Kelsey Yee Email & Phone Number

Menlo Park, California, United States

Employee Support: Delivered remote and onsite IT support to 4,000+ employees, including Founders, Executives (VPs, COs, Directors), and Individual Contributors, via JIRA, Slack, and in-person interactions.Technical Expertise:- Daily troubleshooting of Apple MacBook Pros, iOS devices, laptops, phones, and printers.- Administered GSuite, Okta, Slack, and Zoom in an enterprise environment.- Supported video conferencing tools (Zoom, Google Meet) and assisted the AV team during company-wide meetings (e.g., all-hands events, board of directors, earnings call).- Managed mobile device deployments using Apple Business Management, ZeroTouch, and WorkspaceOne.Process Improvement:- Enhanced onboarding workflows for new hires, including training and device/account setup.- Created/updated IT documentation (How-To guides in Coda/Confluence) for end-users and new team members.- Led IT storage room revamp across multiple locations.Leadership & Training:- Trained new IT team members (full-time, contractors, and interns) on ticket management and troubleshooting.- Served as IT spokesperson during new hire orientations.Operational Efficiency: Managed 100+ tickets weekly while maintaining strong attention to detail and adapting quickly in a fast-paced environment.Field Tech: Provided onsite IT support across Menlo Park, Denver, and Seattle offices.

San Francisco, California

Employee Support: Provided IT support to 400+ employees through Freshservice, JIRA, Slack, and in-person interactions, resolving Mac laptop, monitor, and software issues.Technical Expertise:- Administered GSuite, Okta, TalkDesk, Zendesk, and MaestroQA accounts.- Provisioned MacBook Pro laptops for new hires, replacements, and onboarding.- Assembled and deployed Google Meet Kits for conference rooms.- Supported AV operations, including all-hands meetings as a camera operator and lead for event operations.Process Improvement:- Created and updated Confluence “How-To” guides and Runbooks to train IT teammates.- Developed policies to streamline IT workflows, onboarding, and offboarding processes.- Improved asset and inventory management processes, organizing the IDF storage room and managing laptop lifecycle operations.Leadership & Training:- Trained new IT team members on ticket management, onboarding tasks, and troubleshooting workflows.- Served as IT spokesperson during new hire orientations, ensuring seamless setup of accounts, laptops, and onboarding requests.Operational Efficiency: Managed and delegated 100+ tickets weekly to meet SLAs, demonstrating strong organizational skills and attention to detail.Field Tech: Provided onsite IT support across San Francisco and Denver office locations.Software Support: Managed access for platforms including JetBrains, Office365, LucidChart, Adobe, Expensify, and Slack.

Menlo Park, California

Device Provisioning: Imaged and provisioned Macs and PCs for 200+ new hires weekly, including FTEs, interns, and contingent workers, both onsite (Menlo Park) and remotely.Workflow Management: Led the new hire imaging process, improving workflows for device deployments, upgrades, and replacements.Collaboration: Partnered with imaging technicians and logistics teams (Telco, Outbound, Helpdesk, CPE, etc.) to optimize onboarding processes.Technical Troubleshooting: Resolved provisioning and network certificate issues for Macs and PCs using Terminal and Command Prompt.New Hire Orientation (NHO): Provided face-to-face IT support during NHO, assisting with device and phone setups.Tools & Systems: Utilized internal ticketing tools (Tasks and Toolbox), DUO security, and Active Directory for provisioning tasks.Hardware Expertise: Detected and troubleshoot hardware issues for Mac devices (2015+) and PCs (Yoga series, T450s+, and Carbon 3).

IT Helpdesk:Device Management: Handled imaging and provisioning of MacBook Pros/Airs for new hires and upgrades; managed asset inventory, including laptops, accessories, and cables.Hardware Lifecycle: Supported liquidation of outdated hardware and facilitated offboarding by wiping, holding, and preparing devices for reuse.Technical Support: Troubleshoot hardware/software issues across laptops, phones, and printers for 1,000+ employees.Event & AV Support: Assisted with filming, live broadcasting, video editing, and distribution for company-wide events.Inventory Operations: Unboxed, organized, and distributed laptops/accessories company-wide (onsite and remote) via ServiceDesk tickets and walk-ups.Security & Logistics: Used DUO for VPN/two-factor authentication support and managed asset shipping/receiving to other office locations.

Redwood City, Ca

Assist in the preparation and ongoing maintenance of process documentation (policies, procedures, narratives, control matrices)Business Continuity:- Data analysis, data entry, and record validations (data reconciliations, clean-up)- Developed self-learning user documentation- Experienced in Business Continuity tools: Fusion Framework, xMatters- Validated employee training materials- Researched and inventoried emergency supplies for the Emergency Management TeamSecurity:- Validating badging informationCompliance:- Responsible for entering Metadata

Los Altos, Ca

- Provide data center support at Box's headquarters- Documented and maintain corporate data center equipment for capacity management and migration decisions- Gained lower-level knowledge surrounding network hardware and configurations- Worked with Cisco 2950 and Cisco 4948

American High School's Historian (2011 - 2013): - Photographed American High School's 2013 Homecoming Court - Photographed American High’s Track, Swimming, Baseball, and Basketball JV and Varsity Teams - Photographed headshots for the cast of "Almost Maine" play - Photographed "Almost Maine" play- Created American High School's 2014-2015 agenda cover- Photographed for American High’s yearbook from 2011-2013

Bachelor Of Arts - Ba

Associate Of Arts

Associate Of Arts (A.A.)