• Modernized IT asset management for Mac and Windows devices, ensuring accuracy and cost efficiency.• Administered critical IT systems (Jamf, Hexnode, ManageEngine, Crowdstrike) to enhance reliability and security.• Led IT onboarding/offboarding processes, including application access and equipment setup.• Created and managed the IT Support Slack channel, streamlining support requests and escalations.• Conducted company-wide phishing campaigns to bolster security awareness.• Collaborated with the Sustainability Committee to maintain Sezzle’s B-Corp status.• Mentored new team members, fostering a collaborative and high-performing team.

• Administered Mac and Windows systems using tools like Jamf and Hexnode.• Managed user access, SSO/IAM configurations, and Google Workspace administration.• Delivered IT support and ran orientations, ensuring smooth onboarding for new hires.• Rotated as primary IT contact, resolving service desk tickets and escalating issues as needed.• Developed and maintained IT documentation, improving process clarity and team efficiency.• Supported sustainability initiatives as an active member of the Sustainability Committee.

-Laptop and mobile device management/administration via Addigy for MacBook and iOS devices, and ManageEngine for Windows computers and Android devices-Evaluating 3rd party software that can be introduced into the organization to help boost productivity and security. -IT Site Lead for my location, which means I ensure anything IT related is taken care of.-Onboarding employees, including systems/applications access, orientations, equipment setups, etc.-Offboarding employees, including terminating systems/applications access, retrieving equipment, remotely locking devices, etc.-Asset management using a global, centralized asset database which ensures equipment and software is appropriately assigned to users, has updated inventory management, and provides cost reporting.-IT documentation of knowledge base articles, self help guides, process & workflow, and metrics & auditing.-Responding to incoming ITSD tickets in Jira in a timely manner, working the issue from inception to completion.

• Monitors and resolves requests and incidents from the internal tracking system.• Images necessary laptops/desktops based on process.• Installs and configures appropriate software as well as collaborate with packaging team for automation.• Documents software needs by team to provide needs proactively.• Setups, configures, troubleshoots print devices.• Troubleshoots and diagnoses problems relating to workstations, network availability, and application availability.• Ensures appropriate security controls are in place on the workstation and work with Vulnerability team to remediate.• Identifies issues and finds ways to resolve them from the enterprise level.

Recommends complete service solutions based on client and technology needs.• Collaborates and communicates with team and IT management as needed.• Documents all client interactions, solutions, and recommendations in ticketing, or CRM system.• Coordinates and troubleshoots networking issues. Cabling and switch management.• Undertakes professional development activities to maintain a high level of expertise in emerging technologies.• Provides high level of support to all SportsEngine employees, remote and onsite.• Onboard and Off-boards new employees. Runs new-hire orientations.• Helps to manage interns, contractors, group projects.• Setup, installs, and deploys network printers.• Manages Active Directory and group policies for SportsEngine’s Organizational Unit.• Answers and resolves tickets quickly in a fast paced environment.

Collaborate with desktop support team and college IT leadership team to plan methods and systems of support:• Collaborate with local unit administrators and users to understand local support requirements, loads and issues.• Communicate with college IT leadership.• Communicate with users and departmental administrators.• Understand, promote, and implement college standards for hardware and software.Perform end-user computer support:• Take ownership of technical support services for local unit; follow up and communicate about in-process support issues.• Propose solutions to questions/problems; collaborate with other IT groups for solutions.• Support Windows XP, 7, and 10 and most Apple devices and software.Install and configure computer hardware and software:• Oversee setup and maintenance of computer equipment. -Configure workstations and peripherals for use on the college network in collaboration with other team members and members of college IT support teams. -Install and configure specialized hardware and software specific to local units and/or specific users. -Insure inventories of technology resources are maintained using online inventory system.• Participate in research and implementation of new technology solutions and encourage early adoption for users.Provide informal training to computer users.Undertake professional development activities to maintain a high level of expertise in emerging technologies. • Maintain ongoing contact with other units within the college and University to keep abreast of new developments in the areas of user services and desktop support.• Research and keep current with new hardware and software tools and methods. • Attend meetings with users, colleagues, and IT leadership.Represent the college by participating on user support-related committees and groups at the college and University.Keep current with college and University of Minnesota policies and guidelines.

I fixed scales at different retail locations across the Twin Cities into SD.

