● Working fully remote to support users at 5 locations spanning from Oregon to Alaska.● Handling onboarding and offboarding tickets, along with account changes in AD.● Adding users to requested distribution lists and groups handled by AD and OWA (Exchange).● Coordinating efforts with local team (hardware deployments/issues, gate access, MFA devices)● Assisting users of varying skill levels from entry to expert across a range of different roles in numerousenvironments.● Abiding by strict ITAR and Military security regulations at all times.

● Managing Users in Okta from password resets to software access permissions. ● Onboarding all new employees in software, delegating access to building, and vital systems. ● Overseeing ticketing system, along with triaging bugs to in-house development team. ● Handling large scale projects (dash-cam installation of over 150 vehicles, efficiency workshops dealing with large hiring influx, and heading white-noise machine deployment for talk floor). ● Monthly audits of over 1500 deployed devices, Okta accounts, and redundancy measures in case of system or power failure. ● Always strategizing with tight-knit team to lean our workflow and processes to maximize efficiency.

● Managing IT deployments including workstations, networking equipment, and peripherals.● Upgrading hardware - RAM, GPUs, CPUs, preconfiguration, etc.● Providing Help Desk support over the phone, remote and in-person for Office Staff.● Developing new strategies for IT deployments. Thin Clients / Zero Clients.● Breakdown and proper disposal of outdated machines / E-Waste● Ensuring incoming tickets are taken care of and dialogue is open between both Office Staff, ITSupport, and Corporate employees for maximum visibility.● Training with management to learn new skills (Installing freeBSD on NAS, different networkingprocedures, security measures, database management, IP addressing, computing fundamentals, etc)

• Handle nationwide deployment and installation of blood testingperipheral software for all Banfield hospitals• Work on three-man support team to ensure installations go asplanned, and if not, resolve issues with on-site Field ServiceRepresentative (FSR)• Track and document all deployment concerns in detail for easyunderstanding while also reporting directly to ProjectManagement Personnel• Pre-configure all network hardware, from basic switch (Cisco)configuration to contacting low-voltage cabling technicians toensure all prerequisite networking is complete before installationbegins• Handle administrative side of deployment, including fieldcommunications with hospital staff, contacting the FSR forinsight on any predefined issues, and follow up support with thehospitals if issues are not resolved during installation• Develop effective process for all manner of issues – documentingcause and method of resolution to speed up future supportprocess with little oversight• Balance large workload with time management andorganizational skills to ensure all administrative tasks andcommunications are executed prior to installation window

- Hired for three month contract to update article system (Consona) to more accessible software (Knova).- Ensuring system wide stability among company and franchise offices of HR Block.- Providing quality assurance to field technicians over the phone during server installation.- Overseeing compatibility testing with ticketing system (Dovetail) during implementation .- Reporting all issues to superior positions and documenting any issues to Tier 3 Help Desk agents..

- Resolving complex TCP/IP issues, from DNS flush to Intranet support.- Providing immediate feedback to VPN issues ranging from password resets, to lease provision.- Meeting metrics and following up with client’s tickets.- Mastering ticketing system, internal communications software, and any other imperative software required forefficiency.- Providing clients with friendly interface to ensure peace of mind and convey willingness to find resolution for theirissues.

­ Receiving inbound calls ranging from simple sales to information and customer service.­ Informing customer of position and assuring serviceability.­ Mastering systems within three weeks of training, and memorizing prices and practices of companies andservices.­ Ensuring quality interaction with customer over the phone from greeting to close.­ Following all quality standards and legal practice when dealing with sensitive customer information.

­ Evaluated software producs in development using scrum methodology to ensure maximum efficiency whenhandling and inspecting employers program and/or project.­ Familiarizing myself with Remote Access programs such as LogMeIn and RealVNC to assist developers infurther understanding of any issue within their system.­ Completing all assignments in a timely manner, detailing any errors with a lengthy report on discovery andsuggested repair of issue. Frequently working 12­14 hours a day until issue could be deduced, recreatedand resolved.­ Working in modules and following explicit directions on how to properly test each area of softwareproducts.­ Providing reports to clients in a clear and effective manner to ensure proper communication between allparties involved in quality assurance department/development teams.

­ Ascertaining information for scheduled acts, and media events at establishment.­ Explaining to employees how to properly use calendar systems and troubleshooting any issues withinpoint­of­sales interface/internal financial documentation software.­ Directed all IT support and maintenance including download and installation of required programs,troubleshooting issues ranging from driver update to corrupt registry repair.­ Dealing with any and all TCP/IP network issues that could possibly arise between the restaurant andentertainment office, as the two were dependent on constant synchronization.­ Calling clients and promoters for the scheduling of entertainment, along with adjusting variables accordingto stipulations placed by client.