Madeline Robertson Email and Phone Number

● Global office with users in the US, Israel, and Switzerland● Oversaw team of 2 contracted desktop support, 1 internal desktop support, 1 project manager and 1 system administrator● Worked through companies IPO, working with financial, legal, and security teams to prepare various company materials, records, and processes to become ready for public consideration● M&A experience with purchase of Darwin Homes● Strong annual review (can be provided on request)● Headed up a US IT team that consistently maintained over 90% of tickets resolved within SLA● Worked with Follow-The-Sun protocols with a global team resulting in a close to 24-hour support for users● Worked with international finance and legal teams to receive approvals in multiple regions● $287,693 in recorded savings for 2022 via seat count reductions, software consolidations, overtime reductions● Personally provided white glove support for executives

● Global office with users in the US, Colombia, the UK, France, India, and more.● 605 full-time employees.● Managed many cloud systems such as GSuite (Google Workspaces), Okta, Salesforce, and many many more.● Managed and personally installed much equipment as part of move into new 39,547 sq. ft. office space. This included televisions/microphones/cameras/speakers for Zoom Rooms video conferencing, Network including Firewall/Switch/WAPs (with ethernet to conference rooms), AV setup including an auditorium projector and powerful sound system, and more.● Right off the bat managed two offices, across the street from each other, as solo IT staff for most of a “unicorn” startup’s history.● 5/5 average satisfaction in ServiceDesk (can provide screenshot).● Fantastic manager’s review (can provide)● Hired on two additional staff, budgeted for more with time.● Managed entire companies transition to remote during COVID-19 pandemic including deployment of equipment to new hires both domestic and overseas, secure access to resources for remote staff through VPN and other resources, setup of social events for remote culture, and so on. ● Assisted Finance with many projects like swapping all the companies bills off a depreciating single card, helping teams set up request approvals, debates of which team should pay for bills (unrelated to IT), and so on.● Created the security teams ticketed approval process and workflows, as well as regularly presenting to auditors about facts of the companies setup.● Even while taking on bigger projects, always remained accessible to staff for fixes, as evidenced in a very large body of positive reviews (can provide on request)

● Glowing annual review from manager. (Happy to provide on request)● Took over office and event management for a multi-month period when there was a gap in the role after a termination.● Within first 4 months was awarded a 5% bonus and 4 months after that was awarded a 5% raise.● Co-Workers created a fan-site to surprise me with, which can be viewed at: http://will-rocks.glitch.me● Frequently featured as a personality in public-facing events such as the company’s livestreams, public Ableton classes, or multiple tours for schools (photos below).● Learned about Python and APIs in order to code a bot that gathers data about tickets including time-to-close, time-to-respond, volume, top closers, and so on. This was a personal project that I undertook and presented as a surprise (to most) at a quarterly review.● Establishment of a knowledge-base, inventory, office security (both cameras and door locks), ticketing, and other organizational systems.● Centralization of disparate billing and receipt-keeping to one card. Also created documentation for spend per new hire, request forms, and other such processes.● Opening of Los Angeles office with multiple video conferencing set-ups, desk set-ups, internet connectivity, and so on.● Came up with lots of ideas to engage remote employees like game nights, movie nights, streaming-for-fun, and revamp of all video conferencing rooms.

● Concurrently managed New York City (3 separate office locations), San Francisco, Dallas, Minneapolis, and Harborside NJ offices.Direct Reports- Team of 5 techs in main 1285 5th Ave., NYC location- 1 tech in 437 Madison Ave. NYC- Team of 3 techs in Harborside, NJ- 1 manager (I hired) leading 2 techs in Los Angeles- 1 tech in Minneapolis- 1 tech in Dallas- 1 manager (I hired) leading 3 techs in San Francisco● Including the opening of the Harborside office and the relocation of over 150 users to that new site in two stages.● Continued organizing large scale moves for internal floor shifts as well.● Frequent travel between offices.● Hiring of other managers for offices, as well as taking andorganizing reports from those managers.● Ordering for a lease refresh, handling and approving ordisapproving all equipment requests.● Assignment of work through ServiceNow ticketing system.● Orchestrated a change-over from local IT to a outside managedservice provider.● Handling of environment security compliance● Creation and pushing of software packages.● All mobile phone accounts, plans, and equipment.

● Environment with OSX, Windows, and some Linux.● Active Directory administrator.● Casper administrator for North America as well as assisting with SCCM enterprise management.● Sophos Disk and File Encryption administrator for North America.● Executive home visits and white glove service.● iPhones, Android systems, Windows phones, and Blackberries. In addition, enterprise management through MobileIron and Blackberry’s BES.● Limited scripting with AppleScript, Bash, and Python.● Responsible for 11 companies in 5 locations in Manhattan.● SolarWinds and Magic ticketing systems.● Experience troubleshooting many experimental technologies such as an Oculus Rift VR device, 3D printers, and drones.

-Organization and sorting of large inventory.-Assistance with maintenance of all social channels.-Organized moving of large amount of materials and goods from Connecticut to New -York, then to Brooklyn.-Assisted organization of a party held in a downtown venue for internet week to promote the company.