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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.
2
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).
3
 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
4
 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
5
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

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2016

  • 1. 1 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.
  • 2. 2 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).
  • 3. 3  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
  • 4. 4  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
  • 5. 5 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