This document is Stephanie Hluza's resume. It summarizes her professional experience in IT roles such as system and network administration, IT project management, and service desk management. She has over 10 years of experience providing tier 1-3 technical support and currently works as a field engineer and Apple support advisor. The resume highlights her strong communication, problem-solving, and customer service skills.

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Stephanie b. hluza
102 Langhamjones creek, TX 77541
Stephanie.Hluza@gmail.com (469) 203-9549
SYSTEM & NETWORK ADMINISTRATION|MOTIVATION|SERVICE DESK MANAGEMENT
Seeking a position to utilize my abilities in the Industry that offers professional growth while displaying my resourceful,
innovative and flexible skills.
IT PROJECT Management  IT SECURITY  DATA Backup & RECOVERY  Application development
Personable business professional. Talent for quickly mastering technology. Diplomatic and tactful with
professionals and non-professionals at all levels. Accustomed to handling sensitive, confidential records. Flexible
and versatile – able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability
to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team-building skills.
Strong analytical and problem solving skills.
Qualifications summary
 Provide Tier I, II, III problem diagnosis since 2006.
 System, Server, and Exchange Support 10+ years
 Strong communicator who interacts respectfully across cultures and socio-ethnic backgrounds.
 Over 10 years of onsite and remote system support, managing projects that promote user problem resolution cited
as innovative, engaging, and that address target needs.
 Eclectic end user needs experience totaling 10+ years.
 Experience in mentoring customers to change perceptions and expectations of information systems and problem
diagnosis.
Professional experience
Field Engineer Level 2, Freeport, TX
NSC Global Contract for BASF, April 2016-Present
 Maintain, analyze, and troubleshoot hardware and software issues in an office setting (about 370 users)
 Document, maintain, upgrade or replace hardware and software systems in a corporate environment.
 High-level of functional and practical troubleshooting ability with all software applications in a Windows 7/Office
2010 environment
 Installation and support of laptops, printers, and handheld devices
 Support and maintain user account information including rights, security and systems groups.

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Apple Support at Home Advisor, Jones Creek, TX
KellyConnect, March 2016-Present
 Answer and resolve advanced Apple product technical-support questions received from customers.
 Ensure call resolution in a timely manner, while maintaining the highest standards of quality
 Ensure complete customer satisfaction with every interaction
 Provide suggestions and options to the customer based on their needs.
Self Employed, Jones Creek, TX
Independent Contractor, October 2014-March 2016
Texas Dow Employees Credit Union, Lake Jackson, TX
Service Desk Technician, November 2012-October 2014
 Provided technical support to over 700 users on-site and through Remote Desktop.
 Identified, diagnosed, and resolved Level 1, 2, & 3 service desk problems.
 Resolution and tracking of Information Systems (IS).
 Resolution and tracking of business team service requests.
 Problem severity assessment.
 Use problem management guidelines to assign problems appropriately.
 Responsible for training and supporting end users on and offsite.
 Responsible for creating a SharePoint IT knowledge base of simple resolutions for end users to refer to as
needed.
 Minor SharePoint upkeep for IT/Info structure team
 Update customers on the status of their service request.
 Virtual infrastructure support.
 Phone system management.
 Patch Management.
 Antivirus administration and remediation.
 Microsoft Exchange administration.
 Extensive AD management.
 Worked closely with a team of three other technicians to provide hands on support to our many branches.
 Responsible for ordering, maintaining inventory, deployment and service of desktops, laptops, handheld
devices, printers etc.
 Maintained inventory, ordering, and deployment of Verizon Devices (iPhones, iPads, Blackberry).
 Resolved issues concerning TCP/IP, MS Windows, and MS Server configurations.
 Daily Maintenance and backup of data bases.
 Routine Maintenance of server hardware and software.
 Preformed restore of critical data as needed.
 Responsible for creating all new employee accounts (AD, Exchange, Phone System).
 Deployed and corrected issues concerning VPN applications and profiles.
 Design and implement systems, network configurations, and network architecture, including hardware and
software technology, site locations, and integration of technologies.
 Oversight and coordination of complete equipment upgrade at all sites.
 Oversight and coordination of OS system upgrade for entire company at all remote sites.
 Oversight and coordination of compatibility testing with outside vendor and implementation of new
peripheral devices to better meet our customer’s needs (i.e. Signature Pads, check scanners, receipt
printers).

