Tony Flowers
Katy,TX
Summary
Dynamic IT Support Specialist with a proven track record, excelling in IT purchasing and vendor management. I deliver exceptional customer service while driving operational efficiencies. Recognized for developing IT procedures and enhancing user support across global teams. ITIL 4 Foundation Certified.
Overview
15
15
years of professional experience
1
1
Certification
Work History
IT Support Specialist
BW Energy
08.2022 - 07.2025
- IT purchasing: worked with vendors on renewing software licenses, researched cost-effective solutions for new software and hardware requests, worked with the vendor qualification team to qualify vendors in our PO system, issued PO's and approved invoices
- Responsible for monitoring upcoming software license renewals and worked to keep licenses updated in our cloud system
- Created and managed Adobe, DocuSign and Files.com accounts
- Responsible for monitoring and maintaining IT inventory
- Set up and managed user accounts, permissions, and passwords
- Utilized Microsoft 365 Admin Center, Azure and Intune for managing user accounts, laptops, Office E5 and F3 licenses, and multi-factory authentication
- Created and managed SharePoint sites
- Provided on-boarding and off-boarding IT support for new and departing employees
- Responded to IT support requests via phone, email, chat, or ticketing system
- Performed system upgrades, updates, and routine maintenance on Lenovo and Dell laptops
- Performed basic network troubleshooting such as, verifying connection between switches and patch panels and AOVPN connections
- Network and local printer support which included mapping network printers, TCP/IP printers, local driver installation, and troubleshooting general printer issues
- Worked with third-party IT service provider or senior IT staff as necessary on escalated issues
- Developed and documented IT procedures
- Utilized ServiceNow for tracking issues
- Supported users in the US, Gabon, Portugal, Singapore and China
Service Desk Analyst @ BW Energy
Cegal
02.2022 - 08.2022
- Worked for Cegal onsite at BW Energy
- Set up and manage user accounts, permissions, and passwords in Azure AD and other systems
- Network and local printer support which included mapping network printers, TCP/IP printers, local driver installation, and troubleshooting general printer issues
- Respond to IT support requests via phone, email, chat, or ticketing systems
- Utilized ServiceNow for tracking issues
Assistant Patient Access Representative
UT Physicians
06.2021 - 02.2022
- Answered and managed phone calls and triage patients via telephone
- Made, rescheduled and canceled appointments in Epic
- Obtained demographic, insurance and financial information from patient and guarantor and enter into Epic
- Assisted in verifying insurance eligibility and benefits and ensures all notifications and authorizations are completed within the required time frames
- Entered patient and referring physician information into Epic with high degree of accuracy
- Explained required forms to patient or guarantor
- Confirmed appointments
- Obtained medical records from referring physicians and scan into patient charts in Epic
- Managed RightFax documents, scan into Epic and forward to appropriate staff members
- Communicate in an effective and professional manner with physicians, office staff, insurance companies, referring physician practices as well as patients
Service Desk Manager
Impellam Group
06.2010 - 11.2019
- Responsible for service desk team providing customer service, support for network connectivity, hardware, and various business applications to 500+ internal customers in 25 US locations
- Managed service desk personnel, including hiring and training analysts on 1st/2nd level networking and application support
- Liaison to upper management, providing reporting and other communication regarding technology issues
- Liaison with third level technical support team at the corporate data center in the UK
- Received purchase requests, research and purchase IT equipment
- Worked with vendors and clients to provide technical solutions to increase operational efficiencies
- Managed projects, i.e., Windows 10 upgrade, conversion of accounts from on-prem Exchange to Microsoft 365, 2FA roll out on mobile devices and Citrix access, computer upgrades, repairs and replacement
- Managed project for remote Windows 10 rollout using Microtik devices
- Developed and document help desk procedures
- Provided remote and deskside support to 500+ users in managed desktop and Citrix environments
- Created and managed accounts in Active Directory and Microsoft 365
- Creating and managing accounts Manage Engine ServiceDesk+ ticketing software
- Provided support with MS Office 2013, 2016 and OWA issues
- Troubleshooting network outages in remote offices including verifying connections between routers, switches, and patch panels, and activating ports on switches
- Provided support with ShoreTel/Mitel and Vonage VOIP phone systems
- Network and local printer support including mapping network printers, TCP/IP printers, local driver installation, and troubleshooting general printer issues
- Computer hardware upgrades, software installation, virus and malware removal
- Printer maintenance including changing out rollers and fusers
- Maintain knowledge base used for troubleshooting and training
- Provide high level of customer service
- Five-time Employee of the Month
- Three-time employee of the year
Education
Bachelor of Science -
Texas A&M University
College Station, TXSkills
- Customer Service
- IT Purchasing
- ITIL 4 Foundation Certified
- MS Azure
- MS Intune
- SharePoint
- Office 365
- Windows 11
- Hardware Upgrades
- Hardware Troubleshooting
- Remote Support
Certification
ITIL 4 Foundation
Timeline
IT Support Specialist
BW Energy
08.2022 - 07.2025
Service Desk Analyst @ BW Energy
Cegal
02.2022 - 08.2022
Assistant Patient Access Representative
UT Physicians
06.2021 - 02.2022
Service Desk Manager
Impellam Group
06.2010 - 11.2019
Bachelor of Science -
Texas A&M University
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