Onsite supportCustomer Care -Answered phones and handled interested parties that were bringing in or dropping off computers. Kept the office clean and organized, and maintained a professional appearance.Workstation installation–Configured and installed laptops and desktops, and networked workstations.Data Entry and Migration–Facilitated transfer of data from old to new PC’s. PC Troubleshooting –Performed diagnostic work on PCs to fix installation issues, conducted hardware/software setup, and handled any network connection complications that arose. Support Windows XP, 7, and 10 and most Apple devices and software.Providing remote tech support- for hardware (printers, desktop, laptop, drivers, monitors, and MHDs) & software (internally developed apps, productivity, computer OS systems, internet apps, and various drivers). Testing of new or upgraded PC software & hardware– When requested, performing diagnostic and analytical testing of beta software and hardware before it goes public. Mobile phone setup – Helped configure Apple and Android phones with the University email.Documentation – Documented everything done on the call in the tickets. If it’s not in the ticket it didn’t happen!

Customer Care -Answered phones and handled interested parties that were bringing in or dropping off computers. Kept the office clean and organized, and maintained a professional appearance.Data Entry and Migration–Facilitated transfer of data from old to new PC’s. PC Troubleshooting –Performed diagnostic work on PCs to fix installation issues, conducted hardware/software setup, and handled any network connection complications that arose. Support Windows XP, 7, and 10 and most Apple devices and software.Providing remote tech support- for hardware (printers, desktop, laptop, drivers, monitors, and MHDs) & software (internally developed apps, productivity, computer OS systems, internet apps, and various drivers).Testing of new or upgraded PC software & hardware– When requested, performing diagnostic and analytical testing of beta software and hardware before it goes public. Mobile phone setup – Helped configure Apple and Android phones with the University email.Documentation – Documented everything done on the call in the tickets. If it’s not in the ticket it didn’t happen!

Customer Care -Answered phones and handled interested parties that were bringing in or dropping off computers. Kept the office clean and organized, and maintained a professional appearance.Workstation installation–Configured and installed laptops and desktops, and networked workstations.Data Entry and Migration–Facilitated transfer of data from old to new PC’s. PC Troubleshooting –Performed diagnostic work on PCs to fix installation issues, conducted hardware/software setup, and handled any network connection complications that arose. Support Windows XP, 7, and 10 and most Apple devices and software.Providing remote tech support- for hardware (printers, desktop, laptop, drivers, monitors, and MHDs) & software (internally developed apps, productivity, computer OS systems, internet apps, and various drivers).Testing of new or upgraded PC software & hardware– When requested, performing diagnostic and analytical testing of beta software and hardware before it goes public. Mobile phone setup – Helped configure Apple and Android phones with the University email.Documentation – Documented everything done on the call in the tickets. If it’s not in the ticket it didn’t happen!

Interdepartmental Communications –Maximizing company efficiency by escalating complex tech issues to the appropriate specialized tech departments.IT Support Center phone call Operator–Greeting customers professionally with warm and friendly service, ensuring our clients get the appropriate expertise to solve their problem in a timely manner. Troubleshooting & Analyzing– Determining effective resolutions to computer system errors of moderate to difficult scope, where analysis of situations or data require an in-depth evaluation.Providing remote tech support- for hardware (printers, desktop, laptop, drivers, monitors, and MHDs) & software (internally developed apps, productivity, computer OS systems, internet apps, and various drivers).Recommending current supported software apps & hardware– Determining the appropriate solution to best meet client’s goals and initiatives. Constant product knowledge development – In depth research on newly purchased & existing desktop software, hardware, & systems to be able to provide the customer with the most up-to-date information.Testing of new or upgraded PC software & hardware– When requested, performing diagnostic and analytical testing of beta software and hardware before it goes public. Handling international webdesk tickets-Monitor a group email for international clients who have technical issues.Bold Chat- Same duties as over the phone support.Documentation – Documented everything done on the call in the tickets. If it’s not in the ticket it didn’t happen!

Sorting packages–High-speed handling, with intense attention to detail, when sorting thousands of packages by zip code, city, and state to ensure packages travel to the correct destination.Safety Procedures – Certified annually in OSHA regulated safety procedures in dealing with hazmat spills and prohibited packages. Quality Customer Service – Sorting packages to the correct destination every time to reduce rehandling and misloading, reducing overall costs to the customer and the company. Production Performance – Moving physically and mentally at rigorous speeds to ensure that customer packages do not fall on the floor or get damaged.Team Competition–Participating in friendly competition with other sort isles to create a challenging and fun work atmosphere.Memorization –Certified monthly on sort aisle certification tests that are updated constantly. Memorizing thousands of zip codes, state and city destinations to ensure quality service to the customer.

PC diagnostics and repair – Repaired computer software and hardware, as well as networking issues.Handled remote and on-site appointments – Conducted remote and on-site tech support appointments, helping customers find the solution to their dilemma. LogMeIn Remote Support – With the use of LogMeIn Remote Support, customers who are computer illiterate or with overly complex problems were able to watch me fix their problem, creating an effective learning environment.Call Center Support– Answered phones politely and ascertained the best solution for each specific client query.Troubleshooting –Helped customers diagnose the precise problem that was giving them trouble, and educating them on how to avoid this in the future.