Amanda Toop

Career Summary

IT Service Desk Lead * Computer Support Analyst * Faculty, Staff, and Student IT Support

• Results-oriented Service Desk engineer with a track record of success in managing complex environments and diverse user requirements, now seeking a Service Desk management role to leverage expertise in driving organizational improvement.
• Dedicated to establishing the Service Desk as a respected and valued department within the organization, advocating for its recognition by implementing best practices, fostering positive relationships, and consistently delivering high-quality services.
• Proven ability to excel in high-pressure and dynamic environments, adeptly managing multiple management switchovers, organization-wide operating system upgrades, email migrations, and full building moves. Successfully expanded support portfolio to accommodate approximately 6,000 online students without the need for additional staffing. Demonstrated expertise in maintaining organization, prioritizing tasks, and delegating responsibilities to ensure timely and efficient completion.
• Service-oriented leader focusing on fostering collaboration, supporting growth, and driving team success through teamwork and development of IT Support staff.

Skills

• Hybrid Work Environment
• Leadership and Team Management
• Troubleshooting and Problem Resolution
• Strategic Thinking and Planning
• Collaboration and Stakeholder Management
• Access Control and Security
• Process Improvement
• Training and Development
• Service Desk Operations
• Prioritization and Execution
• Vendor Relations and Procurement

Technical Skills:

• Microsoft Windows, O365/Office 2019, Active Directory Users and Computers, Microsoft Exchange, Sharepoint and basic Azure administration. Currently learning Microsoft Mobile Device Management Intune as part of a personal project to become a certified Endpoint Administrator (MD-102.)
• Basic Mac OS.
• Web design - HTML/CSS/Javascript (basic.)
• Remote Desktop, Zoom, Microsoft Teams, and Teamviewer.

Work Experience

Information Technology Specialist and System Administrator

University of Washington

2008-present.

• IT Service Desk Lead. Oversee Service Desk operations, manage help desk ticketing system, resolve escalated tickets and mentor/train Tier 1 technicians and student workers.
• Work collaboratively to identify and troubleshoot new and ongoing IT issues impacting a hybrid user base of approximately 600 devices, 200 administrative staff, 6,000 students, and 100 instructors across 4 work sites.
• Proactively offer and support services and solutions to meet user needs.
• Maintain access control systems including Microsoft Active Directory, UW Groups, Canvas LMS as well as for subscribed services such as Smartsheet, Jira and Confluence.
• Participate in the creation and evolution of IT strategy, security plan, service catalog, and other high-level IT documentation. Serve as a resource for internal IT projects.
• Purchase departmental software, hardware, and one-off end user equipment. Maintain vendor relations with service providers, get quotes, purchase and renew subscriptions to service.

Honors & Awards

Distinguished Staff Award

Distinguished Staff Award 2013 for implementing a new support ticketing system using Microsoft System Center Service Manager.

Received Distinguished Staff Award in 2006 for exceptional technical and customer service.