• Administered Okta for 300 employees and a dozen service accounts• Worked within Azure environment with 15,000 employees and 20,000 devices• Maintained RBAC system, with onboarding, offboarding and department changes for employees• Provisioned access to apps through Okta utilizing permission procedure and documentation for future audits• Established integrations and trust certificates between existing apps and Okta instance• Created integration for commercial apps and those created in-house, including testing and production instances• Administered Jira, including access, forms, automation and project management• Created detailed documentation for technical processes and procedures for both technicians and end users• Oversaw physical asset management and inventory, including ordering and provisioning• Supervised new employee onboarding, orientation and account setup• Managed email, shared inboxes, distribution lists and forwarding within Google Workspace and Microsoft Exchange• Managed ticketing system, providing extensive troubleshooting to clients in both Mac and Windows environments

• Administered Office 365 for 300 employees and troubleshot related issues• Handled Group Policy Objects for wide range of workstation purposes, from security PCs through end user devices• Maintained Active Directory for users, workstations and servers, ensuring proper creation, allocation and retirement• Supervised patch management for over 400 workstations and monitored patch reports for discrepancies• Managed Okta instance for over 300 users, administering applications and preserving password security• Provide IT security and best-practice training for all employees, specializing in phishing awareness• Create policies for company-wide naming convention and digital signage management• Designed and implemented procedures for remote access of devices and tracking of asset management• Deployed and maintained remote monitoring and management tool (NinjaRMM)• Resolved helpdesk tickets for over 500 employees, twice becoming top technician in terms of number of resolutions, response time and employee satisfaction (Freshservice)

• Maintained database integrity across 30+ point-of-sale terminals and computers, as well as troubleshooting hardware, peripherals, network connections and external software.• Improved in-house customer service by streamlining ticketing system and prioritizing interdepartmental communication, resulting in quicker fixes and fewer repeat issues.• Received Employee of the Month award for exceptional customer service, both in-house, to fellow coworkers, and to customers.

• Assisted clients in troubleshooting both hardware and software issues over the phone and via remote access and screensharing, becoming the go-to technician for remote problem solving due to patience and persistence.• Designed and implemented both physical and virtual ticketing system for tracking projects and keeping clients informed, which boosted existing client retention and generated new referrals.

• Provided exceptional customer service, on-the-spot problem solving and a multitude of ideas for business improvements, resulting in promotion to manager in 3 months.

• Spearheaded the creation of a WiFi hotspot map for the University of Oregon campus, allowing more effective internet access point setup across campus.