and as required by law

My career started at Mid-Rivers Communications in the Building and Grounds Department. For half my day, I was responsible for cleaning and maintaining the Headquarters Building and Grounds, and the Warehouse Building and Grounds.

For the other half of my day, I would work in the Warehouse, receiving and putting away inventory and other duties as assigned.

• Loaded, unloaded, and moved material to and from storage and production areas.
• Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations.
• Checked packages and merchandise for damage and notified vendors.
• Labeled and accurately moved customer orders to meet shipment timetables and minimize errors.
• Cleaned and maintained warehouse in compliance with OSHA safety standards.
• Verified the received product matched the Purchase Orders and distributed appropriately
• Tested Copper Cable to ensure it was ready for the field
• Assisted with gathering and organization product to be sold
• Cleaned fleet vehicles that were to be sold at auction