Summary
Overview
Work History
Education
Skills
Accomplishments
Assessments
Awards
Work Availability
Affiliations
Work Preference
Timeline
Hi, I’m

Susan Watkins

IT Infrastructure Supervisor
Rockmart,GA
Susan Watkins

Summary

A well-rounded successful IT professional. Exuberant attitude with a drive to help others learn and grow. With a National Customer Service and Sales Awards, affirms that I am a people person with the drive to succeed. Authorized to work in the US for any employer

Hard-working Supervisor with exceptional experience leading teams, delivering results, and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.

Overview

17
years of professional experience

Work History

Southwire-Carrollton, GA

Plant Infrastructure Supervisor
02.2021 - Current

Job overview

  • Take charge and lead all plant infrastructure needs (installations or dismantling) by utilizing staff and outside vendors.
  • Project Management, overseeing the purchasing, and installation of network equipment, label printers, document printers, and terminal installations, to prepare and install SAP ERP system for new acquisitions.
  • Conducted regular reviews of operations and identified areas for improvement once a month with every plant manager.
  • Ensuring proper maintenance around manufacturing and customer service center IT infrastructure for all 50 plants
  • The technology supported includes Windows and local application systems i.e. Advaris, SAP, MDM, PPME, SolarWinds, Meraki, Zebra utilities, and more.
  • Responsibilities on these systems include system engineering and provisioning, operations, support, and maintenance to ensure continual innovation and improvement.
  • Provide communication between the areas necessary to support the manufacturing plants including corporate support organizations, corporate IT, and local plant leadership.
  • Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, and UPS setup/configuration.
  • Following standards and project/operational requirements
  • Develop and maintain installation and configuration procedures
  • Contribute to and maintain system standards
  • Perform daily and weekly system monitoring, verifying the integrity and availability of all hardware, server resources, systems, and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups
  • Provide Tier III/other support per request from various constituencies
  • Investigate and troubleshoot issues
  • Repair and recover from hardware or software failures
  • Coordinate and communicate with impacted constituencies Regularly follow up with users to ensure quality, consistency, and up-time of system performance and work performed
  • Responsible for management of helpdesk tickets for IT Service Infrastructure Ivanti ITSM was used for service management.

Elite Comfort Solutions-Newnan, GA

Southeastern Regional IT Administrator
05.2017 - 02.2021

Job overview

  • Monitor and resolve IT infrastructure issues over five production/manufacturing plants in Georgia
  • Handle all aspects of IT infrastructure from planning, ordering, installing, and keeping plants running smoothly
  • Projects like planning, building, and installing new MDF data rooms (data racks, Cisco switches, UPS systems, Nutanix servers, IPS modems, firewalls, etc.) Complete new installations of Wi-Fi access points for all five plants, each plant is between 150,000 to 400,000 square feet were completed on time and within budget constraints
  • Complete new installations for data cabling and ports of office space and production floor
  • Upgrading landline phone systems to VoIP (Cisco to Avaya) for all five plants
  • Install and program RFID door access systems for four plants.
  • The completion of a new perpetual inventory management system Office D365 (desktops, printers, RF Smart and Honeywell scanners, and Zebra label printers) for all five plants.
  • Daily activities include but are not limited to the following: Communicate regularly with plant managers and department managers for support and strategic planning of information technology needs within the manufacturing environment
  • Maintain Windows Active Directory for users, groups, and computers.
  • Work with suppliers/vendors to locate and negotiate ETA and pricing of IT equipment and supplies
  • Order, process, track, receive, document, and install all IT software and hardware for all plants in Georgia
  • Maintain equipment inventory using the SysAid asset tracking and ticketing system to keep an updated record for management
  • Following the ITIL framework for IT standards Document issues, reference, and contribute to the ITIL processes within SysAid
  • Collaborate with leadership and vendors from concept through final delivery of product or service
  • Oversee the development and implementation of IT security and policy improvements, along with documentation and reporting.
  • Implement company policies, technical procedures, and standards for preserving the integrity and security of data, reports, and access
  • Train and monitor staff to ensure a complete understanding of the implementation plan in every aspect
  • Direct onsite training for business users to maximize productivity
  • Create, maintain, and organize a user database of over 500 clients statewide
  • Establish required rules and regulations for data roles, systems, and limits that are secured for each user.
  • Prepare and maintain a disaster recovery plan for consistent business operations
  • Maintain operational standards for all of Georgia
  • Align office departments and optimize inter-department communication and data sharing.
  • Install and update hardware, software, and applications of Mac, PC, and iPhone devices.
  • Monitor and maintain security cameras CDVR system and door badge access.
  • Install, set up, and maintain ADP time clocks for 5 plants
  • Host basic training to all users on the Elite network, (domain access, VPN, Office D365 access, Skype, Teams, and secure file sharing using Share file, One Drive, and Share Point).