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 Oversight and coordination of initial network setup and implementation at new branches.
 Oversight and coordination of complete phone system upgrade at all sites.
 Worked closely with each department scheduling outages/upgrades to ensure the smallest downtime
possible and to ensure their IT needs were met.
 In depth testing of applications to ensure compatibility with our system as well as our IT security policy and
procedures.
 Provided support for corporate developed applications related to Windows and Active Directory security
configurations.
 Plan, coordinate, and implement network and systems security measures to protect data, software, and
hardware.
Gulf Chemical and Metallurgical, ERAMET Freeport, TX
Lead Helpdesk Analyst, January 2009-August 2012
 Identified, diagnosed, and resolved Level 1, 2, & 3 problems for GCMC and all remote, personal computer
software and hardware, network and new computer technology; solutions to end-users.
 Provided one-on-one end-user problem resolution over the phone for company approved Personal
Computer (PC) software.
 Imaged, delivered, tagged, set up, and assisted in the configuration of end-user PC desktop hardware,
software, and peripherals.
 Coordinated timely repair of PC computer equipment covered by third-party vendor maintenance
agreements.
 Performed minor desktop hardware repair for PC computer equipment and peripherals that are not
covered by third-party vendor maintenance agreements.
 Assisted with install of local area network servers, cabling systems and equipment such as network interface
cards, hubs and switches.
 Assisted Network Technicians in creating materials for end-user frequently asked questions.
 Provided leadership and mentoring for the helpdesk team.
 Provided expertise on the tools for delivery of end user services.
 Helped Design and implement internal SharePoint based intranet for seamless information exchange
between departments
 Assisted helpdesk team in bringing correct solutions to customers.
 Managed the daily operation of TrackIT! the helpdesk ticketing system.
 Ensured that tickets are completed in a timely manner.
 Reviewed on a daily basis the status, priorities and overall status of tickets.
 Assisted other analyst as needed.
 Handled escalations of tickets to meet SLA.
 Met with and provided weekly reports to management.
United States Army, Fort Gordon, GA
25Q, 2006-2007
 Leadership Training
 Intelligence Training
 Multichannel Transmission Systems Operator-Maintainer
 Security Clearance: Secret
 National Service Medal
 Tropospheric Scatter Communications Systems
 COMSEC Communications Security Devices

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 Preventive Maintenance Checks and Services
Walmart, Lake Jackson, TX
Lead Inventory Control Specialist, 2002-2006
 Follow all prescribed Safety Regulations
 Inventory accuracy
 Cycle Count product line inventory as requested.
 Audit receiving department transactions daily and correct if necessary- maintain Receiving error
spreadsheet and charts.
 Maintain inventory levels at vendor locations.
 Review negative inventory report, inspect inventory and reconcile differences.
 Non Conforming Material
 Ensure timely dispositioning of non conforming materials.
 Prepare and process Return to Vendor inventory.
 Authorize payment for repair of DMR inventory.
 Maintain Non Conforming Material Database
 RMA
 Process & ship Service Center orders.
 Process & ship RMA’s for Products.
 Order & Shipping Support
 Prepare and process shipments for both rental and capital products.
 Place Service Center orders for rental products and invoice them.
EDUCATION & Certification
Certifications: A+, Microsoft, CNP, CCNA
Brazosport College, AAS Network Support & Information Systems, 2010
 Information Security
 Network Technologies/Hardware/Administration
 Implementing and Supporting Servers
 Service Desk Training/Computer Maintenance
 Application Development
 IT Project Management
 LAN/WAN Administration and Maintenance
 VB Programming
 Unix/PC Operating System (DOS, Windows)
 C++ Programming
 Web/Multimedia Design
 Integrated Software Applications
 Technical Planning

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ACCOLADES
Kasey Kahanek, Supply Chain and Marketing Leader
“Stephanie'sknowledge,customerserviceorientedattitude,andabilityto listento her customermake
her anexceptionalmemberofany team.She recognizes thather position is key in allowingthe
companyto functionproperlyandallowall employees to accomplishtheirgoals.Shetakes this
attitudewith her whencompletinga myriadof tasks,and ensures sheis providingtheinternal
customerswhatthey needin a timelyfashionandit is donerightthe first time.”
Roland Cantu, Sr. Planner Scheduler at Gulf Chemical & Metallurgical Corp.
“Stephanieprovidesfirstclasscomputer systems andnetworksupportwithfirst attempt success.Her
conduct remainsat theutmostprofessionallevelatall times.”
Jim Beam, Plant Engineer at AMG Vanadium, Inc.
“Ihad severalopportunitiesto workwithStephaniein her capacity as a LeadHelpdeskAnalystwhile
at Gulf Chemical.She alwayscompletedherassignedtasks ina timely fashionandin a highly
professionalmanner.Whennecessary,Stephaniewouldcoordinateinstalls andupgrades to minimize
interruption.I enjoyedworkingwithStephanie andrecommendherwork.”
Professional References
Charlie Cagle
BASF
979-900-9335
caglec@zhi.com
Lisa A. Neasbitt, Education Reform Consultant
National Urban Alliance for Effective Education
682-208-9335
LNeasbitt@MSN.com
Richard W. Stockton
DOW (retired)
979-215-1020
Richard.Stockton@yahoo.com
Francisco Jimenez, System Administrator
Buc-ee’s, LTD
Francisco.Jimenez411@gmail.com
Kasey Kahanek, Purchasing Agent
BASF
979-373-1846
KaseyKahanek@gmail.com
Robert McClain, Electrician
Testronics
979-799-6356
RobertMcClain22@Gmail.com