Katy Wachtel
Highlands Ranch
Summary
Skilled Information Systems Technician with broad base of experience in technical support and operations. Fast worker able to resolve problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of computer systems, networking and network administration, servers, telephone systems, profile maintenance and customer service. Self starter and learner who excels not only in Information Systems but Telecommunications and Telephony Systems. Willing to relocate to: Colorado
Overview
15
15
years of professional experience
1
1
Certification
Work History
Technology Support Coordinator
Vi Senior Living
05.2024 - Current
- Provide technical support to residents and staff for computers, telephone, email, software and home entertainment equipment.
- Troubleshooting issues on device-specific problems, network performance, and internet connectivity.
- Installs new hardware and software systems and components, ensures integration with existing network systems.
- Works in conjunction with the Engineering Department to deliver IT and Engineering infrastructure to the facility.
- Optimizes resource allocation for projects resulting in improved workflow efficiency and delivery times.
- Maintains accurate records of customer interactions via AutoTask.
- Acts as a liaison between the community and service providers for internet, networks, telephony and security systems.
- Participates in community events to enhance resident mental health and happiness.
- Participates as Manager-On-Duty for the community. Ensures that residents, staff and the community are free from danger and will provide CPR to elderly residents if needed.
Configuration Manager
Fathom 4, LLC
09.2022 - Current
- Maintains all configuration items, software and hardware baselines of government servers, switches, computers and biometric systems.
- Facilitates and performs audits of government computer systems to maintain system accuracy.
- Holds change review boards with government, contracting personnel and DevOp for changes to system software baselines.
- Creates and records all physical inventory and software versioning in CMPRO.
- Creates training materials for incoming CM personnel.
Information Systems Technician
United States Coast Guard
01.2014 - 09.2022
- Performs installation and maintenance of Microsoft workstations, servers, Cisco switches, routers, networks and telecom equipment
- Creates and manages user and group set-up in Active Directory.
- Cat5e/Cat6, Fiber Optics, Coaxial, Amphenol, Shoretie cable fabrication, installation and troubleshooting.
- Configures and manages Telephony equipment to include Avaya IP Office, Avaya VoIP and eOn
- Operates, manages and controls telecommunication transmissions, computer networks, terminals and processing equipment
- Responds to help desk requests through the Remedy Ticketing System
- Configures and manages LAN and WAN devices
- Maintains security of devices and user accounts
- Installs, modifies and repairs software and hardware to resolve technical issues.
- Provides help desk support to more than 500 users.
New Accounts Representative
FirstBank
11.2011 - 12.2013
- Provides fast and friendly customer service
- Processed Commercial and Personal transactions while providing solutions and resolving customer's issues
- Developed and maintained customer relationships
- Interviewed customers to obtain information needed for opening new accounts or renting safe-deposit boxes.
Cashier/management Trainee
Savers
05.2010 - 11.2011
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Reviewed and resolved differences between accounting information and cash drawer
- Mentored new team members on registers, meeting customer needs, maximizing group performance and maintaining high satisfaction with customers
- Performed daily accounting and book keeping
Education
Bachelor of Science - Information Technology
American Military University
Charles Town, WV09-2025
Skills
- Microsoft Office
- Cat5e/Cat6
- Windows
- Active Secret Security Clearance
- Leadership and Management skills and Windows 2008-2019 servers
- Knowledge of Active Directory and installation and troubleshooting Group Policy
- IT support
- Project management
- Help Desk
- Supervising experience
- Troubleshooting
- Operating systems
- Ethernet
- Network administration
- IT management
- Networking and System Administration
- Customer Service Specialist
- Operating Systems
- IT infrastructure
- Knowledge of Cisco Prime and PuTTY
- Fiber Optics
- VMWare
- Customer service
- Configuration management
- Telecommunications Specialist Amphenol, Shoretie cable fabrication
- Communication skills
- Network Administration
Certification
- CompTIA A+
- ITIL Certification
- Driver's License
Timeline
Technology Support Coordinator
Vi Senior Living
05.2024 - Current
Configuration Manager
Fathom 4, LLC
09.2022 - Current
Information Systems Technician
United States Coast Guard
01.2014 - 09.2022
New Accounts Representative
FirstBank
11.2011 - 12.2013
Cashier/management Trainee
Savers
05.2010 - 11.2011
Bachelor of Science - Information Technology
American Military University
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