RaceTrac Petroleum Inc-Atlanta, GA

Store Support Information Technology Analysts
01.2016 - 05.2017

Job overview

  • Provided support to the Store Systems Help Desk team responsible for handling trouble tickets submitted by RaceTrac and Race Way store team members, for all technical equipment and software applications at the stores.
  • Train the Store Systems Support Help Desk Technicians; ensures the appropriate tools for development are readily available and consistently follows all ITIL help desk standards and policies.
  • Quality Assurance monitoring, training, and coaching.
  • Follow up on open service complaints and ensures a solution is met for vendor-related issues
  • Prepare and maintain client desktops, servers, and printers by installing various OS, applications and links to client-service and internal networks as needed.
  • Investigated large system issues and implemented resolutions to reduce downtime.
  • Participated in internal audits regarding quality management system.
  • Provided backup and assistance for administration of physical and virtual server infrastructure and storage area networks.
  • Assessed business requirements to create focused solutions.
  • Improved systems with addition of new features and infrastructure.
  • Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
  • Reviewed technical work of consultants and third-party support providers.
  • Created detailed documentation of system specifications, user guides, and best practices for easy reference by team members.
  • Reduced downtime and resolved technical issues swiftly through proactive monitoring and troubleshooting.
  • Developed comprehensive training programs for new hires, ensuring smooth onboarding and knowledge transfer.

Chic-Fil-A Corporate office-Atlanta, GA

IT Support Analysts
09.2012 - 01.2016

Job overview

  • Train and support IT professionals, troubleshoot, and monitor IT-related issues within the Chick-fil-A stores nationwide
  • Monitor and support up to 1500+ restaurants: Point of Sale, MICR printers, receipt printers, KPS equipment, routers, servers, client back-office computers, and Envision Security hardware
  • Monitor and Support client software and web applications POS Store Management, Remacs, InForm, LHDEV, Check Writer, Labor Scheduling, Envision Security POS integrated software, and various other programs
  • Respond to questions and issues from clients; remotely assist Operators, managers, and team members with technology problems in their store
  • React quickly in troubleshooting and resolving equipment issues and critical services, escalating to the appropriate team or vendor when necessary
  • Leverage our ITIL Service Now database for tracking Incidents, service requests, and asset management for all help desk calls and events
  • Strive to facilitate next-issue avoidance thinking
  • Ensure customer satisfaction in every step of problem resolution by keeping the customer involved with the process and following up after issues are resolved.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Guided acquisition process to capture projected cost and revenue synergies and move combined organization forward.
  • Generated reports detailing findings and recommendations.
  • Conducted regular reviews of operations and identified areas for improvement.

Rural Mutual Insurance Company-Madison, WI

Insurance Agent/Office Manager
02.2007 - 01.2010

Job overview

  • Managed my own successful insurance office with my own staff
  • I was responsible for all stages of the recruitment cycle, from responding to inquiries, screening applications, arranging interviews, completing job offer paperwork and supporting successful staff induction
  • Being the first point of contact for all general HR inquiries, administration and correspondence
  • Screen, select potential candidates, interview and hire
  • Ensuring all paperwork received is scanned and stored both electronically and on the employee's paper file
  • Providing clerical and administrative support to Human Resources executives
  • Managing employee records performance, sickness, attendance, records
  • Prioritizing and managing own workload without supervision
  • Handling staff enquiries on a daily basis
  • Talking to both existing and potential employees on a daily basis
  • Writing individual non-standard letters and emails to employees
  • Ensuring that all company HR processes and procedures are properly followed
  • Perform performance evaluations and salary reviews and completed the documentation
  • Provide training and coaching for employees and clients
  • Develop and present work safety/workman's comp seminars
  • Quality Assurance monitoring, training and coaching
  • Prior extensive experience in customer service, direct sales and marketing
  • Research, prescreen and interviewed potential clients
  • Engaged in finding and attracting new clients while building a strong rapport
  • Creating and presenting business proposals to potential clients, while keeping a personable relationship to keep information and evaluations of client data current and as accurate as possible
  • Established and maintained customer files and accounts, verified and validated information data, credit checks, completed and documented property valuations, held legal signings and closings, customer billing and invoicing, handled payment transactions, data entry and small office accounting.

