Working cross-functionally across Zoom's product and Engineering teams to ensure Support is represented in new and upcoming changes and product roll-outs. This has contributed directly to decreased customer tickets and faster resolution to customer inquiries and concerns.Additional tasks include:- White glove escalation support- Training and standards delivery for SSO/SCIM, API, and Integrations- Continued development of the SSO/SCIM, API, and Integrations product areas of our internal knowledgebase- Process development- Knowledgebase documentation vetting and coachingSpecial projects have included:- Reorganizing content delivery to improve communications efficiency- Working with Enablement and Readiness to document changes for our internal teams- Assisting the Work Force Management team in covering holidays- Contributing to planning and delivery of the our Cybersecurity Awareness Month programSubject Matter Expert for identity access management with SSO & SCIM, API and IntegrationsSecurity Awareness AmbassadorKnowledgebase Contributor and Coach

Delivering quality support as a Tier II Technical Support Engineer. Focused in security solutions and SAML integrations. Additional tasks include:- Contributing to planning and delivery of the our Cybersecurity Awareness Month program- Participating as a member of our internal KCS mentorship team to deliver training and standards- Working with Enablement and Readiness to document changes for our internal teams and reorganize content delivery to improve efficiency.- Assisting the Work Force Management team in covering holidaysSubject Matter Expert for identity access management with SSO/SAML & SCIM.Security Awareness Ambassador

SelfDesign is a Distributed Learning Center based in Vancouver, BC. They provide education for grades K-12.As a Community Support & Help Desk Specialist, I was responsible for monitoring and responding to incoming support requests and forum queries, providing technical/systems orientations and training, and the creation of tutorials for both our educators and families.I was additionally responsible for planning, design, and implementation of the company wide privacy and security training.

Gwinnett Technical College is part of the Technical College System of Georgia.As a Federal Work Study student, I was brought in to assist the Networking Specialist Programming Director of the Computer Sciences Division. I also assist the Cybersecurity Specialist Programming Director of the Computer Sciences Division.

Logic Computer Services is a managed IT services providor located in Vancouver, BC.As the client solutions coordinator, I was responsible for monitoring, creation of tickets, dispatching of work to technicians, identifying trends and patterns with support calls for companies, and coordinating support with vendors and partners. I was additionally responsible for being fully familiar with the ConnectWise ticketing system, providing training, and developing proposals for more fully utilizing the tools that are a part of the ConnectWise software package in order to increase efficiency and productivity.

Basic IT Solutions is a managed computer services provider located in Surrey, British Columbia, providing managed anti virus, remote backup, and computer support for medium to large businesses.I was brought over with the acquisition of Sandermax by Basic IT Solutions to assist with the transition of Sandermax customers and systems to Basic IT Solutions.

Sandermax Systems Ltd. is a managed services provider located in Langely, British Columbia. They provide managed computer services to both home and corporate users. Services include managed anti-virus, backup, monitoring and repair.As a senior technician at Sandermax, I handled anything from a simple computer installation and setup, to a complete network infrastructure overhaul while providing quality customer service.

MHRE provides a contact management solution for real estate agents in North America with a 20 user setting. It is a Microsoft Server 2003 environment with three MSSQL servers, one Exchange server, one Sharepoint server, six ISS servers, three asterisk servers, two terminal servers, three freeNAS servers, one virtual server, and approximately 20 XP Pro clients.As a systems administrator at MHRE, I have done network administration, server and laptop deployment and maintenance, Sharepoint development and deployment, employee training, and on-going technical and desktop support on an as-needed basis. All of this was accomplished with a zero budget.

Multivan Broadcasting is a television station with a hundred user environment on a Microsoft Server 2000 network with XP Pro clients which has called me in for virus removal and deployment of Trend Micro anti-virus upgrades and reconfiguration of each client for remote desktop connection, deactivation of power save modes, and ensuring continued connection to the Trend Micro anti-virus server. Following the removal of viruses from the network, those computers which could not be saved were re-imaged and re-deployed out to the users. Training was provided to in-house IT personnel to educate them in the use of tools to prevent future virus problems. User support was also given as-needed to employees to allow continued support for day-to-day issues to remain ongoing during the emergency.

Concept Paper is a national paper distribution company with a twenty user setting. It is a Windows 2003 server environment with one MSSQL server, 2 Windows 2003 web servers, a Citrix Server, and twenty XP Pro client machines. At Concept Paper I have done network administration, laptop and desktop deployment, employee computer training, and on-going technical support on an as-needed basis.

NCO is a national call center providing helpdesk support for multiple companies such as Microsoft Xbox, Microsoft Adcenter, and Nextel. As a Distributor in Microsoft Adcenter, I received appeals from advertisers and assigned them to any of five PRAs who oversaw 40 agents. I also did trouble-shooting and analysis when agents needed assistance with their computers in relation to the websites they were reviewing.