Elizabeth Alfond

Elizabeth Alfond is a customer-centric IT professional with extensive experience in design, implementation, and management of Life Cycle Management Solutions. She seeks an opportunity to help organizations maximize performance by simplifying business processes and procedures.

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Elizabeth Alfond was born and raised in Wakefield, MA.  She graduated from Wakefield High School then moved to Davie, FL to pursue a Bachelor of Science degree in Psychology at Nova University.  Having found computers far more easier to fix than people, she began her career with ON Technology, which was evenutally aquired by Symantec.  Elizabeth also went back to college and earned a Bachelor of Arts in Business Management/MIS.

Volunteer Altiris Consultant at Family Services Center

2009 - 2010

Assisted IT Department with Altiris Deployment Server to provide the ability to automate XP Embedded operating system builds and software deployments. Performance Highlights: Developed project plan based on FSC's priorities and time constraints. Engineered automated build for XP Embedded clients for distribution through Altiris Deployment Server. Developed script for deployment of the business critical Jetro virtualization portal. Upgraded Altiris Server and agents with latest revisions with 100% success. Deployed Jetro virtualization portal script with 100% success. Assisted with security evaluation and automation of patch deployment.

Principal Solutions Specialist at Symantec

January 2002 - January 2008

Automated IT processes in enterprise environments such as Home Depot, TJX Companies, Air Force, Office of Naval Intelligence, and Staples through the implementation of Altiris/Livestate Client Management Suites of products. Performance Highlights: 2005 Consultant of the Year award Designed, managed, and executed implementations of lifecycle management suites Planned and managed complex migrations of enterprise-wide system management suites Identified business pain points and matched appropriate solutions for project scope definition. Automated business critical installations of operating systems, software, hot fixes, and patches Designed detailed documentation on architecture and functionality of implementations. Trained end users on system management solutions. Collaborated with Symantec Professional Services Team to set implementation best practices. Cultivated relationships with Symantec development and support team to ensure prompt customer issue resolutions.

Manager of Technical Support at ON Technology

January 2000 - January 2002

Ensured superior technical support was provided to clients and service level agreements were met Performance Highlights Managed a team of technical support engineers. Provided first and second level support for iCommand CCM solution suite. Established and communicated escalation process for customer issues; conducted weekly meetings to ensure team was quickly and effectively addressing customer needs. Decreased issue resolution time by forty percent. Tracked and monitored open support issues. Provided advanced installation scripting for operating system and software packages. Performed advanced network troubleshooting and posted technical documentation for online knowledge base. Served as senior member of the Software Bug Resolution Committee. Recognized as a customer advocate.

Manager of Technical Support at ON Technology

January 2000 - January 2002

Ensured superior technical support was provided to clients and service level agreements were met Performance Highlights: 2001 Spot Award for assisting Pfizer and Staples with implementations of CCM while maintaining 24 hour support role. Managed a team of three technical support engineers. Provided first and second level support for iCommand CCM Client Management Suite. Established and communicated escalation process for customer issues; conducted weekly meetings to ensure team was quickly and effectively addressing customer needs. Decreased issue resolution time by 40%. Tracked and monitored open support issues. Provided advanced installation scripting for operating system and software packages. Performed advanced network troubleshooting and posted technical documentation for online knowledge base. Served as senior member of the Software Bug Resolution Committee. Recognized as a customer advocate.

Network Administrator at Tufts-New England Medical Center

1996 - 2000

Converted Banyan Vines network to Windows NT with responsibilities including server/client configuration. Managed B.E.S.T. NT WAN/LAN. Designed, implemented, and maintained security. Developed and employed system training protocol for rapid utilization of new employees. Assisted with redesign of proprietary GUI for database access. Managed data entry team to ensure dictated deadlines were met. Served as liaison between B.E.S.T. and Department of Psychiatry heads at supporting B.E.S.T. hospitals to update on changing policy and procedure.

Advanced Repair/Counter Intelligence Agent at Best Buy

August 2010

Performance Highlights: Provide clients with superb customer service by listening to specific needs and matching with appropriate services and products. Advanced hardware and software troubleshooting of various technologies. Performs upgrades and repairs Tracks daily revenue expectations and strives to go above and beyond. Provides guidance to new precinct employees.

Eckerd College

Bachelor of Arts

Concentration: Business Management, MIS

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