Education

Strayer University
Douglasville, GA

BS Information Technology Management in Computer Science
01.2018

Lincoln College of Technology
Marietta, GA

Associate degree in Computer Network and Security
01.2012

Skills

  • ServiceNow
  • IT support
  • DNS
  • LAN
  • Operating systems
  • Active Directory
  • Direct sales
  • Network security
  • Disaster recovery
  • System Administration
  • WAN
  • VoIP
  • DHCP
  • VPN
  • Firewall
  • Microsoft Exchange
  • Time management
  • Administrative experience
  • Microsoft Word
  • Microsoft Office
  • Microsoft Windows
  • Network Support
  • Computer Operation
  • Help Desk
  • TCP/IP
  • Customer Support
  • Remote Access Software
  • Software Troubleshooting
  • Research
  • Writing skills
  • Customer service
  • Sales
  • English
  • Project management
  • Communication skills
  • Windows
  • Computer networking
  • Linux
  • Leadership
  • Product management
  • Supervising experience
  • Training and mentoring
  • Goal-Oriented
  • Staff Management
  • Employee Motivation
  • Strategic Planning
  • Inventory Control
  • Staff Development
  • Staff Discipline
  • Processes and procedures
  • Operations Management
  • Process Improvement
  • Process Monitoring and Improvement
  • Project Management
  • Schedule development
  • Inventory Oversight
  • Expectation setting
  • Negotiation
  • Policy Enforcement
  • Priority management
  • Idea Development and Brainstorming
  • Improvement plan knowledge
  • Project Planning
  • Analytical Thinking
  • Disaster Recovery Planning

Accomplishments

  • Collaborated and organized with team members in the development of SAP roll out to newly acquired locations.
  • Documented and resolved network switch outages which led to a reliable network.
  • Supervised team of five staff members.
  • Achieved by introducing PPME for tracking our hundreds of Zebra label printers.
  • Collaborated with team of five in the development of Soti Software to use as an MDM on our MC33 inventory scan guns.
  • Created a process for ordering, receiving and asset management. Resulting in product tracking and documentation from day one ordering to day of delivery.
  • Won "A National Award" for Best Customer Service for Mobil Oil Company.
  • Won 1st Place for a Sales Award my first year in sales with Rural Mutual Insurance.

Assessments

Management & leadership skills: Impact & influence, Proficient, November 2021, https://share.indeedassessments.com/attempts/1b2229643e42449e1d271dadee96e3c0eed53dc074545cb7

Awards

  • 2008/2009 #1 Sales leader in the company, December 2009, # 1 Sales leader for 2008/2009. Top sales agent in the company.
  • Dean List Student 2010 and 2011 Lincoln College of Technology, June 2010, Made the Dean’s List during my entire two-year associate degree education.
  • National Top 5 Best Customer Service Award with Mobi Oil Company, August 1999, National Top 5 Best Customer Service Award with Mobi Oil Company
Availability
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Affiliations

  • Women in Information Technology

Work Preference

Work Type

Full Time

Work Location

HybridRemoteOn-Site

Important To Me

Work-life balanceWork from home optionPersonal development programsFlexible work hoursCareer advancement401k matchTeam Building / Company RetreatsHealthcare benefitsPaid sick leave4-day work weekPaid time offCompany CultureStock Options / Equity / Profit Sharing

Timeline

Plant Infrastructure Supervisor

Southwire-Carrollton, GA
02.2021 - Current

Southeastern Regional IT Administrator

Elite Comfort Solutions-Newnan, GA
05.2017 - 02.2021

Store Support Information Technology Analysts

RaceTrac Petroleum Inc-Atlanta, GA
01.2016 - 05.2017

IT Support Analysts

Chic-Fil-A Corporate office-Atlanta, GA
09.2012 - 01.2016

Insurance Agent/Office Manager

Rural Mutual Insurance Company-Madison, WI
02.2007 - 01.2010

Strayer University

BS Information Technology Management in Computer Science

Lincoln College of Technology

Associate degree in Computer Network and Security

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Susan WatkinsIT Infrastructure Supervisor