Operate out of a Jira queue to support end users with advanced Jira workflow tasks and extend the basic functionality of Jira through groovy scripts. Troubleshoot authentication issues that require executing PowerShell scripts through command line. Basic access management for Git, SonarQube and Fortify.•Promoted to technical lead within 5 months of hire due to ability to absorb and share knowledge.•Using groovy scripts, streamlined automated approval process in Jira that would normally require purchasing a license.•Produced half of team’s tier 1,2, and 3 guides covering roughly 50% of team’s scope. Turned tasks that would normally take newcomers hours of research into minutes.•Implemented tier structured queue, defined queue manager function, and utilized labels to identify where tickets should be routed. This resulted in tickets being seen by the proper teams and no longer idling in the queue for months, thus contributing to improved customer satisfaction.

• Commended for creating clear documentation for employee onboarding, standard device setup, and VPN installation in ITGlue.• Took on responsibility of managing, configuring and deploying Invarosoft to streamline IT service management.• Assisted engineer with replacing APC UPS and installing Ubiquiti access point.• Resolved 4 network outages by walking end users through the process of troubleshooting network connectivity. Confirmed scope of outage by attempting to connect to firewall through remote management tool Automate. Utilized information provided by ipconfig such as DHCP or APIPA provisioned IP addresses. Carefully guided end user through power cycling modem, router, firewall and switch while reaching out to ISP if required.

• Successfully coordinated and created a marketing strategy plan involving social media, flyers, and quick response codes leading to our school blog. Over a period of 3 months this resulted in 12 students signing up for our school and over 30 parent inquiries.• Filled the role of a help desk technician by troubleshooting, maintaining and repairing fellow staff computers, thus saving the school 28,880 per annum hiring a technician.• Integrated touchscreen tv as instructional technology that improved overall student focus and engagement in the classroom.

• Furthered team’s success as the best of 4 campuses in ticket resolution by maintaining the most resolved tickets for 3 consecutive months.• Provided effective one-on-one end user problem resolution/escalation over the phone for 3000 end users spanning 4 campuses.