Elizabeth Hladnik

Experience

• 

  Walgreens Health Services

  Jun 1998 - Mar 2007

  LAN Administrator

  Technical Support for end-users with hardware and software upgrade and maintenance. Assisted in training team members in resolving support issues, setup, and configured PC’s at new call centers.• Maintain servers for Novell, Windows NT/2000/2003, SQL, and Citrix• Utilize TCP/IP, IPX/SPX, VPN, PPTP, L2TP, & other routing protocols, Wireless, DSL/cable modem• Update software and hardware Operating System Platforms for employees• Test and review with new software before releasing to employees• Security maintenance – Responsible for setting up FTP access for clients from outside the Company• Train desktop support employees to resolve user issues• Create accounts and troubleshot updates for in-house applications within Intercom Plus, SQL, and Citrix• Travel occasionally to remote sites to update servers and workstations• Complete technical writing for documentation of software configuration• Mentor interns for summer intern programs• Lead projects for desktop support employees to configure new applications Show less

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  Walgreens

  Mar 2007 - Aug 2016

  LAN Support Specialist Sr. – Team Lead

  Manage a team of 9 onsite technicians supporting Corporate IT applications and desktop requirements. Responsible for Performance Management evaluations and review of team performers as well.• Weekly performance review with team• Ticket assignment, creating and resolving within the ITSM system• Train the team on new application support and systems to push installs to the employee machines• Write procedures and documentation for technology• Bi-Weekly and Monthly Payroll Corrections and Signoff• Configure ports on Switches to change access• Answer technical calls of computer problems from internal clients• Active Directory support of account password reset/unlocks Show less

• 

  Walgreens Boots Alliance, Retail Pharmacy International (Excl. UK & ROI)

  Aug 2016 - Aug 2020

  IT Engineer I

  Provide excellent customer service skills for first level/second level phone and deskside support for client computing hardware and software services to end-users (100K) and stores(10K), nationwide. Support includes administering/resetting VMware passwords for the Scriptmed application, troubleshooting and installing software and updates, migrating mobile devices to Intune, along with migrating assistance to Windows 10 Operating System. Utilized ITSM System for ticket assignment, creation, and resolution.• Create and maintain KBAs (Knowledge-Based Articles) for the various support teams who support employees to resolve common issues• Assist with Executives computer questions and access needed to network drives and printers.• BMC Remedy ticket assignment, creating and resolving within the ITSM system• Execute the Win 7 to Win 10 migration project of over 30,000+ end-users by 2021• Maintain (Roundcube) email systems for password and restarting services that support 10K+ stores• Standardize a resolution for desktop computing equipment and software• Migration from Airwatch to Intune APP on mobile devices to access company E-mails• Administer Scriptmed passwords• Support and maintain VMware connectivity and administrative functions: o System software updates and User experience support o VMware connectivity support• Interface directly with Executive/senior management, staff, and line personnel for problem resolution• Administer with Microsoft Endpoint Configuration Manager to push software installs on PCs Show less

• 

  Optimas Solutions

  Nov 2020 - Aug 2023

  Support and collaborate a global team of 9 onsite/hybrid technicians on business and warehouse applications, print solutions, and desktop requirements. Evaluate and support the team’s daily tasks for excellent customer support for the company.• Provide white-glove service for Execs and other leaders to continue with workflow• Track the lifecycle from a hardware/software purchase and installation to completion• Schedule weekly meetings with vendors on status of orders• Troubleshoot and address incidents to meet the ITIL requirements when working with team daily• Contact the customer to follow up with requests and troubleshoot issue as needed• Manage Incidents to resolve in a timely manner• Create excel reports on status of ticket tracking/resolution• Support after hours daily on alerts and followup with tech confirming resolution• Setup one on one weekly individual meetings with each tech to discuss assigned tickets and projects. Confirm the tech has access and understanding to specific systems, along with training to complete their daily work• Improve the process flow for ticket resolution related to metrics• Schedule 2 factor authentication rollout by department• Lead biweekly meetings with the entire team to coach, problem management, and items resolved• Purchase, organize, and image PC’s, along with setup access for new hire employees in Active Directory and other systems• Review NetSuite accounts to remove newly separated employees• Create forms on the ticket system for management of separated employees to disable accounts and return hardware• Setup Zebra printers for printing barcode labels for a warehouse• Coordinate weekly meetings with Operations discussing planned Scheduled Maintenance Requests• Order new hardware to be available for new hires or replacing old or broken equipment• Assist as a team player to build a Windows 11 image to deploy in early 2024 Show less Leading the North America and Mexico Service Desk to ensure end users are receiving appropriate assistance effectively. Monitoring, tracking, and managing tickets, as well as creating procedures for the Global Service Desk to follow.• Monitor and review weekly performance goals with team• Monitor Meraki’s on the dashboard for site outages• Troubleshoot and repair hardware, including Executive printers and other peripherals• Manage tickets with the team to resolve tickets as soon as possible• Write technical configuration documents for the team to reference • Setup weekly meetings to discuss issues, tickets, and outages• Administor the Win 7 to Win 10 migration rollout of over 2000+ employees by end of 2021 Show less

  • Global Service Desk Manager

    Apr 2021 - Aug 2023

  • Service Desk Team Lead

    Nov 2020 - Apr 2021
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  Advanced Business Networks, Inc

  Jan 2024 - Nov 2024

  IT Service/Project Manager

  Managed the service operations and projects for diverse clientele in the IT consulting industry, ensured seamless communication, efficient ticket resolution, and proactive project management. Involved in defining the role in a small business environment, working directly with the founders/leaders to influence key decisions, and contribute to the growth and stability.•Serve as the primary point of contact for a team of 10 technicians with requests from customers to complete projects, phone calls, and tickets•Troubleshoot ideas to teach the technicians on ways to think outside the box•Streamline vendor purchase processes •Lead and schedule 2 factor authentication rollout by department•Triage requests, assess urgency, and redirect or assign to the appropriate resource within the team•Allocate KnowBe4 security training to team members and external customers•Schedule a service from customer request with a technician to complete the request•Manage the entire lifecycle of service requests from initiation to resolution•Research an MSP system for managing a ticketing system•Produce documentation to help the technicians follow steps to complete a task•Identify opportunities to improve the process and workflow for projects and requests assigned Show less