As an Enterprise Support Tech, my goal is to unblock Facebook employees and ensure they are productive and successful. I currently spend 60% of my time working with my org, Enterprise Engineering, where I work on projects to improve our support model and automate various processes where needed. The other 40% of the time is spent with the Client Platform DevOps team working on various projects with them to improve the user experience for our different client OS platforms. Key Accomplishments: • Build relationships with several teams including Client Platform Engineering, IT Logistics, BizApps, and CorpSec in order to collaborate on a project to improve the support experience around deploying macOS machine at Facebook.• Major contributor to the deployment of a Self Service web portal which served as an entry point for our IT service. This portal provides documentation and access to internal tools for employees to unblock & educate themselves.• Contributed to a Python-based project to accomplish full spectrum automation for software deployments on our macOS fleet. • Lead a project to identify and remediate unencrypted clients on our macOS fleet. • Developed and delivered technical training materials to new members of my team.

Part of a team that aims to provide support that will keep Googlers productive with world-leading technology. I support several platforms including Linux, OS X, Windows, ChromeOS, and Android. Additionally support many of Google’s internal tools and systems. This includes support for BeyondCorp technologies, two-factor authentication, Wired & Wireless 802.1x, as well as binary whitelisting agents on OS X & Windows clients. Key Accomplishments:• Worked with a Windows Sysadmin team on a project to streamline and improve security for the Windows Server build and imaging process. • Assisted in creating new internal specific network and internal LDAP training content as well as conducting training sessions for new employees in the resident program. • Mentored new employees to get comfortable with our support tools as well as Google’s internal tools and resources. • Worked with an engineering team to test and provide feedback for a new release of a chat support tool that our support organization used.• Worked on a team that supported a video-conferencing fleet of over 15,000 units.

My responsibilities included supporting networks, servers, and client machines in an Active Directory environment. I managed over 20 servers and applications as well as independently provide end user support for almost 200 users in various branch locations including Minnesota, Michigan, Tennessee, and various remote workers. My support included extensively using Active Directory and SCCM as well as working with corporate teams to resolves issues related to Exchange and VoIP. I also coordinated/worked with Verizon to install new/upgraded MPLS circuits.Key Accomplishments:• Migrated OS platforms while being under a deadline and following a budget. • Lead in the development and process of office network and VoIP implementations. • Monitored servers and client devices and acted on security holes applying the necessary configurations/security updates.• Lead an Office 2013 pilot and later performed an Office 2013 upgrade for several branch offices. Specialties: Network Design, Network Security, Cisco VoIP, Linux, Virtualization, Microsoft Operating Systems, Wireless Networking, Cisco Technologies, Cisco Routers, MS Office Proficiency, Data Entry, IPv6, Computer Hardware Installation, Windows 7, Windows Server, Microsoft Office, MS Word, MS Excel, PC Building, Entrepreneurship, Art Direction, Troubleshooting, Remote Troubleshooting, Microsoft Excel, Cisco Switches, VPN, Cisco Nexus, Windows 8, Time Management, Documentation, Issue Resolution, Organization, Team Player, Integrity, Leadership.

Assisted Travelers' employees from all over the world with various IT issues/requests. Support ranged from VPN and Outlook/Exchange to using SCCM to manage software package distribution. Also worked with many Travelers home grown applications that were specifically created for employees working in the Claims dept.Key Accomplishments:• Worked in an IT department that supported over 80,000 devices company wide• Averaged over 400 technical phone calls per month assisting users.• Independently resolved an average of 60% of all the incidents that I opened.• Cross trained with the email team/application developers to help assist with the roll-out of company-issued iPhones to all employees working in the Claims Department nationwide. • Worked with techs in different offices across the country to help migrate the entire company from Windows XP to Windows 7.Specialties: Network Design, Network Security, Cisco VoIP, Linux, Virtualization, Microsoft Operating Systems, Wireless Networking, Cisco Technologies, Cisco Routers, MS Office Proficiency, Data Entry, IPv6, Computer Hardware Installation, Windows 7, Windows Server, Microsoft Office, MS Word, MS Excel, PC Building, Entrepreneurship, Art Direction, Troubleshooting, Remote Troubleshooting, Microsoft Excel, Cisco Switches, VPN, Cisco Nexus, Windows 8, Time Management, Documentation, Issue Resolution, Organization, Team Player, Integrity, Leadership.

Student employee for Inver Hills Community College IT help desk. Assisted faculty and staff with technical issues as well as escalating level 3 related IT issues/requests.Key Accomplishments:• Worked for a helpdesk that supported technology resources and equipment for a student body of over 5,000 students and a faculty and staff of over 400. • Assisted in moving an entire server room from one campus building to another building by properly powering down equipment and making sure campus essential services and resources had the maximum amount of uptime during this process. • Worked with Level 3 technicians to learn about Active Directory Infrastructure, SCCM, and campus IT Security Infrastructure.Specialties: Network Design, Network Security, Cisco VoIP, Linux, Virtualization, Microsoft Operating Systems, Wireless Networking, Cisco Technologies, Cisco Routers, MS Office Proficiency, Data Entry, IPv6, Computer Hardware Installation, Windows 7, Windows Server, Microsoft Office, MS Word, MS Excel, PC Building, Entrepreneurship, Art Direction, Troubleshooting, Remote Troubleshooting, Microsoft Excel, Cisco Switches, VPN, Cisco Nexus, Windows 8, Time Management, Documentation, Issue Resolution, Organization, Team Player, Integrity, Leadership.