Megan Mason (She/They) Email & Phone Number

Auburn, WA, US

Seattle, Washington, United States

• Support the duties of the Office of the CIO related to countywide Business Management Council (BMC) and Technology Management Board (TMB), Project Review Board (PRB), Strategic Advisory Council (SAC), and Countywide IT.
• Develop, implement, and support business intelligence reporting platforms such as MSFT PowerBI and survey tools.
• Train new and existing staff on how to develop and/or use reports/dashboards.
• Support Project Reviews and Reporting to generate IT Projects… Show more
• Support Project Reviews and Reporting to generate IT Projects Portfolio Reports; Monitor vendor contractual obligations during project external quality assurance assessments.
• Liaison with external vendors and County’s IT project managers for vendor invoicing, deliverables tracking, and overall support for countywide IT project oversight processes and tools.

Special duty assignment

Bellevue, Washington, United States

• Develop customer and stakeholder engagement: manage relationships by building confidence and trust with effective communication and continuous feedback.
• Combine data from multiple data sets to provide a comprehensive picture and analysis of client staffing and trends.
• Ensure that resource planning, scheduling technology and systems remain aligned with the business needs of the organization.
• Advocate for streamlined collaboration across departments, leading to reduction in… Show more
• Advocate for streamlined collaboration across departments, leading to reduction in friction for our customers and internal processes. Show less

Bellevue, Washington

• Provided on-going operational support including operating systems releases, upgrades, service pack installations, bug fixes, security updates, and any system change activities for 1000+ end users.
• Led initiatives for process improvements for remote onboarding during COVID transition.
• Authored, led, and implemented a system-wide library of incident management and standard operating procedures consistent with ITIL best practices.
• Partnered with leadership to establish a… Show more
• Partnered with leadership to establish a centralized asset lifecycle management program, align service offerings and educational curriculum.
• Developed support onboarding guide and trained 2 new support specialists. Show less

Seattle, WA

• Set up staff workstations with PCs, Macs, phones and laptops.
• Delivered on-site technical support for clients.
• Translated technical specifications into proper system installations.

Redmond, Washington

• Provided advanced technical troubleshooting of hardware and software issues including root-cause analysis for 50+ users.
• Led and designed development of ITIL/ITSM best practices, processes, and tools for Freshservice.
• Developed, analyzed, managed, and published KPIs/metrics to be used to measure effectiveness and efficiency of the “in scope” processes.
• Increased speed and improved quality for IT Service Management support efforts through process development and execution.
• … Show more
• Developed in-depth product knowledge of company products and service to better provide customer support and service solutions. Show less

Greater Seattle Area

Pullman, WA

• Supervised and guided first-year undergraduates into university life with an emphasis on a healthy, safe, and supportive environment for 300 residents.
• Conducted building-wide rounds to ensure security and enforcement of university policies while responding to emergencies including crisis management during nightly duty shifts.
• Planned, advertised, and executed monthly programs for residents focusing on: health and well-being, academic success, diversity, inclusion, and bonding… Show more
• Planned, advertised, and executed monthly programs for residents focusing on: health and well-being, academic success, diversity, inclusion, and bonding between floormates.
• Communicated, corresponded, and collaborated with on and off-campus offices such as counseling, student activities, campus security, etc. Show less

Pullman, WA

• Supported multiple departments on campus, which provided exposure to a wide range of university technologies.
• Provided computer help desk support and technical training on hardware/software to end-users.
• Documented help desk tickets/resolutions and escalated tickets when appropriate.
• Diagnosed, troubleshooted, and resolved issues regarding software, hardware, and connectivity.
• Deployed OS images and software to new and existing computers.

Pullman, WA

• Installed software and resolved technical issues for 300 residents while living on site.
• Responded to resident’s concerns/issues within one hour of ticket submission.
• Managed call flow, responded to technical support needs of customers in a clear and courteous manner.
• Used diagnostic tools to monitor the wireless network and other server infrastructure to ensure quality service.

Tukwila, WA

• Directed, lead, and motivated a diverse team of 10+ sales associates to ensure daily sales goals were met and exceed by at least 15% by focusing on excellent customer service.
• Trained new associates utilizing training guides and helped to further increase sales associates knowledge through certification testing.
• Set both long-term and short-term goals for staff to encourage competition, motivation, and personal growth.
• Conducted weekly/quarterly store audits that provided… Show more
• Conducted weekly/quarterly store audits that provided feedback and an action plan to store manager for improved performance. Show less

Bachelor Of Arts - Ba, Sociology

Activities and Societies: American Sign Language club and Marching Band. Minors in Criminal Justice and Women's Studies

Network And Server Administration Certificate, Information Technology

Associate Of Arts - Aa

Running Start student